Why Read This
It has been almost three years since ITIL v3 was released, superseding v2. While v3 has overtaken v2 in terms of overall adoption, most IT shops are still struggling to adopt v3's new service portfolio management. When an IT org focuses on incident and problem management and request fulfillment, the infrastructure and operations (I&O) group can implement them autonomously from the rest of IT and business. But when the concepts of business services, service portfolio management, rationalizing a service catalog, or allowing for service variations come into play, then I&O's ITIL team must include the viewpoints of the business, application development, and IT planning and governance. This is a much more complex challenge, which the EA function is ideally suited to help navigate.