Third Core ProcessSERVICE TRANSITION

Quick RecapWhat is ITIL?• Information Technology Infrastructure Library• A set of IT management practices that focuses on

aligning IT services with the needs of the business• ITIL framework helps manage delivery,

industrialization, support, and consumerization.

Five Core Processes• Service Strategy 

• Service Design 

• Service Transition 

• Service Operation 

• Continual Service Improvement 

Service Transition: Agenda• Service Transition• Processes –

• Transition Planning and Support Process• Service Assets & Configuration Mngt.• Knowledge Mngt.• Change Mngt. Process

• Change Evaluation• Release and Deployment Mngt.• Service Validation and Testing

Third Core ProcessService Transition

• To ensure that new, modified or retired services meet the expectations of the business as documented in the services strategy and services design stages of the lifecycle

• helps plan and manage the change of state of a service in its lifecycle.

• Managing risk for new, changed and retired services protects the product environment

Transition Planning and Support Process• Provide overall planning for service transition and

coordinate the resources that they require

Service asset and configuration Mngt.• To ensure that assets required to deliver services

to the organization are properly controlled, and that accurate and reliable information is available when needed

• To define and control the components of services and infrastructure, and maintain accurate configuration records allowing:

• Compliance with corporate governance• Control of asset base• Cost optimization• Faster incident and problem resolution

Knowledge Mngt. Process• To share perspectives, ideas experiences and

information, to ensure that these are available in the right place at the right time to enable informed decisions.

Change Mngt. Process• Respond to the customer’s changing business

requirements while maximizing the value and reducing incidents, disruption and re-work

• To ensure that changes are:• Recorded, evaluated , authorized , prioritized,

planned, tested, implemented, documented and reviewed in a controlled manner

Change Mngt.: ConceptsChange types:• Normal – requires full assessment and

authorization• Standard – pre-authorized by change

management• Emergency – rapid response to a business

affecting a situation

Change Evaluation • To provide a consistent and standardized means

of determining the performance of a service in the context of likely impact on business outcomes

Release and Deployment Mngt.• To plan, schedule and control the build, test and

deployment of releases and to deliver new functionality required by the business while protecting the integrity of existing services.

• Release and deployment management handles designing and building packages of approved changes. 

• It also deals with deployment into the live environment and the planning thereof. 

• The aim is to implement approved changes with minimal disruption to the live environment.

Release and Deployment Process• Release and deployment planning

• Release build and test 

• Deployment 

Release and Deployment Process• Release and deployment planning

• The starting point for this activity is the service design package (SDP) provided by the design coordination process. The SDP provides guidelines for packaging and deployment. We add to these the scope and content of the release, who the stakeholders are, roles and responsibilities for the release, and a deployment schedule.

• Release build and test 

• Deployment 

Release and Deployment Process• Release and deployment planning

• Release build and test • This starts with the authorization by change management to

build and test the release. It concludes with the authorization by change management to check the software into the DML. Release packages are built in this step and tested according to the criteria identified in the previous step. Actual testing is carried out by the service validation and test process.

• Deployment 

Release and Deployment Process• Release and deployment planning

• Release build and test 

• Deployment • This step starts with the authorization by change

management to deploy the release

Service Validation and Testing• plans, conducts and reports on tests of new or

changed services. The results of testing go to the change evaluation process to support a decision on whether to proceed.

• To ensure that a new or changed IT service matches its design specification and will meet the needs of the business

Service Validation and TestingWorking with change evaluation, service validation and testing will:• Work with transition planning and support to plan the

resources required for testing• Plan and design tests• Schedule tests• Prepare the test environment• Perform the tests• Evaluate exit criteria and report• Clean up and close tests• Meet the needs of the business

Types of Tests• Utility testing• Warranty testing• Usability testing• Contract and regulation testing• Operational readiness testing

Sources • http://www.bmc.com/guides/itil-service-transition.

html• http://www.slideshare.net/AxiosSystems/fy12-lead

-nurtureitilv3

Service TransitionGALENDEZ | PAQUIBOT | BASALO