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V3 Service Transition Finbarr Callan Lecturer, Best Practice
V3 Service Transition : Agenda <ul><li>Key Elements of Transition </li></ul><ul><li>Processes –  </li></ul><ul><ul><li>Ser...
Service Lifecycle Components
<ul><li>Purpose and Goals </li></ul><ul><li>Provide  guidance on the development and improvement of capabilities  for tran...
Service Transition Scope Management and co-ordination of the processes, systems and functions to package, build, test and ...
Service Transition : Scope © Crown Copyright 2007.  Reproduced with permission from OGC
<ul><li>It enables the service provider to: </li></ul><ul><li>Handle  high volumes  of change and releases across its cust...
Business Value   <ul><li>Adaptability </li></ul><ul><li>Mergers & Acquisitions </li></ul><ul><li>Successful Change </li></...
<ul><li>Define Transition Policy </li></ul><ul><li>All changes  made through Change/Service Transition </li></ul><ul><li>C...
Fundamental Principles <ul><li>Define Release Policy </li></ul><ul><li>Roles and Responsibilities </li></ul><ul><li>Naming...
Common Operations <ul><li>Communications </li></ul><ul><ul><li>Strategy and planning </li></ul></ul><ul><ul><li>Methods </...
Shock Rejection Experiment Commitment Time The Denial Curve & Cultural Change
Service Transition : Processes <ul><li>Transition Strategy, Planning and Support  </li></ul><ul><li>Knowledge Management <...
Transition Planning <ul><li>Scope </li></ul><ul><li>Value to the business </li></ul><ul><li>Basic concepts </li></ul><ul><...
The purpose of Knowledge Management is to ensure that the  right information  is delivered to the  appropriate place  or  ...
DIKW Model © Crown Copyright 2007.  Reproduced with permission from OGC
Managing Knowledge © Crown Copyright 2007.  Reproduced with permission from OGC
Knowledge Management
Knowledge Management
Service Asset and Configuration Management
Managing Knowledge © Crown Copyright 2007.  Reproduced with permission from OGC
Service Asset & Configuration Management <ul><li>Objectives  </li></ul><ul><li>To  define and control  the components of s...
<ul><li>Key Concepts </li></ul><ul><li>Configuration items (CIs) </li></ul><ul><li>Categories </li></ul><ul><li>Levels </l...
Service Asset & Configuration Management A Configuration Item (CI) is an asset, service component or other item which is, ...
Asset and Configuration Management
Asset and Configuration Management
Asset and Configuration Management
Change Management
Change Management <ul><li>Objective and Scope </li></ul><ul><li>To ensure that changes are: </li></ul><ul><li>Recorded, ev...
<ul><li>Change types : </li></ul><ul><li>Normal  – requires full assessment and authorization </li></ul><ul><li>Standard  ...
Change Management : Normal Change Process © Crown Copyright 2007.  Reproduced with permission from OGC
Change Management <ul><li>Standard Change Elements  </li></ul><ul><li>Defined trigger </li></ul><ul><li>Tasks are well-kno...
Change Management : Assessing Impact <ul><li>The 7 “Rs” </li></ul><ul><li>Who  RAISED  the change? </li></ul><ul><li>What ...
Change Management : Challenges <ul><li>The spread of those affected  </li></ul><ul><li>Balancing risk  and  need </li></ul...
Change Management
Change Management
Change Management
Release and Deployment Management
Release and Deployment : Objectives <ul><li>Clear and comprehensive plans  enabling change projects to align their activit...
Release and Deployment  Management <ul><li>Scope </li></ul><ul><li>Value to the business </li></ul><ul><li>Basic concepts ...
Release and Deployment Management © Crown Copyright 2007.  Reproduced with permission from OGC
CMS and Deployment © Crown Copyright 2007.  Reproduced with permission from OGC
<ul><li>Release Options </li></ul><ul><li>Big-bang  – to all users at once </li></ul><ul><li>Phased  – partial then schedu...
Release and Deployment Management
The V Model   © Crown Copyright 2007.  Reproduced with permission from OGC
<ul><li>Validation and Testing </li></ul><ul><li>Scope </li></ul><ul><li>Value to the business </li></ul><ul><li>Basic con...
