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Service Transition

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• Service Transition

- Introduction

- Purpose and Objectives

- Value to business

• Purpose, Objectives, Basic Concepts and Scope of:

- Change Management

- Service Asset & Configuration Management

- Knowledge Management

- Release and Deployment Management

- Transition Planning and Support

Lesson Objectives

2


Scope

The scope includes the transition of changes in the service provider’s service

management capabilities that will impact on the ways of working, the organization,

people, projects and third parties involved in service management.

Value to business

Adopting and implementing standard and consistent approaches for service

transition will:

• Enable projects to estimate the cost, timing, resource requirement and risks

associated with the service transition stage more accurately.

• Result in higher volumes of successful change.

• Enable service transition assets to be shared and re-used across projects and

services.

• Improve control of service assets and configurations.

Scope & Value to Business of Service

Transition

3


Service Transition moves services and service changes into operational use. This is

achieved by receiving a new Service Design Package (SDP) from the Service

Design stage, testing it to ensure it meets the needs of the business and deploying it

within the production environment.

Purpose of Service Transition

The purpose of the service transition stage of the service lifecycle is to ensure that

new, modified or retired services meet the expectations of the business as

documented in the service strategy and service design stages of the lifecycle.

Objectives of Service Transition

• Plan and manage service changes efficiently and effectively.

• Manage risks relating to new, changed or retired services.

• Successfully deploy service releases into supported environments.

Purpose & Objectives of Service Transition

4


Process 1: Change Management

Purpose of Change Management

The purpose of the change management process is to control the lifecycle of all

changes, enabling beneficial changes to be made with minimum disruption to IT

services.

Objectives of Change Management

• Respond to the customer’s changing business requirements while maximizing

value and reducing incidents, disruption and re-work.

• Ensure that changes are recorded and evaluated, and that authorized changes

are prioritized, planned, tested, implemented, documented and reviewed in a

controlled manner.

• Ensure that all changes to configuration items are recorded in the configuration

management system.

Purpose & Objectives of Change

Management

5


Scope

All changes must be recorded and managed in a controlled way. The scope of

change management covers changes to all configuration items across the whole

service lifecycle, whether these CIs are physical assets or any other types of asset.

Basic Concepts:

Change

The addition, modification or removal of anything that could have an effect on IT

services. The scope should include changes to all architectures, processes, tools,

metrics and documentation, as well as changes to IT services and other

configuration items.

Change Proposals

Change proposals are submitted to the change management before chartering new

or changed services in order to ensure that potential conflicts for resources or other

issues are identified.

Scope & Basic Concepts of Change

Management

6


All service management processes may require change management, for example to

implement process improvements. Many service management processes will also be

involved in the impact assessment and implementation of service changes as

discussed below.

• Service asset and configuration management

• Problem management

• IT service continuity management

• Information security management

• Service portfolio management

Interfaces within Service Management

7


Types of Change Request

A change request is a formal communication seeking an alteration to one or more

configuration items. This could take several forms, for example., a ‘request for

change’ document, service desk call or project initiation document.

There are three different types of service change:

• Standard change

• Emergency change

• Normal change

Change Request

8


Change models

Organizations will find it helpful to predefine change models – and apply them to

appropriate changes when they occur. A change model is a way of predefining the

steps that should be taken to handle a particular type of change in an agreed way.

Remediation planning

No change should be authorized without having explicitly addressed the question of

what to do if it is not successful. Ideally, there will be a back-out plan, which will

restore the organization to its initial state, often through a reloading of a base lined

set of CIs, especially software and data.

Change Advisory Board / Emergency Change Advisory Board

A change advisory board (CAB) is a body that exists to support the authorization of

changes and to assist change management in the assessment, prioritization and

scheduling of changes. A CAB is often the change authority for one or more change

categories, but in some organizations the CAB just plays an advisory role.

