Service Transition Flashcards
Purpose of Service Transition
• 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
Objectives of Service Transition
- 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 services and service assets
Scope of Service Transition
- Covers transition of new and changed services into supported environments, including release, planning, building, testing, evaluation and deployment
- Retirement and transfer of services between service providers
Purpose of Transition Planning and Support
• To provide overall planning for service transitions and to coordinate the resources that they require
Objectives of Transition Planning and Support
- Plan and coordinate the resources to ensure that the requirements of service strategy encoded in service design are effectively realized in service operation
- Coordinate activities across projects, suppliers, and service teams where required
- Establish new or modified management information systems and tools, technology and management architectures, service management processes, and measurement methods and metrics to meet requirements established during the service design stage of the lifecycle
- Ensure that all parties adopt the common framework of standard processes and supporting systems
- Provide clear and comprehensive plans that enable customer and business change projects to align their activities with the service transition plans
- Identify, manage and control risks, to minimize the change of failure and disruption across transition activities
- Monitor and improve the performance of the service transition lifecycle stage
Scope of Transition Planning and Support
- Maintaining policies, standers, and models for service transition activities and processes
- Guiding each major change or new service through all the service transition processes
- Coordinating the efforts needed to enable multiple transitions to be managed at the same time
- Prioritizing conflicting requirements for service transition resources
- Planning the budget and resources needed to fulfil future requirements for service transition
- Reviewing and improving the performance of transition planning and support activities
- Ensuring that service transition is coordinated with program and project management, service design and service development activates
Purpose of Service Asset and Configuration Management
• To ensure that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed, including how assets have been configured and the relationships between them.
Objectives of Service Asset and Configuration Management
- Ensure that assets under the control of the IT organization are identified, controlled and properly cared for throughout their lifecycle
- Identify, control, record, report, audit and verify services and other configuration items (CIs) including versions, baselines, constituent components, their attributes and relationships
- Account for manage and protect the integrity of Cis through the service lifecycle by working with change management to ensure that only authorized components are used and only authorized changes are made
- Ensure the integrity of Cis and configurations required to control the services by establishing and maintaining an accurate and complete configuration management system (CMS)
- Maintain accurate configuration information on the historical, planned and current state of services and other CIs
- Support efficient and effective service management processes by providing accurate configuration information to enable people to make decisions at the right time
Scope of SACM
• Management of the complete lifecycle of every CI
Purpose of Change Management
• To control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services
Objectives of Change Management
- Respond to the customer’s changing business requirements while maximizing value and reducing incidents, disruption and re-work
- Respond to the business and IT requests for change that will align the services with the business needs
- Ensure that changes are recorded and evaluated, and that authorized changes are prioritized, planned, tested, implemented, documented and reviewed in controlled manner
- Ensure that all changes to configuration items are recorded in the configuration management system
- Optimize overall business risk – it is often correct to minimize business risk, but sometimes it is appropriate to knowingly accept a risk because of the potential benefit
Scope of Change Management
• All changes to any of the five aspects of service design
Change Proposals
Created by Service Portfolio Management and pass to Change Management
ECAB
Assists the change manager in evaluating emergency changes and to decide whether the change should be approved.
Purpose of Release and Deployment Management
- The process responsible for delivering new functionality required while protecting the integrity of existing services
- Planning, scheduling, and controlling the movement of releases to test and live