Evaluation and Testing
Roles and Responsibilities <ul><li>Service Owner </li></ul><ul><li>Service Transition Manager </li></ul><ul><li>Service As...
Service Lifecycle Components
Any Questions <ul><li>[email_address] </li></ul><ul><li>www.axiossystems.com </li></ul><ul><li>Further Resources </li></ul...
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ITIL Practical Guide - Service Transition

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Integrating services with the business environment can be a daunting task. This video explains how you set success criteria and provide real, measurable business value. You will also learn the fundamentals of transition and release policy.

Published in: Business, Education
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  • DOWNLOAD FULL BOOKS, INTO AVAILABLE FORMAT ......................................................................................................................... ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y3nhqquc } ......................................................................................................................... ......................................................................................................................... ......................................................................................................................... .............. Browse by Genre Available eBooks ......................................................................................................................... Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult,
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ITIL Practical Guide - Service Transition

  1. 1. V3 Service Transition Finbarr Callan Lecturer, Best Practice
  2. 2. V3 Service Transition : Agenda <ul><li>Key Elements of Transition </li></ul><ul><li>Processes – </li></ul><ul><ul><li>Service Asset & Configuration Management </li></ul></ul><ul><ul><li>Change Management </li></ul></ul><ul><ul><li>Release and Deployment Management </li></ul></ul><ul><ul><li>Knowledge Management </li></ul></ul><ul><ul><li>Evaluation & Testing </li></ul></ul><ul><li>Questions </li></ul>
  3. 3. Service Lifecycle Components
  4. 4. <ul><li>Purpose and Goals </li></ul><ul><li>Provide guidance on the development and improvement of capabilities for transitioning new and changed services into operations </li></ul><ul><li>Set customer expectations </li></ul><ul><li>Enable integration </li></ul><ul><li>Reduce performance variation </li></ul><ul><li>Reduce known errors and minimize risk </li></ul><ul><li>Ensure proper use of services </li></ul>Service Transition
  5. 5. 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 <ul><li>Provide clear and comprehensive plans </li></ul><ul><li>Plan and manage the resources </li></ul><ul><li>Increase satisfaction </li></ul><ul><li>Increase use of services </li></ul>
  6. 6. Service Transition : Scope © Crown Copyright 2007. Reproduced with permission from OGC
  7. 7. <ul><li>It enables the service provider to: </li></ul><ul><li>Handle high volumes of change and releases across its customer base </li></ul><ul><li>Align the new or changed service with the customer’s business requirements and business operations </li></ul><ul><li>Ensure that customers and users can use the new or changed service in a way that maximizes value to the business operations </li></ul>Value to the Business
  8. 8. Business Value <ul><li>Adaptability </li></ul><ul><li>Mergers & Acquisitions </li></ul><ul><li>Successful Change </li></ul><ul><li>Service Predictability </li></ul><ul><li>Compliance </li></ul><ul><li>Productivity </li></ul><ul><li>Contract Management </li></ul><ul><li>Risk Management </li></ul>
  9. 9. <ul><li>Define Transition Policy </li></ul><ul><li>All changes made through Change/Service Transition </li></ul><ul><li>Common process framework </li></ul><ul><li>Align with organization process/re-use </li></ul><ul><li>Align with business requirements </li></ul><ul><li>Relationship and expectation management </li></ul><ul><li>Effective knowledge transfer </li></ul><ul><li>Planning and design </li></ul><ul><li>Manage resources </li></ul><ul><li>Handle corrections </li></ul><ul><li>Meet quality needs </li></ul>Fundamental Principles
