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Introduction, Change Management, Service Asset and Configuration Management, Release and Deployment Management, Service Valida- tion and Testing, Request Fulfilment, Service Eval- uation, Knowledge Management, Technology and Implementation Management, Exam Prep- aration Guide, Introduction, Change Manage- ment, Service Asset and Configuration Manage- ment, Release and Deployment Management, ServiceValidationandTesting,RequestFulfilment, Service Evaluation, Knowledge Management, Technology and Implementation Management, Exam Preparation Guide, Introduction, Change Management, Service Asset and Configuration Management, Release and Deployment Man- agement, Service Validation and Testing, Re- quest Fulfilment, Service Evaluation, Knowledge Management, Technology and Implementa- tion Management, Exam Preparation Guide, Service Transition ® ITIL Intermediate STUDENT HANDBOOK r3.0.0 REFERENCE MATERIAL Sample Material - Not for Reprint

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Page 1: ment, Release and Deployment Management, ITIL …documents.itpreneurs.com/Sample-materials/ITL9337CL_Intermediate.S… · Introduction, Change Management, Service Asset and Configuration

Introduction, Change Management, Service Asset and Configuration Management, Release and Deployment Management, Service Valida-tion and Testing, Request Fulfilment, Service Eval-uation, Knowledge Management, Technology and Implementation Management, Exam Prep-aration Guide, Introduction, Change Manage-ment, Service Asset and Configuration Manage-ment, Release and Deployment Management, Service Validation and Testing, Request Fulfilment, Service Evaluation, Knowledge Management, Technology and Implementation Management, Exam Preparation Guide, Introduction, Change Management, Service Asset and Configuration Management, Release and Deployment Man-agement, Service Validation and Testing, Re-quest Fulfilment, Service Evaluation, Knowledge Management, Technology and Implementa-tion Management, Exam Preparation Guide,Service Transition

®

aration Guide, ment, Service Asset and Configuration Manage-aration Guide, ment, Service Asset and Configuration Manage-aration Guide, ment, Release and Deployment Management, ment, Service Asset and Configuration Manage-ment, Release and Deployment Management, ment, Service Asset and Configuration Manage-Service Validation and Testing, Request Fulfilment, ment, Release and Deployment Management, Service Validation and Testing, Request Fulfilment, ment, Release and Deployment Management, Service Evaluation, Knowledge Management, Service Validation and Testing, Request Fulfilment, Service Evaluation, Knowledge Management, Service Validation and Testing, Request Fulfilment, Technology and Implementation Management, Service Evaluation, Knowledge Management, Technology and Implementation Management, Service Evaluation, Knowledge Management, Exam Preparation Guide, Technology and Implementation Management, Exam Preparation Guide, Technology and Implementation Management, Management, Service Asset and Configuration Exam Preparation Guide, Management, Service Asset and Configuration Exam Preparation Guide, ITILIntermediate

STUD

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REFERENCE MATERIAL

ITL9337CL_Intermediate.ST_Cover Page_SH_r3.0.0.indd 1 12/5/2011 5:30:25 PM

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The information contained in this classroom material is subject to change without notice.

This material contains proprietary information that is protected by copyright.

No part of this material may be photocopied, reproduced, or translated to another language

without the prior consent of ITpreneurs Nederland B.V.

© Copyright 2011 by ITpreneurs Nederland B.V. All rights reserved.

The language used in this course is US English. Our sources of reference for grammar, syntax, and mechanics are The Chicago Manual of Style, The American Heritage Dictionary, and the Microsoft Manual of Style for Technical Publications.

ITIL® is a registered trade mark of the Cabinet Offi ce.

The Swirl logo™ is a trade mark of the Cabinet Offi ce.

ITIL® - Published for the Offi ce of Government Commerce under license from the Controller of Her Majesty’s Stationery Offi ce © Crown Copyright 2011.

The OGC logo® is a Registered Trade Mark of the Offi ce of Government Commerce.

All content in italics and quotes © Crown Copyright 2011 Reproduced under licence from OGC.

All infographics © Crown Copyright 2011 Reproduced under licence from OGC, unless otherwise noted.

ITIL® Qualifi cation Scheme Copyright © 2011 APM Group. All rights reserved.

Glossaries/Acronyms © Crown Copyright Offi ce of Government Commerce.

Reproduced with the permission of the Controller of HMSO and the Offi ce of Government Commerce.

