ITIL: Service Transition

Improving IT Implementations and Creating

Value for our Customers

Jeff Locke
HP Education Services

© 2007 Hewlett-Packard Development Company, L.P.

The information contained herein is subject to change without notice
ITIL Refresher
What does the following have in common?

ITIL &

“the (Pirate) code is more what you'd call "guidelines" than actual rules”

A best practice is a set of guidelines based on the best experiences of

the most qualified and experienced professionals in a particular field.
ITIL Version 2

Service Delivery Service Level Management

Capacity Management
Availability Management

Service Management Service Continuity Management

Financial Management

Service Support Incident Management

Problem Management
Service Desk
Release Management
Configuration Management
Change Management
What is NOT changing?
Key concepts are preserved
• No radical changes to v2 service support and service delivery processes

V2 Processes

Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Desk
Service Level Management
Capacity Management
Availability Management
Financial Management
IT Service Continuity Management
Process Comparison
V2 Processes
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Desk
Service Level Management
Capacity Management
Availability Management
Financial Management
IT Service Continuity Management
V3 Processes
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Desk
Service Level Management
Capacity Management
Availability Management
Financial Management
IT Service Continuity Management
 Continuous Service Service Strategy Processes Service Design Processes Service Transition Processes Service Operation Processes

Process Comparison
Improvement Processes

V3 Processes
 Continuous Service Service Strategy Processes Service Design Processes Service Transition Processes Service Operation Processes
Improvement Processes

Demand Management
Strategy Generation
Service Portfolio Management
IT Financial Management

Service Measurement Service Catalogue Management

Service Level Management
Capacity Management

Availability Management
Service Continuity Management

Information Security Management

Supplier Management
Transition Planning and Support

Service Reporting Change Management

Service Asset and Configuration Management

Release and Deployment Management

Service Validation and Testing

Evaluation

Knowledge Management

Event Management

Incident Management
Service Improvement Request Fulfillment

Problem Management

Access Management

Operation Management
ITIL Version 3
ITIL Version 3 looks at the lifecycle of IT
Service
improvement
Requests for change

Guidelines, policies, and

Usage guidelines, policies,
information for Service
and incentives to change
Desk to support incidents
utilization patterns
Service
transition Requests
for change

How service How service

is utilized is supported
Service Possible
Service
design service
operation
incidents
How service How service
is deployed is delivered

(Filtering)

Design
Requests for change
limitations
Compensating resources
Requests for change and requests for change

Objectives, policies
and guidelines

Service
strategy
ITIL v3 Books
Service Strategy
• The spoke of the IT Service Management
wheel.
• Provides the direction and vision for
establishing IT services.
• Useful for influencing organizational
attitudes and culture towards the creation of
value for customers.
• The goal of service strategy:

“Superior performance versus competing

alternatives.”
ITIL v3 Books
Service Design
• Responsible for the design of new or changed
services going into a live environment.
• Ensure designs are consistent, compatible and
capable.
• Metrics definition, selection and evaluation of
measurement capabilities.
• Evaluation and establishment of
policies/procedures for new or changed
services.
• Key output of Service Design – Design
solutions to meet the changing requirements
of the business.
ITIL v3 Books
Service Transition
• Plan and manage the capacity and resources
required to package, build, test and deploy
into production.
• Provide a consistent and rigorous framework
for evaluating risk.
• Ensure that services can be managed,
operated and supported as specified from
Service Design.
• Communication and documentation of
information for decision making and
deployments into production.
ITIL v3 Books
Service Operation
• Coordinating and carrying out the activities
and processes required to deliver and
manage services at agreed levels.
• Focuses on:
– Event Management
– Incident and Problem Management
– Request Fulfillment
• Service Operation is where actual value is
seen by customers/users of a service.
ITIL v3 Books
Continual Service Improvement
• Align and realign IT services to changing
business needs by identification and
implementation of improvements.
• Review, analyze and make
recommendations for each stage of the
service lifecycle (strategy, design, transition
and operation).
• Review service level achievements.
• Establishing Service Improvement Plans
(SIP) to improve service performance and to
identify financial and customer benefits.
Service Transition
In a perfect world…
Prior to Service Transition…these things should have occurred:
• Management is onboard.
• Developing a Service Catalog – “What do you do already?”
• Evaluation of the benefit/value customers receive from current
services.
• Determine Vital Business Functions (VBF) and conduct a Business
Impact Analysis (BIA).
• Document capacity, availability, security, continuity AND success
requirements from the business and IT.
• Development of a Supplier and Contracts Database (SCD).
• Identification, documentation and acceptance of service levels to be
provided for the new service.
• Financial approval for the Service Design Package (SDP).
Moving into Service Transition
• Service Design is the trigger for Service Transition.

