The Service Transition book covers the development and improvement ofcapabilities for transitioning new and changed servic...
Purpose of Service TransitionEnsure new, modified or retired services meet theexpectations of the business as documented i...
• Increased success rate of changes and  releases• More accurate estimation of service  levels and warranties• Leas variat...
• One of the more complex tasks of  knowledge management is ensuring that  more then simply capturing desecrate facts  abo...
Knowledge ManagementContext          Data                                                                              Und...
DataData is a set of discreet facts. Most organizationscapture significant amounts of data every day.                     ...
Knowledge ManagementContext                 Information                      Who, what,                      when, where? ...
InformationInformation comes from providing context to thedata. This usually requires capturing various sources ofdata and...
Knowledge ManagementContext                             knowledge                                            How?         ...
KnowledgeKnowledge is composed of the experiences, ideas,insights and judgments from individuals. This usuallyrequires the...
Knowledge ManagementContext                                           Wisdom                                              ...
WisdomWisdom gives the ultimate discernment of thematerial and having the application and contextualawareness to provide a...
Service Knowledge Management System                                                                     Decisions    Confi...
Service Knowledge Management           System (SKMS)The complete set of integrated repositories that areused to manage kno...
Configuration Management System              (CMS)The CMS contains configuration data; the CMS alsoincludes information ab...
Configuration Management  Database (CMDB) & Known Error         Database (KEDB)CMDB – stores configuration detail for ITin...
Service Asset and Configuration        Management (SACM)Goal: support the agreed IT service provision bymanaging, storing ...
Configuration Management           Database (CMDB)Captures data about CI and the relationships theyhave between other CI’s...
CI     Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
It is important to determine thelevel detail which will be stored in        the CMDB for each CI.       Created by PelegIT...
Configuration Management Activities       Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
Planning• Defining the strategy, policy scope, objectives,  processes and procedures for SACM.• Roles and responsibilities...
Identification• Selection, Identification, labeling and registration  of CI’s.• What CI’s are recorded, what are their att...
Control• When the CMDB is utilized to store or modify  configuration data.• Only authorized and identifiable CI’s are reco...
Status Accounting• Reporting of all current and historical data  concerned with each CI.• Provides information on:  • Conf...
Verification and Auditing• Reviews to verify existence of CI’s• Confirm CI’s are correctly recorded in the CMDB• Audits sh...
Reporting• Result of activities to CMDB• Format will vary depending on organizational  needs.           Created by PelegIT...
Service Knowledge Management System                                                 Supplier & Contract                   ...
The arrows to the right represent that fact that allconfiguration items (CI) are described within theconfiguration managem...
Roles and ResponsibilitiesService Asset ManagementManagement of service assets across the wholelifecycle.• Acquisitions to...
Configuration Item (CI)                                    (ITIL Service Transition, ST)Any component or other service ass...
Configuration Management System (CMS)                                (ITIL Service Transition, ST) Aset of tools, data and...
Service Asset and Configuration Management (SACM)                                   (ITIL Service Transition, ST)The proce...
SKMS                                         Some CI’s (such as     The CMS is part                                       ...
Service Knowledge Management System (SKMS)      Configuration Management System (CMS)Presentation LayerKnowledge Possessin...
• The CMS holds all the information about a CI  within scope.• Changes to every CI must be authorized by  change managemen...
• The CMS maintains the relationship between all  service components and may also include records  for:              •    ...
• The CMS may include data stored in several physical CMDB, which come  together at the information integration layer to f...
• Since the data in normally owned by other  business units, agreements will be needed by  other business units…agreements...
• Records used to support service management processes such as:    •   Incident Records    •   Problem Records    •   Chan...
CMSNetwork CMDB          Security           CMDB                                                                          ...
Definitive Media Library                                    (ITIL Service Transition, ST)One or more locations in which th...
Service Asset and Configuration Management (SACM)                                               (ITIL Service Transition, ...
DML                                                                   CMS                                                 ...
