Post on 19-Jan-2015
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ITIL V3 d S i T i i
Welcome
ITIL V3 and Service Transition
© ITSM Academy, ITIL V3 and Service Transition 0809
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Welcome!© ITSM Academy 2
Agenda
Service Transition PurposeScope
Where to BeginRole of Service Transition processes
© Crown copyright 2007. Reproduced under license from OGC.
© ITSM Academy 3
Customer Satisfaction
The difference betweenWhat customers expectWhat customers perceive they h i dhave received
© ITSM Academy 4
Service Transition Purpose
Set customer expectations on how new or changed services enable business changePlan and manage the resources needed to successfully establish new and changed services into productionand changed services into production
Within predicted cost, quality and time estimatesestimates
© ITSM Academy 5
Service Transition Scope
RFC5RFC4RFC3RFC2RFC1 RFC6
Continual Service Improvement
Change Management (4.2)
S i A t d C fi ti M t (4 3)
BLBLBLBLBL BL BL
Service Asset and Configuration Management (4.3)
Service Transition Planning and Support (4.1)
E3E2E1
Oversee management of organization and stakeholder change (5)
Evaluation (4.6)
Service Strategy
Service Design
Plan and prepare release
Build and test
Service testing and
pilots
Plan and prepare for deployment
Transfer, deploy, retire
Review and close service
transition
Service Operations
Early Life SupportRelease and Deployment Management (4.4)
E
Service Validation and Testing (4.5)
Knowledge Management (4.7)
F f Oth ITIL ITIL i thiPoint to Evaluate the Service DesignE
BL
RFC
Focus of activity related to service transition
Other ITIL core publication
ITIL process in this publication that supports the whole service lifecycle
g
Point to capture Baseline
Request for Change© Crown copyright 2007. Reproduced under license from OGC.
Where to Begin? - Policies
Define and implement a formal policyCl l t t bj ti Clearly state objectives Define consequences of non-complianceCommit to delivering changes in releasesg gObtain formal sign off
Adopt a common framework and standardsEstablish effective controls and disciplinesAlign plans with business needsM i i l i hi d i l Maintain relationships and proactively manage resources Anticipate and manage course corrections
Senior management endorsement of and visible support for policies contributes to their overall effectiveness.
© ITSM Academy 7
Service Transition Processes
Processes that support the service lifecycleChange ManagementService Asset and Configuration ManagementKnowledge Management
Processes within Service TransitionTransition Planning and SupportRelease and Deployment ManagementService Validation and TestingEvaluation
Organizational change and stakeholder management must also be considered.
© ITSM Academy 8
Change Management
Change Management ensures changes are recorded and handled in a controlled manner
Respond to changing business requirements
in a controlled manner
Optimize Risk
skN
e
STABILITY FLEXIBILITYRis ed
CONTROL
© ITSM Academy 9
Service Asset and Configuration Management
Service Asset and Configuration Management identifies and controls service assets and configuration items (CIs) throughout
Support business control objectives and
controls service assets and configuration items (CIs) throughout the service lifecycle
pp jrequirementsSupport efficient and effective service management pp gprocesses by
Maintaining and providing accurate informationEnabling decisions
© ITSM Academy 10
Knowledge Management
Knowledge Management (KM) ensures the right information is delivered to the right place or person at the right time to enable an
Ensure understanding of service value and benefits
delivered to the right place or person at the right time to enable an informed decision
Ensure understanding of service value and benefitsImprove decision making by ensuring reliable and secure data and information is available throughout secure data and information is available throughout the lifecycle
© ITSM Academy 11
Transition Planning and Support
Decide the most appropriate approach to Service Transition based on
Th i d f iThe size and nature of servicesThe number and frequency of releasesBusiness needsBusiness 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.
© ITSM Academy 12
Release and Deployment Management
Release and Deployment Management builds, tests and delivers the capability to provide services that meet stakeholders’
Create clear and comprehensive Release and
the capability to provide services that meet stakeholders requirements and objectives
Create clear and comprehensive Release and Deployment Plans
Ensure releases can be deployed successfully and on scheduleEnsure minimal unpredicted impactS i f d i Satisfy customers, users and service management staff
Communication, preparation, documentation and training are hallmarks of Release and Deployment Management.
© ITSM Academy 13
Service Validation and Testing
Service Validation and Testing provides objective evidence that new or changed services support customer, business and
Confirm customer and stakeholder
new or changed services support customer, business and stakeholder requirements
requirements are defined
Provide confidence that released services will deliver expected outcomes and valuedeliver 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.
© ITSM Academy 14
Evaluation
Evaluation provides a standard way to evaluate the performance of service changes
Ensure expectations are realistic
of service changes
Independently evaluate actual performance against anticipated performanceEvaluate the intended and unintended effects of service changes P id ff ti d t i f ti t Ch Provide effective and accurate information to Change Management
Evaluation is concerned with value.
© ITSM Academy 15
Managing Organizational and Stakeholder Change
ChangeI Is never easyUsually takes longer than plannedCan bring risk
Changes and transitions must be led and managed
gIs inevitable and required
Stakeholders must be identified and their requirements understoodFailing to understand requirements results in resistance, dissatisfaction and increased costs
Managing organizational change and how it affects people leads to customer satisfaction.
© ITSM Academy 16
ITIL® Certification Scheme
ITIL E t
Advanced
Managing Across the Lif l
5 pointsExpert
Service Offerings and Agreement (SOA)
Lifecycle
3 points each 4 points eachCSI
Planning, Protection and Optimization (PPO)
Release, Control and Validation (RCV)
Service Offerings and Agreement (SOA)
SSSD
ST SO
Lifecycle Stream Capability Stream
Operational Support and Analysis (OSA)
a g, otect o a d Opt at o ( O)
V3 Foundation2 points © ITSM Academy 2008
Want to Learn More?
In the CatalogITIL F d i / B idITIL Foundation / BridgeITIL Capability / LifecycleITIL S i M B idITIL Service Manager BridgeITIL Managing Across the Lifecycle (MALC)
Certified Process Design Engineer (CPDE)®Certified Process Design Engineer (CPDE)®
ISO/IEC 20000 (ISO 20K) FoundationMOF 4 0 FoundationMOF 4.0 Foundation
Coming SoonComing SoonISO 20K Professional Level Modules
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ITIL® Bridging Schemeg g
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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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