ITIL Service Transition Flashcards
Business value of Service Transition
New or changed service are: 1/ better aligned with the customer’s bussines operation 2/ used effectively
Service Transition processes:
1/ Transition Planning and Support 2/ Change Management 3/ Service Asset and Configuration Management (SACM) 4/ Release and Deployment Management 5/ Service Validation and Testing Management 6/ Change Evaluation 7/ Knowledge Management
Transition Planning and Support
(Service Transition) The Process responsible for planning all Service Transition Processes and coordinating the resources that they require.
release
One or more changes to an IT service that are built, tested and deployed together
What’s the primary objective of Change Management?
To enable beneficial Changes to be made, with minimum disruption to IT Services.
change
the addition, modification or removal of anything that could have an effect on IT services.
RFC
a formal proposal for a change to be made; is only used to submit requests; is not used to communicate the decision ChM or details of the change
change record
record containing the details of change (including information from the RFC) and documenting the lifecycle of a single change
types of changes
1/ normal 2/ standard (pre-authorized) 3/ emergency change
What doe’s change model include?
1/ the steps to handle the change (in chronological order) 2/ responsibilities 3/ timescales and thresholds 4/ escalation procedures
What is a 7Rs of change
method how to asses and evaluate the change
7Rs of change
1/ raised 2/ reason 3/ return 4/ risks 5/ resources 6/ responsible 7/ relationship
PSO
(Projected Service Outage) – a document that identifies the effect of planned changes, maintenance activities and test plans on agreed service levels
Service Asset and Configuration Management (SACM)
The process managing the service assets in order to support the other service management processes. Purpose is to provide a logical model of the IT infrastructure
Goals of SACM
1/ to define components (of services and infrastructures)
2/ to maintain accurate configuration records
3/ to provide a logical model
CI
any component that needs to be managed in order to deliver an IT service
Layers of CMS
1/ presentation 2/ knowledge processing 3/ information integration 4/ data
Release and Deployment Management
The process responsible for planning, scheduling and controlling the movement of releases to test and live environments
Goals of Release and Deployment Management
1/ protecting integrity of the Live Environment
2/ releasing correct components
release
one or more changes to an IT service
release unit
components of an IT service that are normally released together
release package
a single unit or structured set of release units
types of releases
major / minor / emergency
Sevice V model
a tool for mapping out the different configuration levels at which building and testing must take place
