ITIL 2011 Update, Changes, Examinations and Opinions

This Blog Post is set out to give you an update on the ITIL 2011 Update: 
An introduction to the changes, Breaking them down into all 5 Lifecycles with 15 minute videos by Ian Clayton.  How these ITIL 2011 updates effect examinations. Van Harens’ ITIL 2011 Publications, Opinions on the update.


In July 2007, the ITIL® management framework was comprehensively updated from V2 to V3.The ITIL 2011 update (not a new version such as V2-V3) was released in July 2011. The original ITIL version is no longer be in existence and version 2 has been removed from the market. The Core publication is now referred to as ITIL only and this latest edition is identified by the ‘2011 Edition’ stamp.
This latest edition of ITIL incorporates improvements and suggested changes to the framework received from the Change Control Log, which outlined over 500 changes, you can read these at: 2011 update project’s primary objective was to respond to users’ feedback and requirements, and provide them with an improved product. Therefore the 2011 edition has addressed any errors or inconsistencies in the text and diagrams, both in content and presentation. Also making the framework easier to understand and read for audiences. It has also addressed suggestions for change made by the training community to make ITIL easier to teach and a substantial review of the Service Strategy publication to ensure that the concepts are explained in the clearest, most concise and accessible way possible.

Updates of ITIL Into their 5 lifecycle stages.

ITIL Service Strategy
  • Clearer concepts
  • More practical guidance
  • More Examples
  • Newly defined process of strategy management for IT services is responsible for developing and maintaining business and IT strategies
  • Separate descriptions of Business Strategy and IT strategy
  • Expanded Financial management
  • Business Relationship Management and Demand management = Processes
ITIL Service Design
  • Alignment of ITIL Service Design and ITIL Service Strategy.
  • Clearer principals and concepts (significantly the flow and management of activity throughout the overall service design stage with the addition of the ‘design coordination’ process.)
  • The five aspects of service design, the design of the service portfolio and the terminology related to views of the service catalogue have all been refined.
ITIL Service Transition
  • The structure, content and relationships of the configuration management system (CMS) and service knowledge management system (SKMS) have been clarified to help the reader to understand these key concepts.
  • There is new content explaining how a change proposal should be used.
  • The evaluation process has been renamed ‘change evaluation’
  • The purpose and scope have been modified to help clarify when and how this process should be used.
  • The service asset and configuration management process has additional content relating to asset management,
  • There are improvements in the flow and integration of a number of processes, including change management, release and deployment management, and change evaluation.
ITIL Service Operation
  • Updates of Process flows for all processes including request fulfilment, access management and event management.
  • Clarification of Key principles – including guidance around service requests and request models, and proactive problem management.
  • An explanation on how basic events flow into filters and rule engines to produce meaningful event information.
  • Clarification of the relationship between application management activities versus application development activities
  • Other clarifications include an expanded section on problem analysis techniques, procedure flow for incident matching and further guidance for escalating incidents to problem management.
  • An explanation of the guidance for managing physical facilities.

ITIL Continual Service Improvement

  • Clarification of The seven-step improvement process – and its relationship with the Deming ‘Plan-Do-Check-Act’ cycle management
  • The CSI model has been renamed the CSI approach
  • The concept of a CSI register has been introduced as a place to record details of all improvement initiatives within an organization.
  • Emphasis has been made on documenting the interfaces from CSI to other lifecycle stages.
  • Minor changes have been made throughout the book to clarify the meaning and to improve readability.

ITIL Update and Exams

There is no intention at this time to change either the qualification structure or the scope of each qualification because of the update. Existing certificates that individuals hold will not become out of date because the concepts, roles and processes are not changing; only the descriptions of them will be improved.

Van Haren ITIL 2011 Publications

ITIL® 2011 Editie – Pocketguide (dutch version)30th of December 2011
ITIL® 2011 Editie – Pocketguide (dutch version)ISBN: 9789087536770
 €15,95Buy Now
 ITIL® 2011 Edition – A Pocket Guide (english version)30th of December 2011
ITIL® 2011 Edition – A Pocket Guide (english version)ISBN: 9789087536763
 €15,95Buy Now

Passing the ITIL (2011) Foundation Exam (January 2012)

Foundations of ITIL (2011) Foundations (Expected March 2012)

There are over 100 FREE ITIL Whitepapers and Templates on our eKnowledge. Find them HERE.

Opinions on the ITIL 2011 Updates:

The Book of strategy has approached this area much more technical groups. More understandable by the business and customer service support area, perhaps most closely related to the end user.
Javier García Arias, Director at DOSTIC Spain.
I do not want to favor any of the books in particular (although it could highlight the strategy, re-written from scratch practice), however, could point out the increase / completeness of the glossary terms, and adding new appendices, which always come in handy, as to the substance.
And among many other things that can also be noted, I am struck by the prominence acquired by the SKMS with respect to v2, which highlighted the CMDB, and v3, which spoke of the CMS as a larger (see figure 4.37 Transition book, CMS is like “little tiny”:-D).
Mario Delgado Picazo ITIL Consultant at OSIATIS.

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