Service Transition. ITIL is a registered trade mark of AXELOS Limited.. The Swirl logo is a trade mark of AXELOS Limited.. 1

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1 Service Transition ITIL is a registered trade mark of AXELOS Limited.. The Swirl logo is a trade mark of AXELOS Limited.. 1

2 Lesson Objectives Service Transition - Introduction - Purpose and Objectives - Value to business Purpose, Objectives, Basic Concepts and Scope of: - Change Management - Service Asset & Configuration Management - Knowledge Management - Release and Deployment Management - Transition Planning and Support 2013 Copyright of MyITstudy.com unless and otherwise stated 2

3 Scope & Value to Business of Service Transition Scope The scope includes the transition of changes in the service provider s service management capabilities that will impact on the ways of working, the organization, people, projects and third parties involved in service management. Value to business Adopting and implementing standard and consistent approaches for service transition will: Enable projects to estimate the cost, timing, resource requirement and risks associated with the service transition stage more accurately. Result in higher volumes of successful change. Enable service transition assets to be shared and re-used across projects and services. Improve control of service assets and configurations Copyright of MyITstudy.com unless and otherwise stated 3

4 Purpose & Objectives of Service Transition Service Transition moves services and service changes into operational use. This is achieved by receiving a new Service Design Package (SDP) from the Service Design stage, testing it to ensure it meets the needs of the business and deploying it within the production environment. Purpose of Service Transition The purpose of the service transition stage of the service lifecycle is 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 Copyright of MyITstudy.com unless and otherwise stated 4

5 Purpose & Objectives of Change Management Process 1: Change Management Purpose of Change Management The purpose of the change management process is 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. Ensure that changes are recorded and evaluated, and that authorized changes are prioritized, planned, tested, implemented, documented and reviewed in a controlled manner. Ensure that all changes to configuration items are recorded in the configuration management system Copyright of MyITstudy.com unless and otherwise stated 5

6 Scope & Basic Concepts of Change Management Scope All changes must be recorded and managed in a controlled way. The scope of change management covers changes to all configuration items across the whole service lifecycle, whether these CIs are physical assets or any other types of asset. Basic Concepts: Change The addition, modification or removal of anything that could have an effect on IT services. The scope should include changes to all architectures, processes, tools, metrics and documentation, as well as changes to IT services and other configuration items. Change Proposals Change proposals are submitted to the change management before chartering new or changed services in order to ensure that potential conflicts for resources or other issues are identified Copyright of MyITstudy.com unless and otherwise stated 6

7 Interfaces within Service Management All service management processes may require change management, for example to implement process improvements. Many service management processes will also be involved in the impact assessment and implementation of service changes as discussed below. Service asset and configuration management Problem management IT service continuity management Information security management Service portfolio management 2013 Copyright of MyITstudy.com unless and otherwise stated 7

8 Change Request Types of Change Request A change request is a formal communication seeking an alteration to one or more configuration items. This could take several forms, for example., a request for change document, service desk call or project initiation document. There are three different types of service change: Standard change Emergency change Normal change 2013 Copyright of MyITstudy.com unless and otherwise stated 8

9 Change Models, Remediation Planning, Cab & ECAB Change models Organizations will find it helpful to predefine change models and apply them to appropriate changes when they occur. A change model is a way of predefining the steps that should be taken to handle a particular type of change in an agreed way. Remediation planning No change should be authorized without having explicitly addressed the question of what to do if it is not successful. Ideally, there will be a back-out plan, which will restore the organization to its initial state, often through a reloading of a base lined set of CIs, especially software and data. Change Advisory Board / Emergency Change Advisory Board A change advisory board (CAB) is a body that exists to support the authorization of changes and to assist change management in the assessment, prioritization and scheduling of changes. A CAB is often the change authority for one or more change categories, but in some organizations the CAB just plays an advisory role Copyright of MyITstudy.com unless and otherwise stated 9

10 Change Advisory Board The change manager will normally chair the CAB, and potential members include: Customer(s) User manager(s) User group representative(s) Business relationship managers Service owners Facilities/office services staff Contractors or third parties representatives When the need for emergency change arises, i.e. there may not be time to convene the full CAB, it is necessary to identify a smaller organization with authority to make emergency decisions. This body is an emergency change advisory board (ECAB) Copyright of MyITstudy.com unless and otherwise stated 10

