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5 itil v3 service transition 5 v1.8

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  • 1. Page 1 Se rvice De sig n Se rvice ITIL Service Strategy Service Operation Service Design Continual Service Improvement SERVICE TRANSITION ITIL V3 Core Framework Service Transition Validates the service design against service requirements

2. Page 2 Service Transition (ST) ST will ensure that the design will deliver the intended strategy and that it can be operated and maintained effectively. ST is concerned with managing change, risk & quality assurance and has an objective to implement service designs so that service operations can manage the services and infrastructure in a controlled manner. Main Target Audience: IT Service Managers, Service Owners, operational staff. Main Influencers: Customers, Service owners, support staff. 3. Page 3 ST The Real World The majority of IT projects do not yield desired results / outputs Near 80% of incidents are caused by failed changes and activities within IT Most IT organization need: Stability Improved Quality Increased Efficiency & Effectiveness Reduced IT Costs 4. Page 4 ST Key Terms Change : The addition, modification or removal of anything that could have an effect on IT Service; scope should include all IT services, Configuration Items, Processes, documentation, etc Configuration Item (CI) : Any component that needs to be managed in order to deliver an IT service Build : The activity of assembling a number of Configuration Items to create part of an IT service. It may also refer to a Release Configuration Management DataBase (CMDB): Configuration Management identifies the various components of IT infrastructure as Configuration Items (CIs). All the information regarding CIs are help within the Configuration Management Database (CMDB) Configuration Management System (CMS) : A set of tools and databases that are used to manage an It Service Providers configuration data Definitive Media Library (DML) : One or more locations in which the definite and approved versions of all software Configuration Items are securely stored 5. Page 5 ST Key Terms Release : A collection of hardware, software, documentation, process or other components required to implement one or more approved Changes to IT Services Release Unit : Components of an IT service that are normally released together. Service Knowledge Management System (SKMS) : A set of tools and databases that are used to manage knowledge and information which includes the Configuration Management System. Transition : A change in state, corresponding to a movement of an IT service or other Configuration Item from one Lifecycle status to the next. Validation : An activity that ensures a new or changed IT service, process, plan or other deliverable meets the needs of the business. 6. Page 6 ST Purpose, Goals & Objectives How to introduce new services ( or change the existing services) with appropriate balance of : Speed Cost Safety Focus on customer expectations and requirements 7. Page 7 ST - Activities Two specific activities that are important to Service Transition: Organizational and stakeholder Change: Reflecting the holistic nature of change that Service Transition must be based on, organizations do not transform their IT service by only changing the IT services. Communications: Service Transition must take on communication piece to ensure that the business, the end user community and the IT staff are all aware of the services available, why they are important, how they interrelate with and impact other services, and how they are supported. 8. Page 8 ST - Processes Transition Planning & Support Change Management Service Asset & Configuration Management Release & Deployment Service Validation & Testing Evaluation Knowledge Management 9. Page 9 Transition Planning & Support Management Purpose : Plans and coordinates the resources to move a new or changed service into production within the predicted cost, quality and time estimates. Goal : Manage the planning & coordination of resource to meet requirements. Objectives : Ensure adoption of a common framework for making changes. 10. Page 10 KPIs - Transition Planning & Support Management Key performance Indicator (KPI) Definition Number of Projects Number of major release rollouts under the control of Project Management Percentage of Projects with Project Charters Percentage of projects which are started with a signed Project Charter in place Number of Changes to Project Charter Number of changes to the Project Charter after project start Adherence to Project Budget Actual vs. planned consumption of financial and personnel resources Project Delays Actual vs. planned project completion dates 11. Page 11 Change Management Goal To ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents Benefits Reduction in incidents and problems caused by unplanned change Communication with appropriate parties before change occurs Approval received from appropriate parties before change occurs Time spent on preparation and prevention rather than fire fighting and downtime 12. Page 12 Change Management Key Concepts Change : Addition, modification or removal of anything that could have an effect on IT Services Request for Change (RFC) : A formal proposal for a change to be made. Change Window : A regular, agreed time when changes may be implemented with minimal impact on services. Change Advisory Board (CAB) : A group of people that advices the Change Manager in the assessment, prioritization and scheduling of changes. 13. Page 13 Type of Requests and Changes An organization needs to ensure that appropriate procedures and forms are available to cover the anticipated requests. Different types of changes may require different types of change requests. Normal Changes Changes to : Service Portfolios, Service definitions Project changes, User accesses, Operational Changes Standard Changes Change to a service or infrastructure for which the approach is pre- authorized by Change Management. Has an accepted and established procedure. Emergency Changes Changes that will have a high negative impact on the business. 14. Page 14 Standard Change The crucial elements of a Standard Change are that: Pre-authorized Changes. The tasks are well-known, documented and low-risk tasks. Authority has been in advance. Budgetary approval is already set or is controller by the requestor Example Installing workstation software from an proved list. 15. Page 15 Change Management - Activities Create & Record Assess & Evaluate Authorize Changes Coordinate Changes Review & Closure 16. Page 16 Change Create & Record Accept Change Validate Initiator Validate Change Record Register Request for Change Full History of Change Logging Unique Identification Registered via CMS Control Access Editing Viewing 17. Page 17 Change Access & Evalute Impact Business Operations Infrastructure Services Effect on Change If NOT implemented IT, Business & Other Resources Schedule Change Schedule (CS) Projected Service Outage (PSO) Plans Continuity, Capacity, Availability & Security 18. Page 18 Change Authorize Change Formalized Acceptance Accountability, Responsibility Levels of Authorization Considers Type, Size & Risk Organizational Approach Hierarchical Flattened Acceptance Criteria Anticipated Business Risk Financial Implications Scope of Change 19. Page 19 Change Management Authorizing Change IT Manageme nt Board Change Advisory Board Local Authorization Decisions,Directio Escalations,RFCs,Is Level 1 Level 2 Level 3 Level 4 High Cost/Risk Impact on Multiple service or divisions Impact only on Local or service group Standard Changes Business Executives 20. Page 20 Change Advisory Board (CAB) The Change Advisory Board (CAB) delivers support to the Change Management team by approving requested changes and assisting in the assessment and prioritization of changes. Generally made up of IT and Business representatives that include Change Manager User managers and groups Technical experts Possible third parties and customers (if required) CAB is responsible for oversight of all changes in the production environment CAB is tasked with reviewing and prioritizing requested changes, monitoring the change process and providing managerial feedback Emergency Change Advisory Board (ECAB): It is a subset of the CAB that considers a RFC tagged as an Emergency Change. 21. Page 21 Change Coordinate Change Handoff to Change Builder(s) Formal Tracking Work Orders Coordination Responsibility For Scheduled Delivery of Change Remediation Procedure development Quality Assurance Conformance 22. Page 22 Change Review & Closure Post Implementation Review Technical Incident Problems Known Errors Business Requirements Desired Outcome No Undesirable Effects Time & Cost of Delivery Follow Up if Required Closure if Successful 23. Page 23 Change Management The 7 Rs Who RAISED the change? What is the REASON for the change? What is the RETURN required from the Change? What are the RISKS involved with the change? What RESOURCES are required to deliver the change? Who is RESPONSIBLE for build, test & implementations of the change? What is the RELATIONSHIP between this change and other changes? 24. Page 24 Change Management Measures & Outcomes Measures link to business goals, cost, service availability, and reliability Percentage reduction in unauthorized changes Volume of change Frequency of change by service By business area Ratio of accepted to rejected change requests Time to execute a change. 25. Page 25 Change Management - Challenges Major IT Cultural Shift Perceived as Bureaucratic Siloed Technical Functional Areas