3_Service_Transition.pdf

Service Transition

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First published 2007

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iii

Contents

List of figures

5.2 Managing organization and stakeholder

change

161

List of tables

vii

5.3 Stakeholder management

173

OGC’s foreword

viii

6 Organizing for Service Transition 177

6.1 Generic roles

Chief Architect’s foreword

179

Preface

6.2 Organizational context for transitioning

a service

179

Acknowledgements

xii

6.3 Organization models to support

Service Transition

181

1 Introduction

6.4 Service Transition relationship with

other lifecycle stages

1.1 Overview

189

1.2 Context

7 Technology considerations

191

1.3 Goal and scope of Service Transition

7.1 Knowledge management tools

193

1.4 Usage

7.2 Collaboration

194

2Service Management as a practice 11

2.1 What is Service Management?

7.3 Configuration Management system

194

8 Implementing Service Transition 197

8.1 Stages of introducing Service Transition 199

2.2 What are services?

2.3 Functions and processes across the

lifecycle

9 Challenges, critical success factors

and risks

2.4 Service Transition fundamentals

203

3 Service Transition principles

9.1 Challenges

205

9.2 Critical success factors

205

3.1 Principles supporting Service Transition 23

3.2 Policies for Service Transition

9.3 Risks

206

9.4 Service Transition under difficult conditions 206

4 Service Transition processes

Afterword

209

4.1 Transition planning and support

4.2 Change Management

Appendix A: Description of asset types 213

4.3 Service asset and configuration

management 65

4.4 Release and deployment management 84

Further information

217

References

219

4.5 Service validation and testing

115

Glossary

221

4.6 Evaluation

138

Acronyms list

223

4.7 Knowledge management

145

Definitions list

225

5 Service Transition common operation

activities

155

Index

251

5.1 Managing communications and

commitment

157

List of figures

All diagrams in this publication are intended to provide an

illustration of ITIL Service Management Practice concepts

and guidance. They have been artistically rendered to

visually reinforce key concepts and are not intended to

meet a formal method or standard of technical drawing.

The ITIL Service Management Practices Intergrated Service

Model conforms to technical drawing standards and

should be referred to for complete details. Please see

www.best-management-practice.com/itil for details.

Figure 4.11 (b) Example configuration breakdown for a

Managed Virtual System

Figure 4.12 Example of service lifecycle configuration

levels and baseline points, represented by the

numbered triangles

Figure 4.13 Simplified example of an IT infrastructure

Figure 4.14 Example of asset and configuration item

lifecycle

Figure 1.1 Sourcing of Service Management practice

Figure 4.15 Simplified example of release units for an IT

service

Figure 1.2 ITIL Core

Figure 2.1 A conversation about the definition and

meaning of services

Figure 4.16 Options for ‘big bang’ and phased rollout

Figure 4.17 Phased deployment across geographical

locations

Figure 2.2 A basic process

Figure 2.3 The scope of Service Transition

Figure 4.18 Architecture elements to be built and tested

Figure 3.1 Service assets required to deliver services to

the business

Figure 4.19 Example of a release package

Figure 4.20 Coordinating the deployment of service

components

Figure 3.2 Services provide value by increasing the

performance of customer assets and

removing risks

Figure 4.21 Service V-model to represent configuration

levels and testing

Figure 4.1 Scope of change and release management for

services

Figure 4.22 Example of service testing through Service

Transition

Figure 4.2 Example process flow for a normal change

Figure 4.23 Example of a set of deployment activities

Figure 4.3 Example process flow for standard

deployment request

Figure 4.24 Example of early life support activities

Figure 4.25 Illustration of the benefits of targeted early life

support

Figure 4.4 Example process flow for standard operational

change request

Figure 4.26 Service models describe the structure and

dynamics of a service

Figure 4.5 Example of a change authorization model

Figure 4.6 Request for Change workflow and key

interfaces to Configuration Management

Figure 4.27 Dynamics of a service model

Figure 4.28 Design constraints of a service

Figure 4.7 Example of a logical configuration model

Figure 4.29 Value creation from service utilities and

warranties

Figure 4.8 Example of a Configuration Management

System

Figure 4.30 Example of service V-model

Figure 4.9 The relationship between the Definitive Media

Library and the Configuration Management

Database

Figure 4.31 Designing tests to cover range of service

assets, utilities and warranties

Figure 4.10 Typical Configuration Management activity

model

Figure 4.32 Example of a validation and testing process

Figure 4.33 Example of perform test activities

Figure 4.11 (a) Example configuration breakdown for an

end-user computing service

Figure 4.34 Evaluation process

Figure 4.35 Example risk profile

Figure 4.36 Context for qualification and validation

activities

Figure 4.37 The flow from data to wisdom

Figure 4.38 Relationship of the CMDB, the CMS and the

SKMS

Figure 4.39 Service knowledge management system

Figure 4.40 Contribution of knowledge to effectiveness of

support staff

Figure 5.1 Example of communications strategy and plan

contents

Figure 5.2 Example communication path

Figure 5.3 Example of Service Transition steps for

outsourcing

Figure 5.4 The emotional cycle of change

Figure 5.5 Potential stakeholders

Figure 5.6 Example stakeholder map

Figure 5.7 Power impact matrix

Figure 5.8 Example commitment planning chart

Figure 6.1 Example of Service Transition organization

and its interfaces

Figure 6.2 Organizational interfaces for a Service

Transition

Figure 6.3 Example of an organization for Service

Transition

Figure 6.4 Flow of experience

Figure 8.1 Steps to improving Service Transition

processes

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