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Contents

i

LIST OF ICONS V

LIST OF ACTIVITIES (REFER TO THE WORKBOOK) NA

GENERAL TRAINING TIPS NA

ACKNOWLEDGEMENTS VI

COURSE INTRODUCTION 1

Introductions 2

Course Introduction 3

Course Learning Objectives 4

Unique Nature of the Course 5

Course Qualifi cation Scheme 8

Course Agenda and Exam Requirements 10

UNIT 1: INTRODUCTION TO SERVICE TRANSITION 13

1.1 Purpose and Objectives 16

1.2 Scope of and Processes Within Service Transition 18

1.3 Value to the Business 22

1.4 Service Transition in the Service Lifecycle 23

Summary of Unit 1 27

UNIT 2: SERVICE TRANSITION PRINCIPLES 29

2.1 Concept of Service Transition Principles 32

2.2 Key Policies and Best-Practice Principles 36

2.3 Group/Individual Exercise 54

2.4 Sample Test Question 54

Summary of Unit 2 55

UNIT 3: SERVICE TRANSITION PROCESSES - PART 1 57

3.1 Transition Planning and Support 61

3.1.1 Purpose, Goals, and Objectives 62

3.1.2 Scope and Value to the Business 64

3.1.3 Basic Concepts of Transition Planning and Support 65

3.1.4 Process Activities, Methods, and Techniques 67

3.1.5 Trigger, Inputs, Outputs, and Interfaces 69

3.1.6 CSFs and KPIs 70

3.1.7 Challenges and Risks 72

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3.2 Change Evaluation 73

3.2.1 Purpose, Goals, and Objectives 76

3.2.2 Scope and Value to the Business 77

3.2.3 Policies, Principles, and Basic Concepts 78

3.2.4 Process Activities, Methods, and Techniques 79

3.2.5 Triggers, Inputs AND Output 80

3.2.6 KPIs and Metrics 81

3.2.7 Challenges and Risks 82

3.3 Group/Individual Exercise 83

Summary of Unit 3 85

UNIT 4: SERVICE TRANSITION PROCESSES - PART 2 89

4. 1 Change Management 91

4.1.1 Purpose, Goals, and Objective 96

4.1.2 Scope and Value to the Business 96

4.1.3 Policies, Principles, and Basic Concepts 100

4.1.4 Process Activities, Methods, and Techniques 111

4.1.5 Triggers, Inputs, Outputs, and Inter-Process Interfaces 113

4.1.6 KPIs and Metrics 119

4.1.7 Challenges and Risks 122

4.2 Service Asset and Confi guration Management 123

4.2.1 Purpose, Goals, and Objectives 126

4.2.2 Scope and Value to the Business 128

4.2.3 Policies, Principles, and Basic Concepts 131

4.2.4 Process Activities, Methods, and Techniques 141

4.2.5 Trigger, Inputs, and Inter-Process Interfaces 142

4.2.6 KPIs and Metrics 143

4.3 Knowledge Management 145

4.3.1 Purpose, Goals, and Objectives 147

4.3.2 Scope and Value to the Business 148

4.3.3 Policies, Principles, and Basic Concepts 150

4.3.4 Process Activities, Methods, and Techniques 153

4.3.5 Inter-Process Interfaces 155

4.3.6 KPIs and Metrics 156

4.4 Group/Individual Exercise 158

4.5 Sample Test Questions 158

Summary of Unit 4 159

UNIT 5: SERVICE TRANSITION PROCESSES — PART 3 165

5.1 Release and Deployment Management 167

5.1.1 Purpose, Goals, and Objectives 170

5.1.2 Scope and Value to the Business 171

5.1.3 Policies, Principles, and Basic Concepts 173

5.1.4 Process Activities, Methods, and Techniques 184

5.1. 5 Triggers, Inputs, Outputs, and Inter-Process Interfaces 185

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5.1.6 KPIs and Metrics 185

5.2 Service Validation and Testing 187

5.2.1 Purpose, Goal, and Objectives 189

5.2.2 Scope and Value to the Business 190

5.2.3 Policies, Principles, and Basic Concepts 192

5.2.4 Process Activities, Methods, and Techniques 211

5.2.5 Triggers, Inputs, Outputs, and Inter-Process Interfaces 213

5.2.6 KPIs and Metrics 216

5.3 Group/Individual Exercise 218

5.4 Sample Test Questions 218

Summary of Unit 5 219

UNIT 6: SERVICE TRANSITION COMMON OPERATION ACTIVITIES 223

6.1 Goal 226

6.2 Managing Communications and Commitment 227

6.3 Managing Organizational and Stakeholder Change 233

6.3.1 Organizational and Service Transition Roles and Responsibilities 236