The DML is the foundation for  release and deployment       management.     Created by PelegIT, Ltd. – www.pelegit.com, - ...
Options for release and deploymentBig Bang: New of changed service is deployed to ALL users in one operation.Fast but has ...
Release and Deployment Activities Release policy & planning      Design & Develop or Order & Purchase      Build & Configu...
Release Planning• Defining the Release controls• Defining the Release Schedule• Defining the resources, roles and responsi...
Design & Test(Coordinates with other Service Design and Service Transition Processes)•   Produce release assembly & build ...
Rollout Planning•   Define timetable for distribution•   Identification of effects CI’s•   Defining communication plans•  ...
Logistics, Distribution & Installation1.   Transfer financial assets2.   Transfer changes required for business/organizati...
Roles and ResponsibilitiesRelease and Deployment Manager• Drive effectiveness & efficiency process• Manage release managem...
Change                                   (ITIL Service Transition, ST)The addition, modification or removal of anything th...
Standard Change                                    (ITIL Service Transition, ST)A pre-authorized change that is LOW risk, ...
Normal Change                                 (ITIL Service Transition, ST)A change that is not an emergency change or sta...
Emergency Change                                   (ITIL Service Transition, ST)A change that must be introduced as soon a...
Major Release                                   (ITIL Service Transition, ST)Normally contain large areas of new functiona...
Minor Release                                  (ITIL Service Transition, ST)Normally contain small enhancements and fixes,...
Emergency Release                                   (ITIL Service Transition, ST)Normally contain corrections to a small n...
Known Error                                 (ITIL Service Operation, SO)A problem that has a documented root cause and a w...
Change Advisory Board                                                (ITIL Service Transition, ST)A group of people that s...
Emergency Change Advisory Board                                   (ITIL Service Transition, ST)A subgroup of the change ad...
Role                                          Create RFC                          Change                          Initiato...
Important steps of change:1) The RFC is logged2) An initial review is performed to filter RFC’s3) The RFC’s are assessed –...
Change Management   Auth               Auth                    Auth                   AuthAuth uth                        ...
Change Proposal Major changes that involve significant cost, risk and organizational impact will usually be initiated thro...
Change Proposal IncludesHigh level descriptions (business outcomes to be supported &UTILITY and WARRANTY to be provided. )...
Change Management•   Reviews the change proposal•   Evaluates current change schedule•   Identifies any potential conflict...
Assessing and Evaluating Change         Impact                                     Typical Escalation LevelStandard       ...
7 R’s of Change Management1   • Who RISED the change?2   • What is the REASON for the change?3   • What is the RETURN requ...
The 7 R’s MUST be answered for ALL CHANGES!          Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
Change KPI• Number of RFC’s (Accepted/Rejected)• Number and percent of successful changes• Emergency changes required• Num...
Workaround                                   (ITIL Service Operation, SO)Reducing or eliminating the impact of an incident...
Error                                    (ITIL Service Operation, SO)A design flaw or malfunction that causes a failure of...
Incident Record                                   (ITIL Service Operation, SO)A record containing the details of an incide...
Change                                  (ITIL Service Transition, ST)The addition, modification or removal of anything tha...
Change management covers changes to all configurationitems (CI) across the whole service lifecycle.           Created by P...
Configuration Item (CI)                                   (ITIL Service Transition, ST)Any component or other service asse...
Configuration Management System (CMS)                                (ITIL Service Transition, ST)A set of tools, data and...
Service Asset and Configuration Management (SACM)                               (ITIL Service Transition, ST)The process r...
Service Knowledge Management System (SKMS)                                (ITIL Service Transition, ST)A set of tools and ...
Incident                                (ITIL Service Operation, SO)An unplanned interruption to an IT service or reductio...
Problem                                            (ITIL Service Operation, SO)A cause of one or more incidents. The cause...
Known Error                              (ITIL Service Operation, SO)A problem that has a documented root cause and a work...
