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Service Transition

Key Principles Policies for service transition

Managing communicationsand commitment

Managing organizationand stakeholder change

Stakeholder management

Big bang vs. phased

Push vs. pull

Automation vs. manual

Service V model Data-Information-Knowledge-

Wisdom

Release and DeploymentManagements Plan deployment of release package

sPrepare for build test and deploymentsBuild and test

sTest service and conduct pilot

sPlan and prepare for deployment

sPerform and transfer, deployment,and retirement

sVerify deployment

sSupport early life

sReview and close deployment

Change Managements Create and record Request For

Change (RFC)

sReview RFC

sAssess and evaluate changesAuthorize change

sPlan updates

sCoordinate change implementation

sReview and close change

Transition Planning andSupports Define transition strategy

sPrepare for service transition

sPlan and coordinate servicetransition

sAdvicesProvide administrationsMonitor and report progress

Service KnowledgeManagementsDefine knowledge management

strategy

sTransfer knowledgesManage data and information

sMaintenance of Knowledge Items (KIs)

sMaintain Service KnowledgeManagement System (SKMS)

EvaluationManagementsPlan evaluation

sEvaluate predicted performance

sEvaluate actual performance

Service Asset andConfigurationManagements Management and planning

s Configuration identification

s Configuration controls Status accounting and reportings Verification and audit

Service Validation andTesting Managements Manage validation and tests Plan and design tests

s Verify test plan and test designs

s Prepare test environment

s Perform tests

s Evaluate exit criteria and reports Clean up test environments and

close

Key Documents2Service transition policies and

plans

2Service Design Package (SDP)

2Service Acceptance Criteria (SAC)

2Change and configurationmanagement policy, plans andreports

2Change schedule

2CAB agenda and minutes

2Configuration model

2Configuration baselines and statusreports

2Release policy, plans, packages anddocumentation

2Service quality policy, risk policy,

test strategy, test models, testplans and test reports

2Build plans and documentation

2Evaluation plans and reports

2Deployment plans and reports

2Transition closure report

2Knowledge management strategy

Capacity Management(Business, service andcomponent)

s Review current capacity

s Improve capacity

s Assess, agree and documentrequirements

s Plan new capacity

Information SecurityManagements Produce and maintain information

security policy

s Implement security policy

s Assess and classify informationassets

s Implement and improve securitycontrols

s Monitor and manage securitybreaches

s Reduce security breaches

s Perform reviews, audits andpenetration tests

IT Service ContinuityManagements Initiate project

s Determine requirements andproduce strategy

s Develop plans and implementstrategy

s On going operation

s (Invoke the continuity plan)

Key Documents2Service design policies and plans

2Service Acceptance Criteria (SAC)and Service Level Requirements(SLR)

2Service Design Package (SDP)

2Solution designs

2Architectures and standards

2Service level policy, plans and

reports2Service Level Agreements (SLA)

and Operational Level Agreements(OLA)

2Service Improvement Plan (SIP)

2Availability policy, plans, designcriteria, risk analysis and reports

2Capacity policy, plans, forecastsand reports

2Business and IT service continuitypolicy, strategy, plans, risk andbusiness impact analysis and reports

2Business and information securitypolicy, strategy, plans, risk analysis,classification, controls and reports

2Supplier 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

RequestFulfillments Select and input details of service

requests Approve service requests Fulfill service request

s Close service request

Incident Managements Identify incident

s Log incident

s Categorize incident

s Prioritize incidents Carry out initial diagnosiss Escalate incident

s Investigate and diagnose incident

s Resolve and recover incident

s Close incident

Access Managements Request access

s Verify requests Provide rightss Monitor identity status and maintain

users, roles and groupss Log and track access

s Remove or restrict rights

s Maintain directories

Problem Managements Detect problem

s Log problems Categorize problem

s Prioritize problems 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- Definition of requirements anddesign of service solutions

