New processes in version 7.14:
Customer Satisfaction Management
- Demand Management
- Facilities Management
- Knowledge Management
- Risk Management
- Supplier Management
- Incident Management:Enhanced descriptions. Added focus on major incidents.
- Capacity Management:Enhanced descriptions
- Request Fulfillment:Enhanced descriptions
IBM also offers a free IT Service Management Self-Assessment Tool (registration required) to help you determine the maturity of your ITIL processes.
There are several different modules to choose from. At the end of each module, you are provided with a generic report on next steps and process improvement suggestions.
While the tool is sufficient for a high level process overview, it is no substitute for knowledgeable and experienced consultants.