Service Transition - epreparis.com · Service Transition Service Transition: The management of all processes, systems, and functions that are needed in order to build, test, and deploy

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Service Transition

Service Transition: The management of all processes, systems, and functions that are needed in order to build, test, and deploy new or changed services into a live environment. Continual

ServiceImprovement

Continual ServiceImprovement


Service Transition

Service Operation

Service Design

Service Strategy

Based on AXELOS ITIL® material. Reproduced under

license from AXELOS Limited. All rights reserved.

Material in blue italic based on AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

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The TP&S Process

Objectives

• Identify and coordinate resources.

• Manage ST activities.

• Create or modify new services.

• Establish management information systems and tools, architectures, processes, and metrics and measurements.

• Ensure teams employ common framework for planning and activities.

• Communicate plan.

• Identify and manage risks.

• Inform stakeholders.

• Monitor and improve the ST performance.

Scope

• Budget and plan for resources.

• Prioritize conflicting resources.

• Receive and handle inputs, such as RFCs.

• Coordinate ST with other processes service lifecycle.

• Lead all changed and new services through the ST processes.

• Coordinate ST activities so multiple transitions can occur simultaneously.

• Maintain the policies, standards, and models used in ST activities.

• Review and improve the ST activities

• Communicate with stakeholders.

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PurposeThe TP&S process ensures that all of the service transitions are planned, maintained, and the required resources are coordinated.

Change

Change: The addition, removal, or modification of anything that is used to provide an IT service.

Application Software Hardware Process

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Documentation

+ -


Change Management

Change management: The process that ensures that changes are deployed In a standardized manner.



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Record the RFC

Authorize Change

Plan Updates

Coordinate Change Implementation

Review & Close Change Record

Up

date C

MS

Review the RFC

Assess & EvaluateChange

Requested

Ready for Evaluation

Ready for Decision

Scheduled

Authorized

Implemented

Closed

Types of Change

Change Type Description

Normal change

The addition, removal, or modification of an authorized service component and its related documentation.

Example: A request to enhance a proprietary application to include a new feature.

Standard change

A pre-approved, low-risk change that occurs on a relatively frequent basis.

Example: The installation of a company-approved software program.

Emergency change

A change that needs to be made as soon as possible.

Example: Repairing or replacing a failed component essential for providing the IT service.

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The Change Advisory Board

CAB: A group of people that advises the Change Manager in the assessment, prioritization, and scheduling of changes.

ECAB: A subset of the CAB that makes decisions about high impact emergency changes.

ECAB

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CAB


Seven Rs of Change Management

The Seven Rs of change management:

• Who raised the change?

• What is the reason for this change?

• What is the return required from this change?

• What are the risks involved with the change?

• What resources are required to make this change?

• Who is responsible for building, testing, and rolling out this change?

• What is the relationship between this change and any other changes?

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Service Asset and Configuration Management

SACM: The process responsible for managing both the service assets and all CIs.

Service Assets

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Configuration Items

CI

CICI


Configuration Items

CI: Any specific component that is used in the delivery of an IT service.

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Servers Databases PeopleDocumentationSoftware Applications

Configuration Item (CI)


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Release and Deployment Management

Release and deployment management: The process that oversees the building, testing, and delivering of the services that are identified in the Service Design phase of the Lifecycle.

Release Deployment

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Release Deployment


Release Units and Release Packages

Release unit: One of the configuration items that are typically released into the live environment together.

Release package: A structured collection of several release units that are made available to users at one time.

Release Unit

Release Package

Release Unit Release Unit Release Unit

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Release Unit


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Events

Event: A change of state which has significance for the management of a configuration item or IT service.


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Types of Events

Event Type Example

Normal operation A user logs on to his workstation, or logs on to an application.

Abnormal operation

A user attempts to log on to his workstation using an incorrect password.

Unusual but not exceptional

A user is notified that he is approaching his disk quota maximum.

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Activities of Event Management

An Event OccursEvent

NotificationEvent Detection Event Filtering

Response Options

Event Correlation

Event Classification

Review Actions

Trigger

Closing the Event

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Alerts

Alert: A warning that a threshold has been reached, something has changed, or a failure has occurred.

