The document outlines the best practices for V3 service transition, emphasizing the importance of effective management and coordination of transition processes such as service asset management, change management, and release management. It aims to ensure that new and changed services align with customer requirements while minimizing risks and maximizing operational value. Key principles include defining roles, establishing clear transition policies, and facilitating knowledge transfer to effectively manage service changes and deployments.

1. V3 Service Transition Finbarr Callan Lecturer, Best Practice

2. V3 Service Transition : Agenda Key Elements of Transition Processes – Service Asset & Configuration Management Change Management Release and Deployment Management Knowledge Management Evaluation & Testing Questions

3. Service Lifecycle Components

4. Purpose and Goals Provide guidance on the development and improvement of capabilities for transitioning new and changed services into operations Set customer expectations Enable integration Reduce performance variation Reduce known errors and minimize risk Ensure proper use of services Service Transition

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 Provide clear and comprehensive plans Plan and manage the resources Increase satisfaction Increase use of services

6. Service Transition : Scope © Crown Copyright 2007. Reproduced with permission from OGC

7. It enables the service provider to: Handle high volumes of change and releases across its customer base Align the new or changed service with the customer’s business requirements and business operations Ensure that customers and users can use the new or changed service in a way that maximizes value to the business operations Value to the Business

8. Business Value Adaptability Mergers & Acquisitions Successful Change Service Predictability Compliance Productivity Contract Management Risk Management

9. Define Transition Policy All changes made through Change/Service Transition Common process framework Align with organization process/re-use Align with business requirements Relationship and expectation management Effective knowledge transfer Planning and design Manage resources Handle corrections Meet quality needs Fundamental Principles

10. Fundamental Principles Define Release Policy Roles and Responsibilities Naming/numbering/identification for release types Frequency of release Grouping changes into releases Automation Baselining Acceptance criteria ELS – end/handover to operations

11. Common Operations Communications Strategy and planning Methods Organizational Change DRAC ( D enial/ R ejection/ A cceptance/ C ommitment) curve – how do you overcome it? Necessity/Vision/Plan/Resources/Competence Culture Stakeholder Management

12. Shock Rejection Experiment Commitment Time The Denial Curve & Cultural Change

13. Service Transition : Processes Transition Strategy, Planning and Support Knowledge Management Change Management Service Asset and Configuration Management Release and Deployment Management Service Testing and Verification Evaluation

14. Transition Planning Scope Value to the business Basic concepts Activities/techniques Challenges

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. DIKW Model © Crown Copyright 2007. Reproduced with permission from OGC

17. Managing Knowledge © Crown Copyright 2007. Reproduced with permission from OGC

18. Knowledge Management

19. Knowledge Management

20. Service Asset and Configuration Management

21. Managing Knowledge © Crown Copyright 2007. Reproduced with permission from OGC

22. Service Asset & Configuration Management Objectives To define and control the components of services and infrastructure, and maintain accurate configuration records allowing: Compliance with corporate governance Control of asset base Cost optimization Effective change and release management Faster incident and problem resolution

23. Key Concepts Configuration items (CIs) Categories Levels Naming Labels Attributes Configuration Management System (CMS) Baselines Service Asset & Configuration Management

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. Configuration Items CI Categories: Service lifecycle CIs, e.g. plans, business case, SDP Service CIs - Capability assets, e.g. people, knowledge resource assets, e.g. systems, data models and packages Organization CIs Internal CIs External CIs

25. Asset and Configuration Management

26. Asset and Configuration Management

27. Asset and Configuration Management

28. Change Management

29. Change Management Objective and Scope To ensure that changes are: Recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner Changes to base-lined service assets and configuration items across the service lifecycle

30. Change types : Normal – requires full assessment and authorization Standard – pre-authorized by change management Emergency – rapid response to a business affecting situation 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. Change Management : Normal Change Process © Crown Copyright 2007. Reproduced with permission from OGC

32. Change Management Standard Change Elements Defined trigger Tasks are well-known, documented and proven Authority is effectively given in advance Budgetary approval pre-ordained or within control of requestor Risk – usually low; always well understood

33. Change Management : Assessing Impact The 7 “Rs” Who RAISED the change? What is the REASON for it? What is RETURN required? What are the RISKS involved? What RESOURCES are required to deliver it? Who is RESPONSIBLE for build, test and implementation? What is the RELATIONSHIP with other changes?

34. Change Management : Challenges The spread of those affected Balancing risk and need Stability vs responsiveness Balancing control and bureaucracy Culture Using the right measurements

35. Change Management

36. Change Management

37. Change Management

38. Release and Deployment Management

39. Release and Deployment : Objectives Clear and comprehensive plans enabling change projects to align their activities Release packages can be built, installed, tested and deployed efficiently New or changed services meet the utility, warranty and service levels Ensure knowledge transfer enabling full utilization by the consumer Ensure knowledge and skills transfer to support staff enabling full delivery and support of the service Minimize unpredicted impact Satisfied customers and users

40. Release and Deployment Management Scope Value to the business Basic concepts Release Unit : a portion of a service or infrastructure that is normally released together Release Package: a single release unit or a structured set of release units Activities/techniques Challenges

41. Release and Deployment Management © Crown Copyright 2007. Reproduced with permission from OGC

42. CMS and Deployment © Crown Copyright 2007. Reproduced with permission from OGC

43. Release Options Big-bang – to all users at once Phased – partial then scheduled roll-out - Incremental changes to all users - Unit by unit - Element by element - Combinations of these Push versus pull Automation versus manual Release and Deployment Management

44. Release and Deployment Management

45. The V Model © Crown Copyright 2007. Reproduced with permission from OGC

46. Validation and Testing Scope Value to the business Basic concepts Activities/techniques Challenges Evaluation Scope Value to the business Basic concepts Activities/techniques Challenges Validation and Testing / Evaluation

47. Evaluation and Testing

48. Roles and Responsibilities Service Owner Service Transition Manager Service Asset Manager Configuration Manager/Analyst Change Authority Change Manager CAB/ECAB

49. Service Lifecycle Components

50. Any Questions [email_address] www.axiossystems.com Further Resources V3 Service Strategy and Service Design Webinars – now available onDemand. V2 versus V3 White Paper and Webinar - on Axios website. ITIL V3 Quick Reference Guide – pocket guide & poster ITSM: IT Transforms Itself into a Service . Aberdeen Group Research. Available to download, along with a complementary onDemand Webinar on the Axios website. 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.