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ITIL Technology Lifecycle Management

The Professor has been asked, “Does ITIL address Technology Lifecycle management?”

In version 2 of ITIL, the ICT Infrastructure Management book focused on technology management.  This is still a good resource, although availability of the publication may now be very limited.   In Version 3, the same information is spread across the lifecycle - most heavily in Service Design, Service Transition and Service Operation. 

There are a couple of updates in ITIL Version 3 for technology management.   Configuration Management is now "Service Asset and Configuration Management" so that Asset Management and Configuration Management are integrated.   Service Design now defines a Technical Service Catalog to acknowledge underpinning technical services that are critical elements of business services.  ITIL also includes a Technical Management function as the custodian of technical expertise. While the Technical Management function performs most of it's work in Service Operation, it is actively involved in all stages of the lifecycle.

I would also direct our followers to the Microsoft Operations Framework (MOF).  Written by Microsoft as a Solution Accelerator that is heavily aligned with ITIL, MOF take a more practical approach to managing all of the elements of services including including the underlying technology (remember what Microsoft's primary business is!).   MOF is also lifecycle-based and defines Management Reviews at specific points in the service lifecycle. 

MOF is available free of charge at www.microsoft.com/mof and there is a MOF Foundation course.  Microsoft has also provided valuable job aids with the MOF materials.

All in all, services have to be managed end-to-end.  While the technologies are critical, it is very important to integrate Technology Management into the supply chain leading to effective and efficient business services.

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