Failure: The loss of ability to operate to specification, to SLA, or to deliver the required output.


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Incidents

Incident: An unplanned interruption to an IT service or a reduction in the quality of an IT service.


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Roles of Incident Management

Roles that participate in Incident Management:

• The Incident Manager

• First-line support role

• Second- and third-level support staff:

• Internal

• External

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Problem Management

Problem Management: A process that attempts to prevent incidents from happening by troubleshooting the root causes of incidents – “problems.”

Incident management is concerned with restoring service.

Problem management is concerned with fixing the cause.

Problem


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Service Requests

Service request: A request from a user for information, advice, a standard change, or access to an IT service.

Information Advice Standard Change Access


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Request Fulfillment

Request Fulfillment:

• Manages the entire lifecycle of a service request.

• Enables users to receive standard services.

• Can be used to give information about services.

Requests are often logged through an automated system or application menu.

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Access Management

Access Management: The process that grants the right to use an IT service. Sometimes referred to as “rights management” or “identity management.”

Service Group


The Service Desk

Service Desk: The single point of contact between users and the service provider.

Application Support

Desktop Support

Suppliers and Vendors

Based on AXELOS ITIL® material. Reproduced under license from AXELOS Limited. All rights reserved.


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Network and ITOperations

Service Desk

Service Desk Type Description

Local Service DeskA desk that is situated in close geographic proximity to the users that it supports.

Centralized Service Desk

A consolidation of a number of different Service Desks into one single location.

Virtual Service DeskThe appearance of a centralized Service Desk through web-based tools, although the individuals supporting it are scattered over a number of geographic locations.

Follow-the-Sun Service

Two or more Service Desks that are geographically located so that their combined service hours create 24/7 coverage.

Specialized Service Desk Groups

Any requests related to a specific, specialized service get automatically routed to a specialized group.

Service Desk Organizational Structures

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Technical Management

Technical Management:

• Plans, implements, and maintains the stability of technical infrastructure.

• Is a caretaker of technical knowledge.

Continual Service

Improvement



Service

Transition

Service Operation

Service

DesignService

Strategy



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IT Operations Management

Monitoring the server room Monitoring the network

Performing backups Running batch processing jobs

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IT Operations Management Objectives

Three objectives of IT Operations Management:

• Keep the day-to-day processes stable.

• Improve services to reduce costs while maintaining stability.

• Diagnose and resolve IT problems quickly and efficiently.

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Application Management

Application Management

may be involved in:

• Design

• Testing

• Improvement




Service Transition

Service Operation

Service Design Service

Strategy



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The PDCA Model

Plan: Design or revise processes that support the IT services.

Do: Implement the plan and manage the processes.

Check: Measure the services, compare to objectives, report.

Act: Analyze differences, plan and implement improvements.

Based on AXELOS ITIL® material. Reproduced

under license from AXELOS Limited. All rights reserved.

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The CSI Approach

Where do we want to be?

How do we get there?

Did we get there?

What is the vision?

Where are we now?

How do we get there?

How do we keep the momentum going?

Where do wewant to be?

Did we get there?

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The Seven Step Improvement Process

What should you measure?

What can you measure?

Gather data

Process dataAnalyze data

Present and use information

Implement corrective action

What should youmeasure?

Implement corrective action

What can youmeasure?

Gather data

Analyze data

Present and useinformation

Process data

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CSI Register

Continual Service Improvement Register (CSI Register): used to record and manage improvement opportunities throughout their lifecycle.


Service Improvement Plan

SIP: A formal plan to implement improvements to a process or IT service when significant gaps in the expected level of service are identified.

Service LevelManager

SIP

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Critical Success Factors

CSF: An element that is essential if a process, project, plan, or IT service is to succeed. KPIs are used to measure CSFs.

A CSF can be either quantitative or qualitative.

Quantitative

CSF

QualitativeQuantitative

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Key Performance Indicators

KPI: A metric that is used to help manage a process, IT service, or activity.

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Let’s do a Sample TestLet’s do a Sample Test

End of Material

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Service Transition - epreparis.com · Service Transition Service Transition: The management of all processes, systems, and functions that are needed in order to build, test, and deploy