ITIL Practical Guide - Service Transition

www.axiossystems.com

Axios Systems IT Service Management SolutionsTM

V3 Service Transition

Finbarr Callan

Lecturer, Best Practice

IT Service Management SolutionsAxios SystemsTM

V3 Service Transition : Agenda

Key Elements of Transition

Processes –

Service Asset & Configuration Management

Change Management

Release and Deployment Management

Knowledge Management

Evaluation & Testing

Questions


Service Lifecycle Components


Purpose and Goals

Provide guidance on the development and improvement of capabilities for transitioning new and changed services into operations

Set customer expectations

Enable integration

Reduce performance variation

Reduce known errors and minimize risk

Ensure proper use of services

Service Transition


Service Transition

Scope

Management and co-ordination of the processes, systems and functions to package, build, test and deploy a release into production, and establish the service specified in the customer and stakeholder requirements

Objectives Provide clear and comprehensive plans

Plan and manage the resources

Increase satisfaction

Increase use of services


Service Transition : Scope

© Crown Copyright 2007. Reproduced with permission from OGC


Value to the Business

It enables the service provider to:

Handle high volumes of change and releases across its customer base

Align the new or changed service with the customer’s business requirements and business operations

Ensure that customers and users can use the new or changed service in a way that maximizes value to the business operations


Business Value

Adaptability

Mergers & Acquisitions

Successful Change

Service Predictability

Compliance

Productivity

Contract Management

Risk Management


Define Transition Policy

All changes made through Change/Service Transition

Common process framework Align with organization process/re-use Align with business requirements Relationship and expectation

management Effective knowledge transfer Planning and design Manage resources Handle corrections Meet quality needs

Fundamental Principles


Fundamental Principles

Define Release Policy

Roles and Responsibilities Naming/numbering/identification for

release types Frequency of release Grouping changes into releases Automation Baselining Acceptance criteria ELS – end/handover to operations


Common Operations

Communications

- Strategy and planning

- Methods

Organizational Change

- DRAC (Denial/Rejection/Acceptance/Commitment) curve – how do you overcome it?

- Necessity/Vision/Plan/Resources/Competence

- Culture

- Stakeholder Management


Shock

Rejection

Experiment

Commitment

Time

The Denial Curve & Cultural Change


Service Transition : Processes

Transition Strategy, Planning and Support Knowledge Management Change Management Service Asset and Configuration Management Release and Deployment Management Service Testing and Verification Evaluation


Transition Planning

Scope

Value to the business

Basic concepts

Activities/techniques

Challenges


The purpose of Knowledge Management is to ensure that the right information is delivered to the appropriate place or competent person at the right time to enable informed decisions.



DIKW Model



Managing Knowledge




Service Asset and Configuration Management


Managing Knowledge




Objectives To define and control the components of services and infrastructure, and maintain accurate configuration records allowing:

Compliance with corporate governance Control of asset base Cost optimization Effective change and release

management Faster incident and problem resolution


Key Concepts Configuration items (CIs) Categories Levels Naming Labels Attributes Configuration Management System (CMS) Baselines




A Configuration Item (CI) is an asset, service component or other item which is, or will be, under the control of configuration management.

Configuration Items

CI Categories: Service lifecycle CIs, e.g. plans, business case, SDP Service CIs

- Capability assets, e.g. people, knowledge resource

assets, e.g. systems, data models and packages Organization CIs Internal CIs External CIs


Asset and Configuration Management



Change Management


Change Management

Objective and Scope

To ensure that changes are:

Recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner

Changes to base-lined service assets and configuration items across the service lifecycle


Change types:

• Normal – requires full assessment and

authorization

• Standard – pre-authorized by change

management

• Emergency – rapid response to a business

affecting situation

Service Change DefinitionThe addition, modification or removal of any authorized, planned or supported service or service component and its associated documentation

Change Management : Concepts


Change Management : Normal Change Process



Change Management

Standard Change Elements

Defined trigger Tasks are well-known, documented

and proven Authority is effectively given in

advance Budgetary approval pre-ordained or

within control of requestor Risk – usually low; always well

understood


Change Management : Assessing Impact

The 7 “Rs”- Who RAISED the change?

- What is the REASON for it?

- What is RETURN required?

- What are the RISKS involved?

- What RESOURCES are required to deliver it?

- Who is RESPONSIBLE for build, test and implementation?

- What is the RELATIONSHIP with other changes?


Change Management : Challenges

The spread of those affected Balancing risk and need Stability vs responsiveness Balancing control and bureaucracy Culture Using the right measurements


Change Management


Release and Deployment : Objectives

Clear and comprehensive plans enabling change projects to align their activities

Release packages can be built, installed, tested and deployed efficiently

New or changed services meet the utility, warranty and service levels

Ensure knowledge transfer enabling full utilization by the consumer

Ensure knowledge and skills transfer to support staff enabling full delivery and support of the service

Minimize unpredicted impact

Satisfied customers and users



Scope

Value to the business

Basic concepts

- Release Unit : a portion of a service or infrastructure that is normally released together

- Release Package: a single release unit or a structured set of release units

Activities/techniques

Challenges


CMS and Deployment



Release Options Big-bang – to all users at once Phased – partial then scheduled roll-out

- Incremental changes to all users

- Unit by unit

- Element by element

- Combinations of these Push versus pull Automation versus manual



The V Model



Validation and Testing Scope Value to the business Basic concepts Activities/techniques Challenges

Evaluation Scope Value to the business Basic concepts Activities/techniques Challenges

Validation and Testing / Evaluation


Evaluation and Testing


Roles and Responsibilities

Service Owner

Service Transition Manager

Service Asset Manager

Configuration Manager/Analyst

Change Authority

Change Manager

CAB/ECAB


Service Lifecycle Components


Any Questions

[email protected]


Further Resources V3 Service Strategy and Service Design Webinars –

now available onDemand.

V2 versus V3 White Paper and Webinar - on Axios website.

ITIL V3 Quick Reference Guide – pocket guide & poster

ITSM: IT Transforms Itself into a Service. Aberdeen Group Research. Available to download, along with a complementary onDemand Webinar on the Axios website.

ITIL V3: The Future is Here White Paper, authored by Sharon Taylor, Chief Architect of ITIL V3. A Webinar by Sharon Taylor is also available onDemand. Both are available for download from the Axios website.

ITIL Practical Guide - Service Transition

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