Service Transition

Key Principles
Policies for service transition
Managing communications
and commitment
Managing organization
and stakeholder change
Stakeholder management
Big bang vs. phased
Push vs. pull
Automation vs. manual
Service V model
Data-Information-Knowledge-
Wisdom
Release and Deployment
Management
s Plan deployment of release package
s Prepare for build test and deployment
s Build and test
s Test service and conduct pilot
s Plan and prepare for deployment
s Performand transfer, deployment,
and retirement
s Verify deployment
s Support early life
s Review and close deployment
Change Management
s Create and record Request For
Change (RFC)
s Review RFC
s Assess and evaluate change
s Authorize change
s Plan updates
s Coordinate change implementation
s Review and close change
Transition Planning and
Support
s Dene transition strategy
s Prepare for service transition
s Plan and coordinate service
transition
s Advice
s Provide administration
s Monitor and report progress
Service Knowledge
Management
s Dene knowledge management
strategy
s Transfer knowledge
s Manage data and information
s Maintenance of Knowledge Items (KIs)
s Maintain Service Knowledge
Management System(SKMS)
Evaluation
Management
s Plan evaluation
s Evaluate predicted performance
s Evaluate actual performance
Service Asset and
Conguration
Management
s Management and planning
s Conguration identication
s Conguration control
s Status accounting and reporting
s Verication and audit
Service Validation and
Testing Management
s Manage validation and test
s Plan and design tests
s Verify test plan and test designs
s Prepare test environment
s Performtests
s Evaluate exit criteria and report
s Clean up test environments and
close
Key Documents
2 Service transition policies and
plans
2 Service Design Package (SDP)
2 Service Acceptance Criteria (SAC)
2 Change and conguration
management policy, plans and
reports
2 Change schedule
2 CAB agenda and minutes
2 Conguration model
2 Conguration baselines and status
reports
2 Release policy, plans, packages and
documentation
2 Service quality policy, risk policy,
test strategy, test models, test
plans and test reports
2 Build plans and documentation
2 Evaluation plans and reports
2 Deployment plans and reports
2 Transition closure report
2 Knowledge management strategy
Capacity Management
(Business, service and
component)
s Review current capacity
s Improve capacity
s Assess, agree and document
requirements
s Plan new capacity
Information Security
Management
s Produce and maintain information
security policy
s Implement security policy
s Assess and classify information
assets
s Implement and improve security
controls
s Monitor and manage security
breaches
s Reduce security breaches
s Performreviews, audits and
penetration tests
IT Service Continuity
Management
s Initiate project
s Determine requirements and
produce strategy
s Develop plans and implement
strategy
s On going operation
s (Invoke the continuity plan)
Key Documents
2 Service design policies and plans
2 Service Acceptance Criteria (SAC)
and Service Level Requirements
(SLR)
2 Service Design Package (SDP)
2 Solution designs
2 Architectures and standards
2 Service level policy, plans and
reports
2 Service Level Agreements (SLA)
and Operational Level Agreements
(OLA)
2 Service Improvement Plan (SIP)
2 Availability policy, plans, design
criteria, risk analysis and reports
2 Capacity policy, plans, forecasts
and reports
2 Business and IT service continuity
policy, strategy, plans, risk and
business impact analysis and reports
2 Business and information security
policy, strategy, plans, risk analysis,
classication, controls and reports
2 Supplier and contracts policy,
strategy, plans and reports
Service Operation
Key Principles
IT services vs. technology
components
Stability vs. responsiveness
Quality vs. cost
Reactive vs. proactive
Organizational structures
Operational health
Communication
Documentation
Request
Fulllment
s Select and input details of service
request
s Approve service request
s Fulll service request
s Close service request
Incident Management
s Identify incident
s Log incident
s Categorize incident
s Prioritize incident
s Carry out initial diagnosis
s Escalate incident
s Investigate and diagnose incident
s Resolve and recover incident
s Close incident
Access Management
s Request access
s Verify request
s Provide rights
s Monitor identity status and maintain
users, roles and groups
s Log and track access
s Remove or restrict rights
s Maintain directories
Problem Management
s Detect problem
s Log problem
s Categorize problem
s Prioritize problem
s Investigate and diagnose problem
s Find a workaround
s Raise a known error
s Resolve problem
s Close problem
s Review major problem
