Service transition
- 2. Processes Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Knowledge Management Data Information Knowledge Wisdom Service Knowledge Management System
- 3. Scope New or changes services Service retirement Transfer of services between service providers Change of service management capabilities
- 4. Objectives Respond to customers changing business requirements Ensure changes are… Recorded Authorized Prioritized Planned Tested Implemented Documented & Reviewed in a controlled manner Ensure changes to CI’s are recorded in CMS Optimize risk to business…
- 5. Service Change – Scope The addition, modification, removal of an authorized, planned or supported service component and its associated document Covers all CI’s Changes to 5 Aspects of Service Design Change Management excludes… Operational level change like printer repair, routine maintenance Business operations, departmental policies etc
- 6. Change Proposal For major changes with significant organizational implications (business and financial) Are submitted to Ch Mgt to identify potential resource conflict, other issues etc. Authorization of Change proposal does NOT authorize implementation But allows service chartered to Service Design
- 7. Types 1. Emergency Change 3. Normal Change 2. Standard Change
- 8. Activities – Logging a Change Request. 1) Create an RFC 2) Record The RFC 3) Review the RFC 4) Asses and Evaluate the Change Assessing 7 R’s Evaluation Impact, urgency, risk, benefits, cost. 5) Plan updates 6) Authorize Appeal to higher authority on rejection
- 9. Activities 6) Coordinating Change Implementation 7) Review and Close Change -Meets Objectives, side effects, resource consumption, time and cost etc.
- 10. Roles Change Manager CAB / ECAB
- 11. Purpose “Ensure that the assets required to deliver IT services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed”
- 12. Objectives Provide Information Define and Control CI’s Protect and ensure integrity of CI’s
- 13. Configuration Manager Service Asset Manager Responsible for CMS Responsible for AMS Policy, Plan Policy, Plan Process, people Process, people Tools Tools Reporting Reporting
- 14. Objectives Release and Deployment plans Create and test release packages Record and track Release packages in DML Manage stakeholders Check delivery of utility and warranty Manage risks Skills and Knowledge transfer
- 15. Release A collection of h/w, s/w, documentation, processes or other components required to implement one or more approved changes to IT services Release Unit Components of an IT service that are normally released together Release Package One or more release units to upgrade IT Infrastructure
- 16. Approaches Big Bang v/s Phased Push v/s Pull Automation v/s Manual
- 17. Types Major Releases Large areas of functionality Minor Releases Small enhancements Emergency Releases Corrections to known errors
- 18. Roles Release Package and Build Manager Deployment Manager
- 19. Purpose To enable organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle Objective Enabling the service provider to be more efficient and improve quality of service, increase satisfaction and reduce the cost of service
- 20. Knowledge Management is displayed within the DIKW Structure.
- 22. Purpose To provide overall planning for service transitions and to coordinate the resources that they require
- 23. Objectives Plan & coordinate resources to ensure Requirements of Strategy encoded in design are effectively realized in transition Establish new or changed services into supported environments with predicted cost, quality & time estimates Provide clear and comprehensive transition plans
Editor's Notes
- #8: Normal – further categorized as Major, Minor, significant changes. Includes user access, operational also