11 Change Management Activities Process activities, methods and techniques Overall change management activities include: Planning and controlling changes Change and release scheduling Communications Change decision-making and change authorization Ensuring that remediation plans are in place Measurement and control Management reporting Understanding the impact of change Continual improvement Copyright of MyITstudy.com unless and otherwise stated 11

12 Change Management Activities (Continued) Based on AXELOS ITIL material. Reproduced under licence from AXELOS (Figure 4.2 Change management activities, Service Transition: page 70 ITIL 2011 Edition) 2013 Copyright of MyITstudy.com unless and otherwise stated 12

13 Purpose & Objectives of SACM Process 2: Service Asset and Configuration Management (SACM): Purpose of Service Asset & Configuration Management The purpose of the SACM process is 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. Objectives of Service Asset & 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. Ensure the integrity of CIs and configurations required to control the services by establishing and maintaining an accurate and complete configuration management system (CMS) Copyright of MyITstudy.com unless and otherwise stated 13

14 Scope of SACM Scope Service assets that need to be managed in order to deliver services are known as configuration items (CIs). The scope of SACM includes management of the complete lifecycle of every CI. The scope includes interfaces to internal and external service providers where there are assets and configuration items that need to be controlled, for example., shared assets Copyright of MyITstudy.com unless and otherwise stated 14

15 Configuration Item Basic Concepts: Configuration Item (CI) A configuration item (CI) is a service asset that needs to be managed in order to deliver an IT service. Configuration items may vary widely in complexity, size and type, ranging from an entire service or system including all hardware, software, documentation and support staff to a single software module or a minor hardware component Copyright of MyITstudy.com unless and otherwise stated 15

16 CI Categories There will be a variety of CIs; the following categories may help to identify them. Service lifecycle CIs Service CIs Organization CIs Internal CIs External CIs Interface CIs 2013 Copyright of MyITstudy.com unless and otherwise stated 16

17 CMS & DML Configuration Management System (CMS) To manage large and complex IT services and infrastructures, service asset and configuration management requires the use of a supporting system known as the configuration management system (CMS). Definitive Media Library (DML) The definitive media library (DML) is the secure library in which the definitive authorized versions of all media CIs are stored and protected. It stores master copies of versions that have passed quality assurance checks Copyright of MyITstudy.com unless and otherwise stated 17

18 CMDB & Configuration Baseline Configuration Management Database (CMDB) The Configuration Management Database stores configuration records containing attributes of CIs and their relationships. A CMS may include one or more CMDBs. Configuration Baseline A configuration baseline is the configuration of a service, product or infrastructure that has been formally reviewed and agreed upon, which thereafter serves as the basis for further activities and can be changed only through formal change procedures Copyright of MyITstudy.com unless and otherwise stated 18

19 Purpose & Objectives of Knowledge Management Process 3: Knowledge Management: Purpose of Knowledge Management The purpose of the knowledge management process is to share perspectives, ideas, experience and information; to ensure that these are available in the right place at the right time to enable informed decisions; and to improve efficiency by reducing the need to rediscover knowledge. Objectives of Knowledge Management Improve the quality of management decision-making by ensuring that reliable and secure knowledge, information and data is available throughout the service lifecycle. Maintain a service knowledge management system (SKMS) that provides controlled access to knowledge, information and data that is appropriate for each audience. Gather, analyse, store, share, use and maintain knowledge, information and data throughout the service provider organization Copyright of MyITstudy.com unless and otherwise stated 19

20 Scope & Basic Concepts of Knowledge Management Scope Knowledge management is a whole lifecycle-wide process in that it is relevant to all lifecycle stages. Knowledge management includes oversight of the management of knowledge, the information and data from which that knowledge derives. Basic Concepts The Data-to-Information-to-Knowledge-to-Wisdom structure Knowledge management is typically displayed within the Data-to-Information-to- Knowledge-to-Wisdom (DIKW) structure Copyright of MyITstudy.com unless and otherwise stated 20