6.3.2 Planning and Implementing Organizational Change 241

6.3.3 Assessing and Monitoring Organizational Readiness and Change Progress 248

6.3.4 Methods, Practices, and Techniques Used to Manage Change 250

6.4 Stakeholder Management 256

6.5 Group/Individual Exercises 262

6.6 Sample Test Question 262

Summary of Unit 6 263

UNIT 7: ORGANIZING FOR SERVICE TRANSITION 265

7.1 Organizational Development 269

7.2 Role of the Technical and Application Management Function 270

7.3 Service Transition Roles and Responsibilities 271

7.3.1 Generic Roles 274

7.3.2 Specifi c Roles 275

7.4 Organizational Context for Service Transition 288

7.4 Relationship of Service Transition With Other Lifecycle Phases 289

7.6 Group/Individual Exercise 291

7.7 Sample Test Question 291

Summary of Unit 7 293

UNIT 8: TECHNOLOGY CONSIDERATIONS 295

8.1 Goals 299

8.2 Service Transition Technology Requirements 300

8.2.1 Change Management, Confi guration Management, and Release Management Tools 301

8.2.2 Knowledge Management Tools 302

8.2.3 Collaboration 304

8.2.4 Confi guration Management System 306

8.3 Group/Individual Exercise 309

8.4 Sample Test Question 309

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Summary of Unit 8 311

UNIT 9: IMPLEMENTING AND IMPROVING SERVICE TRANSITION 313

9.1 Key Activities in the Introduction of Service Transition 316

9.1.1 Justifi cation 318

9.1.2 Design 319

9.1.3 Managing Cultural Change and Benefi ts 321

9.2 An Integrated Approach to Service Transition Processes 323

9.3 Implementing Service Transition in the Virtual or Cloud Environment 324

9.4 Group/Individual Exercise 325

9.5 Sample Test Question 325

Summary of Unit 9 327

UNIT 10 : CHALLENGES, CSFS, AND RISKS 329

10.1 Challenges of Service Transition 331

10.2 Measurement Through CSFs 333

10.3 Risks During Service Transition and Plan 334

10.4 External Factors Affecting the Service Transition Approach 335

Summary of Unit 10 343

APPENDIX A: CASE STUDY (REFER TO WORKBOOK) NA

APPENDIX B: MIND MAP EXCERCISE 345

APPENDIX C: GLOSSARY 347

APPENDIX D: SYLLABUS 441

APPENDIX E: ANSWERS (REFER TO WORKBOOK) NA

APPENDIX F: DIAGRAMS (MACRO VIEW) 459

APPENDIX G: RELEASE NOTES 465

STUDENT FEEDBACK FORM (REFER TO WORKBOOK) NA

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Copyright © 2011, ITpreneurs Nederland B.V. All rights reserved. v

LIST OF ICONS

Refers to content that is meant for the instructor to lecture in class

Refers to content that is meant for the student to read on his/her own in class or at home

Refers to information items that are not covered by the instructor in class but help the student understand a particular topic in detail

Refers to a Scenario-Based Activity that the student must do in class or as homework after the completion of a topic or in between a topic

Refers to items or contents that are given in a step-by-step-instruction or checklist format

Refers to an important snippet of information that the instructors should remember to touch upon while conducting an activity or during a lecture

Refers to the simplifi cation of content that was previously diffi cult to understand or confusing

Refers to an extra piece of information that is not very important but still good to know

Refers to light, conversational snippets of information or that the instructor can use in class to break the monotony of a serious and tedious lecture

Refers to general-knowledge-based information that the instructor can use to provide relief to students during a serious or tedious classroom lecture

Refers to space for the students to take notes

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Copyright © 2011, ITpreneurs Nederland B.V. All rights reserved.vi

We would like to sincerely thank the experts who have contributed to and shaped ITpreneurs’ ITIL Intermediate product suite.

