Week 8 & 9: service transitioning

In week 8 and 9 lecture, we learnt about key principles and concepts

related to service transition; service transition processes and activities;
and roles of service transition.
Service transition ensures that organisations produces value to itself and
its customers by managing the stages of change in service lifecycle; deals
with risk management for new, enhanced and retired services thus
protecting the product environment (Software, 2005).
The goals of service transition are as follows:
Informing customers on the performance and use of services that
are new or changed.
Allowing business change project or customer to add a release into
business processes and services
Make sure that the impact on current services are reduced
Making sure that users and customers are able to use the changed
or new service in such a way that increases value to organisation
operations
Maximising the satisfactions of user, customers an service support
(UCISA, 2014)
Service transitioning processes includes
Knowledge management: deals with the identification and planning
for the discovering of significant knowledge and the important
information and data that will be use to support it.
Change management: in order to reduce the effect of change
related to incident on service quality and thus to improve the daily
operations of the organisation, this process make sure that
standardised methods and procedures are used for prompt and
efficient management of all changes.
Release and deployment management: this process goal is to build,
test and deploy a release into production and prepare it for service
operation.
IT service asset and configuration management: in order to support
the effective and efficient IT management in an organisation, this
process makes sure that the integrity of service assets and
configuration are in good form.
Service validation and testing: this process is to guarantee that a
service will generate value to the organisation (UCISA, 2014).

Tutorials
The task in week 8 required students to design a laptop service that
involves real service plan that can run for long period of years, we were
put into groups in week 9, and my groups task was to carry out a survey.

LAPTOP SERVICE DESIGN

WHO
LSBU Students
WHAT
Laptop support services speeds up your pc, virus check, and
backup/restore.
WHEN
Pilot text next week.
WHERE
Faraday wing (next week)/ course or student centre and online
WHY
HOW: Doodle
Cis
Resourcing
Number of customer, Tools (e.g memory installation)

Legal

Power
Desks
Chairs
Extension leads
Signage
Peripherals keyboard, mouse, USB/flash drive.

 3rd party software

C.I.A Integrity, Accessibility

Continuous Service Improvement on LSBU Laptops

1. What is your overall satisfaction rating with the service we provide?
54321-

Very satisfied
Satisfied
Neither Satisfied Nor Dissatisfied
Dissatisfied
Very Dissatisfied

2. What factors motivates you to go for our service?

Reliability
Recommendation
Safe
User-friendly
Easy to access
Other
3. Please tell us why you feel that way?
4. How frequently do you use our service?
5. How helpful is the service when being accessed
5- Very Helpful
4- Somewhat helpful
3- Neither Helpful Nor Useless
2- Somewhat Useless
1- Very Useless
6. How likely are you to recommend our service to a friend or colleague?
54321-

Very Likely
Somewhat Likely
Neither likely Nor Unlikely
Somewhat Unlikely
Very Unlikely

7. If you have any additional comments about how we can improve your
satisfaction with our services, please state them below

Result based Service

Improvement Planning and
Implementation

Where Are We Now?

Measure Clients satisfaction

Measure Clients Expectations

Where do our Clients Want to be?

Setting Target and developing

Service Improvement Plan

How will we get there?

Implementing, Monitoring and

Ensure Accountability

How do we make it happen?

Reference:
Software, B. (2005) ITIL service transition: Best practices &
processes. Available at: http://www.bmc.com/guides/itil-servicetransition.html (Accessed: 22 December 2016).
U C I S A (2014) I T I L : I N T R O D U C I N G S E R V I C E T R A N S
I T I O N ITIL Introducing service transition. Available at:
https://www.ucisa.ac.uk/-/media/files/members/activities/itil/servic
etransition/itil_introducing%20service%20transition%20pdf.ashx?
la=en (Accessed: 22 December 2016).