ITIL Refresh: What does it buy us?

ITIL Refresh: What does it Buy Us?

Innovation - ITIL Refresh: What does it Buy Us?


While organizations are still grappling with adoption of ITIL we are now looking at ITIL Refresh i.e. Version 3. The current version of ITIL (Version 2) defines the HOWs related to managing, measuring, and improving service management but does not provide the actionable steps. The claim is that ITIL Refresh will fill the gaps. Will ITIL Refresh really be a dream come true?


David Cannon, President, itSMF USA Board. Co-author, Service Operation book for ITIL v3. ITSM Practice Principal, HP

David Cannon is the Governance Chair with itSMF USA Board. He is a fellow of the Institute of Service Management – the highest level of professional achievement in this field. He was the founder of itSMF chapter in South Africa. He was th... More   View all posts

Ivor Macfarlane, Director of Publication and ITSM Development, itSMF International Board. Co-author, ITIL Refresh

Ivor Macfarlane has been involved in IT Service Management Best Practice since 1989. He has authored ITIL® books (including being an ITIL V3 author), ISO/IEC 20000 and itSMF pocketbook and dictionary. e is actively involved with itSMF and ... More   View all posts

Sheila Bridge, Director, IT Operational Controls, Lucent Technologies

Sheila V. Bridge is Director - Information Technology (IT) Operational Controls, Lucent Technologies, where she currently manages and controls the IT shared work processes operations in the areas of Change Management, Applications Release M... More   View all posts

Sharon Taylor, Chief Architect, ITIL and ITIL Refresh. Chair, itSMF International Publications Executive Committee

Sharon Taylor is the Chief Architect for ITIL and ITIL Refresh. Sharon is the Chair of the itSMF International Publications Executive Committee, responsible for ensuring global quality publications in over 30 countries, and is at the centre... More   View all posts
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