ITpreneurs’ Course Reviewers Anessi, Ray - Pangloss Group

Costigan, Michael D - CSC

Mohr, Julie - Blue Print Audits

Vikdal, Mike - Independent

Wigmore, Michael - Independent

Per Ivar Lillebraten - Ciber

Fatih Celen – Impetus Consulting

Michale D Costigan - CSC

ITpreneurs’ Course Exercise WritersFoederer, Marcel - ITpreneurs

Mohr, Julie - Blue Print Audits

Vikdal, Mike - Independent

Wigmore, Michael - Independent

Julie Mohr – Blue Print Audits

ACKNOWLEDGEMENTS

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Course Introduction

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ITIL Intermediate Certifi cation Level | Service Transition

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INTRODUCTIONS

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Student | ITIL Intermediate Certifi cation Level | Course Introduction

Copyright © 2011, ITpreneurs Nederland B.V. All rights reserved. 3

My Notes

COURSE INTRODUCTION

Alright! Let us now quickly understand what Service Transition is. We will only go through a brief overview of Service Transition here. A more detailed understanding of what Service transition is and the relationship of Service Transition with Service Lifecycle processes will be dealt with in Unit 1.

OverviewService Transition is one of the fi ve courses that are part of the ITIL Intermediate Lifecycle stream. The Service Transition course helps you understand and implement ITIL best practices related to Service Transition principles, Services Transition processes, Service Transition common operational activities, technology considerations, and implementing and improving Service Transition.

To understand Service Transition, it is important to know the learning objectives of the Service Transition course. The list on the slide will help you understand what you will be able to do after taking this course.

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ITIL Intermediate Certifi cation Level | Service Transition

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COURSE LEARNING OBJECTIVES

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Student | ITIL Intermediate Certifi cation Level | Course Introduction

Copyright © 2011, ITpreneurs Nederland B.V. All rights reserved. 5

My Notes

UNIQUE NATURE OF THE COURSE

This course will not be delivered in the traditional mode of “technical training,” where the instructor presents and lectures on slide after slide. Instead, you will be expected to participate in the learning experience through discussions, exercises, and the sharing of practical experiences. This is to ensure that you internalize the learning, as required, to sit for your fi nal examination successfully and to apply your new practical experience back at the workplace.

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ITIL Intermediate Certifi cation Level | Service Transition

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Student MaterialsThe student materials consist of two parts:

Student Reference Material: Contains the concepts that are covered in class. We recommend that you use the Reference Material to study each evening, after class, to prepare for the fi nal exam. Each unit ends with Sample Test Questions. These questions have been created based on the format of the qualifi cation exam. The answers to these questions are given in Answers: Appendix E in the Workbook.

Student Workbook: Contains all the exercises you have to do in class. The answers to these questions are given in Answers: Appendix E in the Workbook.

Mock ExamThe Exam Preparation Guide contains the two sample exams released by APMG. Mock Exam 1 consists of Sample Paper 1 (a complete set with scenarios + question-and-answer options with their rationale) and Mock Exam 2 contains Sample Paper 2 (a complete set with scenarios + question-and-answer options with their rationale). On the last day of the course, you will have the opportunity to attempt the Mock Exam questions, which will help you prepare for the fi nal exam.

The Royal Chao Phraya Hotel Case StudyActivities in this course are aimed at improving the retention of concepts learned. The Royal Chao Phraya Hotel case study provides the “scenario setting” for these activities.

Scenario-Based Activities are based on Single Points of Failure (SPOFs) that occur because of IT challenges at the Royal Chao Phraya hotel. The scenarios are often intentionally not situated in the IT department, to establish the real-life connect between IT and business. The SPOFs at the Royal are illustrative of the connect between business and IT, and the fact that IT failures or challenges lead to business challenges and setbacks.

Working through the IT challenges faced by the Royal, students will understand the value of implementing ITIL to

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Student | ITIL Intermediate Certifi cation Level | Course Introduction

Copyright © 2011, ITpreneurs Nederland B.V. All rights reserved. 7

My Notes

overcome IT challenges and, consequently, comprehend how to ensure smooth business operations at their workplace.

Also, the Royal Chao Phraya hotel is used in the Intermediate-level courses to provide a “scenario setting” for the assignments, rather than in an analogous manner, as in the Foundation-level course. This has been designed to ensure that the assignments, far more complex at this level, focus directly on the job at hand and, consequently, directly relate to IT.

Intermediate Course MatrixImportant information on Intermediate-level syllabi:

The composition of the ITIL Intermediate-level syllabi has a fair degree of overlap in concepts across each of the qualifi cations. The courses too, consequently, refl ect this syllabus overlap. As you progress through the Intermediate levels and add one qualifi cation after another, you may fi nd this repetition of concepts increasing.

