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Service Transition
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• Service Transition
- Introduction
- Purpose and Objectives
- Value to business
• Purpose, Objectives, Basic Concepts and Scope of:
- Change Management
- Service Asset & Configuration Management
- Knowledge Management
- Release and Deployment Management
- Transition Planning and Support
Lesson Objectives
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Scope
The scope includes the transition of changes in the service provider’s service
management capabilities that will impact on the ways of working, the organization,
people, projects and third parties involved in service management.
Value to business
Adopting and implementing standard and consistent approaches for service
transition will:
• Enable projects to estimate the cost, timing, resource requirement and risks
associated with the service transition stage more accurately.
• Result in higher volumes of successful change.
• Enable service transition assets to be shared and re-used across projects and
services.
• Improve control of service assets and configurations.
Scope & Value to Business of Service
Transition
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Service Transition moves services and service changes into operational use. This is
achieved by receiving a new Service Design Package (SDP) from the Service
Design stage, testing it to ensure it meets the needs of the business and deploying it
within the production environment.
Purpose of Service Transition
The purpose of the service transition stage of the service lifecycle is to ensure that
new, modified or retired services meet the expectations of the business as
documented in the service strategy and service design stages of the lifecycle.
Objectives of Service Transition
• Plan and manage service changes efficiently and effectively.
• Manage risks relating to new, changed or retired services.
• Successfully deploy service releases into supported environments.
Purpose & Objectives of Service Transition
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Process 1: Change Management
Purpose of Change Management
The purpose of the change management process is to control the lifecycle of all
changes, enabling beneficial changes to be made with minimum disruption to IT
services.
Objectives of Change Management
• Respond to the customer’s changing business requirements while maximizing
value and reducing incidents, disruption and re-work.
• Ensure that changes are recorded and evaluated, and that authorized changes
are prioritized, planned, tested, implemented, documented and reviewed in a
controlled manner.
• Ensure that all changes to configuration items are recorded in the configuration
management system.
Purpose & Objectives of Change
Management
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Scope
All changes must be recorded and managed in a controlled way. The scope of
change management covers changes to all configuration items across the whole
service lifecycle, whether these CIs are physical assets or any other types of asset.
Basic Concepts:
Change
The addition, modification or removal of anything that could have an effect on IT
services. The scope should include changes to all architectures, processes, tools,
metrics and documentation, as well as changes to IT services and other
configuration items.
Change Proposals
Change proposals are submitted to the change management before chartering new
or changed services in order to ensure that potential conflicts for resources or other
issues are identified.
Scope & Basic Concepts of Change
Management
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All service management processes may require change management, for example to
implement process improvements. Many service management processes will also be
involved in the impact assessment and implementation of service changes as
discussed below.
• Service asset and configuration management
• Problem management
• IT service continuity management
• Information security management
• Service portfolio management
Interfaces within Service Management
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Types of Change Request
A change request is a formal communication seeking an alteration to one or more
configuration items. This could take several forms, for example., a ‘request for
change’ document, service desk call or project initiation document.
There are three different types of service change:
• Standard change
• Emergency change
• Normal change
Change Request
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Change models
Organizations will find it helpful to predefine change models – and apply them to
appropriate changes when they occur. A change model is a way of predefining the
steps that should be taken to handle a particular type of change in an agreed way.
Remediation planning
No change should be authorized without having explicitly addressed the question of
what to do if it is not successful. Ideally, there will be a back-out plan, which will
restore the organization to its initial state, often through a reloading of a base lined
set of CIs, especially software and data.
Change Advisory Board / Emergency Change Advisory Board
A change advisory board (CAB) is a body that exists to support the authorization of
changes and to assist change management in the assessment, prioritization and
scheduling of changes. A CAB is often the change authority for one or more change
categories, but in some organizations the CAB just plays an advisory role.
Change Models, Remediation Planning,
Cab & ECAB
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The change manager will normally chair the CAB, and potential members include:
• Customer(s)
• User manager(s)
• User group representative(s)
• Business relationship managers
• Service owners
• Facilities/office services staff
• Contractors’ or third parties’ representatives
When the need for emergency change arises, i.e. there may not be time to convene
the full CAB, it is necessary to identify a smaller organization with authority to make
emergency decisions. This body is an emergency change advisory board (ECAB).
