V2-v3

Functions in V3 Service Desk Technical Management Application Management IT Operations Management

Additional Processes in V3       

Event Management Request fulfillment Service Catalogue Management Supplier Management Demand Management Information security and Access Management Service Asset and Configuration Management

Major Impact 

CSI applied to the complete lifecycle     

    

Strategy Design Transition Operations Continual Service Improvement

Unified Service desk – Interface with other processes Knowledge Management – SKMS incorporates CMS and CMS incorporates CMDB Asset Management included More focus on Self Help More focus on Automation

Major Impact •Asset Management included •More focus on Self Help •More focus on Automation •Importance of tools for setting thresholds and generating alerts…event correlation •More focus on Release and Deployment … ensuring proper hand holding to the operations team. •Automation of the Change Management Process