Summary: Guest: David Cannon Title: President, itSMF USA Board. Co-author, Service Operation book for ITIL v3. ITSM Practice Principal, HP Guest: Sharon Taylor Title: Chief Architect, ITIL and ITIL Refresh. Chair, itSMF International Publications Executive Committee Guest: Ivor Macfarlane Title: Director of Publication and ITSM Development, itSMF International Board. Co-author, ITIL Refresh Guest: 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?