Workaround                                  (ITIL Service Operation, SO)Reducing or eliminating the impact of an incident ...
Incident Record                              (ITIL Service Operation, SO)A record containing the details of an incident. E...
Change Management                                  (ITIL Service Transition, ST)The process for controlling the lifecycle ...
Change management must work with transition planningand support to ensure that there is a coordinated overallapproach to m...
Change ModelSteps that should be taken to handle the change including…issuesand unexpected eventsChronological steps…depen...
Remediation:Actions taken to recover after a failed change or release. Remediation may includeback-out, invocation or serv...
Release and DeploymentPlan, schedule and control the build, test and deployment ofreleases…Deploy releases from DML…      ...
Definitive Media Library                                (ITIL Service Transition, ST)One or more locations in which the de...
4 Phases of Release and Deployment    Release and deployment planning1   Plans for creating and deploying the release are ...
Deployment3   The release package in the DML is deployed to the live environment. This    phase starts with change managem...
Data:A set of discrete facts.• Capture accurate data• Analyze, synthesize and then transform the data into information• Id...
Information:Comes from providing context of data. Information is typicallystored in semi-structured content such as docume...
Knowledge:Is composed of tacit experiences, ideas, insights, values andjudgments of individuals. People gain knowledge bot...
Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
Service Transition
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Transcript of "Service Transition"

  1. 1. The Service Transition book covers the development and improvement ofcapabilities for transitioning new and changed services into the live production /operating environment. 11 Transition Planning & Support 12 Change Management Service Asset & 13 Configuration Management (SACM) 14 Release & Deployment Management 15 Service Validation & Testing 16 Change Evaluation 17 Knowledge Management 2 Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  2. 2. Purpose of Service TransitionEnsure new, modified or retired services meet theexpectations of the business as documented in theService Strategy and Service Design stages of thelifecycle. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  3. 3. • Increased success rate of changes and releases• More accurate estimation of service levels and warranties• Leas variation of costs and other resources against those estimated in the budgets. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  4. 4. • One of the more complex tasks of knowledge management is ensuring that more then simply capturing desecrate facts about various elements of the organization and IT infrastructure. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  5. 5. Knowledge ManagementContext Data Understanding Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  6. 6. DataData is a set of discreet facts. Most organizationscapture significant amounts of data every day. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  7. 7. Knowledge ManagementContext Information Who, what, when, where? Data Understanding Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  8. 8. InformationInformation comes from providing context to thedata. This usually requires capturing various sources ofdata and applying some meaning or relevance to theset of facts. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  9. 9. Knowledge ManagementContext knowledge How? Information Who, what, when, where? Data Understanding Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  10. 10. KnowledgeKnowledge is composed of the experiences, ideas,insights and judgments from individuals. This usuallyrequires the analysis of information, and is applied insuch a way to facilitate decision making. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  11. 11. Knowledge ManagementContext Wisdom Why? knowledge How? Information Who, what, when, where? Data Understanding Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  12. 12. WisdomWisdom gives the ultimate discernment of thematerial and having the application and contextualawareness to provide a strong sense of judgment. Theuse of wisdom ultimately enables an organization todirect it’s strategy and growth in competitive marketspaces. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  13. 13. Service Knowledge Management System Decisions Configuration Management System (CMS) Configuration Management Database (CMDB) Known Error Database (KEDB) Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  14. 14. Service Knowledge Management System (SKMS)The complete set of integrated repositories that areused to manage knowledge and information. TheSKMS stores, manages and presents all theinformation that an IT service provider needs tomanage the full lifecycle of services. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  15. 15. Configuration Management System (CMS)The CMS contains configuration data; the CMS alsoincludes information about incidents, problems,known errors, changes and releases.It may also contain data about employees, suppliers,location of business units, customers and users. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  16. 16. Configuration Management Database (CMDB) & Known Error Database (KEDB)CMDB – stores configuration detail for ITinfrastructure.KEDB – Created by Problem Management and is usedby Problem Management and Incident Management. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  17. 17. Service Asset and Configuration Management (SACM)Goal: support the agreed IT service provision bymanaging, storing and providing information aboutConfiguration Items (CI’s) and Service Assetsthroughout their service lifecycle. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  18. 18. Configuration Management Database (CMDB)Captures data about CI and the relationships theyhave between other CI’s. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  19. 19. CI Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  20. 20. It is important to determine thelevel detail which will be stored in the CMDB for each CI. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  21. 21. Configuration Management Activities Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  22. 22. Planning• Defining the strategy, policy scope, objectives, processes and procedures for SACM.• Roles and responsibilities for staff and stakeholders.• Location of storage areas and libraries uses to hold hardware, software and documentation• CMDB Design• CI Naming conventions• Housekeeping including license management and archiving CI Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  23. 23. Identification• Selection, Identification, labeling and registration of CI’s.• What CI’s are recorded, what are their attributes, what relationships exist.• Identification can take place for: • Hardware/Software (including OS) • Business Systems (Custom Built) • Software Packages (off the shelf) • Physical Databases (DB) • Feeds between DB • Software releases • Documentation Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  24. 24. Control• When the CMDB is utilized to store or modify configuration data.• Only authorized and identifiable CI’s are recorded from receipt to disposal.• Control may be used during: • Registration of new CI’s • Updating of CI’s and Licenses • Updates in relation to Request for Change (RFC) and Change Management • Updating after physical audits Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  25. 25. Status Accounting• Reporting of all current and historical data concerned with each CI.• Provides information on: • Configuration Baselines • Latest software item versions • The person responsible for status change • CI change, incident and problem history Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  26. 26. Verification and Auditing• Reviews to verify existence of CI’s• Confirm CI’s are correctly recorded in the CMDB• Audits should occur when: • Before and after a major change • Following a disaster recovery situation • Response to unauthorized CI • At regular intervals Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  27. 27. Reporting• Result of activities to CMDB• Format will vary depending on organizational needs. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  28. 28. Service Knowledge Management System Supplier & Contract Management Information System (SMIS) CSI Register Configuration Management System (CMS) Support for Service Portfolio decisions Definitive Media Library (DML) Service Level Business Plans Agreements (SLA) Contracts & Operational Support for delivery Budgets Level Agreements (OLA) of Services Security Policy Configuration Management System (CMS) Service Improvement Plans Configuration Management DB Cost Models Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  29. 29. The arrows to the right represent that fact that allconfiguration items (CI) are described within theconfiguration management system Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  30. 30. Roles and ResponsibilitiesService Asset ManagementManagement of service assets across the wholelifecycle.• Acquisitions to retirement• Maintenance of asset inventoryConfiguration ManagementProvide logical model of services, assets andinfrastructure by recording relationships. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  31. 31. Configuration Item (CI) (ITIL Service Transition, ST)Any component or other service asset that needs to be managed in order to deliver an ITservice. Information about each CI is recorded in a configuration record within theConfiguration Management System (CMS) and is maintained throughout it’s lifecycleby Service Asset and Configuration Management (SACM). Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  32. 32. Configuration Management System (CMS) (ITIL Service Transition, ST) Aset of tools, data and information that is used to support service assets andconfiguration management. The CMS is part of an overall service knowledgemanagement system (SKMS) and includes tools forcollecting, storing, managing, updating, analyzing and presenting data about all CI andtheir relationships. The CMS may also include information aboutincidents, problems, know errors, changes and releases. The CMS is maintained byservice asset and configuration management and is used by all IT service managementprocesses. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  33. 33. Service Asset and Configuration Management (SACM) (ITIL Service Transition, ST)The process responsible for ensuring that the assets required to deliver services areproperly controlled, and that accurate and reliable information about those assets isavailable when and where it is needed. This information includes details of how theassets have been configured and the relationship between assets. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  34. 34. SKMS Some CI’s (such as The CMS is part SLA or release of the SKMS plans) are in the SKMS CMSConfigurationrecords are storedin CMDB’s in theCMS Other CI’s (such as users and servers) are outside the SKMS Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  35. 