Change Models, Remediation Planning,

Cab & ECAB

9


The change manager will normally chair the CAB, and potential members include:

• Customer(s)

• User manager(s)

• User group representative(s)

• Business relationship managers

• Service owners

• Facilities/office services staff

• Contractors’ or third parties’ representatives

When the need for emergency change arises, i.e. there may not be time to convene

the full CAB, it is necessary to identify a smaller organization with authority to make

emergency decisions. This body is an emergency change advisory board (ECAB).

Change Advisory Board

10


Process activities, methods and techniques

Overall change management activities include:

• Planning and controlling changes

• Change and release scheduling

• Communications

• Change decision-making and change authorization

• Ensuring that remediation plans are in place

• Measurement and control

• Management reporting

• Understanding the impact of change

• Continual improvement.

Change Management Activities

11


Change Management Activities

(Continued)

12

Based on AXELOS ITIL® material. Reproduced under licence from AXELOS

(Figure 4.2 Change management activities, Service Transition: page 70 ITIL® 2011 Edition)


Process 2: Service Asset and Configuration Management (SACM):

Purpose of Service Asset & Configuration Management

The purpose of the SACM process is to ensure that the assets required to deliver

services are properly controlled, and that accurate and reliable information about

those assets is available when and where it is needed.

Objectives of Service Asset & Configuration Management

• Ensure that assets under the control of the IT organization are identified,

controlled and properly cared for throughout their lifecycle.

• Identify, control, record, report, audit and verify services and other configuration

items (CIs), including versions, baselines, constituent components, their attributes

and relationships.

• Ensure the integrity of CIs and configurations required to control the services by

establishing and maintaining an accurate and complete configuration

management system (CMS).

Purpose & Objectives of SACM

13


Scope

Service assets that need to be managed in order to deliver services are known as

configuration items (CIs).

The scope of SACM includes management of the complete lifecycle of every CI.

The scope includes interfaces to internal and external service providers where there

are assets and configuration items that need to be controlled, for example., shared

assets.

Scope of SACM

14


Basic Concepts:

Configuration Item (CI)

A configuration item (CI) is a service asset that needs to be managed in order to

deliver an IT service. Configuration items may vary widely in complexity, size and

type, ranging from an entire service or system including all hardware, software,

documentation and support staff to a single software module or a minor hardware

component.

Configuration Item

15


There will be a variety of CIs; the following categories may help to identify them.

• Service lifecycle CIs

• Service CIs

• Organization CIs

• Internal CIs

• External CIs

• Interface CIs

CI Categories

16


Configuration Management System (CMS)

To manage large and complex IT services and infrastructures, service asset and

configuration management requires the use of a supporting system known as the

configuration management system (CMS).

Definitive Media Library (DML)

The definitive media library (DML) is the secure library in which the definitive

authorized versions of all media CIs are stored and protected. It stores master

copies of versions that have passed quality assurance checks.

CMS & DML

17


Configuration Management Database (CMDB)

The Configuration Management Database stores configuration records containing

attributes of CIs and their relationships.

A CMS may include one or more CMDBs.

Configuration Baseline

A configuration baseline is the configuration of a service, product or infrastructure

that has been formally reviewed and agreed upon, which thereafter serves as the

basis for further activities and can be changed only through formal change

procedures.

CMDB & Configuration Baseline

18


Process 3: Knowledge Management:

Purpose of Knowledge Management

The purpose of the knowledge management process is to share perspectives, ideas,

experience and information; to ensure that these are available in the right place at

the right time to enable informed decisions; and to improve efficiency by reducing the

need to rediscover knowledge.

Objectives of Knowledge Management

• Improve the quality of management decision-making by ensuring that reliable and

secure knowledge, information and data is available throughout the service

lifecycle.

• Maintain a service knowledge management system (SKMS) that provides

controlled access to knowledge, information and data that is appropriate for each

audience.

• Gather, analyse, store, share, use and maintain knowledge, information and data

throughout the service provider organization.

Purpose & Objectives of Knowledge

Management

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Scope

Knowledge management is a whole lifecycle-wide process in that it is relevant to all

lifecycle stages.

Knowledge management includes oversight of the management of knowledge, the

information and data from which that knowledge derives.