From a syllabus point of view, this is done to ensure students have skills in and knowledge of all the content areas required for a given Intermediate qualifi cation. In practice, for example, the same concept may differ in the way it is applied in say Service Transition vis-à-vis how it is applied in Service Operation.

Refer to the Core Guidance reference box to know where topics overlap across courses.

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COURSE QUALIFICATION SCHEME

Qualifi cation SchemeThe purpose of this topic is to help you understand the Qualifi cation Scheme, distinguish between the purposes of the two Intermediate streams, mention the included certifi cates and diplomas, and understand the different options for further training (not examinable).

There are three levels within the new scheme — a Foundation level, two Intermediate levels, and an Advanced level.

The Foundation level focuses on knowledge and comprehension to provide a good grounding in the key concepts, terminology, and processes of ITIL.

The new Intermediate level contains two streams, a Lifecycle stream and a Capability stream.

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Student | ITIL Intermediate Certifi cation Level | Course Introduction

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My Notes

The Lifecycle stream is built around the fi ve core Offi ce of Government Commerce (OGC) books: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

The Capability stream is built around four clusters:

Operational Support and Analysis: Event Management, Incident Management, Request Fulfi lment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management, and Application Management

PPO: Availability Management, Capacity Management, IT Service Continuity Management (ITSCM), Demand Management, Risk Management, and Information Security Management (ISM)

Release, Control, and Validation (RCV): Change Management, Service Release and Deployment Management, Service Validation and Testing, Service Asset and Confi guration Management, Knowledge Management, Request Fulfi lment, and Evaluation

Service Offerings and Agreements (SOA): Service Portfolio Management, Service Level Management (SLM), Service Continuity Management (SCM), Demand Management, Supplier Management, and Financial Management

Both Intermediate streams assess your comprehension and application of the concepts of ITIL. You will be able to take units from either of the Intermediate streams, giving you credits toward a diploma.

The Managing Across the Lifecycle course brings together the full essence of the Lifecycle approach to Service Management.

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After gaining the requisite number of 22 credits through your education at the Foundation, Intermediate, and Managing Across the Lifecycle levels, you will be awarded the ITIL Expert Qualifi cation. No further examination or course is required to gain the qualifi cation.

The Advanced-level diploma will assess your ability to apply and analyze the ITIL concepts in new areas.

Note: The ITIL Qualifi cation Scheme is not examinable and is intended as information only. According to the APM Group, this qualifi cation is subject to change.

COURSE AGENDA AND EXAM REQUIREMENTS

Course Prerequisites:For the Capability courses, there is no minimum experience requirement, but 2 to 4 years’ professional experience working in IT Service Management is highly desirable.

For the Lifecycle courses, there is no minimum experience requirement but basic IT literacy and around 2 years’ IT experience are highly desirable.

Useful Tips for Writing the Exam: Review the syllabus in your course material.

Use the syllabus to focus your study within the identifi ed chapters in the core ITIL books to prepare for these exams.

The exam is written to a depth where you not only need to have a strong core competency in the ITIL best practice, but you also need to be able to apply this knowledge in practical scenarios.

Read the question CAREFULLY.

Remember that there will be qualifi ers such as NOT and BEST.

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Student | ITIL Intermediate Certifi cation Level | Course Introduction

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My Notes

Make note of the unique business situation presented – this scenario may point you in the direction of the “best” answer from the list.

As far as possible, try to eliminate the incorrect distracter question by using your ITIL theory and assessment of the provided information.

Use your ITIL theory to assist with answering the question and selecting the best remaining answers from which to choose.

Because this exam is gradient marked, you will most likely fi nd very close similarities with the remaining answers.

If you are stuck on a question, skip it and move to the next one.

As you progress through the exam, you will pick up the rhythm of the structure and language of the questions.

When in doubt, guess – you will not lose marks for providing the wrong answer.

Note: Refer to the Workbook for the Course Agenda.

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Unit1Introduction to Service Transition

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Student | ITIL Intermediate Certifi cation Level | Introduction to Service Transition

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OverviewService Transition is required for all types of organizations because each organization displays some type of transition or the other. Service Transition works in conjunction with the other Lifecycle phases to deliver, manage, and support Services early in their Lifecycle.