- Technology and architecturaldesign

- Process design- Measurement design

Service oriented architecture

Business service management

Service design models

People, Processes, Products /Technology and Partners(the 4 Ps)

Service CatalogueManagements

Agree service definitions Agree contents

s Produce and maintain servicecatalogue

s Interface with stakeholders

Service LevelManagements Determine requirements and agree

SLAs

s Monitor and report

s Improve customer satisfaction

s Conduct service reviewss Revise SLAs and underpinning

agreements

s Develop relationshipss Maintain templates

Supplier Managements Evaluate

s Establish

s Manage performance

s Renew and/or terminate

s Categorize suppliers and maintainSCD

AvailabilityManagement(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 St rategyDetermine Perspective 3Form a Position 3Craft a Plan 3Adopt Patterns of Action 3

Key Principles Service Lifecycle

Value: Utility and warranty

Service Assets: Resources andcapabilities

Systems, processes, roles, unitsand functions

Service provider types

Value networks

Strategy GenerationsDefine the market

sDevelop the offerings

sDevelop strategic assets

sPrepare for execution

Service PortfolioManagement

sDefinesAnalyze

sApprove

sCharter

Risk ManagementsAnalyze risk

sManage risk

Demand ManagementsAnalyze and codify Patterns of

Business Activity (PBA)

sMatch User Profiles (UP)

sDevelop service packages

sDefine Service Level Packages

Financial ManagementsValuate services

sModel demandsOptimize service portfoliosOptimize service provisioning

sPlan

sAnalyze service investments

sAccount

sComplysAnalyze Variable Cost Dynamics

(VCD)

Key Documents2Service objectives, strategies,

policies and plans

2Service definition, classificationand visualization

2Service models

2Option space

2Business Impact Analysis (BIA)

2Financial plan

2Business case

2Patterns of Business Activity(PBA)

2User Profiles (UP)

2Service packages

2Service Level Packages (SLP)Visit www.ITILTrainingZone.com

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ITIL

V3 - At A Glance

Continual ServiceImprovementPlan 3

Do 3Check 3Act 3

Key Principles Organizational change

Service measurement

Assessments and benchmarking

Governance

Deming cycleCSI model

7-Step ImprovementProcesssDefine what you should measuresDefine what you can measure

sGather data

sProcess data

sAnalyze data

sPresent and use information

sImplement corrective action

Service MeasurementsDevelop a service measurement

framework

sDefine what to measure

sSet targetssCreate a measurement

framework grid

sInterpret and use metricssCreate scorecards and reports

Service ReportingsDefine reporting policies and rules

sCollate

sTranslate and apply

sPublish

Key Documents2Continual service improvement

policies and plans

2Corporate and IT vision, mission,goals and objectives

2Critical Success Factors (CSF)

2Key Performance Indicators (KPI)and metrics

2Service level targets

2Balanced scorecard

2SWOT analysis

2Service Improvement Plans (SIP)

2Business case

2Reporting policies and rules

2Reports

Collect requirements 3Analyze 3Design 3

Evaluate 3Procure and/or develop 3

Plan and prepare 3Build and test 3

Testing and pilots 3Transfer, deploy, retire 3

Review and close 3

Monitor and control 3Manage activities 3Generate metrics 3

Provide reports 3

Event Managements Generate event notification

s Detect event

s Filter events Categorize events Correlate events

s Trigger response

s Select response

s Review actions

s Close event

Functionss Service Desk

- Single point of contact- Local, Central, Virtual, Follow theSun

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 maintainstable infrastructure

s Applications Management- Manage applications knowledge- Ensure applications areappropriately designed, resilientand effective

- Provide support resource

Key Documents2Service operation policies and

plans

2Event management policy, plansand reports

2Incident management policy, plansand reports

2Incident models

2Major incident procedure

2Request fulfillment policy, plansand reports

2Request models

2Problem management policy, plansand reports

2Problem models

2Process manuals

2Technical documentation

2Operational procedures andinstructions

2Functional documentation

2User guides