Change Advisory Board
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Process activities, methods and techniques
Overall change management activities include:
• Planning and controlling changes
• Change and release scheduling
• Communications
• Change decision-making and change authorization
• Ensuring that remediation plans are in place
• Measurement and control
• Management reporting
• Understanding the impact of change
• Continual improvement.
Change Management Activities
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Change Management Activities
(Continued)
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Based on AXELOS ITIL® material. Reproduced under licence from AXELOS
(Figure 4.2 Change management activities, Service Transition: page 70 ITIL® 2011 Edition)
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Process 2: Service Asset and Configuration Management (SACM):
Purpose of Service Asset & Configuration Management
The purpose of the SACM process is to ensure that the assets required to deliver
services are properly controlled, and that accurate and reliable information about
those assets is available when and where it is needed.
Objectives of Service Asset & Configuration Management
• Ensure that assets under the control of the IT organization are identified,
controlled and properly cared for throughout their lifecycle.
• Identify, control, record, report, audit and verify services and other configuration
items (CIs), including versions, baselines, constituent components, their attributes
and relationships.
• Ensure the integrity of CIs and configurations required to control the services by
establishing and maintaining an accurate and complete configuration
management system (CMS).
Purpose & Objectives of SACM
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Scope
Service assets that need to be managed in order to deliver services are known as
configuration items (CIs).
The scope of SACM includes management of the complete lifecycle of every CI.
The scope includes interfaces to internal and external service providers where there
are assets and configuration items that need to be controlled, for example., shared
assets.
Scope of SACM
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Basic Concepts:
Configuration Item (CI)
A configuration item (CI) is a service asset that needs to be managed in order to
deliver an IT service. Configuration items may vary widely in complexity, size and
type, ranging from an entire service or system including all hardware, software,
documentation and support staff to a single software module or a minor hardware
component.
Configuration Item
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There will be a variety of CIs; the following categories may help to identify them.
• Service lifecycle CIs
• Service CIs
• Organization CIs
• Internal CIs
• External CIs
• Interface CIs
CI Categories
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Configuration Management System (CMS)
To manage large and complex IT services and infrastructures, service asset and
configuration management requires the use of a supporting system known as the
configuration management system (CMS).
Definitive Media Library (DML)
The definitive media library (DML) is the secure library in which the definitive
authorized versions of all media CIs are stored and protected. It stores master
copies of versions that have passed quality assurance checks.
CMS & DML
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Configuration Management Database (CMDB)
The Configuration Management Database stores configuration records containing
attributes of CIs and their relationships.
A CMS may include one or more CMDBs.
Configuration Baseline
A configuration baseline is the configuration of a service, product or infrastructure
that has been formally reviewed and agreed upon, which thereafter serves as the
basis for further activities and can be changed only through formal change
procedures.
CMDB & Configuration Baseline
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Process 3: Knowledge Management:
Purpose of Knowledge Management
The purpose of the knowledge management process is to share perspectives, ideas,
experience and information; to ensure that these are available in the right place at
the right time to enable informed decisions; and to improve efficiency by reducing the
need to rediscover knowledge.
Objectives of Knowledge Management
• Improve the quality of management decision-making by ensuring that reliable and
secure knowledge, information and data is available throughout the service
lifecycle.
• Maintain a service knowledge management system (SKMS) that provides
controlled access to knowledge, information and data that is appropriate for each
audience.
• Gather, analyse, store, share, use and maintain knowledge, information and data
throughout the service provider organization.
Purpose & Objectives of Knowledge
Management
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Scope
Knowledge management is a whole lifecycle-wide process in that it is relevant to all
lifecycle stages.
Knowledge management includes oversight of the management of knowledge, the
information and data from which that knowledge derives.
Basic Concepts
The Data-to-Information-to-Knowledge-to-Wisdom structure
Knowledge management is typically displayed within the Data-to-Information-to-
Knowledge-to-Wisdom (DIKW) structure.
