Unit 3 chap 3 itsm

Service Transition processes
ITSM MUSTUFA SIR UNIT 3

• Transition Planning and Support
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Service Validation and Testing
• Evaluation
• Knowledge Management.

4.1 TRANSITION PLANNING AND
SUPPORT
4.1.1 Purpose, goals and objectives
• Plan appropriate capacity and resources to package a
release, build, release, test, deploy and establish the
new or changed service into production.
• Plan and coordinate the resources to ensure that the
requirements of Service Strategy encoded in Service
Design are effectively realized in Service Operations.
• Plan and coordinate the resources to establish
successfully a new or changed service into production
within the predicted cost, quality and time estimates.

4.1.2 Scope
• Incorporating design and operation
requirements into the transition plans.
• Managing and operating Transition Planning
and Support activities.

4.1.3 Value to business
• Effective Transition Planning and Support can
significantly improve a service provider’s
ability to handle high volumes of change and
releases across its customer base.

4.1.4 Policies, principles and basic concepts
• Service Design will – in collaboration with
customers, external and internal suppliers and
other relevant stakeholders – develop the Service
Design and document it in a Service Design
Package (SDP).
• The SDP includes the following information that is
required by the Service Transition team:
– The service specifications
– The service models
– The architectural design
– Release and deployment plans
– The Service Acceptance Criteria.

4.2 CHANGE MANAGEMENT
Changes arise for a variety of reasons:
• Proactively, e.g. seeking business benefits
such as reducing costs or improving services
or increasing the ease and effectiveness of
support
• Reactively as a means of resolving errors and
adapting to changing circumstances.

Changes should be managed to:
• Optimize risk exposure (supporting the risk
profile required by the business)
• Minimize the severity of any impact and
disruption
• Be successful at the first attempt.

4.2.1 Purpose, goals and objectives
• Standardized methods and procedures are
used for efficient and prompt handling of all
changes

4.2.2 Scope
• The scope of Change Management covers
changes to baselined service assets and
configuration items across the whole service
lifecycle.

• Reliability and business continuity are
essential for the success and survival of any
organization. Service and infrastructure
changes can have a negative impact on the
business through service disruption and delay
in identifying business requirements, but
Change Management enables the service
provider to add value

4.2.4 Policies
• Increasing the success rate of changes and
releases requires Executive support for
implementing a culture that sets stakeholder
expectations about changes and releases and
reduces unplanned work.

4.2.5 Remediation planning
• No change should be approved without having
explicitly addressed the question of what to
do if it is not successful. Ideally, there will be a
back-out plan, which will restore the
organization to its initial situation

4.2.6 Process activities, methods and techniques
• Planning and controlling changes
• Change and release scheduling
• Communications
• Change decision making and change
authorization
• Ensuring there are remediation plans
• Measurement and control

4.2.7 Triggers, input and output, and
interprocess interfaces

4.2.8 Key performance indicators and metrics
• The number of changes implemented to
services which met the customer’s agreed
requirements, e.g. quality/cost/time
• Reduction in the number of disruptions to
services, defects and re-work caused by
inaccurate specification, poor or incomplete
impact assessment

4.3 SERVICE ASSET AND
CONFIGURATION MANAGEMENT
• No organization can be fully efficient or
effective unless it manages its assets well,
particularly those assets that are vital to the
running of the customer’s or organization’s
business.
• This process manages the service assets in
order to support the other Service
Management processes.

4.3.1 Purpose, goal and objective
• Identify, control, record, report, audit and verify service
assets and configuration items, including versions,
baselines, constituent components, their attributes,
and relationships.
• Support the business and customer’s control objectives
and requirements.
• The objective is to define and control the components
of services and infrastructure and maintain accurate
configuration information on the historical, planned
and current state of the services and infrastructure.

4.3.2 Scope
• Full lifecycle management of IT and service
assets, from the point of acquisition through
to disposal
• Maintenance of the asset inventory.

• Optimizing the performance of service assets
and configurations improves the overall
service performance and optimizes the costs
and risks caused by poorly managed assets,
e.g. service outages, fines, correct licence fees
and failed audits.

