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SERVICE TRANSISION
Ensure that new, modified or retired
services meet expectations of the
business.
Enable projects to estimate costs
Higher volume of successful change
Easy for people to adopt and follow
Increase confidence
Service is maintainable and cost
effective
TRANSITION PLANNING &
SUPPORT
RELEASE
POLICY
Purpose
Purpose of Transition Planning and Support Process is
to provide overall planning for service transitions and
to coordinate the resources that they require.
Scope
Transition Planning and Support is not responsible for detailed planning of build, test
and deployment of individual changes or releases; these are carried out as part of
Change Management and Release and Deployment Management
Objectives
Plan and coordinate the resources
Coordinate activities across projects, suppliers and service teams where required
Establish newor changed services into supported environments
Establish newor modified management information systems and tools
Ensure all parties adopt common framework of standard re-usable processes and
supporting systems
CHANGE
MANAGEMENT
Objectives
Respond to customers changing
business requirements
Respond to business and IT requests
Changes are recorded and evaluated
Authorized changes are prioritized,
planned, tested, implemented,
documented and reviewed
Changes to configuration items are
recorded in configuration management
system. Optimize overall business
risk(Knowingly accept risk) Scope
Cover changes to all configuration
items(physical and virtual assets)
Service solutions to newor changed services
Management information systems and tools
Technology and management architectures
Processes to design, transition, operate and
improve services
Measurement systems, methods an metrics
for services
Change proposals
Contains high-level description of new,
changed or retired services.
Business outcome to be supported
Utility and warranty to be provided
Full business case(Risks, issues and
alternatives)
Outline schedule for design and
implementation of change
Change models
A way of predefining steps to handle a
particular type of change
Steps needed to handle change
Chronological order steps should be
taken. Responsibilities
Timescale and threshold for completion
Escalation procedures
Purpose
Control lifecycle of all changes
Enable beneficial changes with
minimal disruptions
Description
Change is the addition,
modification or removal of
anything that can have an effect
of on the IT service
Changes that lie outside the scope
Changes with wider impacts
Changes at operational level
Scope of change
management process
CHANGE
Change Advisory Board
Change Advisory Board is a body that exists to support
the authorization of changes and to assist Change
Management in the assessment, prioritization and
scheduling of changes.
CABmay be asked to consider and recommend adoption or
rejection of changes appropriate for higher-level
authorization, and then submitted to appropriate change
authority
Addition, modification or removal of anything that could have an effect
on IT services
Ineffective Change
Has the solution been correctly implemented?
Has the proposed resolution been adequately tested?
Has the error been correctly identified, analysed and diagnosed?
DOCUMENTATION MAY
BE DEFFERED TYPICALLY
UNTIL NORMAL
WORKING HOURS.
The emergency change
procedure is reserved for
changes intended to repair an
error in the IT service that in
negatively impacting the
business to a high degree.
Emergency changes
are essential and so
procedure should be
devised to deal with
themquickly.
Emergency changes are
generally disruptive and
prone to failure.
The number of
emergency changes
proposed should be kept
to an absolute minimum.
EMERGENCY
CHANGE
Emergency changes are
sometimes required and
should be designed
carefully and tested a s
much as possible before
use.
LIFECYCLE OF A NORMAL CHANGE
Planning and controlling changes
change and release scheduling
Communications
change decision ensuring that remediation plans are
in place
measurement and control
management reporting
understanding the impact of change
continual improvement.
Standard Change
A standard change is a change to a service or other configuration itemfor
which the approach is pre-authorized by change management, and this
approach follows an accepted and established procedure to provide a
specific change requirement.
Examples
Upgrade of a pc
Provision of standard
equipment and services
Desktop move to a single
user
The crucial elements are:
The tasks are well known,
documented and proven
Authority is effectively given in
advance
The risk is usually low and well
understood.