Basic Concepts

The Data-to-Information-to-Knowledge-to-Wisdom structure

Knowledge management is typically displayed within the Data-to-Information-to-

Knowledge-to-Wisdom (DIKW) structure.

Scope & Basic Concepts of Knowledge

Management

20



(Figure 4.35 Flow from Data to Wisdom , Service Transition: page184 ITIL® 2011 Edition)

D-I-K-W

21


Service Knowledge Management System (SKMS)

Specifically within IT service management, Knowledge Management will be focused

within the service knowledge management system (SKMS), which is concerned, as

its name implies, with knowledge.

One very important part of the SKMS is the configuration management system

(CMS).

The SKMS will contain many different types of data, information and knowledge.

SKMS

22


SKMS (Continued)

23


(Figure 4.36 Relationship between the CMDB, CMS and the SKMS, Service Transition: page 185

ITIL® 2011 Edition)


Process 4: Release and Deployment Management:

Purpose of Release and Deployment Management

The purpose of the release and deployment management process is 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.

Objective Release and Deployment Management

• Define and agree release and deployment management plans with customers and

stakeholders.

• Create and test release packages that consist of related configuration items that are

compatible with each other.

• Ensure that all release packages are stored in a DML and recorded accurately in the

CMS.

• Ensure that all release packages can be tracked, installed, tested, verified and/or

uninstalled or backed out if appropriate.

Purpose & Objectives of Release &

Deployment Management

24


Scope

The scope of release and deployment management includes the processes, systems

and functions to package, build, test and deploy a release into live use, establish the

service specified in the service design package, and formally hand the service over

to the service operation functions.

Process activities, Methods and Techniques

There are four phases to release and deployment management:

• Release and deployment planning

• Release build and test

• Deployment

• Review and close

Figure 4.23 shows multiple points where an authorized change triggers release and

deployment management activity

Scope of Release & Deployment

Management

25


Release & Deployment Management

(Continued)

26


(Figure 4.23 Phases of Release & Deployment Management, Service Design: page 123 ITIL® 2011 Edition)


Basic Concepts:

Release Unit

• A Release Unit comprises the components of an IT service that are normally

released together.

• It typically includes sufficient components to perform a useful function.

• A different Release Unit may be the complete Payroll Application, including IT

Operations procedures and user training.

Release Policy

The release policy should be defined for one or more services and include:

• The unique identification, numbering and naming conventions for different types

of release together with a description.

• The roles and responsibilities at each stage in the release and deployment

management process.

• Criteria and authorization to exit early life support and handover to the service

operation functions.

Release Unit & Release Policy

27


Release Identification

All releases must be uniquely identified. The identification scheme needs to be

described in the release policy, referencing the affected Configuration Items, and

including a version number.

Release Package

This describes one or more Release Units required to implement the new or changed

service.

Release Deployment

• Deployments can either be Big Bang, i.e. all at once, or Phased, i.e. deployed

to users in stages and at different times.

• A release can be ‘Pushed’, whereby the service component is deployed from the

centre and pushed out to the target; or ‘Pulled’ whereby users are free to initiate

the deployment when required. Mechanisms to release and deploy can be

Manual or Automated.

Release Package

28


Process 5: Transition Planning and Support:

Purpose of Transition Planning and Support

The purpose of the transition planning and support process is to provide overall

planning for service transitions and to coordinate the resources that they require.

Objectives of Transition Planning and Support

• Plan and coordinate the resources to ensure that the requirements of service

strategy encoded in service design are effectively realized in service operation.

• Coordinate activities across projects, suppliers and service teams where required.

Purpose & Objectives of Transition

Planning & Support

29


Scope

• Maintaining policies, standards and models for service transition activities and

processes

• Guiding each major change or new service through all the service transition

processes

• Prioritizing conflicting requirements for service transition resources

Scope of Transition Planning & Support

30


In this chapter we have learnt:

• Service Transition

- Introduction

- Purpose and Objectives

- Value to business

• Purpose, Objectives, Basic Concepts and Scope of:

- Change Management

- Service Asset & Configuration Management

- Knowledge Management

- Release and Deployment Management

- Transition Planning and Support

Overview

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