Saturday, March 10, 2012

Demand Manager (Revisited)


In one of my previous post on Demand Manager , I mentioned that there is no specific Demand Manager role mentioned in the ITIL Service Strategy book. The main activities of demand management are performed by the role of Business Relationship Manager (BRM).

Well, that has changed with the latest revision of ITIL. Demand Manager is now a role specifically described in the ITIL 2011 version of Service Strategy book. In fact, 2 roles for this process. The Demand Management Process Owner role and Demand Management Process Manager (or Demand Manager) roles.

The Demand Management Process Owner role is similar to generic process owner role for each ITIL processes, pluses the responsibility to work with other process owners to ensure there is an integrated approach to the design and implementation of demand management.

The Demand Manager role includes the following responsibilities:

•Identifies and analyses patterns of business activity to understand the levels of demand that will be placed on a service **

•Defines and analyses user profiles to understand the typical profiles of demand for services from different types of user **

•Helps design services to meet the patterns of business activity and the ability to meet business outcomes (work with other process managers and owners especially those related to Service Design)

•Ensures (works with Capacity Manager) that adequate resources are available at the appropriate levels of capacity to meet the demand for services, thus maintaining a balance between the cost of service and the value that it achieves. 

•Anticipates and prevents or manages situations where demand for a service exceeds the capacity to deliver it. See this post.

•Gears the utilization of resources that deliver services to meet the fluctuating levels of demand for those services.

** works with BRM who is responsible to validate Patterns of Business Activities (PBA) and User Profile (UP) with the Customers.

Friday, July 29, 2011

2011 edition (update) of ITIL V3

ITIL has undergone an extensive review project, and updated versions of the ITIL books are being released on 29 July 2011. The idea behind the whole ITIL ‘refresh’ is that the guidance becomes easier to navigate, learn, read, teach and implement. However, the ethos and original principles behind the ITILv3 framework will not be changing. The new release will be referred to officially as the “2011 edition of ITIL”, while the previous version is known as the “2007 edition of ITIL”.

Some changes are:

  • ITIL Service Strategy now contains the newly defined process of strategy management for IT services.

  • Business relationship management and demand management are now covered as processes in Service Strategy.

  • The ‘design coordination’ process has been added to Service Design.

  • The evaluation process has been renamed ‘change evaluation’ within Service Transition.

  • Service Operation now contains an explanation on how basic events flow into filters and rule engines.

  • The concept of a continual service improvement register has been introduced.

You can now pre-order the 2011 edition of the ITIL books for delivery shortly after 29 July 2011 from the IT Governance online store in various formats.


Wednesday, June 15, 2011

V1 or V2 Service Managers wishing to reach ITIL Expert certification

Following withdrawal of the ITIL V3 Manager Bridge certificate the bridging option available to holders of the ITIL V1 or V2 Service Manager certificate has changed.  To reach ITIL Expert certification, holders of V1 or V2 Service Manager certification can now take selected V3 Intermediate modules to reach ITIL Expert Level.

In order to reach ITIL Expert Level, holders of the Service Manager certificate must successfully complete the following certifications:

V3 Foundation Certification in IT Service Management


Service Strategy OR Continual Service Improvement ( ITIL V3 Intermediate Lifecycle Modules)


Managing Across The Lifecycle (MALC)

This Bridging route will only be available to holders of the full ITIL V1 or V2 Service Managers Certification (both Service support and Service Delivery components).