[2020] week11 intro to st processes - ver01

M A N A J E M E N L A Y A N A N
T E K N O L O G I I N F O R M A S I
I S 1 8 4 5 1 7
I N T R O T O
S E R V I C E T R A N S I T I O N P R O C E S S E S
Anisah Herdiyanti, M.Sc, ITILF
anisah@is.its.ac.id
Management of Information Systems Laboratory
Department of Information Systems

T E L K O M
T R A N S F O R M A T I O N :
O R G A N I Z A T I O N A L
C H A N G E M A N A G E M E N T
The purpose of the organizational change management practice is to
ensure that changes in an organization are smoothly and successfully
implemented, and that lasting benefits are achieved by managing the
human aspects of the changes
Source:
https://indihome.co.id/paket

A G E N D A
• Wrap Up: Service Design Processes
• What are Service Transition Principles
• What are Service Transition Processes

W R A P U P
S E R V I C E S T R A T E G Y P R O C E S S E S

Source:
Passing Your ITIL Foundation Exam, TSO, 2012 O V E R V I E W O F S E R V I C E D E S I G N

W H AT A R E S E R V I C E
T R A N S I T I O N P R I N C I P L E S
A N I N T R O D U C T I O N

W H Y − T H E I M P O R TA N C E
• Supporting the change process of the business
• Ensuring the minimum impact for the services which
are already in production
• Reducing variations in the performance and known
errors of the new/changed service

W H Y − T H E VA L U E F O R B U S I N E S S
• Better compliance of business and governing rules
• Less deviation between planned budgets and the actual costs
• Well managed changes and releases
• Better insight into the possible risks during service delivery

W H AT
• Plan and manage the capacity and resources required to
package, build, test and deploy a release into production
• Ensure that services can be managed, operated and supported
as specified during Service Design.
• Establish communications and documentation of information
during deployments

S C O P E
Source:
ITIL Service Transition, ITIL V3 – 2011 (p. 5)

W H AT I S S E R V I C E
T R A N S I T I O N P R O C E S S E S
A N I N T R O D U C T I O N

K E Y
C O N C E P T
O N S E R V I C E
T R A N S I T I O N
Change Evaluation
Source:
Passing Your ITIL Foundation Exam, TSO, 2012
(p. 121)
Transition Planning and Support

T R A N S I T I O N
P L A N N I N G A N D
S U P P O R T

W H Y − T H E P U R P O S E
• Plan and coordinate resources to ensure the specifications of
the Service Design are realized within estimated cost, quality,
and time.
• Ensure that all stakeholders adopt the common framework to
establish the specifications based on Transition Strategy
• Provide clear and comprehensive of Service Transition Plans

Provide clear transition
plan
Communicate with
stakeholders

[2020] week11 intro to st processes - ver01

C H A N G E
M A N A G E M E N T

• Ensure standardized methods and procedures are used for
efficient and prompt handling of all changes , in order to
minimize impact toward business operation
• Record all changes in a controlled manner
• Communicate schedule of changes to all stakeholders

Not every change is an improvement,
But every improvement is a change

Anticipate customer’s
changing business
Store and communicate all
changes

S E R V I C E A S S E T A N D
C O N F I G U R AT I O N
M A N A G E M E N T

• Maintain accurate service assets and configurations to support
IT services
• Provide logical model of all services, assets, and physical
infrastructures

Ensure the integrity of
service assets and
configurations
Improve visibility and
performance of services

R E L E A S E A N D
D E P L OY M E N T
M A N A G E M E N T

• Undertakes the planning, design, building, testing, and
supplying the services specified in the Service Design
• Deploy releases into operation and establish effective use of the
service in order to deliver value to the customer.

Build, test, supply services
specified in Service Design
Fulfill the requirements and
objectives of business

H O W
• Plan and prepare release
• Build and test
• Service testing and pilots
• Plan and prepare for deployment
• Transfer, deploy, retire
• Review and close service transition

Source:
http://web.tuke.sk/fei-cit/sarnovsky/RIP/Procesy/Release%20and%20deployment%20management.pdf

S E R V I C E V A L I D AT I O N
A N D T E S T I N G

• Provide confidence that a release will create service offerings
that deliver value to business within the projected costs,
capacity and constraints
• Validate that a service is “fit for purpose”
• Assure that a service is “fit for use”

Provide a service that adds
value to business
Ensure service efficiency and
effectiveness

http://www.ca.com/~/media/Files/TechnologyBriefs/itil-service-validation-testing-tb-v2_234995.pdf

http://www.information-management-architect.com/support-files/test-plan.pdf

C H A N G E E V A L U AT I O N

• Evaluate intended and unintended effects of a service change
given capacity, resource and organizational constraints.
• Provide good quality outputs from the evaluation process to
help deciding whether a service change is to be approved or not.

Concern with value from
future service
development and
change management
Evaluate performance of a
service change

K N O W L E D G E
M A N A G E M E N T

• Support the service provider in order to improve the efficiency
and quality of the services
• Ensure that the service provider's staff have adequate
information available

Gather, analyze, store, and
share knowledge and
information
Provide a clear and share
understanding of the value
of services

F U R T H E R R E A D I N G S
• [BOOK] ITIL V3 – 2011 Service Transition
Axelos – ITIL V3, 2011
• WEEK04 CA-READINGS
• WEEK05 CA-READINGS
• WEEK05 READINGS

W H A T ’ S N E X T ?
I N T R O T O S E R V I C E
O P E R A T I O N

[2020] week11 intro to st processes - ver01

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[2020] week11 intro to st processes - ver01