21 D-I-K-W Based on AXELOS ITIL material. Reproduced under licence from AXELOS (Figure 4.35 Flow from Data to Wisdom, Service Transition: page184 ITIL 2011 Edition) 2013 Copyright of MyITstudy.com unless and otherwise stated 21

22 SKMS Service Knowledge Management System (SKMS) Specifically within IT service management, Knowledge Management will be focused within the service knowledge management system (SKMS), which is concerned, as its name implies, with knowledge. One very important part of the SKMS is the configuration management system (CMS). The SKMS will contain many different types of data, information and knowledge Copyright of MyITstudy.com unless and otherwise stated 22

23 SKMS (Continued) Based on AXELOS ITIL material. Reproduced under licence from AXELOS (Figure 4.36 Relationship between the CMDB, CMS and the SKMS, Service Transition: page 185 ITIL 2011 Edition) 2013 Copyright of MyITstudy.com unless and otherwise stated 23

24 Purpose & Objectives of Release & Deployment Management Process 4: Release and Deployment Management: Purpose of Release and Deployment Management The purpose of the release and deployment management process is to plan, schedule and control the build, test and deployment of releases, and to deliver new functionality required by the business while protecting the integrity of existing services. Objective Release and Deployment Management Define and agree release and deployment management plans with customers and stakeholders. Create and test release packages that consist of related configuration items that are compatible with each other. Ensure that all release packages are stored in a DML and recorded accurately in the CMS. Ensure that all release packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriate Copyright of MyITstudy.com unless and otherwise stated 24

25 Scope of Release & Deployment Management Scope The scope of release and deployment management includes the processes, systems and functions to package, build, test and deploy a release into live use, establish the service specified in the service design package, and formally hand the service over to the service operation functions. Process activities, Methods and Techniques There are four phases to release and deployment management: Release and deployment planning Release build and test Deployment Review and close Figure 4.23 shows multiple points where an authorized change triggers release and deployment management activity 2013 Copyright of MyITstudy.com unless and otherwise stated 25

26 Release & Deployment Management (Continued) Based on AXELOS ITIL material. Reproduced under licence from AXELOS (Figure 4.23 Phases of Release & Deployment Management, Service Design: page 123 ITIL 2011 Edition) 2013 Copyright of MyITstudy.com unless and otherwise stated 26

27 Release Unit & Release Policy Basic Concepts: Release Unit A Release Unit comprises the components of an IT service that are normally released together. It typically includes sufficient components to perform a useful function. A different Release Unit may be the complete Payroll Application, including IT Operations procedures and user training. Release Policy The release policy should be defined for one or more services and include: The unique identification, numbering and naming conventions for different types of release together with a description. The roles and responsibilities at each stage in the release and deployment management process. Criteria and authorization to exit early life support and handover to the service operation functions Copyright of MyITstudy.com unless and otherwise stated 27

28 Release Package Release Identification All releases must be uniquely identified. The identification scheme needs to be described in the release policy, referencing the affected Configuration Items, and including a version number. Release Package This describes one or more Release Units required to implement the new or changed service. Release Deployment Deployments can either be Big Bang, i.e. all at once, or Phased, i.e. deployed to users in stages and at different times. A release can be Pushed, whereby the service component is deployed from the centre and pushed out to the target; or Pulled whereby users are free to initiate the deployment when required. Mechanisms to release and deploy can be Manual or Automated Copyright of MyITstudy.com unless and otherwise stated 28

29 Purpose & Objectives of Transition Planning & Support Process 5: Transition Planning and Support: Purpose of Transition Planning and Support The purpose of the transition planning and support process is 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 Copyright of MyITstudy.com unless and otherwise stated 29

30 Scope of Transition Planning & Support Scope Maintaining policies, standards and models for service transition activities and processes Guiding each major change or new service through all the service transition processes Prioritizing conflicting requirements for service transition resources 2013 Copyright of MyITstudy.com unless and otherwise stated 30

31 Overview In this chapter we have learnt: Service Transition - Introduction - Purpose and Objectives - Value to business Purpose, Objectives, Basic Concepts and Scope of: - Change Management - Service Asset & Configuration Management - Knowledge Management - Release and Deployment Management - Transition Planning and Support 2013 Copyright of MyITstudy.com unless and otherwise stated 31