ITIL V3 And Service Transition - ITSM Academy Webinar

Welcome W l ITIL V3 and S i T d Service Transition ii © ITSM Academy, ITIL V3 and Service Transition 0809

About ITSM Academy Accredited Education Ft. Lauderdale, Dallas & ITIL® Foundation (V3/V2) Washington, Washington DC - Public ITIL® V3 Foundation Bridge, Managers Corporate on-site Classes Bridge Virtual Classes ITIL® V3 Lifecycle, Capability and Courseware Licensing MALC Alumni Program ITIL® V2 Practitioner, Service Manager PMI Global Registered Education Microsoft Operations Framework Provider (MOF) Foundation Federal Government (GSA) ISO/IEC 20000 Foundation Contractor Certified Process Design Engineer Certified Woman-Owned (CPDE)® Tens of thousands of learners Practical, Value-Add Workshops trained since 2003 Welcome! © ITSM Academy 2

Customer Satisfaction The difference between What customers expect What customers perceive they have received h i d © ITSM Academy 4

Service Transition Purpose Set customer expectations on how new or changed services enable business change Plan and manage the resources needed to successfully establish new and changed services into production Within predicted cost, quality and time estimates © ITSM Academy 5

Service Transition Scope Continual Service Improvement Change Management (4.2) RFC1 RFC2 RFC3 RFC4 RFC5 RFC6 Service Asset and C fi S i A t d Configuration M ti Management (4 3) t (4.3) BL BL BL BL BL BL BL Service Transition Planning and Support (4.1) Oversee management of organization and stakeholder change (5) Evaluation (4.6) E1 E2 E3 Plan and Service Plan and Transfer, Review and Service Service Build and Service prepare testing and prepare for deploy, close service Strategy Design test Operations release pilots deployment retire transition Early Life Support Release and Deployment Management (4.4) Service Validation and Testing (4.5) Knowledge Management (4.7) E Point to Evaluate the Service Design g Focus of F f Other Oth ITIL core ITIL process in this i thi activity related publication publication that to service supports the whole BL Point to capture Baseline transition service lifecycle © Crown copyright 2007. Reproduced under license from OGC. Request for Change RFC

Where to Begin? - Policies Define and implement a formal policy Clearly t t bj ti Cl l state objectives Define consequences of non-compliance Commit to delivering changes in releases g g Obtain formal sign off Adopt a common framework and standards Establish effective controls and disciplines Align plans with business needs Maintain l i hi M i i relationships and proactively manage resources d i l Anticipate and manage course corrections Senior management endorsement of and visible support for policies contributes to their overall effectiveness. © ITSM Academy 7

Service Transition Processes Processes that support the service lifecycle Change Management Service Asset and Configuration Management Knowledge Management Processes within Service Transition Transition Planning and Support Release and Deployment Management Service Validation and Testing Evaluation Organizational change and stakeholder management must also be considered. © ITSM Academy 8

Change Management Change Management ensures changes are recorded and handled in a controlled manner Respond to changing business requirements Optimize Risk Need sk Ris STABILITY FLEXIBILITY CONTROL © ITSM Academy 9

Service Asset and Configuration Management Service Asset and Configuration Management identifies and controls service assets and configuration items (CIs) throughout the service lifecycle pp j Support business control objectives and requirements Support efficient and effective service management pp g processes by Maintaining and providing accurate information Enabling decisions © ITSM Academy 10

Knowledge Management Knowledge Management (KM) ensures the right information is delivered to the right place or person at the right time to enable an informed decision Ensure understanding of service value and benefits Improve decision making by ensuring reliable and secure data and information is available throughout the lifecycle © ITSM Academy 11

Transition Planning and Support Decide the most appropriate approach to Service Transition based on The i Th size and nature of services d f i The number and frequency of releases Business needs Ensure integrated planning and coordination Transition Planning and Support ensures Service Strategy requirements, g pp gy q , encoded in Service Design, are realized in Service Operations. © ITSM Academy 12

Release and Deployment Management Release and Deployment Management builds, tests and delivers the capability to provide services that meet stakeholders’ stakeholders requirements and objectives Create clear and comprehensive Release and Deployment Plans Ensure releases can be deployed successfully and on schedule Ensure minimal unpredicted impact Satisfy S i f customers, users and service management d i staff Communication, preparation, documentation and training are hallmarks of Release and Deployment Management. © ITSM Academy 13

Service Validation and Testing Service Validation and Testing provides objective evidence that new or changed services support customer, business and stakeholder requirements Confirm customer and stakeholder requirements are defined Provide confidence that released services will deliver expected outcomes and value Validate that a service is “fit for purpose” Assure a service is “fit for use” Remedy errors or variances early in the service lifecycle Service Validation and Testing assures quality. © ITSM Academy 14

Evaluation Evaluation provides a standard way to evaluate the performance of service changes Ensure expectations are realistic Independently evaluate actual performance against anticipated performance Evaluate the intended and unintended effects of service changes Provide ff ti P id effective and accurate information to Change d t i f ti t Ch Management Evaluation is concerned with value. © ITSM Academy 15

Managing Organizational and Stakeholder Change Change Is I never easy Usually takes longer than planned Can bring risk g Is inevitable and required Changes and transitions must be led and managed Stakeholders must be identified and their requirements understood Failing to understand requirements results in resistance, dissatisfaction and increased costs Managing organizational change and how it affects people leads to customer satisfaction. © ITSM Academy 16

ITIL® Certification Scheme Advanced ITIL Expert E t 5 points Managing Across the Lifecycle Lif l 3 points each 4 points each CSI Service Offerings and Agreement (SOA) SO ST SD SS Release, Control and Validation (RCV) Planning, Protection and Optimization (PPO) a g, otect o a d Opt at o ( O) Operational Support and Analysis (OSA) Lifecycle Stream Capability Stream © ITSM Academy 2008 2 points V3 Foundation

Want to Learn More? In the Catalog ITIL F d i / Bridge Foundation B id ITIL Capability / Lifecycle ITIL S i M Service Manager B id Bridge ITIL Managing Across the Lifecycle (MALC) Certified Process Design Engineer (CPDE)® ISO/IEC 20000 (ISO 20K) Foundation MOF 4.0 Foundation 40 Coming Soon ISO 20K Professional Level Modules © ITSM Academy 18

ITIL ® Bridging Scheme g g V2 Practitioners with at least 12 credits must take the V3 Managers Bridge and the Managing Across the Lifecycle courses in order to achieve ITIL Expert certification. © ITSM Academy 19

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