However, Service Transition requires the effective use of management skills to manage knowledge, organization, and transition in all situations. Each Change can make or break an organization. As a result, Service Transition streamlines the transition process and makes the Changes effective and effi cient to minimize Risks and delays.

Service Transition does not end with the Service going live. It works in conjunction with Service Operations to support Services early in their Lifecycle.

Organizations must plan and have a strategy for Service Transition. For Service Strategy, the organization should decide the most appropriate approach to Service Transition based on the size and nature of the Services, the number and frequency of Releases required, and any special needs of users – for example, if a phased deployment is required over an extended period of time.

Learning ObjectivesThis unit discusses the Service Transition phase of the Service Lifecycle. It explains the purpose, goals, and objectives of Service Transition, the scope of and processes within Service Transition, its value proposition and composition, and the position of Service Transition within the Service Lifecycle.

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1.1 PURPOSE AND OBJECTIVESCore Guidance Reference — ST 1.1.1

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My Notes

To attain the objectives of Service Transition, organizations should know that many things need to take place during the Service Transition phase of the Lifecycle. These include:

“Planning and managing the capacity and resources required to manage service transitions Implementing a rigorous framework for evaluating service capabilities and risk profi les before new

or changed services are deployed Establishing and maintaining the integrity of service assets Providing effi cient repeatable mechanisms for building, testing and deploying services and releases Ensuring that services can be managed, operated and supported in accordance with constraints

specifi ed during the service design stage of the service lifecycle.”(Source: Service Transition book)

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1.2 Scope of and Processes Within Service Transition

1.1Purpose and Objectives

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1.2 SCOPE OF AND PROCESSES WITHIN SERVICE TRANSITION

Scope of Service Transition

Core Guidance Reference — ST 2.1

The diagram on the slide shows the scope of Service Transition, which includes:

Giving guidance on developing and improving capabilities for transitioning new and changed Services into live environments, which includes Release planning, building, testing, Change evaluation, and deployment.

Providing guidance on the retirement and transfer of Services between Service Providers.

Focusing on how to ensure that the requirements from Service Strategy, developed in Service Design, are realized effectively in Service Operation while controlling the Risks of failure and the subsequent disruption of Services.

The transitioning of Changes in the Service Provider’s Service Management capabilities, which will impact the ways of working, organization, people, projects, and third parties.

The central rectangle in the diagram shows the processes that are largely within the Service Transition stage of the Service Lifecycle. On the other hand, the smaller, darker rectangles in the diagram show the other stages of the Service Lifecycle that come before and after the Service Transition processes. Sam

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The scope of Service Transition includes:

“Managing the complexity associated with changes to services and service management processes

Allowing for innovation while minimizing the unintended consequences of change

Introducing new services

Changes to existing services, e.g. expansion, reduction, change of supplier, acquisition or disposal of sections of user base or suppliers, change of requirements or skills availability

Decommissioning and discontinuation of services, applications or other service components

Transferring services to and from other service providers.”

(Source: Service Transition book)

Service Transition provides guidance on transferring the control of Services. Some examples of transfer include:

Outsource Services to a new supplier. Transfer Services from one supplier to another. Insource Services from a supplier. Partially outsource some processes, for example, move to a partnership or co-sourcing

arrangement. Co-source or multisource Services, for example, multiple suppliers. Engage in a joint venture. Down-size, up-size (right-size), and off-shore Services. Mergers and acquisitions.

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Scope of Service Transition The diagram illustrates the scope of the Service Transition Lifecycle phase.

The scope of Service Transition includes:

Manage and coordinate processes, systems, and functions to package, build, test, and deploy a Release into production.

Ensure that all new or changed Services fulfi ll the requirements of customers and stakeholders.

You may also come across some Service Changes that are not included in Service Transition. For example, you may not perform activities related to Release, build, test, and acceptance planning when you transfer a set of Services from one organization to another.

Service Transition manages the testing of processes in the Service Lifecycle.

Example of Activities Not Included in the Service Transition Scope

Minor modifi cations to the production Services and environment. For example, replacement of a failed PC or printer or installation of standard software on a PC, server, or for a new user.

Ongoing Continual Service Improvement (CSI) that does not affect Services or the Service Provider’s capability to deliver Services. For example, Request Fulfi lment activities that are driven by Service Operations are not included in the Service Transition scope.