• Several processes support Service Transition:

– Change Management
– Knowledge Management
– Service Asset & Configuration Management

• Several processes within Service Transition:

– Transition Planning and Support
– Release and Deployment Management
– Service Testing and Validation
– Evaluation
Service Transition: Change Management

• Prioritizing and responding to requests

• Implementing changes in required times
• Meet agreed service requirements while optimizing costs
• Reducing failed changes and rework
• Correctly estimating quality, time and cost
• Assessing and managing risks
• Managing staff time
7 Rs of Change Management
• Who RAISED the change?
• What is the REASON for the change?
• What is the RETURN required from the change?
• What are the RISKS involved in the change?
• What RESOURCES are required to deliver the change?
• Who is RESPONSIBLE for the build, test and implementation of
the change?
• What is the RELATIONSHIP between this change and other
changes?

Change Management is about Risk Management not

implementing changes (that is the responsibility of Release
Management).
Change Management — Activities

Create RFC

Update change and configuration in CMS

Change
proposal
(optional) Record the RFC
Initiator Requested

Change
Review the RFC
Management Ready for evaluation
Assess and evaluate
change
Work orders
Ready for decision
Authorize change Authorize change
proposal Change
Authority Authorized

Change
Plan updates
Management Scheduled Work orders
Co-ordinate change
implementation*
Change
Management Implemented
Evaluation Review and close
report change record
Closed
 Service
Service
Design
Design

Service
Strategy

ITIL

Knowledge Management (KM)

Service
Transition

“The process responsible for

gathering, analyzing, storing and
sharing knowledge and
information within an
organization.

The primary purpose of

Knowledge Management is to
improve efficiency by reducing
the need to rediscover
knowledge.”
Service Asset and Configuration Management

• For service assets, configuration items, and customer assets

– Protect integrity throughout their lifecycle
– Provide accurate information to support business and service
management
• Establish and maintain a Configuration Management System
– As part of an overall Service Knowledge Management System

The goal of Service Asset and Configuration

Mgmt is to provide a model of the IT
infrastructure correlating IT services with IT
components.
Configuration Management System (CMS)
• Information about all Configuration Items (CI)
– CI may be entire service, or any component
– Stored in 1 or more databases (CMDBs)
• CMS stores attributes
Capacity
– Any information about the SLAs People

CI that might be needed IT Service

Continuity
Locations
• CMS stores relationships
– Between CIs Availability Assets

– With incident, problem, CMDB

Licences Releases
change records etc.
• CMS has multiple layers
Finance Documents
– Data sources and tools,
information integration, Changes Incidents

knowledge processing, presentation

Definitive Media Library (DML)
• Master copies of all software assets
– In house, external software house
– Scripts as well as code
– Management tools as well as applications
– Including licenses
• Quality checked
– Complete, correct, virus scanned…
• The only source for build and distribution
DML and CMDB relationship

DML Physical CIs Information about the CIs

CMDB
Electronic
CIs
Release
Record

Build new Release

Test new Release

Implement new Release

Distribute new Release to

© Crown Copyright 2007. Reproduced under licence from OGC.
live locations
Service Transition Processes
• Transition Planning and Support
– Plan and coordinate the resources to establish successfully a new or
changed service into production WITH predicted cost, quality and
time estimates.
– Plan changes required that ensures integrity of all customer assets,
service assets and configurations as they evolve through service
transition.
– Coordinate activities across projects, suppliers and service teams.
– Communications with customers, users and stakeholders.
Service Transition Processes
• Release and Deployment Management
– The aim is to build, test and deliver the capability to provide services
(specified by Service Design) to accomplish the stakeholders’
requirements and deliver the intended objectives.
– Define and agree on release and deployment plans.
– Ensure that each release package consists of a set of related assets and
service assets that are compatible.
– Maintain and record transition components and activities accurately in
the CMS.
– Ensure there is knowledge transfer to customers and support staff.
Service Transition Processes
• Service Validation and Testing
– Plan and implement a structured validation and test process that
provides evidence that the new or changed service supports the
business requirements.
– Quality assure the services and service capabilities were delivered by
a release.
– Identify, assess and address issues, errors and risks.
• Evaluation
– A generic process that considers whether the performance of
something is acceptable, value for money, etc…and whether it will be
proceeded with, accepted into use or paid for.
Challenges, CSFs
• Managing and getting input from many contacts.
• Little harmonization or integration of processes.
• Achieving a balance between maintaining a stable environment
and being responsive to customer needs.
• Absence of needed skill sets.
• Understanding inherent dependencies among systems and human
elements.
• Creating and maintaining knowledge in a form that people can find
and use.
• Defining clear accountabilities, roles and responsibilities.
• Demonstrating the benefits of establishing and improving Service
Transition activities outweigh the costs.
Final Thoughts

• The ITIL books are a

cookbook for IT
excellence.
• You can use what works
It’s a best for your
Cookbook!! organization.
• ITIL is not a standard.
• You have the ability to
tailor the best practices
documented in the
library to align with
your business needs.
Thank you!