ITIL Service Transition - Invensis Learning

ITIL® Service Transition
Course Name : ITIL Service Transition

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Version : NVL_ITILST_CW_01_004_1.2
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Course ID :ITSM - 112
2
About Invensis Learning
Invensis Learning is a pioneer in providing globally-recognized certification training courses for

individuals and enterprises worldwide. Our training methodology coupled with high-quality courseware
has enabled organizations to achieve high-impact learning with increased knowledge, competence, and
performance. We offer courses in various categories such as IT Service Management, Project
Management, IT Security and Governance, Quality Management, Agile Project Management, DevOps,
and Cloud Courses. Invensis Learning certification training programs adhere to global standards such as
PMI, TUV SUD, AXELOS, ISACA, DevOps Institute, and PEOPLECERT.
Introduction - Service Transition
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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
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.
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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.
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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
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
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
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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
Service Transition Principles
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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.

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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.
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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.
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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
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.
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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
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Inputs and Outputs

Service transition inputs and outputs by lifecycle stage
Lifecycle stage Service transition inputs (from the lifecycle Service transition outputs (to the lifecycle stage in
stage in the first column) the first column)
Service strategy • Vision and mission Service portfolio Policies • Transitioned services
• Strategies and strategic plan • Information and feedback for business cases and service
• Priorities portfolio
• Change proposals, including utility and warranty • Respond to change proposals
requirements and expected timescales • Service portfolio updates
• financial information and budgets • Change schedule
• Input to change evaluation and change advisory • Feedback on strategies and policies
board • Financial information for input and budgets
• (CAB) meeting • Financial reports
• Knowledge and information in the SKMS
Service design • Service catalogue • Service catalogue updates
• Service design packages, including • Feedback on all aspects of service design and service design
• Details of utility and warranty packages
• Acceptance criteria • Input and feedback on transition plans
• Service models • Response to RFCs
• Design and interface specifications • Knowledge and information in the SKMS (including the CMS)
• Transition plans • Design errors identified in transition for redesign
• Operation plans and procedures • Evaluation reports
• 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
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Inputs and Outputs

Service transition inputs and outputs by lifecycle stage
Lifecycle stage Service transition inputs (from the lifecycle Service transition outputs (to the lifecycle stage in
stage in the first column) the first column)
Service operation • RFCs to resolve operational issues Feedback on • New or services
quality of transition activities Input to operational • Known errors
testing
• Standard changes for use in request fulfilment
• Actual performance information
• Knowledge and information in the SKMS (including the
• Input to change evaluation of CAB meetings CMS)
• Change schedule
Continual service • Results of customer and user satisfaction surveys • Test reports
improvement • Input to testing requirements • Change evaluation reports
• Data required for metrics, key performance • Knowledge and information in the SKMS
indicators • Achievements against metrics, KPIs and CSFs
• (KPIs) and critical success factors (CSFs) • Improvement opportunities logged in the continual
• Input to change evaluation and CAB meetings • service improvement register
• Service reports
• RFCs for implementing improvements
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To know more about our ITIL Service Transition

Certification Training, please visit
www.invensislearning.com
21
CONTACT INVENSIS LEARNING
Email Us:
support@invensislearning.com
USA +1-910-726-3695 | IND +91-96-2020-0784
UK +44 2033-223-280 | Germany +49 2119-5987-989
Switzerland +41-22-518-2042 | Hong Kong +852-5803-9039
www.invensislearning.com
© Copyright 2018 Invensis Learning. Invensis® is a registered trademark of Invensis Technologies Pvt Ltd.
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.

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ITIL® Service Transition

Course Name : ITIL Service Transition

About Invensis Learning

Invensis Learning is a pioneer in providing globally-recognized certification training courses for

Service Transition - Introduction

Service Transition - Introduction

 Manage risks relating to new, changed or retired services

 Successfully deploy service releases into supported environments

 Ensure that service changes create the expected business value

Service Transition - Introduction

 release planning, building, testing, evaluation, and deployment.

 Service retirement and

 transfer of services between service providers

Service Transition - Introduction

Service Transition - Introduction

Value to the business

 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

 Improve expectation setting for all stakeholders involved

 Ensure that new or changed services will be maintainable and cost-effective

 Improve control of service assets and configurations

Service Transition - Introduction

Service Transition Processes

• Service asset and configuration management

• Release and deployment management

• Service testing and validation

Service Transition - Introduction

Service Transition - Principles

Principles and Policies

 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.

Service Transition - Principles

Service Transition - Principles

Service Transition - Principles

Policies, Principles and Best Practices for:

 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

Service Transition - Principles

Service Transition Performance Metrics

Service Transition - Principles

Service Transition Performance Metrics