This document provides an introduction to service transition processes in ITIL. It discusses the key principles and purposes of various service transition processes. The processes covered include transition planning and support, change management, service asset and configuration management, release and deployment management, service validation and testing, change evaluation, and knowledge management. The overall purpose of service transition processes is to plan and manage the building, testing, and deployment of new or changed IT services to ensure they meet requirements and provide value to the business with minimal disruption.

1. M A N A J E M E N L A Y A N A N
T E K N O L O G I I N F O R M A S I
I S 1 8 4 5 1 7
I N T R O T O
S E R V I C E T R A N S I T I O N P R O C E S S E S
Anisah Herdiyanti, M.Sc, ITILF
anisah@is.its.ac.id
Management of Information Systems Laboratory
Department of Information Systems

2. T E L K O M
T R A N S F O R M A T I O N :
O R G A N I Z A T I O N A L
C H A N G E M A N A G E M E N T
The purpose of the organizational change management practice is to
ensure that changes in an organization are smoothly and successfully
implemented, and that lasting benefits are achieved by managing the
human aspects of the changes
Source:
https://indihome.co.id/paket

3. O P E N I N G

4. A G E N D A
• Wrap Up: Service Design Processes
• What are Service Transition Principles
• What are Service Transition Processes

5. W R A P U P
S E R V I C E S T R A T E G Y P R O C E S S E S

6. Source:
Passing Your ITIL Foundation Exam, TSO, 2012 O V E R V I E W O F S E R V I C E D E S I G N

7. S L A E X A M P L E

8. W H AT A R E S E R V I C E
T R A N S I T I O N P R I N C I P L E S
A N I N T R O D U C T I O N

9. W H Y − T H E I M P O R TA N C E
• Supporting the change process of the business
• Ensuring the minimum impact for the services which
are already in production
• Reducing variations in the performance and known
errors of the new/changed service

10. W H Y − T H E VA L U E F O R B U S I N E S S
• Better compliance of business and governing rules
• Less deviation between planned budgets and the actual costs
• Well managed changes and releases
• Better insight into the possible risks during service delivery

11. W H AT
• Plan and manage the capacity and resources required to
package, build, test and deploy a release into production
• Ensure that services can be managed, operated and supported
as specified during Service Design.
• Establish communications and documentation of information
during deployments

12. S C O P E
Source:
ITIL Service Transition, ITIL V3 – 2011 (p. 5)

13. W H AT I S S E R V I C E
T R A N S I T I O N P R O C E S S E S
A N I N T R O D U C T I O N

14. K E Y
C O N C E P T
O N S E R V I C E
T R A N S I T I O N
Change Evaluation
Source:
Passing Your ITIL Foundation Exam, TSO, 2012
(p. 121)
Transition Planning and Support

15. T R A N S I T I O N
P L A N N I N G A N D
S U P P O R T

16. W H Y − T H E P U R P O S E
• Plan and coordinate resources to ensure the specifications of
the Service Design are realized within estimated cost, quality,
and time.
• Ensure that all stakeholders adopt the common framework to
establish the specifications based on Transition Strategy
• Provide clear and comprehensive of Service Transition Plans

17. Provide clear transition
plan
Communicate with
stakeholders

20. C H A N G E
M A N A G E M E N T

21. W H Y − T H E P U R P O S E
• Ensure standardized methods and procedures are used for
efficient and prompt handling of all changes , in order to
minimize impact toward business operation
• Record all changes in a controlled manner
• Communicate schedule of changes to all stakeholders

22. Not every change is an improvement,
But every improvement is a change

23. Anticipate customer’s
changing business
Store and communicate all
changes

26. S E R V I C E A S S E T A N D
C O N F I G U R AT I O N
M A N A G E M E N T

27. W H Y − T H E P U R P O S E
• Maintain accurate service assets and configurations to support
IT services
• Provide logical model of all services, assets, and physical
infrastructures

28. Ensure the integrity of
service assets and
configurations
Improve visibility and
performance of services

30. R E L E A S E A N D
D E P L OY M E N T
M A N A G E M E N T

31. W H Y − T H E P U R P O S E
• Undertakes the planning, design, building, testing, and
supplying the services specified in the Service Design
• Deploy releases into operation and establish effective use of the
service in order to deliver value to the customer.

32. Build, test, supply services
specified in Service Design
Fulfill the requirements and
objectives of business

33. H O W
• Plan and prepare release
• Build and test
• Service testing and pilots
• Plan and prepare for deployment
• Transfer, deploy, retire
• Review and close service transition

34. Source:
http://web.tuke.sk/fei-cit/sarnovsky/RIP/Procesy/Release%20and%20deployment%20management.pdf

36. S E R V I C E V A L I D AT I O N
A N D T E S T I N G

37. W H Y − T H E P U R P O S E
• Provide confidence that a release will create service offerings
that deliver value to business within the projected costs,
capacity and constraints
• Validate that a service is “fit for purpose”
• Assure that a service is “fit for use”

38. Provide a service that adds
value to business
Ensure service efficiency and
effectiveness

39. http://www.ca.com/~/media/Files/TechnologyBriefs/itil-service-validation-testing-tb-v2_234995.pdf

40. http://www.information-management-architect.com/support-files/test-plan.pdf

41. C H A N G E E V A L U AT I O N

42. W H Y − T H E P U R P O S E
• Evaluate intended and unintended effects of a service change
given capacity, resource and organizational constraints.
• Provide good quality outputs from the evaluation process to
help deciding whether a service change is to be approved or not.

43. Concern with value from
future service
development and
change management
Evaluate performance of a
service change

45. K N O W L E D G E
M A N A G E M E N T

46. W H Y − T H E P U R P O S E
• Support the service provider in order to improve the efficiency
and quality of the services
• Ensure that the service provider's staff have adequate
information available

47. Gather, analyze, store, and
share knowledge and
information
Provide a clear and share
understanding of the value
of services

49. C LO S I N G

50. F U R T H E R R E A D I N G S
• [BOOK] ITIL V3 – 2011 Service Transition
Axelos – ITIL V3, 2011
• WEEK04 CA-READINGS
• WEEK05 CA-READINGS
• WEEK05 READINGS

51. W H A T ’ S N E X T ?
I N T R O T O S E R V I C E
O P E R A T I O N