Guest 1: David Cannon
Title: President, itSMF USA Board. Co-author, Service Operation book for ITIL v3. ITSM Practice Principal, HP
Guest 2: Sharon Taylor
Title: Chief Architect, ITIL and ITIL Refresh. Chair, itSMF International Publications Executive Committee
Guest 3: Ivor Macfarlane
Title : Director of Publication and ITSM Development, itSMF International Board. Co-author, ITIL Refresh
Guest 4: Sheila Bridge
Title : Director, IT Operational Controls, Lucent Technologies
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?