35. Service Knowledge Management System (SKMS) Configuration Management System (CMS)Presentation LayerKnowledge Possessing LayerInformation Integration Layer Schema Mapping, metadata management, reconciliation, extract, transform, mining Integrated CMDBData Layer Records in CMS or other External DB Discovery, Collection, parts of SKMS Audit Other item sin SKMS Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  36. 36. • The CMS holds all the information about a CI within scope.• Changes to every CI must be authorized by change management and all updates must include updates to relevant configuration records.• In some organizations authority to modify CI’s within the SKMS is assigned to the Configuration Librarian…responsible for modifying configuration records in the CMS. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  37. 37. • The CMS maintains the relationship between all service components and may also include records for: • Related Incidents • Problems • Know Errors • Changes • Releases Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  38. 38. • The CMS may include data stored in several physical CMDB, which come together at the information integration layer to form a integrated CMDB Service Knowledge Management System (SKMS) Configuration Management System (CMS) Presentation Layer Knowledge Possessing Layer Data Layer Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  39. 39. • Since the data in normally owned by other business units, agreements will be needed by other business units…agreements about what data will be available and how it will be accessed and maintained.• This agreement will should be formally documented in an OLA. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  40. 40. • Records used to support service management processes such as: • Incident Records • Problem Records • Change Records • Release Records • Know Error Records• Should be associated with the specific CI that they relate to. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  41. 41. CMSNetwork CMDB Security CMDB Service Desk Marketing CMDB Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  42. 42. Definitive Media Library (ITIL Service Transition, ST)One or more locations in which the definitive and authorized versions of all softwareconfiguration items are securely stored. The definitive media library may also containassociated configuration items such as licenses and documentation. It is a single logicalstorage area even if there are multiple physical storage locations. The DML is controlledby services asset and configuration management and is recorded in the CMS. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  43. 43. Service Asset and Configuration Management (SACM) (ITIL Service Transition, ST)The process responsible for ensuring that the assets required to deliver services areproperly controlled, and that accurate and reliable information about those assets isavailable when and where it is needed. This information includes details of how theassets have been configured and the relationship between assets. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  44. 44. DML CMS CMDB Information about CI’sPhysical CI’s Release RecordElectronic CI’s Deploy new release Test new release Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  45. 45. The DML is the foundation for release and deployment management. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  46. 46. Options for release and deploymentBig Bang: New of changed service is deployed to ALL users in one operation.Fast but has increased risk of negative impact for failed release.Phased Approach: Partial deployment. Repeated to other areas as per schedule.Can be slow and create tension between departments.The Push Approach: Service is PUSHED to the target locations.In terms of deployment either Big Bang or Phased use the pushed approach, sincethe service may be delivered at a time not of the users choosing.The Pull Approach: Software is made available in a secure location and users mayPULL it down into their system at a time of their choosing.Automated: A automatic system delivers the release. This is often easily repeatable.Manual: often error prone and very slow. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  47. 47. Release and Deployment Activities Release policy & planning Design & Develop or Order & Purchase Build & Configure Release Release Testing & Acceptance Deployment Planning Communication, Preparation & Training Logistics, Delivery & Installation Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  48. 48. Release Planning• Defining the Release controls• Defining the Release Schedule• Defining the resources, roles and responsibilities required for the release Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  49. 49. Design & Test(Coordinates with other Service Design and Service Transition Processes)• Produce release assembly & build instructions• Create installation scripts• Run test plans• Develop back-out procedures• Produce tested installation procedures Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  50. 50. Rollout Planning• Define timetable for distribution• Identification of effects CI’s• Defining communication plans• Defining training plans• Communication and trailing for: • Users • Support staff (including service desk) Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  51. 