Service Transition from our Ripped From The Classroom Series

1. Welcome
W l
ITIL V3 and S i T
d Service Transition
ii
© ITSM Academy, ITIL V3 and Service Transition 0809

2. About ITSM Academy
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Welcome!
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3. Agenda
Service Transition
Purpose
Scope
Where to Begin
Role of Service Transition
processes
© Crown copyright 2007. Reproduced under
license from OGC.
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4. Customer Satisfaction
The difference between
What customers expect
What customers perceive they
have received
h i d
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5. Service Transition Purpose
Set customer expectations on how
new or changed services enable
business change
Plan and manage the resources
needed to successfully establish new
and changed services into production
Within predicted cost, quality and time
estimates
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6. Service Transition Scope
Continual Service Improvement
Change Management (4.2)
RFC1 RFC2 RFC3 RFC4 RFC5 RFC6
Service Asset and C fi
S i A t d Configuration M
ti Management (4 3)
t (4.3)
BL BL BL BL BL BL BL
Service Transition Planning and Support (4.1)
Oversee management of organization and stakeholder change (5)
Evaluation (4.6)
E1 E2 E3
Plan and Service Plan and Transfer, Review and
Service Service Build and Service
prepare testing and prepare for deploy, close service
Strategy Design test Operations
release pilots deployment retire transition
Early Life Support
Release and Deployment Management (4.4)
Service Validation and Testing (4.5)
Knowledge Management (4.7)
E Point to Evaluate the Service Design
g
Focus of
F f Other
Oth ITIL core ITIL process in this
i thi
activity related publication publication that
to service supports the whole
BL Point to capture Baseline
transition service lifecycle
© Crown copyright 2007. Reproduced under license from OGC. Request for Change
RFC

7. Where to Begin? - Policies
Define and implement a formal policy
Clearly t t bj ti
Cl l state objectives
Define consequences of non-compliance
Commit to delivering changes in releases
g g
Obtain formal sign off
Adopt a common framework and standards
Establish effective controls and disciplines
Align plans with business needs
Maintain l i hi
M i i relationships and proactively manage resources
d i l
Anticipate and manage course corrections
Senior management endorsement of and visible support for policies
contributes to their overall effectiveness.
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8. Service Transition Processes
Processes that support the service lifecycle
Change Management
Service Asset and Configuration Management
Knowledge Management
Processes within Service Transition
Transition Planning and Support
Release and Deployment Management
Service Validation and Testing
Evaluation
Organizational change and stakeholder management
must also be considered.
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9. Change Management
Change Management ensures changes are recorded and handled
in a controlled manner
Respond to changing business requirements
Optimize Risk
Need
sk
Ris
STABILITY FLEXIBILITY
CONTROL
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10. Service Asset and Configuration Management
Service Asset and Configuration Management identifies and
controls service assets and configuration items (CIs) throughout
the service lifecycle
pp j
Support business control objectives and
requirements
Support efficient and effective service management
pp g
processes by
Maintaining and providing accurate information
Enabling decisions
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11. Knowledge Management
Knowledge Management (KM) ensures the right information is
delivered to the right place or person at the right time to enable an
informed decision
Ensure understanding of service value and benefits
Improve decision making by ensuring reliable and
secure data and information is available throughout
the lifecycle
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12. Transition Planning and Support
Decide the most appropriate approach
to Service Transition based on
The i
Th size and nature of services
d f i
The number and frequency of releases
Business needs
Ensure integrated planning and
coordination
Transition Planning and Support ensures Service Strategy requirements,
g pp gy q ,
encoded in Service Design, are realized in Service Operations.
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13. Release and Deployment Management
Release and Deployment Management builds, tests and delivers
the capability to provide services that meet stakeholders’
stakeholders
requirements and objectives
Create clear and comprehensive Release and
Deployment Plans
Ensure releases can be deployed successfully and on
schedule
Ensure minimal unpredicted impact
Satisfy
S i f customers, users and service management
d i
staff
Communication, preparation, documentation and training are
hallmarks of Release and Deployment Management.
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14. Service Validation and Testing
Service Validation and Testing provides objective evidence that
new or changed services support customer, business and
stakeholder requirements
Confirm customer and stakeholder
requirements are defined
Provide confidence that released services will
deliver expected outcomes and value
Validate that a service is “fit for purpose”
Assure a service is “fit for use”
Remedy errors or variances early in the service
lifecycle
Service Validation and Testing assures quality.
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15. Evaluation
Evaluation provides a standard way to evaluate the performance
of service changes
Ensure expectations are realistic
Independently evaluate actual performance against
anticipated performance
Evaluate the intended and unintended effects of service
changes
Provide ff ti
P id effective and accurate information to Change
d t i f ti t Ch
Management
Evaluation is concerned with value.
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16. Managing Organizational and Stakeholder Change
Change
Is
I never easy
Usually takes longer than planned
Can bring risk
g
Is inevitable and required
Changes and transitions must be led and managed
Stakeholders must be identified and their requirements
understood
Failing to understand requirements results in resistance,
dissatisfaction and increased costs
Managing organizational change and how it affects
people leads to customer satisfaction.
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17. ITIL® Certification Scheme
Advanced
ITIL
Expert
E t
5 points
Managing Across the
Lifecycle
Lif l
3 points each 4 points each
CSI
Service Offerings and Agreement (SOA)
SO
ST
SD
SS Release, Control and Validation (RCV)
Planning, Protection and Optimization (PPO)
a g, otect o a d Opt at o ( O)
Operational Support and Analysis (OSA)
Lifecycle Stream Capability Stream
© ITSM Academy 2008
2 points
V3 Foundation

18. Want to Learn More?
In the Catalog
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Service Manager B id
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MOF 4.0 Foundation
40
Coming Soon
ISO 20K Professional Level Modules
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19. ITIL ® Bridging Scheme
g g
V2 Practitioners with at least 12 credits must take the V3 Managers Bridge and the Managing
Across the Lifecycle courses in order to achieve ITIL Expert certification.
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