Service Design
Key Principles
Five design aspects
- Service portfolio design
- Denition of requirements and
design of service solutions
- Technology and architectural
design
- Process design
- Measurement design
Service oriented architecture
Business service management
Service design models
People, Processes, Products /
Technology and Partners
(the 4 Ps)
Service Catalogue
Management
s Agree service denition
s Agree contents
s Produce and maintain service
catalogue
s Interface with stakeholders
Service Level
Management
s Determine requirements and agree
SLAs
s Monitor and report
s Improve customer satisfaction
s Conduct service reviews
s Revise SLAs and underpinning
agreements
s Develop relationships
s Maintain templates
Supplier Management
s Evaluate
s Establish
s Manage performance
s Renew and/or terminate
s Categorize suppliers and maintain
SCD
Availability
Management
(Reactive and proactive)
s Monitor, measure, analyze, report
and review
s Investigate and instigate
s Assess and manage risk
s Implement countermeasures
s Plan and design
s Review and test
Service Strategy
Determine Perspective 3
Form a Position 3
Craft a Plan 3
Adopt Patterns of Action 3
Key Principles
Service Lifecycle
Value: Utility and warranty
Service Assets: Resources and
capabilities
Systems, processes, roles, units
and functions
Service provider types
Value networks
Strategy Generation
s Dene the market
s Develop the oerings
s Develop strategic assets
s Prepare for execution
Service Portfolio
Management
s Dene
s Analyze
s Approve
s Charter
Risk Management
s Analyze risk
s Manage risk
Demand Management
s Analyze and codify Patterns of
Business Activity (PBA)
s Match User Proles (UP)
s Develop service packages
s Dene Service Level Packages
Financial Management
s Valuate services
s Model demand
s Optimize service portfolio
s Optimize service provisioning
s Plan
s Analyze service investments
s Account
s Comply
s Analyze Variable Cost Dynamics
(VCD)
Key Documents
2 Service objectives, strategies,
policies and plans
2 Service denition, classication
and visualization
2 Service models
2 Option space
2 Business Impact Analysis (BIA)
2 Financial plan
2 Business case
2 Patterns of Business Activity
(PBA)
2 User Proles (UP)
2 Service packages
2 Service Level Packages (SLP)
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ITIL

V3 - At A Glance
Continual Service
Improvement
Plan 3
Do 3
Check 3
Act 3
Key Principles
Organizational change
Service measurement
Assessments and benchmarking
Governance
Deming cycle
CSI model
7-Step Improvement
Process
s Dene what you should measure
s Dene what you can measure
s Gather data
s Process data
s Analyze data
s Present and use information
s Implement corrective action
Service Measurement
s Develop a service measurement
framework
s Dene what to measure
s Set targets
s Create a measurement
framework grid
s Interpret and use metrics
s Create scorecards and reports
Service Reporting
s Dene reporting policies and rules
s Collate
s Translate and apply
s Publish
Key Documents
2 Continual service improvement
policies and plans
2 Corporate and IT vision, mission,
goals and objectives
2 Critical Success Factors (CSF)
2 Key Performance Indicators (KPI)
and metrics
2 Service level targets
2 Balanced scorecard
2 SWOT analysis
2 Service Improvement Plans (SIP)
2 Business case
2 Reporting policies and rules
2 Reports
Collect requirements 3
Analyze 3
Design 3
Evaluate 3
Procure and/or develop 3
Plan and prepare 3
Build and test 3
Testing and pilots 3
Transfer, deploy, retire 3
Review and close 3
Monitor and control 3
Manage activities 3
Generate metrics 3
Provide reports 3
Event Management
s Generate event notication
s Detect event
s Filter event
s Categorize event
s Correlate events
s Trigger response
s Select response
s Review actions
s Close event
Functions
s Service Desk
- Single point of contact
- Local, Central, Virtual, Follow the
Sun
s IT Operations Management
- IT operations control
- Console management
- Job scheduling
- Backup and restore
- Print and output
- Facilities management
s Technical Management
- Manage technical knowledge
- Plan, implement and maintain
stable infrastructure
s Applications Management
- Manage applications knowledge
- Ensure applications are
appropriately designed, resilient
and eective
- Provide support resource
Key Documents
2 Service operation policies and
plans
2 Event management policy, plans
and reports
2 Incident management policy, plans
and reports
2 Incident models
2 Major incident procedure
2 Request fulllment policy, plans
and reports
2 Request models
2 Problemmanagement policy, plans
and reports
2 Problemmodels
2 Process manuals
2 Technical documentation
2 Operational procedures and
instructions
2 Functional documentation
2 User guides