4.3.4 Policies
• The first step is to develop and maintain the
SACM policies that set the objectives, scope
and principles and critical success factors
(CSFs) for what is to be achieved by the
process.

• 4.3.5 Process activities, methods and
techniques
– 4.3.5.1 Asset and Configuration Management
– Activities
– 4.3.5.2 Management and planning
– 4.3.5.3 Configuration identification
– 4.3.5.4 Configuration control
– 4.3.5.5 Status accounting and reporting
– 4.3.5.6 Verification and audit

4.3.6 Triggers, input and output, and
interprocess interfaces

4.3.7 Information management
• Backup copies of the CMS should be taken
regularly and securely stored. It is advisable
for one copy to be stored at a remote location
for use in the event of a disaster.

• Percentage improvement in maintenance
scheduling over the life of an asset (not too
much, not too late)
• Degree of alignment between provided
maintenance and business support

4.4 RELEASE AND DEPLOYMENT
MANAGEMENT
• Release and Deployment Management aims
to build, test and deliver the capability to
provide the services specified by Service
Design and that will accomplish the
stakeholders’ requirements and deliver the
intended objectives.

• Define and agree release and deployment plans
with customers and stakeholders.
• The goal of Release and Deployment
Management is to deploy releases into
production and establish effective use of the
service in order to deliver value to the customer.
• There are clear and comprehensive release and
deployment plans that enable the customer and
business change projects to align their activities
with these plans

4.4.2 Scope
• The scope of Release and Deployment
Management includes the processes, systems
and functions to package, build, test and
deploy a release into production and establish
the service specified in the Service Design
package before final handover to service
operations.

• Well-planned and implemented release and
deployment will make a significant difference
to an organization’s service costs.
• A poorly designed release or deployment will,
at best, force IT personnel to spend significant
amounts of time troubleshooting problems
and managing complexity.

– 4.4.4.1 Release unit and identification
– 4.4.4.2 Release design options and considerations
– 4.4.4.3 Release and deployment models

• 4.4.5.1 Planning
– Pass/fail criteria
– Build and test prior to production
– Planning pilots
– Deployment planning
– Financial/commercial planning
• 4.4.5.2 Preparation for build, test and deployment
• 4.4.5.3 Build and test
• 4.4.5.4 Service testing and pilots
• 4.4.5.5 Plan and prepare for deployment
• 4.4.5.6 Perform transfer, deployment and retirement
• 4.4.5.7 Verify deployment
• 4.4.5.8 Early life support
• 4.4.5.9 Review and close a deployment
• 4.4.5.10 Review and close Service Transition

4.4.6 Triggers, input and output, and inter-
process interfaces

• Throughout the deployment process, appropriate
records will be created and maintained.
– New or changed configuration items
– Relationships between requirements and test cases
– Installation/build plans
– Logistics and delivery plans
– Validation and test plans, evidence and reports
– New or changed locations and users
– Status updates

• Variance from service performance required by
customers (minimal and reducing)
• Number of incidents against the service (low and
reducing)
• Increased customer and user satisfaction with
the services delivered
• Reduced resources and costs to diagnose and fix
incidents and problems in deployment and
production

4.5 SERVICE VALIDATION AND
TESTING
• The underlying concept to which Service
Testing and Validation contributes is quality
assurance – establishing that the Service
Design and release will deliver a new or
changed service or service offering that is fit
for purpose and fit for use.

4.5.1 Purpose, goal and objectives
• Plan and implement a structured validation and test
process that provides objective evidence that the new
or changed service will support the customer’s
business and stakeholder requirements.
• The goal of Service Validation and Testing is to assure
that a service will provide value to customers and their
business.
• Validate that a service is ‘fit for purpose’ – it will deliver
the required performance with desired constraints
removed

4.5.2 Scope
• The service provider takes responsibility for
delivering, operating and/or maintaining
customer or service assets at specified levels
of warranty, under a service agreement.

Service failures can harm the service provider’s business
and the customer’s assets and result in outcomes such as
loss of reputation, loss of money, loss of time, injury and
death. The key value to the business and customers from
Service Testing and Validation is in terms of the
established degree of confidence that a new or changed
service will deliver the value and outcomes required of it
and understanding the risks.