Scope & Basic Concepts of Knowledge
Management
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Based on AXELOS ITIL® material. Reproduced under licence from AXELOS
(Figure 4.35 Flow from Data to Wisdom , Service Transition: page184 ITIL® 2011 Edition)
D-I-K-W
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Service Knowledge Management System (SKMS)
Specifically within IT service management, Knowledge Management will be focused
within the service knowledge management system (SKMS), which is concerned, as
its name implies, with knowledge.
One very important part of the SKMS is the configuration management system
(CMS).
The SKMS will contain many different types of data, information and knowledge.
SKMS
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SKMS (Continued)
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Based on AXELOS ITIL® material. Reproduced under licence from AXELOS
(Figure 4.36 Relationship between the CMDB, CMS and the SKMS, Service Transition: page 185
ITIL® 2011 Edition)
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Process 4: Release and Deployment Management:
Purpose of Release and Deployment Management
The purpose of the release and deployment management process is to plan, schedule and
control the build, test and deployment of releases, and to deliver new functionality required
by the business while protecting the integrity of existing services.
Objective Release and Deployment Management
• Define and agree release and deployment management plans with customers and
stakeholders.
• Create and test release packages that consist of related configuration items that are
compatible with each other.
• Ensure that all release packages are stored in a DML and recorded accurately in the
CMS.
• Ensure that all release packages can be tracked, installed, tested, verified and/or
uninstalled or backed out if appropriate.
Purpose & Objectives of Release &
Deployment Management
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Scope
The scope of release and deployment management includes the processes, systems
and functions to package, build, test and deploy a release into live use, establish the
service specified in the service design package, and formally hand the service over
to the service operation functions.
Process activities, Methods and Techniques
There are four phases to release and deployment management:
• Release and deployment planning
• Release build and test
• Deployment
• Review and close
Figure 4.23 shows multiple points where an authorized change triggers release and
deployment management activity
Scope of Release & Deployment
Management
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Release & Deployment Management
(Continued)
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Based on AXELOS ITIL® material. Reproduced under licence from AXELOS
(Figure 4.23 Phases of Release & Deployment Management, Service Design: page 123 ITIL® 2011 Edition)
© 2013 Copyright of MyITstudy.com unless and otherwise stated 27
Basic Concepts:
Release Unit
• A Release Unit comprises the components of an IT service that are normally
released together.
• It typically includes sufficient components to perform a useful function.
• A different Release Unit may be the complete Payroll Application, including IT
Operations procedures and user training.
Release Policy
The release policy should be defined for one or more services and include:
• The unique identification, numbering and naming conventions for different types
of release together with a description.
• The roles and responsibilities at each stage in the release and deployment
management process.
• Criteria and authorization to exit early life support and handover to the service
operation functions.
Release Unit & Release Policy
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Release Identification
All releases must be uniquely identified. The identification scheme needs to be
described in the release policy, referencing the affected Configuration Items, and
including a version number.
Release Package
This describes one or more Release Units required to implement the new or changed
service.
Release Deployment
• Deployments can either be Big Bang, i.e. all at once, or Phased, i.e. deployed
to users in stages and at different times.
• A release can be ‘Pushed’, whereby the service component is deployed from the
centre and pushed out to the target; or ‘Pulled’ whereby users are free to initiate
the deployment when required. Mechanisms to release and deploy can be
Manual or Automated.
Release Package
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Process 5: Transition Planning and Support:
Purpose of Transition Planning and Support
The purpose of the transition planning and support process is to provide overall
planning for service transitions and to coordinate the resources that they require.
Objectives of Transition Planning and Support
• Plan and coordinate the resources to ensure that the requirements of service
strategy encoded in service design are effectively realized in service operation.
• Coordinate activities across projects, suppliers and service teams where required.
Purpose & Objectives of Transition
Planning & Support
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Scope
• Maintaining policies, standards and models for service transition activities and
processes
• Guiding each major change or new service through all the service transition
processes
• Prioritizing conflicting requirements for service transition resources
Scope of Transition Planning & Support
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In this chapter we have learnt:
• Service Transition
- Introduction
- Purpose and Objectives
- Value to business
• Purpose, Objectives, Basic Concepts and Scope of:
- Change Management
- Service Asset & Configuration Management
- Knowledge Management
- Release and Deployment Management
- Transition Planning and Support
Overview
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