  10. 10. Fundamental Principles <ul><li>Define Release Policy </li></ul><ul><li>Roles and Responsibilities </li></ul><ul><li>Naming/numbering/identification for release types </li></ul><ul><li>Frequency of release </li></ul><ul><li>Grouping changes into releases </li></ul><ul><li>Automation </li></ul><ul><li>Baselining </li></ul><ul><li>Acceptance criteria </li></ul><ul><li>ELS – end/handover to operations </li></ul>
  11. 11. Common Operations <ul><li>Communications </li></ul><ul><ul><li>Strategy and planning </li></ul></ul><ul><ul><li>Methods </li></ul></ul><ul><li>Organizational Change </li></ul><ul><ul><li>DRAC ( D enial/ R ejection/ A cceptance/ C ommitment) curve – how do you overcome it? </li></ul></ul><ul><ul><li>Necessity/Vision/Plan/Resources/Competence </li></ul></ul><ul><ul><li>Culture </li></ul></ul><ul><ul><li>Stakeholder Management </li></ul></ul>
  12. 12. Shock Rejection Experiment Commitment Time The Denial Curve & Cultural Change
  13. 13. Service Transition : Processes <ul><li>Transition Strategy, Planning and Support </li></ul><ul><li>Knowledge Management </li></ul><ul><li>Change Management </li></ul><ul><li>Service Asset and Configuration Management </li></ul><ul><li>Release and Deployment Management </li></ul><ul><li>Service Testing and Verification </li></ul><ul><li>Evaluation </li></ul>
  14. 14. Transition Planning <ul><li>Scope </li></ul><ul><li>Value to the business </li></ul><ul><li>Basic concepts </li></ul><ul><li>Activities/techniques </li></ul><ul><li>Challenges </li></ul>
  15. 15. 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 . Knowledge Management
  16. 16. DIKW Model © Crown Copyright 2007. Reproduced with permission from OGC
  17. 17. Managing Knowledge © Crown Copyright 2007. Reproduced with permission from OGC
  18. 18. Knowledge Management
  19. 19. Knowledge Management
  20. 20. Service Asset and Configuration Management
  21. 21. Managing Knowledge © Crown Copyright 2007. Reproduced with permission from OGC
  22. 22. Service Asset & Configuration Management <ul><li>Objectives </li></ul><ul><li>To define and control the components of services and infrastructure, and maintain accurate configuration records allowing: </li></ul><ul><li>Compliance with corporate governance </li></ul><ul><li>Control of asset base </li></ul><ul><li>Cost optimization </li></ul><ul><li>Effective change and release management </li></ul><ul><li>Faster incident and problem resolution </li></ul>
  23. 23. <ul><li>Key Concepts </li></ul><ul><li>Configuration items (CIs) </li></ul><ul><li>Categories </li></ul><ul><li>Levels </li></ul><ul><li>Naming </li></ul><ul><li>Labels </li></ul><ul><li>Attributes </li></ul><ul><li>Configuration Management System (CMS) </li></ul><ul><li>Baselines </li></ul>Service Asset & Configuration Management
  24. 24. Service Asset & Configuration Management A Configuration Item (CI) is an asset, service component or other item which is, or will be, under the control of configuration management. <ul><li>Configuration Items </li></ul><ul><li>CI Categories: </li></ul><ul><li>Service lifecycle CIs, e.g. plans, business case, SDP </li></ul><ul><li>Service CIs - Capability assets, e.g. people, knowledge resource assets, e.g. systems, data models and packages </li></ul><ul><li>Organization CIs </li></ul><ul><li>Internal CIs </li></ul><ul><li>External CIs </li></ul>
  25. 25. Asset and Configuration Management
  26. 26. Asset and Configuration Management
  27. 27. Asset and Configuration Management
  28. 28. Change Management
  29. 29. Change Management <ul><li>Objective and Scope </li></ul><ul><li>To ensure that changes are: </li></ul><ul><li>Recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner </li></ul><ul><li>Changes to base-lined service assets and configuration items across the service lifecycle </li></ul>
  30. 30. <ul><li>Change types : </li></ul><ul><li>Normal – requires full assessment and authorization </li></ul><ul><li>Standard – pre-authorized by change management </li></ul><ul><li>Emergency – rapid response to a business affecting situation </li></ul>Service Change Definition The addition, modification or removal of any authorized, planned or supported service or service component and its associated documentation Change Management : Concepts
  31. 31. Change Management : Normal Change Process © Crown Copyright 2007. Reproduced with permission from OGC
