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ITIL V3 d S i T i i

Welcome

ITIL V3 and Service Transition

© ITSM Academy, ITIL V3 and Service Transition 0809

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Welcome!© ITSM Academy 2

Agenda

Service Transition PurposeScope

Where to BeginRole of Service Transition processes

© Crown copyright 2007. Reproduced under license from OGC.

© ITSM Academy 3

Customer Satisfaction

The difference betweenWhat customers expectWhat customers perceive they h i dhave received

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Service Transition Purpose

Set customer expectations on how new or changed services enable business changePlan and manage the resources needed to successfully establish new and changed services into productionand changed services into production

Within predicted cost, quality and time estimatesestimates

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Service Transition Scope

RFC5RFC4RFC3RFC2RFC1 RFC6

Continual Service Improvement

Change Management (4.2)

S i A t d C fi ti M t (4 3)

BLBLBLBLBL BL BL

Service Asset and Configuration Management (4.3)

Service Transition Planning and Support (4.1)

E3E2E1

Oversee management of organization and stakeholder change (5)

Evaluation (4.6)

Service Strategy

Service Design

Plan and prepare release

Build and test

Service testing and

pilots

Plan and prepare for deployment

Transfer, deploy, retire

Review and close service

transition

Service Operations

Early Life SupportRelease and Deployment Management (4.4)

E

Service Validation and Testing (4.5)

Knowledge Management (4.7)

F f Oth ITIL ITIL i thiPoint to Evaluate the Service DesignE

BL

RFC

Focus of activity related to service transition

Other ITIL core publication

ITIL process in this publication that supports the whole service lifecycle

g

Point to capture Baseline

Request for Change© Crown copyright 2007. Reproduced under license from OGC.

Where to Begin? - Policies

Define and implement a formal policyCl l t t bj ti Clearly state objectives Define consequences of non-complianceCommit to delivering changes in releasesg gObtain formal sign off

Adopt a common framework and standardsEstablish effective controls and disciplinesAlign plans with business needsM i i l i hi d i l Maintain relationships and proactively manage resources Anticipate and manage course corrections

Senior management endorsement of and visible support for policies contributes to their overall effectiveness.

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Service Transition Processes

Processes that support the service lifecycleChange ManagementService Asset and Configuration ManagementKnowledge Management

Processes within Service TransitionTransition Planning and SupportRelease and Deployment ManagementService Validation and TestingEvaluation

Organizational change and stakeholder management must also be considered.

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Change Management

Change Management ensures changes are recorded and handled in a controlled manner

Respond to changing business requirements

in a controlled manner

Optimize Risk

skN

e

STABILITY FLEXIBILITYRis ed

CONTROL

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Service Asset and Configuration Management

Service Asset and Configuration Management identifies and controls service assets and configuration items (CIs) throughout

Support business control objectives and

controls service assets and configuration items (CIs) throughout the service lifecycle

pp jrequirementsSupport efficient and effective service management pp gprocesses by

Maintaining and providing accurate informationEnabling decisions

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Knowledge Management

Knowledge Management (KM) ensures the right information is delivered to the right place or person at the right time to enable an

Ensure understanding of service value and benefits

delivered to the right place or person at the right time to enable an informed decision

Ensure understanding of service value and benefitsImprove decision making by ensuring reliable and secure data and information is available throughout secure data and information is available throughout the lifecycle

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Transition Planning and Support

Decide the most appropriate approach to Service Transition based on

Th i d f iThe size and nature of servicesThe number and frequency of releasesBusiness needsBusiness needs

Ensure integrated planning and coordination

Transition Planning and Support ensures Service Strategy requirements, g pp gy q ,encoded in Service Design, are realized in Service Operations.

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Release and Deployment Management

Release and Deployment Management builds, tests and delivers the capability to provide services that meet stakeholders’

Create clear and comprehensive Release and

the capability to provide services that meet stakeholders requirements and objectives

Create clear and comprehensive Release and Deployment Plans

Ensure releases can be deployed successfully and on scheduleEnsure minimal unpredicted impactS i f d i Satisfy customers, users and service management staff

Communication, preparation, documentation and training are hallmarks of Release and Deployment Management.

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Service Validation and Testing

Service Validation and Testing provides objective evidence that new or changed services support customer, business and

Confirm customer and stakeholder

new or changed services support customer, business and stakeholder requirements

requirements are defined

Provide confidence that released services will deliver expected outcomes and valuedeliver expected outcomes and value

Validate that a service is “fit for purpose”

Assure a service is “fit for use”

Remedy errors or variances early in the service lifecycle

Service Validation and Testing assures quality.

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Evaluation

Evaluation provides a standard way to evaluate the performance of service changes

Ensure expectations are realistic

of service changes

Independently evaluate actual performance against anticipated performanceEvaluate the intended and unintended effects of service changes P id ff ti d t i f ti t Ch Provide effective and accurate information to Change Management

Evaluation is concerned with value.

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Managing Organizational and Stakeholder Change

ChangeI Is never easyUsually takes longer than plannedCan bring risk

Changes and transitions must be led and managed

gIs inevitable and required

Stakeholders must be identified and their requirements understoodFailing to understand requirements results in resistance, dissatisfaction and increased costs

Managing organizational change and how it affects people leads to customer satisfaction.

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ITIL® Certification Scheme

ITIL E t

Advanced

Managing Across the Lif l

5 pointsExpert

Service Offerings and Agreement (SOA)

Lifecycle

3 points each 4 points eachCSI

Planning, Protection and Optimization (PPO)

Release, Control and Validation (RCV)

Service Offerings and Agreement (SOA)

SSSD

ST SO

Lifecycle Stream Capability Stream

Operational Support and Analysis (OSA)

a g, otect o a d Opt at o ( O)

V3 Foundation2 points © ITSM Academy 2008

Want to Learn More?

In the CatalogITIL F d i / B idITIL Foundation / BridgeITIL Capability / LifecycleITIL S i M B idITIL Service Manager BridgeITIL Managing Across the Lifecycle (MALC)

Certified Process Design Engineer (CPDE)®Certified Process Design Engineer (CPDE)®

ISO/IEC 20000 (ISO 20K) FoundationMOF 4 0 FoundationMOF 4.0 Foundation

Coming SoonComing SoonISO 20K Professional Level Modules

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ITIL® Bridging Schemeg g

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V2 Practitioners with at least 12 credits must take the V3 Managers Bridge and the Managing Across the Lifecycle courses in order to achieve ITIL Expert certification.

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