51. Logistics, Distribution & Installation1. Transfer financial assets2. Transfer changes required for business/organization3. Deploy processes and materials4. Deploy Service Management Capabilities5. Transfer Service6. Deploy Service7. Decommissioning and retiring of service8. Remove redundant assets Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  52. 52. Roles and ResponsibilitiesRelease and Deployment Manager• Drive effectiveness & efficiency process• Manage release management team• Liaise with Change & Configuration Management, IT Platform Managers, Application developers etc.Release and Deployment Management Team• Manage DML• Design, build, test and deploy releases• Manage software management/distribution tools Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  53. 53. Change (ITIL Service Transition, ST)The addition, modification or removal of anything that could have an effect on ITservices. The scope should include changes to architectures, processes, tools, metricsand documentation, as well as changes to IT services and other CI’s Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  54. 54. Standard Change (ITIL Service Transition, ST)A pre-authorized change that is LOW risk, relatively common and follows a procedure orwork instruction – for example a password reset or provision of standard equipment to anew employee. Requests for Change (RFC) are not required to implement a standardchange, and are logged and tracked using a different mechanism, such as a servicerequest. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  55. 55. Normal Change (ITIL Service Transition, ST)A change that is not an emergency change or standard change. Normal changes followdefined steps of the change management process. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  56. 56. Emergency Change (ITIL Service Transition, ST)A change that must be introduced as soon as possible – for example, to resolve a majorincident or implement a security patch. The change management process will normallyhave a specific procedure for handling emergency changes. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  57. 57. Major Release (ITIL Service Transition, ST)Normally contain large areas of new functionality some of which may eliminate temporaryfixes to problems.A major upgrade or release usually supersedes all preceding minor upgrades, releaseand emergency fixes. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  58. 58. Minor Release (ITIL Service Transition, ST)Normally contain small enhancements and fixes, some of which may already have beenissued as emergency fixes.A minor upgrade or release usually supersedes all preceding emergency fixes. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  59. 59. Emergency Release (ITIL Service Transition, ST)Normally contain corrections to a small number of know errors, or sometimes anenhancement to meet a high priority business requirement. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  60. 60. Known Error (ITIL Service Operation, SO)A problem that has a documented root cause and a workaround. Known errors arecreated and managed throughout their lifecycle by problem management. Known errorsmay also be identified by development and suppliers. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  61. 61. Change Advisory Board (ITIL Service Transition, ST)A group of people that support the assessment, prioritization, authorization andscheduling or changes. A change advisory board is usually made up of representativesfrom: all areas within the IT service provider; the business; and third parties such assuppliers. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  62. 62. Emergency Change Advisory Board (ITIL Service Transition, ST)A subgroup of the change advisory board that makes decisions about emergency changes.Membership may be decided at the time a meeting is called, and depends on the nature ofthe emergency change. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  63. 63. Role Create RFC Change InitiatorChange Proposal Change Record RFC (Optional) Management RequestedActivities assigned to Change Review RFCthe role “change Managementmanagement” may be Ready for evaluationcarried out by a change Asses and Update Information in CMSpractitioner, a change evaluate changeauthority or the change Changemanagement process Management Work Instructionowner, depending onorganizational design. Authorize change Change build and test Ready for decision Authority*Activities to Authorizedplan, create and deploy Coordinate changereleases are part of build and test*release and deployment Changemanagement process Management Work Instruction Authorize change Change deployment Created Authority Coordinate change Scheduled deployment Change Work Instruction Management Implemented Review and close change record Closed Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  64. 64. Important steps of change:1) The RFC is logged2) An initial review is performed to filter RFC’s3) The RFC’s are assessed – this may involve the CAB or ECAB4) This is authorized by the change manager5) Work orders are issued for the build change (Carried out by another group)6) Change management coordinates the work performed (with multiple check points)7) The change is reviewed8) The Change is closed Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  65. 65. Change Management Auth Auth Auth AuthAuth uth A Auth Authorize Authorize Authorize Authorize Post release planning build and test Check-in to DML Deployment / implementation Transfer / retirement reviewRelease and Release build Review andDeployment Deployment and test test Planning Deployment Transfer Retirement Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  66. 