  32. 32. Change Management <ul><li>Standard Change Elements </li></ul><ul><li>Defined trigger </li></ul><ul><li>Tasks are well-known, documented and proven </li></ul><ul><li>Authority is effectively given in advance </li></ul><ul><li>Budgetary approval pre-ordained or within control of requestor </li></ul><ul><li>Risk – usually low; always well understood </li></ul>
  33. 33. Change Management : Assessing Impact <ul><li>The 7 “Rs” </li></ul><ul><li>Who RAISED the change? </li></ul><ul><li>What is the REASON for it? </li></ul><ul><li>What is RETURN required? </li></ul><ul><li>What are the RISKS involved? </li></ul><ul><li>What RESOURCES are required to deliver it? </li></ul><ul><li>Who is RESPONSIBLE for build, test and implementation? </li></ul><ul><li>What is the RELATIONSHIP with other changes? </li></ul>
  34. 34. Change Management : Challenges <ul><li>The spread of those affected </li></ul><ul><li>Balancing risk and need </li></ul><ul><li>Stability vs responsiveness </li></ul><ul><li>Balancing control and bureaucracy </li></ul><ul><li>Culture </li></ul><ul><li>Using the right measurements </li></ul>
  35. 35. Change Management
  36. 36. Change Management
  37. 37. Change Management
  38. 38. Release and Deployment Management
  39. 39. Release and Deployment : Objectives <ul><li>Clear and comprehensive plans enabling change projects to align their activities </li></ul><ul><li>Release packages can be built, installed, tested and deployed efficiently </li></ul><ul><li>New or changed services meet the utility, warranty and service levels </li></ul><ul><li>Ensure knowledge transfer enabling full utilization by the consumer </li></ul><ul><li>Ensure knowledge and skills transfer to support staff enabling full delivery and support of the service </li></ul><ul><li>Minimize unpredicted impact </li></ul><ul><li>Satisfied customers and users </li></ul>
  40. 40. Release and Deployment Management <ul><li>Scope </li></ul><ul><li>Value to the business </li></ul><ul><li>Basic concepts </li></ul><ul><ul><li>Release Unit : a portion of a service or infrastructure that is normally released together </li></ul></ul><ul><ul><li>Release Package: a single release unit or a structured set of release units </li></ul></ul><ul><li>Activities/techniques </li></ul><ul><li>Challenges </li></ul>
  41. 41. Release and Deployment Management © Crown Copyright 2007. Reproduced with permission from OGC
  42. 42. CMS and Deployment © Crown Copyright 2007. Reproduced with permission from OGC
  43. 43. <ul><li>Release Options </li></ul><ul><li>Big-bang – to all users at once </li></ul><ul><li>Phased – partial then scheduled roll-out </li></ul><ul><ul><li>- Incremental changes to all users </li></ul></ul><ul><ul><li>- Unit by unit </li></ul></ul><ul><ul><li>- Element by element </li></ul></ul><ul><ul><li>- Combinations of these </li></ul></ul><ul><li>Push versus pull </li></ul><ul><li>Automation versus manual </li></ul>Release and Deployment Management
  44. 44. Release and Deployment Management
  45. 45. The V Model © Crown Copyright 2007. Reproduced with permission from OGC
  46. 46. <ul><li>Validation and Testing </li></ul><ul><li>Scope </li></ul><ul><li>Value to the business </li></ul><ul><li>Basic concepts </li></ul><ul><li>Activities/techniques </li></ul><ul><li>Challenges </li></ul><ul><li>Evaluation </li></ul><ul><li>Scope </li></ul><ul><li>Value to the business </li></ul><ul><li>Basic concepts </li></ul><ul><li>Activities/techniques </li></ul><ul><li>Challenges </li></ul>Validation and Testing / Evaluation
  47. 47. Evaluation and Testing
  48. 48. Roles and Responsibilities <ul><li>Service Owner </li></ul><ul><li>Service Transition Manager </li></ul><ul><li>Service Asset Manager </li></ul><ul><li>Configuration Manager/Analyst </li></ul><ul><li>Change Authority </li></ul><ul><li>Change Manager </li></ul><ul><li>CAB/ECAB </li></ul>
  49. 49. Service Lifecycle Components
  50. 50. Any Questions <ul><li>[email_address] </li></ul><ul><li>www.axiossystems.com </li></ul><ul><li>Further Resources </li></ul><ul><li>V3 Service Strategy and Service Design Webinars – now available onDemand. </li></ul><ul><li>V2 versus V3 White Paper and Webinar - on Axios website. </li></ul><ul><li>ITIL V3 Quick Reference Guide – pocket guide & poster </li></ul><ul><li>ITSM: IT Transforms Itself into a Service . Aberdeen Group Research. Available to download, along with a complementary onDemand Webinar on the Axios website. </li></ul><ul><li>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. </li></ul>

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