ITIL SERVICE TRANSITION
Benedito, Christian, Kara, Abrahams, Peters, Smith, Nombewu
RFCS &
CHANGE
RECORDS
RELEASE &
DEPLOYMENT
MANAGEMENT
Four phases of Release and Deployment Management
Release and Deployment Planning: Plans for creating and
deploying the release are created.
Release Build and Test: Release package is built, tested and
checked into the DML.
Deployment: Release package in the DML is deployed to the live
environment.
Review and Close: Experience and feedback are captured,
performance targets and achievements are reviewed and lessons
learned.
Objectives
Define and agree Release and
Deployment Management plans with
customers and stakeholders
Create and test release packages
Ensure integrity of release package
and its constituent components is
maintained
Deploy release packages from DML to
live environment following an agreed
plan and schedule
Purpose
Purpose of 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.
Scope:
includes the processes ,
systems and functions to
package, build, test and
deploy a release into live use
and to establish the service
specified in the service
design package
Change record a record
containing details of a change,
and it should also reference
the configuration item affected
by change
A document that describes the normal
roles, responsibilities, release units, normal
change content, release frequency and
scheduling of releases. The Release Policy
is normally part of the Configuration and
Change Management Plan.
3 types of
releases
Major Releases Contains large
areas of new functionality. Major
upgrade or release usually
supersedes all preceding minor
upgrades, releases and emergency
fixes.
Minor Releases Contain small
enhancements and fixes. Minor
upgrade or release usually
supersedes all preceding
emergency fixes.
Emergency Releases Contain
corrections to a small number of
unknown errors, or sometimes an
enhancement to meet a high-
priority business requirement.
KNOWLEDGE
MANAGEMENT
Purpose and Objectives
Improve the quality of management decision-
making.
Enable service provider to be more efficient
and improve quality of service and
satisfaction.
Ensure staff have clear and common
understanding of the value that their services
provide.
Maintain service knowledge management
system.
Gather, analyse, store, share, use and
maintain knowledge, information and data.
Scope:
Inclusions: Knowledge
management includes oversight of
the management of knowledge,
the information and data from
which that knowledge derives.
Exclusions: Detailed attention to
the capturing, maintenance and
use of configuration data.
Capture accurate data
Analyse, synthesize and then transform the data
to information.
Identify relevant data and concentrate resources
on its capture.
Maintain integrity of the data.
Archive and purge data to ensure optimal balance
between availability of data and use of resources
Release Policy should be defined for one or more
services and include:
Unique Identification, numbering and naming
conventions for different types of release + a
description
Roles and responsibilities at each stage
Requirement to only use software assets from
definitive media library
Expected frequency for each type of release
A set of tools and databases that are used to manage
knowledge and information. The SKMS includes the
Configuration Management System, as well as other tools
and database. The SKMS stores, manages, updates, and
presents all information that an IT Service Provider needs to
manage the full Lifecycle of IT Services.
SKMS will contain many different types of data, information
and knowledge.
SERVICE KNOWLEDGE
MANAGEMENT SYSTEM
An emergency meeting of the CAB, usually with a reduced number of members, to
consider urgent, high impact Changes. Its membership, which may change from
occasion to occasion, therefore needs to represent the knowledge and authority
required in these exceptional circumstances. In practice, members may make their
decisions without a physical meeting.
Emergancy Change Advision Board
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SERVICE ASSET
AND
CONFIGURATION
MANAGEMENT
PROCESS
Purpose
Support many of the ITIL processes by providing accurate
configuration information to assist decision making, e.g.
the authorisation of changes, the planning of releases,
and to help resolve incidents and problems faster
Minimise the number of quality and compliance issues
caused by incorrect or inaccurate configuration of
services and assets To define and control the components
of services and infrastructure and maintain accurate
configuration
information on the historical, planned and current state
of the services and infrastructure
Plan and manage service changes
Manage risks relating to new, changed or retired services
Successfully deploy service releases
Performance and use of new or changed services
Changes create expected business value
Provide good quality knowledge and information about
service and service assets
Objectives
Provides guidance for the development and
improvement for transitioning new and changed services
Release, planning, building, testing, evaluating and
deployment
Publication considers retirement and transfer of services
Transition of changes in service providers service
management
Scope
Scope
Asset management covers service assets across the
whole service lifecycle. It provides a complete
inventory of assets and who is responsible for their
control.
