ITIL: Service Transition

Management of IT Environment (6) Riadenie IT prostredia ITIL: Service Transition Martin Sarnovský Department of Cybernetics and AI, FEI TU Košice 1

Content Service Transition Goal, inputs and outputs, list of processes, Purpose, goals, scope, Context, interfaces, principles Services as business assets. Service Transition Processes Service transition planning, Change management, Configuration and service assets management, Release and deployment management, Validation and testing services, Evaluation, Knowledge management. 2

Service Transition Service transition = step in IT service life cycle: Goal: delivery of operating service for targeted businesses. Input: Service Design Package (documents), which was created during the design phase of service, Output: delivery of all parts and components of service in operational conditions for next phase: Service Operation. Included processes: Service transition planning, Change management, Configuration and service assets management, Release and deployment management, Validation and testing services Evaluation, Knowledge management, 3

Service Transition Purposes Phase of service transition should provide: Planning and management of capacity (necessary resources) and deployment of service (i.e. development, testing, release,...), Consistent framework for evaluation of service options and risks Integrity of all service assets defined by Service Transition, Quality knowledge and information for change, release and deployment management, Effective and reusable / generic installation mechanism, Service maintenance in accordance with demands specified in phase of Service Design. 4

Service Transition Scope Service Strategy RFC RFC RFC BL BL BL Service Design Continual Service Improvement Change Management Service Asset & Configuration Management Plan & prepare release Service Transition Planning & Support Oversee management of organization & stakeholder change Build & test RFC BL Evaluation of a Change or Service Service testing & pilots RFC BL Plan & prepare for deployment BL Eval Eval Eval Transfer, deploy, retire RFC BL Review & close service transition Requests for Change Points to capture Baselines Points to evaluate the Service Design Service Operation Release & Deployment Management Early Life Support Service Validation & Testing Knowledge Management 5

Service Transition Life-Cycle Input: Service Design Package (documents) Life-cycle phases: Acquiring and testing of input configuration units and components. Build and testing, Service release testing, Operational readiness testing, Deployment, Early life support support provided during initial stages deployment, Service Transition evaluation and termination. Output: provision of all service components in fully operational state for Service Operation Phase. 6

Service Transition Processes Processes included in Service Transition Phase: 1. Service transition planning, 2. Change management, 3. Configuration and service assets management, 4. Release and deployment management, 5. Validation and testing services 6. Evaluation, 7. Knowledge management. 7

1. Service Transition Planning Purpose and Goals of service transition planning: Capacity and resource planning for development, implementation, release, testing and deployment of service into operation, Team support for team realizing service transition i.e. workers who personally realize activities of service transition, Change planning, to ensure integrity of customer assets, activity configuration and assets and their management during service transition, Securing reports of transition process, risks and differences pre for all relevant involved parties, mainly employees holding key managerial posts, Project activity coordination, coordination of developers and providers, Effective Service Transition Planning Includes: Definition and application of Service Transition Policy. Definition of Release Policy. 8

2. Configuration and Asset Management Management of Service Configuration and Assets: Process responsible for configuration management and assets management: Configuration Management: Process responsible for storage of information about Configuration Items (CI) required for provision of IT service and their (CI) relationship. Assets Management: Process responsible for tracking and reporting of financial assets value and ownership during their life-cycle. 9

Configuration Item Definition: Configuration Item (CI): Any component, which needs to be managed (directed, administered) as a part of IT service provision. Information about every CI is recorded in Configuration Management System and they are stored during whole life-cycle of Configuration Management. Configuration Management is part of a process number 3 of Service Transition: Management of Service Configuration and Asset. CIs are managed by Change management. CIs typically includes IT services, hardware, software, buildings, human resources and formal documentation e.g. process documentation and SLA. 10

Configuration Item Definition: Configuration Item (CI): Any component, which needs to be managed (directed, administered) as a part of IT service provision. Information about every CI is recorded in Configuration Management System and they are stored during whole life-cycle of Configuration Management. CIs typically includes IT services, hardware, software, buildings, human resources and formal documentation e.g. process documentation and SLA. CI scope from complete service or system (including the components, HW, SW, etc.) to SW modules, HW parts Configurational Hierarchy model of the infrastructure 11

