Itil Service Transition - Organizing For St

1. Configuration Manager

2. Release and Deployment Manager

3. Knowledge Manager

Transition Planning and Support Manager

Change Evaluation Manager

1. Service Transition manager

2. TP&S process owner

3. TP&S process manager

4. TP&S practitioner

1. CM process owner

2. CM process manager

3. Change initiator

4. Change practitioner

5. Change authority

6. CAB member

7. CAB chair

1. SACM process owner

2. SACM process manager

3. SACM configuration analyst

4. SACM configuration librarian

1. R&D process owner

2. R&D process manager

3. Release packaging and build practitioner

4. Deployment practitioner

5. Early life support practitioner

6. Build and test environment manager

1. SVT process owner

2. SVT process manager

3. SVT practitioner

4. Other roles contribute to SVT like: CM personnel, developers/suppliers, service design personnel, customers and users.

1. CE process owner

2. CE process manager

3. CE practitioner

1. KM process owner

2. KM process manager

3. KM process practitioner

4. Knowledge creator

1. generic process owner role

2. setting scope and policies for ST

3. oversee design of all ST processes to ensure they will work together and support business needs

1. Generic process manager role

2. manage functions involved in ST

3. budgeting and accounting for ST

4. prime interface to senior management

5. ensure the final delivery meets customer and stakeholder requirements from SDP

1. Maintain and integrate plans

2. Monitor progress for changes, issues, risks, deviations

3. Maintain information on resurce use, progress, budgets vs. actual spend.

1. Generic process owner

2. Design change authority hierarchy and criteria for allocating RFCs

3. Design change models and workflows

1. Generic process manager

2. Support for CM tools and processes

3. Maintain change schedule and service outage

4. Coordinate interfaces to other processes

Usually role is carried out by people outside CM.

1. Identify requirement for change

2. submit change proposal or RFC

3. provide information to CAB

1. Verify RFCs

2. allocate RFCs to change authorities

3. submit request for evaluation

4. monitor if work on change is carried out correctly

5. publish change schedule

Each category of change will usually have different change authority.

1. review RFCs (specific category)

2. formally authorize changes at agreed points

3. participate in change review on close

4. attend CAB meetings

1. review RFCs

2. review successful and failed changes

3. review unauthorized changes

1. generic process manager

2. agree which service assests will be treated as CIs

3. ensure configuration data is available as needed

4. plan and manage SACM tools

5. coordinate interfaces with other processes

Often combined with SACM process manager or configuration librarian.

1. propose scope for SACM

2. define the structure of CMS, CI types, attributes, relationships

3. train staff in SACM

4. perform configuration audits

1. control CIs - identify, update, archive

2. manage issues related to SACM

1. generic process owner role

2. design release models and workflows

3. work with other process owners to ensure integrated approach

1. generic process manager role

2. planning and coordinating resources

3. plan and manage tools

4. ensure authorization is provided when required

5. coordinate interface with other processes

1. help to design the release package during SD

2. establish the final release configuration

3. build the release

4. test release before independent testing

5. report known errors and workarounds

6. provide input before check-in release to DML

1. help to plan the deployment during SD

2. ensure deployment is authorized

3. carry out physical delivery of deployment

4. coordinate release documentation and trainings

5. feedback on release effectiveness

6. report deployment merics to ensure SLA

1. provide support from deployment to final acceptance

2. ensure delivery of support documentation

3. assist the service desk

4. adapt documentation and data management if needed

5. deal with final transition to SO and CSI

6. monitor incidents and problems

7. initial performance reporting and risk assessment

Role is often carried out by Technical Management or Application Management.

1. ensure infractructure is build to specifications

2. manage ICT infrastructure

3. deliver a build and documentation to test environments

4. build, deliver and maintain test environments

1. generic process owner role

2. define test strategy for organization

3. work with other process owner on integrated approach

It must be a different person from R&D manager.

1. generic process manger role

2. help design and plan testing during SD

3. manage resources

4. verify tests done by release&deployment management

5. manage test environment requiremetns

6. manage tools

7. provide reporting on tests

1. do tests

2. manage test events, incidents, problems

3. administer test assets

1. generic process manager

2. manage resources

3. ensure evalution delivers in time (report and interim reports)

1. develop evaluation plan

2. establish risks and issues e.g. through workshops

3. create an evalution report

1. generic process owner

2. create overall architecture for knowledge

1. generic process manager

2. ensure that all knowledge is accessible

3. manage tools

4. encourage people to contribute

5. advise business on knowledge matters

1. identify, store and control any information in SKMS

2. maintain knowledge items

3. monitor publicity to ensure no duplication