Itil V3 Foundation: Chapter 9: Service Transition Processes

• Setting up the transition and how it willbe managed is crucial for the successful release of your new service into the operationalenvironment.
  
• Covers the interface betweenservice transition, project management, and business engagement.
  
• You arelooking at the resources and capabilities required to deliver your service design into the liveenvironment, in the service operation lifecycle stage.
  

• Toplan the transition activities and tocoordinate the required resources that will be employed during the transition.

■ Plan and coordinate the resources for the transition.

■ Coordinate all of the various sources for the transitional activity.

.■ Monitor and improve the process of transition planning and support and the servicetransition lifecycle stage.

■ Ensure that repeatable processes are adopted by all engaged in the transition.

■ Provide clear and comprehensive plans for the transition.

■ Identify and manage risks, in accordance with the risk management frameworkadopted by the organization.

■ Providing guidance for each new service or major change through the transitionprocesses.

■ Prioritizing the resources required for transition may be required because conflictsover usage may occur.

■ The maintenance of the policies and standards that are to be applied throughout thetransition.

■ Planning for future transition requirements in terms of budget and resources.

• The services that IT provides arecrucial to the support of the business and they must be delivered in the most efficient manner.
  
• You should look at the ways you can establish a logical model of the infrastructureto assist service management.
  
• Capturing accurate information about your componentsand service assets will enable you to be more effi cient in the delivery of services.
  

• Ensure that you are able to control the assets that make up your services and that you have accurate and meaningful information about them.
  
• To understand what each of those assets are and how theyare connected to each other.
  

■ Ensure the assets that are under the control of the IT department are properlymanaged as well as managed throughout their lifecycles.

■ Capture information about the services you provide that support your business, as well as reporting and auditing that data.

■ Manage the integrity of the confi guration items (CIs) that make up the services by implementing change management to ensure that only authorized items as well as changes are used in the infrastructure.

• To identify the elements of the infrastructure that are to bemanaged as service assets and then to apply controls to that management.
  
• Management of all confi guration items throughouttheir lifecycle.
  
• Includes any interfaces that may exist with internal and externalconfiguration items, such as any shared assets that are part of the service provision.
  

Configuration Items (CIs)

• Service assetsthat are to be managed throughout their lifecycle, in order to deliver services
  

by creating the Configuration Management System (CMS).

• This system allows you to develop a logical model of the infrastructure,which provides details of the relationships among all of the CIs.
  
• Organization models, roles, processes and responsibilities are classified as CIs in the CMS

Any resource or capability that could contribute to the delivery of a service.Examples include a virtual server, a physical server, and the knowledge in the support teamto fix the server.

• A service asset that needs to be managed in order to deliver an ITservice.
  
• All CIs are service assets, but many service assets are not configuration items.
  
• Every CI must be under thecontrol of confi guration management.
  
• Could be a single module of software to a complete system or service, including all hardware,software, and documentation.
  

• A set of attributes and relationships about a CI.

Service Knowledge Management System

• an overarching system of tools and databases, used for managing all informationrelating to service management knowledge throughout the service lifecycle.
  
• For CIs that are in the form of knowledge or information (for example, a service level agreementor a report template)

• a process that impacts the wider service lifecycle, not justservice transition.

• To ensure that ideas, perspectives, experience,and information are shared and that this is delivered at the right time and to the right placeto enable informed decision making.
  
• You should try to reuse, not rediscover knowledge,so that you are more efficient and make decisions based on both new and historical information.
  
• It is important to achieve a shared culturalperspective to improve the effectiveness of your cooperation across the organization.
• To deliver relevant information,ideas, experiences, and perspectives to the correct audience so that they can make aninformed decision.

■ Improve the quality of decision making throughout the service lifecycle.

■ Enable efficiency in the service provider and customer by encouraging the reuse ofinformation.

■Establish a clear and common understanding of the value of theservices by communicating with your user base and make improvements in the value of those services

■To have the ability to communicate, share,and deliver knowledge, information, and experience is important for service managementsuccess.

■ Ensure that you share appropriate informationwith your customers and users, in an accessible format.

• Manage the data and information that is generated by the service management processes andthe service measures.
  
• It is designed to ensure that you gain sufficient knowledgefrom the data sources through a series of processing layers.
• This enables connection of thevarious data sources, integration of the information, and a processing layer to allow youto query, report, and analyze.

Ensure the successfulintroduction of changes into the live environment, minimizing the unpredictedimpact to the business.

• Ensures that the build, test, and deployment of the release is deliveredwith minimal adverse impact to the business.
  
• To ensure that this activity is planned,scheduled, and controlled in accordance with the needs of the organization.
  
• Carry out pilots and testing ofnew services in order to understand whether the service design can be realized effectively inoperation
  

■ Define and agree on deployment plans with the stakeholders of the release.

■ Create and test release packages and ensure compatibility between components and CIs.

■ Maintain the integrity of a software release package throughout the release.

■ Manage the release package effectively, ensuring it can be tracked, installed, tested,and verified.

1. Release and Deployment Planning

2. Release Build and Test

Deployment

3. Deployment

4. Review and Close