• 4.5.4.1 Inputs from Service Design
• 4.5.4.2 Service quality and assurance
• 4.5.4.3 Policies
• 4.5.4.4 Test strategy
• 4.5.4.5 Test models
• 4.5.4.6 Validation and testing perspectives
• 4.5.4.8 Testing approaches and techniques
• 4.5.4.9 Design considerations

1. Validation and test management
2. Plan and design test
3. Verify test plan and test design
4. Prepare test environment
5. Perform tests
6. Evaluate exit criteria and report
7. Test clean up and closure

4.5.6 Trigger, input and outputs, and inter-
process interfaces

• Reduction in the impact of incidents and
errors in live that are attributable to newly
transitioned services
• More effective use of resource and
involvement from the customer/business

4.6 EVALUATION
• Evaluation is a generic process that considers
whether the performance of something is
acceptable, value for money etc. – and
whether it will be proceeded with, accepted
into use, paid for, etc.

• The purpose of evaluation is to provide a consistent
and standardized means of determining the
performance of a service change in the context of
existing and proposed services and IT infrastructure.
• The goal of evaluation is to set stakeholder
expectations correctly and provide effective and
accurate information to Change Management.
• Evaluate the intended effects of a service change and
as much of the unintended effects as is reasonably
practical given capacity, resource and organizational
constraints

4.6.2 Scope
• Specifically in this section we consider the
evaluation of new or changed services defined
by Service Design, during deployment and
before final transition to service operations.

• Specifically effective evaluation will establish
the use made of resources in terms of
delivered benefit and this information will
allow a more accurate focus on value in future
service development and Chang Management.

• Service Designs or service changes will be
evaluated before being transitioned.
• A service change will be fairly, consistently,
openly and, wherever possible, objectively
evaluated.

• 4.6.5.1 Service evaluation terms
• 4.6.5.2 Evaluation process
• 4.6.5.3 Evaluation plan
• 4.6.5.4 Understanding the intended effect of a change
• 4.6.5.5 Understanding the unintended effect of a change
• 4.6.5.6 Factors for considering the effect of a service
change
• 4.6.5.7 Evaluation of predicted performance
• 4.6.5.8 Evaluation of actual performance
• 4.6.5.9 Risk management

4.6.6 Evaluation report
• Risk profile
• Deviations report
• A qualification statement
• A validation statement
• A recommendation

4.6.7 Triggers, inputs and outputs and inter-
process interfaces

• Service Portfolio
• Service package
• Test results and report
• Evaluation report.

• Variance from service performance required
by customers (minimal and reducing).
• Number of incidents against the service (low
and reducing).
• Number of failed designs that have been
transitioned.

4.7 KNOWLEDGE MANAGEMENT
• 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
decision.
• The goal of Knowledge Management is to enable
organizations to improve the quality of management
decision making by ensuring that reliable and secure
information and data is available throughout the service
lifecycle.
• Enabling the service provider to be more efficient and
improve quality of service, increase satisfaction and reduce
the cost of service

4.7.2 Scope
• Knowledge Management is a whole lifecycle-
wide process in that it is relevant to all
lifecycle sectors and hence is referenced
throughout ITIL from the perspective of each
publication.

• Knowledge Management is especially
significant within Service Transition since
relevant and appropriate knowledge is one of
the key service elements being transitioned.

• 4.7.4.1 The Data–to–Information–to–
Knowledge– to–Wisdom structure

• 4.7.4.2 The service knowledge management
system

• 4.7.5.1 Knowledge Management strategy
• 4.7.5.2 Knowledge transfer
– Learning styles
– Knowledge visualization
– Driving behaviour
– Seminars, Webinars and advertising
– Journals and newsletters
• 4.7.5.3 Data and information management
• 4.7.5.4 Using the service knowledge management
system

4.7.6 Triggers, inputs and outputs and inter-
process interfaces

• Successful implementation and early life
operation of new and changed services with
few knowledge-related errors
• Improved accessibility and management of
standards and policies

Reference

Unit 3 chap 3 itsm

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