66. Change Proposal Major changes that involve significant cost, risk and organizational impact will usually be initiated through Service Portfolio management process. Change proposals are submitted to change management Authorizing a change does not mean authorizing implementation. Created by Service Change ManagementPortfolio Management for authorization Change Change Proposal Proposal Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  67. 67. Change Proposal IncludesHigh level descriptions (business outcomes to be supported &UTILITY and WARRANTY to be provided. )Full business case including:• Risks• Issues• Alternatives• Budget Expectations• Financial ExpectationsOutline schedule for design and implementation of change. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  68. 68. Change Management• Reviews the change proposal• Evaluates current change schedule• Identifies any potential conflicts• Issues and responds to change proposal • Either authorizes or documents issues that need to be addressedAfter new/changed service is chartered RFC’s are used via normal change Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  69. 69. Assessing and Evaluating Change Impact Typical Escalation LevelStandard Excluded using a pre-defined form or template Normal ChangesMinor Change Manager (CM) or other operational managerSignificant Change Advisory Board (CAB)Major IT Management Board Urgent ChangesNormal Change Management or Change Advisory Board (CAB)Emergency Emergency Change Advisory Board (ECAB) Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  70. 70. 7 R’s of Change Management1 • Who RISED the change?2 • What is the REASON for the change?3 • What is the RETURN required from the change?4 • What are the RISKS involved in the change?5 • What RESOURCES are required to deliver the change?6 • Who is RESSPONSIBLE for the build, test and implementation of the change?7 • What is the RELATIONSHIP between this change and other changes? Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  71. 71. The 7 R’s MUST be answered for ALL CHANGES! Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  72. 72. Change KPI• Number of RFC’s (Accepted/Rejected)• Number and percent of successful changes• Emergency changes required• Number of changes awaiting implantation• Number of implemented changes per period (quarter, bi-quarter, yearly)• Change backlogs or bottle-necks• Business impact of changes• Frequency of changes to CI’s Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  73. 73. Workaround (ITIL Service Operation, SO)Reducing or eliminating the impact of an incident or problem for which a full resolution isnot yet available – for example by restarting a failed CI. Workarounds for problems aredocumented in known error records. Workarounds for incidents that do not haveassociated problem records are documented in incident records. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  74. 74. Error (ITIL Service Operation, SO)A design flaw or malfunction that causes a failure of one or more IT services or other CI. Amistake made by a person or a faulty process that impacts a CI is also an error. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  75. 75. Incident Record (ITIL Service Operation, SO)A record containing the details of an incident. Each incident record documents thelifecycle of a single incident. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  76. 76. Change (ITIL Service Transition, ST)The addition, modification or removal of anything that could have an effect on ITservices. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  77. 77. Change management covers changes to all configurationitems (CI) across the whole service lifecycle. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  78. 78. Configuration Item (CI) (ITIL Service Transition, ST)Any component or other service asset that needs to be managed in order to deliver an ITservice. Information about each CI is recorded in a configuration record within theConfiguration Management System (CMS) and is maintained throughout it’s lifecycle byService Asset and Configuration Management (SACM). Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  79. 79. Configuration Management System (CMS) (ITIL Service Transition, ST)A set of tools, data and information that is used to support service assets andconfiguration management. The CMS is part of an overall service knowledgemanagement system (SKMS) and includes tools forcollecting, storing, managing, updating, analyzing and presenting data about all CI andtheir relationships. The CMS may also include information aboutincidents, problems, know errors, changes and releases. The CMS is maintained byservice asset and configuration management and is used by all IT service managementprocesses. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  80. 80. Service Asset and Configuration Management (SACM) (ITIL Service Transition, ST)The process responsible for ensuring that the assets required to deliver services areproperly controlled, and that accurate and reliable information about those assets isavailable when and where it is needed. This information includes details of how theassets have been configured and the relationship between assets. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  81. 81. Service Knowledge Management System (SKMS) (ITIL Service Transition, ST)A set of tools and databases that is used to manage knowledge, information and data.The SKMS includes the CMS as well as other DB and information systems. The SKMSincludes tools for collecting, storing, managing, updating, analyzing and presenting allthe knowledge, information and data that a service provider will need to manage thefull lifecycle of IT services. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  82. 82. Incident (ITIL Service Operation, SO)An unplanned interruption to an IT service or reduction in quality of an IT service.Failure of a CI that has NOT yet effected service is also an incident – for examplefailure of a disk to mirror. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  83. 83. Problem (ITIL Service Operation, SO)A cause of one or more incidents. The cause is not usually known at the time theproblem record is created, and the problem management process is responsible forfurther investigation. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  84. 84. Known Error (ITIL Service Operation, SO)A problem that has a documented root cause and a workaround. Known errors arecreated and managed throughout their lifecycle by problem management. Knownerrors may also be identified by development and suppliers. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  85. 85. Workaround (ITIL Service Operation, SO)Reducing or eliminating the impact of an incident or problem for which a fullresolution is not yet available – for example by restarting a failed CI. Workarounds forproblems are documented in known error records. Workarounds for incidents thatdo not have associated problem records are documented in incident records. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  86. 86. Incident Record (ITIL Service Operation, SO)A record containing the details of an incident. Each incident record documents thelifecycle of a single incident. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  87. 87. Change Management (ITIL Service Transition, ST)The process for controlling the lifecycle of all changes, enabling beneficial changesto be made with minimum disruption to IT services. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  88. 88. Change management must work with transition planningand support to ensure that there is a coordinated overallapproach to managing service transition. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  89. 89. Change ModelSteps that should be taken to handle the change including…issuesand unexpected eventsChronological steps…dependenciesResponsibilities – who should do what, who will authorize thechange, who will decide whether formal change evaluation isrequired.Timelines and thresholdsEscalation procedures – who should be contacted and when. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  90. 90. Remediation:Actions taken to recover after a failed change or release. Remediation may includeback-out, invocation or service continuity plans, or other actions designed to enablethe business process to continue. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  91. 91. Release and DeploymentPlan, schedule and control the build, test and deployment ofreleases…Deploy releases from DML… Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  92. 92. Definitive Media Library (ITIL Service Transition, ST)One or more locations in which the definitive and authorized versions of allsoftware configuration items are securely stored. The definitive media library mayalso contain associated configuration items such as licenses and documentation. Itis a single logical storage area even if there are multiple physical storage locations.The DML is controlled by services asset and configuration management and isrecorded in the CMS. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  93. 93. 4 Phases of Release and Deployment Release and deployment planning1 Plans for creating and deploying the release are created. This phase starts with change management authorization to plan a release and ends with change management authorization to create the release. Release build and test2 The release package is built, tested and checked into the DML. This phase starts with change management to build the release and ends with change management authorization for the baselined release package to be checked into the DML by service asset and configuration management. This phase only happens once for each release. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  94. 94. Deployment3 The release package in the DML is deployed to the live environment. This phase starts with change management authorization to deploy the release package to one or more target environments and ends with handover to the service operations functions and early life support. There may be many separate deployment phases for each release, depending on planned deployment options. Review and close4 Experience and feedback are captured, performance targets and achievements are reviewed and lessons and learned. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  95. 95. Data:A set of discrete facts.• Capture accurate data• Analyze, synthesize and then transform the data into information• Identify relevant data and concentrate resources on its capture• Maintain integrity of the data• Archive and purge data to ensure optimal balance between availability of data and use of resources Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  96. 96. Information:Comes from providing context of data. Information is typicallystored in semi-structured content such as documents, e-mail andmultimedia. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  97. 97. Knowledge:Is composed of tacit experiences, ideas, insights, values andjudgments of individuals. People gain knowledge both from theirown and from peers’ experience, as well as from analysis ofinformation (data). Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  98. 98. Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved

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