Archive for July, 2011

Mush and Room #31: ISO 20000:2011 has landed

July 27, 2011

Mush and Room: ISO 20000:2011 has landed

Room for a timely review on ISO 20000


Brightalk’s ITIL “v4” (2011 edition) highlights

July 20, 2011

Took short notes on what Vernon Lloyd shared during Brightalk’s “ITIL v4? -What’s new? webinar

Service Strategy

  • Key concepts and diagram clarification
  • New two processes: Strategy Management and BRM (at last! Business Relationship Management existed on ISO/IEC 20000 and was missing on ITIL)

Service Design

  • New process: Design Coordination
  • Service Catalogue clarification

Service Transition/Operation

  • Little changes to Service Transition/Operation
  • Some workflows were corrected (e.g., incident management)
  • Proactive Problem management expanded


  • CSI Register: New concept, to register all CSI initiatives going on
  • 7-step improvement process changed
  • CSI/Deming cycle and Knowledge Mgmt links clarified
ITIL v3.1 - 2011 edition covers

ITIL v3.1 - 2011 edition covers

The ITIL v3, 2011 edition comes out next 29th of July.