1. Transitioning Services and Projects into
Production
Sam Cox
July 2013

2. Sam Cox
Senior Consultant (UXC Consulting)
ITIL v3 Expert, Prince2, COBIT
• More than 10 years in banking
• 8+ years in IT Service
Management
• 2 major technology mergers
• 3 large scale IT projects
• ITIL process rollouts and
continual service improvements
ITIL® is a registered trade mark of the Cabinet Office

3. • Complex technology environments
• Delivery pressure – faster, better, cheaper
• Production integration and stability
Service Transition Challenges…

4. Evolution of Banking & Technology
3 AD
First Bank
started in
Persia
9 AD
Cheques are
used to assist
trade between
China and Arabia
1920
Merchant
charge cards
appear
1940
Retail credit
cards
1967
Barclays deploy
first Automated
Teller Machine
1977
First SWIFT
Interbank
message
1994
Standard Federal
Credit Union first to
offer Internet
Banking
1999
First online WAP
Mobile Phone
Banking appears
1766
First Mortgage
1987
First widespread
electronic
trading system
Secure
Compliant
Resilient
Scalable
Available
1156
First foreign
exchange
contract
First central
bank in Holland
1668 1989
24 hour
telephone
banking

5. 306
Billion
Number of
Credit Cards in
the world
Number of
mobile phone
banking users
2.2
Million
Number of
ATM’s in the
world
Number of
PayPal
transactions
per day
2010 Global
volume of
payment
transactions
400
Million
5
Billion
Paying with
Smartphone
expected to outpace
credit cards in the
future
Expected to look
like an ipad with
Skype in the
future
Expected to
double in next 4
years
Double digit
growth expected
year on year in
Asia
> 5
Million
30% growth
expected each
year
Innovation & Growth

6. Build the Bank Run the Bank
ProductionProject
Code &
Commission
Resources &
Timeframes
DeploymentBudget
Project
Initiation
Require-
ments
Project
Planning
Design Build Test Implement PIR
Business provides
requirements
Architecture
Release Mgt
Change Mgt
Incident Mgt
IT Organisation
Business User
Acceptance
Support
Project Delivery
App Infra
PMO
App Infra
Support
ITIL® is a registered trade mark of the Cabinet Office

7. 3 Common Issues
• Focus on functional requirements
• Change Management unable to push back
• Support teams busy fighting fires

8. Service Transition
Release and Deployment
Management
Transition Planning and
Support
Knowledge ManagementChange Management
Service Asset and
Configuration Management
Service Transition
Incident Management Request Fulfilment Problem Management Access ManagementEvent Management
Service Operation
The objective of ITIL® Service Transition is to build and deploy IT services.
Service Transition also makes sure that changes to services and Service
Management processes are carried out in a controlled and coordinated
way.
ITIL® is a registered trade mark of the Cabinet Office
Quoted text is from introduction to the ITIL© Service Lifecycle Crown copyright 2010

9. Service Design
Release and Deployment
Management
Transition Planning and
Support
Knowledge ManagementChange Management
Service Asset and
Configuration Management
Service Transition
Incident Management Request Fulfilment Problem Management Access ManagementEvent Management
Service Operation
The objective of ITIL® Service Design is to design new IT services. The
scope of Service Design includes the design of new services, as well as
changes and improvements to existing ones
Service Design
Design
Coordination
Service Level
Management
Availability
Management
Information
Security
Management
Supplier
Management
Capacity
Management
IT Service
Continuity
Management
Service Catelogue
Management
ITIL® is a registered trade mark of the Cabinet Office
Quoted text is from introduction to the ITIL© Service Lifecycle Crown copyright 2010

10. Service Strategy
Release and Deployment
Management
Transition Planning and
Support
Knowledge ManagementChange Management
Service Asset and
Configuration Management
Service Transition
Incident Management Request Fulfilment Problem Management Access ManagementEvent Management
Service Operation
Service Design
Design
Coordination
Service Level
Management
Availability
Management
Information
Security
Management
Supplier
Management
Capacity
Management
IT Service
Continuity
Management
Service Catelogue
Management
Service Portfolio Management Business Relationship ManagementFinancial Management for IT Services
Service Strategy
ITIL® is a registered trade mark of the Cabinet Office
Quoted text is from introduction to the ITIL© Service Lifecycle Crown copyright 2010

11. Getting the Balance Right
ProductionProject
Project
Initiation
Require-
ments
Project
Planning
Design Build Test Implement PIR
• Dedicated resources to work with projects
• Ensure they add value
• Define the engagement points (guide, provide, check)
Operability & supportability
Validation
Deployment
Funding
Support

12. 5 Pillars of Service Transition
Support Model
Deployment
Infrastructure
Application
Project Plan
SLR’s / SLA’s
Training Plan
Resourcing model
Release approach
Transition Plan
Early Life Support
Failure Analysis
Operations Tools
Supportability
Bank standards
Test strategy
Access Control
Time
Cost
Quality

13. Hints and Tips
• Use previous experience to identify errors in the Service
Design
• Set Service Transition KPI’s to encourage transparency
• Early engagement doesn’t mean you will have all the
answers day one in a neat package
• Recognise project lifecycles typically are not like a diagram in
a book
• No amount of process will remove the need for stakeholder
management

14. The Final Word…
• The later in the lifecycle an error is detected, the higher the
cost of rectification
• Technology complexity will likely increase in the future. Deal
with it
• Services only deliver profit when in production

15. Sam Cox
samantha.cox@uxcconsulting.com.au
+65 8428 1204
For further info on related course/s, please see:
http://www.iss.nus.edu.sg/ProfessionalCour
ses/CourseCatalogue.aspx
Thank you!