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ITIL v3 Service Design – Service Transition Part 4 of 6

March 21, 2008

Service Transition

The role of Service Transition is to deliver services that are required by the business into operational use.

ST: Goals

Key Principles

Understanding all services, their utility and warranties – to transition a service effectively it is essential to know its nature and purpose in terms of the outcomes and/or removed business constraints (utilities) and the assurances that the utilities will be delivered (warranties).

Establishing a formal policy and common framework for implementation of all required changes – consistency and comprehensiveness ensure that no services, stakeholders, occasions etc. are missed out and so cause service failures.

Supporting knowledge transfer, decision support and re-use of processes, systems and other elements – effective Service Transition is delivered by involving all relevant parties, ensuring appropriate knowledge is available and that work done is reusable in future similar circumstances.

Anticipating and managing ‘course corrections’ – being proactive and determining likely course correction requirements, and when elements of a service do need to be adjusted, this is undertaken logically and is fully documented.

Ensuring involvement of Service Transition and Service Transition requirements throughout the service lifecycle.

ST: Key Processes and Activities

The whole lifecycle processes are:

·  Change Management

·  Service Asset & Configuration Management

·  Knowledge Management.

Processes focused on Service Transition, but not exclusive to the stage, are:

·  Transition Planning and Support

·  Release and Deployment Management

·  Service Validation and Testing

·  Evaluation.

ST: Change Management

A Service Change is the addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation.

ST: Service Asset and Configuration Management (SACM)
SACM supports the business by providing accurate information and control across all assets and relationships that make up an organization’s infrastructure.

The purpose of SACM is to identify, control and account for service assets and configuration items (CI), protecting and ensuring their integrity across the service lifecycle.

The scope of SACM also extends to non-IT assets and to internal and external service providers, where shared assets need to be controlled.

To manage large and complex IT services and infrastructures, SACM requires the use of a supporting system known as the Configuration Management System (CMS).

ST: Knowledge Management

The purpose of Knowledge Management is to ensure that the right person has the right knowledge, at the right time to deliver and support the services required by the business. This delivers more efficient services with improved quality clear and common understanding of the value provided by services relevant information that is always available

ST: Transition Planning and Support

The goals of Transition Planning and Support are to:

plan and coordinate resources to ensure that the requirements of Service Strategy encoded in Service Design are effectively realized in Service Operations

identify, manage and control the risks of failure and disruption across transition activities.

Effective Transition Planning and Support can significantly improve a service provider’s ability to handle high volumes of change and releases across its customer base.

ST: Release and Deployment Management

The goal of the Release and Deployment Management process is to assemble and position all aspects of services into production and establish effective use of new or changed services.

Effective release and deployment delivers significant business value by delivering changes at optimized speed, risk and cost, and offering a consistent, appropriate and auditable implementation of usable and useful business services.

Release and Deployment Management covers the whole assembly and implementation of new/changed services for operational use, from release planning through to early life support.

ST: Service Validation and Testing

Successful testing depends on understanding the service holistically – how it will be used and the way it is constructed. All services – whether in-house or bought-in – will need to be tested appropriately, providing validation that business requirements can be met in the full range of expected situations, to the extent of agreed business risk.

The key purpose of service validation and testing is to provide objective evidence that the new/changed service supports the business requirements, including the agreed SLAs.

The service is tested explicitly against the utilities and warranties set out in the service design package, including business functionality, availability, continuity, security, usability and regression testing.

ST: Evaluation

Ensuring that the service will be useful to the business is central to successful Service Transition and this extends into ensuring that the service will continue to be relevant by establishing appropriate metrics and measurement techniques.

Evaluation considers the input to Service Transition, addressing the relevance of the service design, the transition approach itself, and the suitability of the new or changed service for the actual operational and business environments encountered and expected.

ST: Stage Operational Activities
Service Transition is also the focus for some operational activities. These have wider applicability than Service Transition and comprise:

  • managing communications and commitment across IT Service Management
  • managing organizational and stakeholder change
  • stakeholder management
  • organization of Service Transition and key roles.

ST: Key Roles and Responsibilities

The staff delivering Service Transition within an organization must be organized for effectiveness and efficiency, and various options exist to deliver this. It is not anticipated that a typical organization would consider a separate group of people for this role, rather there is a flow of experience and skills – meaning the same people may well be involved in multiple lifecycle stages.

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One Comment leave one →
  1. Molly permalink
    November 17, 2008 5:07 pm

    Would have been nice to have read something that wasn’t straight out of the ST book. Its good to hear about ST from your personal perspective and experiences, this is what adds value to your blog. Otherwise your blog turns into just another reference point and there are many more reputable reference points on the web already. Try if you can to bring your opinions into play.

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