CMDB: Configuration Database Definition: Configuration Management Database, CMDB Database used to store configuration records during their whole life-cycle Configuration management system stores one or more CMDB, Every CMDB stores CI attributes and their relations to other CIs. Definition: Configuration Record Record which contains details about Configuration Item. Every configuration record contains information about one CI life-cycle. Life-cycle example: asset and CI 12

CMDB: Configuration Database ITIL definition approved configuration of IT environment components Goal of CMDB to help the organization to understand the relations and associations between the components and to monitor their configuration (state) Logical/data model of the Configuration Records Usually described by these attributes:. Technical Ownership Relations 13

Configuration Management System Definition: Configuration Management System (CMS) Package of tools and databases which are used for Configuration Item management by IT service provider. CMS also contains information about incidents, problems, known bugs, changes and releases. CMS may contain information about employees, providers, locations, business units, customers and users. CMS includes tools for acquiring, storing, management, actualization and presentation of Configuration Items and their relationship. CMS is maintained configuration management, which is used by all IT service management processes. 14

Configuration System Management - Example 15

3. Change Management Change Management Process responsible for operational management of life-cycle of all changes. Main goal of Change Management is to realize useful IT service changes during least possible IT service downtime. 16

Change Change arise from: Proactive, e.g. by finding new possibilities of gaining business advantage: cost reduction, service enhancement, efficiency enhancement... Reactive, as response to bugs / failures or as adaptation to business environment changes. Goals of Change Management: Risk optimalization, in line with business risk optimalization. Minimize count of necessary changes to services / infrastructure. Success at first trial. Definition: Service Change Addition, change, or removal of approved, planned or supported IT service or service component (documentation included). 17

Change Risk Estimation Goal: Business Impact of Change Analysis Method: Indicators quantifying scope of downtime / time needed for change realization. Definition: Mean Time to Restore Service (MTRS) Mean time needed to restore Configuration Item or IT service after failure. MTRS is measured from failure of Configuration Item or IT service until its full restoration and provision of normal functionality. Other indicators: MTTR - Mean Time to Repair, MTBF - Mean Time Between Failure,... 18

Requests for Change - RFC Definition: Requests for Change (RFC) Formal proposal for change execution. Request for Change contains detailed information about proposed change and can be recorded on physical or electronic medium. Term Request for Change is often used incorrectly referring to Change Record, or to express notion of change. RFC types: RFC document (physical / electronic), Service Desk call, Project initiation document, etc. IT organization should choose adequate approach and scope of formal expression / documentation of RFC (e.g. based on particular degree of complexity of particular change). 19

Change Management Workflow 20

4. Release and Deployment Management Release and Deployment Management: Process responsible for Release and Deployment Management. Release Management: Process responsible for planning, creating schedules and management of release transfer into: testing and operational environment. Main goal is to ensure integrity of operational environment and that right components are used. Deployment (Rollout): Activity responsible for transfer of new or changed hardware, software, documentation, process etc. into operational environment. 21

Release Policy Service Release Types: Major releases extensive expansion, new functionality, bug fixes. Minor releases lesser expansions and fixes, some of them possibly included in previously released emergency releases. Emergency releases fix to small number of known bugs and problems, i.e. expansion towards critical business requirements. Service Release Responsibility Matrix (RACI model): 22

5. Validation And Testing Goal: to ensure quality of provided service. Strategy: Transformation of service design outputs into testing requirements, selection of appropriate test combination to include all risks, acceptation criteria defines test inputs and outputs. Validation and testing process example: 23

6. Evaluation Definition: Evaluation Process responsible for evaluation of new or changed IT services. Ensures, that risks were considered and helps decide if change should be implemented. Evaluation is also process of comparison between planned and actual outputs, or comparison of possible alternative solutions. 24

7. Knowledge Management Knowledge Management: Process responsible for acquiring, analyzing, storing and sharing of knowledge and information in organization. Service Knowledge Management System, SKMS: Main purpose of Knowledge Management is to improve efficiency by reducing necessary knowledge refresh rate.. Tools and databases, which are used to manage knowledge and information. SKMS includes Configuration Management System + additional tools, databases. SKMS stores, manages, actualizes and presents all information, which are needed by IT service provider to manage whole IT service life-cycle. 25

Questions? 26