1. ITIL ® Service Transition ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. Course Name : ITIL Service Transition Version : NVL_ITILST_CW_01_004_1.2 Course ID :ITSM - 112

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3. Introduction - Service Transition

4. 4 Service Transition - Introduction Purpose 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.

5. 5 Service Transition - Introduction Objectives  Plan and manage service changes efficiently and effectively  Manage risks relating to new, changed or retired services  Successfully deploy service releases into supported environments  Set correct expectations on the performance and use of new or changed services  Ensure that service changes create the expected business value  Provide good-quality knowledge and information about services and service assets.

6. 6 Service Transition - Introduction Scope  ITIL Service Transition provides guidance for the development and improvement of capabilities for transitioning new and changed services into supported environments, including  release planning, building, testing, evaluation, and deployment. Also considers  Service retirement and  transfer of services between service providers  The guidance focuses on how to ensure that the requirements from service strategy, developed in service design, are effectively realized in service operation while controlling the risks of failure and subsequent disruption.

7. 7 Service Transition - Introduction Scope The scope also 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.

8. 8 Service Transition - Introduction Value to the business  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  Be easier for people to adopt and follow  Reuse of service transition assets across projects and services  Reduce delays from unexpected clashes and  Reduce the effort spent on managing the service transition test and pilot environments  Improve expectation setting for all stakeholders involved  Increase confidence that the new or changed service can be delivered to specification without unexpectedly affecting other services or stakeholders  Ensure that new or changed services will be maintainable and cost-effective  Improve control of service assets and configurations

9. 9 Service Transition - Introduction Service Transition Processes Processes with significant activities throughout the service lifecycle:  The processes that are critical during the service transition stage but influence and support all stages of the service lifecycle: Change management Service asset and configuration management Knowledge management Processes which have most of their activities in the service transition stage of the service lifecycle:  The second group is processes that are strongly focused on the service transition stage: Transition planning and support Release and deployment management Service testing and validation Change evaluation

10. 10 Service Transition - Introduction Context  The ITIL core consists of five lifecycle publications.  Each provides part of the guidance necessary for an integrated approach as required by the ISO/IEC 20000 standard specification.  Each one addresses capabilities having a direct impact on a service provider’s performance. Copyright© AXELOS Limited 2011. All rights reserved. Material is reproduced under license from AXELOS

11. Service Transition Principles

12. 12 Service Transition - Principles Principles and Policies  Define and implement a formal policy for service transition  Implement all changes to services through service transition  Adopt a common framework and standards  Maximize re-use of established processes and systems  Align service transition plans with the business needs  Establish and maintain relationships with stakeholders  Establish effective controls and disciplines  Provide systems for knowledge transfer and decision support  Plan release packages  Anticipate and manage course corrections  Proactively manage resources across service transitions  Ensure early involvement in the service lifecycle  Provide assurance of the quality of the new or changed service  Proactively improve quality during service transition.

13. 13 Service Transition - Principles Policy A formal policy for service transition should be defined, documented and approved by the management team, who ensure that it is communicated throughout the organization and to all relevant suppliers and partners.

14. 14 Service Transition - Principles Principles  Policies should clearly state the objectives, and any non-compliance with the policy must be remedied.  Policies should be aligned with the overall governance framework, organization, and service management policies, with appropriate auditing and enforcement.  Sponsors and decision makers involved in developing the policy must demonstrate their commitment to adapting and implementing the policy.  Processes should integrate teams, blending competencies while maintaining clear lines of accountability and responsibility.  Changes should be delivered in releases, except for standard changes and some emergency changes.  The deployment must be addressed early in the release design and release planning stages.

15. 15 Service Transition - Principles Policies, Principles and Best Practices for:  Implement all changes to services through service transition  Adopt a common framework and standards  Maximize re-use of established processes and systems  Align service transition plans with the business needs  Establish and maintain relationships with stakeholders  Establish effective controls and disciplines  Provide systems for knowledge transfer and decision support  Plan release packages  Anticipate and manage course corrections  Proactively manage resources across service transitions  Ensure early involvement in the service lifecycle  Provide assurance of the quality of the new or changed service  Proactively improve quality during service transition

16. 16 Service Transition - Principles Service Transition Performance Metrics In order to be effective and efficient, service transition must focus on delivering what the business requires as a priority and doing so within financial and other resource constraints. The service transition lifecycle stage and release plans need to be aligned with the business, service management and IT strategies and plans.

17. 17 Service Transition - Principles Service Transition Performance Metrics Measuring and monitoring the performance of the service transition lifecycle stage should focus on the delivery of the new or changed service against the predicted levels of warranty, service level, resources and constraints within the service design or release package.  Resource utilization against capacity  Capabilities (where these can be measured)  Warranties  Service levels  Cost against approved budget  Time  Quality of service, e.g., satisfaction rating or service levels met, breached and near misses  Value  Errors and incidents  Risks

18. 18 Service Transition - Principles Inputs and Outputs Service transition inputs and outputs by lifecycle stage Lifecycle stageService transition inputs (from the lifecycle stage in the first column) Service transition outputs (to the lifecycle stage in the first column) Service strategyVision and mission Service portfolio Policies Strategies and strategic plan Priorities Change proposals, including utility and warranty requirements and expected timescales financial information and budgets Input to change evaluation and change advisory board (CAB) meeting Transitioned services Information and feedback for business cases and service portfolio Respond to change proposals Service portfolio updates Change schedule Feedback on strategies and policies Financial information for input and budgets Financial reports Knowledge and information in the SKMS Service design Service catalogue Service design packages, including Details of utility and warranty Acceptance criteria Service models Design and interface specifications Transition plans Operation plans and procedures Requests for change (RFCs) to transition or deploy new or changed services Input to change evaluation and CAB meeting Designs for service transition processes and procedures Service level agreements, operational level agreements and underpinning contracts Service catalogue updates Feedback on all aspects of service design and service design packages Input and feedback on transition plans Response to RFCs Knowledge and information in the SKMS (including the CMS) Design errors identified in transition for redesign Evaluation reports Copyright© AXELOS Limited 2011. All rights reserved. Material is reproduced under license from AXELOS

19. 19 Service Transition - Principles Inputs and Outputs Service transition inputs and outputs by lifecycle stage Lifecycle stageService transition inputs (from the lifecycle stage in the first column) Service transition outputs (to the lifecycle stage in the first column) Service operation RFCs to resolve operational issues Feedback on quality of transition activities Input to operational testing Actual performance information Input to change evaluation of CAB meetings New or services Known errors Standard changes for use in request fulfilment Knowledge and information in the SKMS (including the CMS) Change schedule Continual service improvement Results of customer and user satisfaction surveys Input to testing requirements Data required for metrics, key performance indicators (KPIs) and critical success factors (CSFs) Input to change evaluation and CAB meetings Service reports RFCs for implementing improvements Test reports Change evaluation reports Knowledge and information in the SKMS Achievements against metrics, KPIs and CSFs Improvement opportunities logged in the continual service improvement register Copyright© AXELOS Limited 2011. All rights reserved. Material is reproduced under license from AXELOS

20. 20 To know more about our ITIL Service Transition Certification Training, please visit www.invensislearning.com www.invensislearning.com

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