Unit 3 chap 1 itsm
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The document discusses the fundamentals of Service Transition in ITSM. It describes the purpose, goals and objectives of Service Transition as planning and managing resources to package, build, test and deploy new or changed services. The scope includes managing the lifecycle processes to deploy releases into production. Effective Service Transition improves a provider's ability to handle changes and releases, ensuring customers can use new services to maximize business value. Key interfaces are with Service Design and Service Operations stages.
Unit 3 chap 1 itsm
- 1. Chapter 2 Service Transition fundamentals ITSM MUSTUFA SIR UNIT 3
- 2. 2.4 Service Transition fundamentals 2.4.1 Purpose, goals, and objectives The purpose of Service Transition is to: • • Plan and manage the capacity and resources required to package, build, test and deploy a release into production and establish the service specified in the customer and stakeholder requirements • • Provide a consistent and rigorous framework for evaluating the service capability and risk profile before a new or changed service is released or deployed • • Establish and maintain the integrity of all identified service assets. • • Provide good-quality knowledge and information so that change, Release and Deployment Management can expedite effective decisions about promoting a release. ITSM MUSTUFA SIR UNIT 3
- 3. The goals of Service Transition are to: • • Set customer expectations on how the performance and use of the new or changed service can be used to enable business change • • Enable the business change project or customer to integrate a release into their business processes and services ITSM MUSTUFA SIR UNIT 3
- 4. The objectives are to: • • Plan and manage the resources to establish successfully a new or changed service into production within the predicted cost, quality and time estimates • • Ensure there is minimal unpredicted impact on the production services, operations and support organization • • Increase the customer, user and Service Management staff satisfaction with the Service Transition practices ITSM MUSTUFA SIR UNIT 3
- 5. 2.4.2 Scope • The scope of Service Transition includes the management and coordination of the processes, systems and functions to package, build, test and deploy a release into production and establish the service specified in the customer and stakeholder requirements. ITSM MUSTUFA SIR UNIT 3
- 6. 2.4.3 Value to business Effective Service Transition can significantly improve a service provider’s ability to handle high volumes of change and releases across its customer base. It enables the service provider to: • • Align the new or changed service with the customer’s business requirements and business operations • • Ensure that customers and users can use the new or changed service in a way that maximizes value to the business operations. ITSM MUSTUFA SIR UNIT 3
- 7. 2.4.4 Optimizing Service Transition performance • Service Transition, in order to be effective and efficient, must focus on delivering what the business requires as a priority and doing so within financial and other resource constraints. ITSM MUSTUFA SIR UNIT 3
- 8. 2.4.4.1 Measurements for alignment with the business and IT plans The Service Transition lifecycle stage and release plans need to be aligned with the business, Service Management and IT strategies and plans. Typical measures that can be used in measuring this alignment are: • • Increased percentage of Service Transition plans that are aligned with the business, IT, Service Management strategies and plans • • Percentage of customer and stakeholder organizations or units that have a clear understanding of the Service Transition practice and its capabilities • • Index of quality of the plans including adherence to structured approach, compliance with the plan templates and completeness of the plans ITSM MUSTUFA SIR UNIT 3
- 9. 2.4.4.2 Measurements for Service Transition • 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. – • Resources utilization against capacity – • Capabilities – • Warranties – • Service levels – • Cost against approved budget – • Time – • Quality of service ITSM MUSTUFA SIR UNIT 3
- 10. 2.4.5 Interfaces to other service lifecycle stages • Service Transition ‘sits between’ Service Design and Service Operations in the service lifecycle and the major day-to-day interfaces are with those stages. • However, there is interface with all of the other service lifecycle stages, delineated by inputs and outputs that flow between them. ITSM MUSTUFA SIR UNIT 3
- 11. 2.4.5.1 Inputs to Service Transition • Inputs from Service Strategy influence the overall approach, structures and constraints that apply to Service Transitions and include: – • Service Portfolio – • Customer portfolio – • Contract portfolio – • Service Lifecycle model – • Policies – • Strategies – • Constraints ITSM MUSTUFA SIR UNIT 3
- 12. 2.4.5.2 Outputs from Service Transition • The clearest set of outputs from Service Transition are to Service Operations and the customer and user community to whom services are delivered following successful Service Transition. These outputs include: – • Approved service release package and associated deployment packages – • Updated Service package or service bundle that defines the end-to-end service(s) offered to customers – • Updated Service Portfolio and service catalogue – • Updated contract portfolio ITSM MUSTUFA SIR UNIT 3
- 13. 2.4.6 Processes within Service Transition • There are two types of significant Service Management process that are described in this publication as indicated below. ITSM MUSTUFA SIR UNIT 3
- 14. 2.4.6.1 Processes that support the service lifecycle • The first group are whole service lifecycle processes that are critical during the transition stage but influence and support all lifecycle stages. These comprise: – • Change Management – • Service Asset and Configuration Management – • Knowledge Management. ITSM MUSTUFA SIR UNIT 3
- 15. 2.4.6.2 Processes within Service Transition • The following processes are strongly focused within the Service Transition stage: – • Transition Planning and Support – • Release and Deployment Management – • Service Testing and Validation – • Evaluation. ITSM MUSTUFA SIR UNIT 3
- 16. Reference ITSM MUSTUFA SIR UNIT 3