IT Service Transition purpose and processes Yavor Ganchev

IT Service Transition – purpose and processes Yavor Ganchev

Today’s topics • What is Service Transition • Objectives of Service Transition • Service Transition Processes

What is Service Transition • Service transition makes sure that new or changed service satisfies the needs of customers and business expectations as documented in the service strategy and service design lifecycle stages.

Service Transition Objectives • The objective of ITIL Service Transition is to build and deploy IT services. Service Transition also makes sure that changes to services and Service Management processes are carried out in a coordinated way.

Change Management • The key Transition process, and one of the key ITIL processes. Change is usually the main cause of a service disruption, so we want as much control over change as possible. In Change Management we ensure that all changes are provided with minimum downtime. • Term: “Change Request” • Term: “Change Advisory Board (CAB)” • Term: “Change remediation” a. k. a. “Back out plan”

Service Asset and Configuration Management • • The purpose of the SACM process is to make sure that the assets required to deliver services are properly controlled, and make sure that reliable and accurate information about these assets is available wherever and whenever it is required. This information also constitutes of details like the relationships between assets and how the assets have been configured. Term: “Configuration Item (CI)” Term: “Configuration Management Data Base (CMDB)” Term: “Configuration Management System (CMS)”

Release and Deployment Management • In a nutshell, RDM deals with what Change Management decided to do, with the resources and timeframes available. • Major, Minor, Emergency Releases • Good planning • Knowledge sharing

Knowledge Management • The key purpose of knowledge management process is to gather, analyze, store and share knowledge and information within an organization; secondly, to make sure that these are available in the right place at the right time to enable better and informed decisions; and third, to improve efficiency by mitigating the need for rediscovering knowledge.

Practical Tasks • For the designed service, identify couple of possible Cis and define their attributes and inter-relation.