Objectives
Identify, control, record, report, audit and verify service assets and configuration items.
Account for, manage and protect the integrity of service assets and configuration items through
the service lifecycle by ensuring that only authorised components are used and only authorised
changes are made.
Ensure the integrity of the assets and configurations required to control the services and IT
infrastructure by
establishing and maintaining an accurate and complete configuration management system.
CMS -
CONFIGURATION
MANAGEMENT
SYSTEM
A set of tools, data and information
used to support SACM
Part of SKMS
Includes tools for:
-Collecting
-Storing
-Managing
-Updating
-Analyzing
-Presenting
Configuration
model
A model of services, assets and infrastructures
Captures detail of each CL and their relationships
Continued
Configuration
Baseline
A baseline is the reviews and
agreed normal state of a
product, service or infrastructure
Once agreed, change must be
authorized
Can be used to:
-Mark a development milestone
-Build a service to an agreed state
-Change or rebuild a service
- Collect a relevant components
before build
-Develop a back-out plan
Continued
DML
One or more locations in which
definitive and authorized
versions of all software
configuration items are securely
store
The DMmay also contain
associated CLs such as licenses
and documentations
Snapshot
A snapshot is a picture of a CLs or
services current state at a specific
point in time
They showwhat needs to be done
to restore the baseline
They can be stored as historical
records
Can be used to:
-Allow ProblemManagement to
investigate a service issue
-Allow a systemto be restored
-Highlight security issues, such as
unlicensed or unapproved software
Definitive spares
An area set aside for
the secure storage of
definitive hardware
spares
Maintaining policies, standards and models
Guiding each major change or new service
through all Service Transition Processes
Coordinating efforts needed to enable multiple
transitions to be managed at the same time
Prioritizing conflicting requirements for
Service Transition resources
REMEDIATION PLANNING
Remediation planning may require a re-visiting of
the change itself in the event of a failure, or may
be so severe that it requires invoking the
organizations business continuity plan
RFC a Request for change A formal
proposal for a change to be made, it
includes details of change
Change record a record
containing details of a change,
and it should also reference
the configuration item
affected by change
Service Portfolio
Configuration management system(CMS)
Service level agreements (SLA), contracts and operation level
agreements(OLA).
Definitive media
library(DML)
Information
Security Policy.
Budgets
Cost Models
Business plans
Service
improvement
plans
Supplier and contract management information system(SCMIS), including suppliers and partners requirements, abilities and expectations
Programme and project management
Programme and project management must work in
partnership to align all the processes and people involved in
service change initiatives.
Asset and configuration management
As changes are implemented, the configuration management
information is updated. The Configuration Management
System(CMS) may also be used to carry out risk and impact
assessment for changes that are being assessed.
The CMS may also related changes to particular
configuration items.
Problemmanagement
Problemmanagement is another key process that interacts with change management as
changes are often required to implement workarounds and to fix known errors. Problem
management is a major source of requests for change and also often a contributor to CAB
discussion.
IT service continuity
IT service continuity has many procedures and plans should be updated via
change management to ensure that they
are accurate, up to date and that stakeholders are aware of changes
Security management
Security management interfaces with change management since changes
required by security will go via change
management process and security will be a key contributor to CAB
discussion on many services.
All change will be assessed for its potential impact on the security plan.
Other processes
Most ITIL service
management process have
an interaction with change
management either as an
initiator of change
via a request for change or
as a member of the CAB.
DATA-TO-INFORMATION-TO-KNOWLEDGE-
TO-WISDOM STRUCTURE