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My Notes

Processes Within Service Transition

Core Guidance Reference — ST 1.1.2

This chapter sets out the processes and activities on which effective Service Transition depends. These consist of both Lifecycle processes and those almost entirely contained within Service Transition. Each category is described in detail, setting out the key elements of that process or activity.

The two types of Service Management processes that Service Transition uses are:

Processes that support the Service Lifecycle: The processes include Change Management, Service Asset and Confi guration Management (SACM), and Knowledge Management, which are not only crucial for the Service Transition phase but also infl uence and support all Service Lifecycle phases.

Processes within Service Transition: The processes include Transition Planning and Support, Release and Deployment Management, Service Testing and Validation, and Change Evaluation. These processes are mainly focused on the Service Transition phase.

Service Level Management (SLM) enables you to meet customer expectations and manage them during Service Transition. Incident and Problem Management enable you to handle Incidents and Problems during testing, pilot, and deployment activities. However, some activities are not included in the Service Transition scope.

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1.3Value to the Business

1.2Scope of and Processes Within Service Transition

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1.3 VALUE TO THE BUSINESS

Value to the BusinessOrganizations should ensure that they select and adopt the best practices of Service Transition for their business to achieve valuable benefi ts. Some of the benefi ts of implementing and adopting Service Transition in an organization are listed on the slide.

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1.4Service Transition in the Service Lifecycle

1.3Value to the Business

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My Notes

1.4 SERVICE TRANSITION IN THE SERVICE LIFECYCLE

Purpose of Each Lifecycle Phase

Each phase in the Service Lifecycle has a purpose. For example, if there is no strategy, how does the Service Provider know that it is doing the right things and that there is a Return on Investment (ROI) for the customer?

If you do not have a design, how do you provide the right Utility and Warranty for your Services?

If you do not have transition, how are you managing Change, assessing Impact, conducting the appropriate level of testing, and so on?

If you do not have operation, how will you handle Incidents in a timely way, fi nd root causes, and so on?

And if you do not improve (CSI), how will you prevent your Services from degrading over time? In addition, IT will cease to contribute effectively to the business.Sam

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Linear View of the Circular Lifecycle The diagram on the slide shows the linear view of the circular Lifecycle. It shows where Service Transition fi ts in context with the other phases of the Lifecycle.

In the Service Lifecycle, Service Transition is positioned between Service Design and Service Operations. As a result, all major day-to-day operations and interfaces are within these stages. However, Service Transition also interfaces with other stages of the Service Lifecycle. These interactions are defi ned by the input and output that fl ow between the different stages.

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The Service Transition strategy defi nes the overall approach to organizing Service Transition and allocating resources. The aspects to consider are:

Purpose and objectives of Service Transition Context, for example, Service customer and contract agreement portfolio Scope – inclusions and exclusions Applicable standards, agreements, legal, regulatory, and contractual requirements:

o Internal standards o Interpretation of legislation, industry guidelines, and other externally imposed

requirements and standards o Agreements and contracts that apply to Service Transition

Organizations and stakeholders involved in transition: o Third parties, strategic partners, suppliers, and Service Providers o Customers and users o Service Management o Service Provider o Transition organization

Framework for Service Transition: o Policies, processes, and practices applicable to Service Transition, including process

Service Provider Interfaces (SPIs) o Integration with policies and methods used for program and project management o Roles and responsibilities o Transition resource planning and estimation o Transition preparation and training requirements o Release and Change authorization o Reusing the organization’s experience, expertise, tools, knowledge, and relevant

historical data Criteria:

o Entry and exit criteria for each Release stage o Criteria for stopping or restarting transition activities o Success and failure criteria

Identifi cation of requirements and the content of a new or changed Service: o Services to be transitioned with target locations, customers, and organizational

units o Release defi nitions o Applicable Service Design Package (SDP), including architectural design o Requirements for environments to be used, locations, organizational, and technical o Planning and management of environments, for example, commissioning and

decommissioning People:

o Assigning roles and responsibilities for all activities, including authorization o Assigning and scheduling training and knowledge transfer

Approach: o Transition model, including Service Transition Lifecycle phases o Plans for managing Changes, assets, confi gurations, and knowledge o Baseline and Change evaluation points o Confi guration audit and verifi cation points o Points where Change authorization is needed o Use of Change windows o Transition estimation, resource, and cost planning o Preparation for Service Transition o Change evaluation and Change authorization

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o Release planning, build, test, deployment, and Early Life Support (ELS) o Error handling, correction, and control o Management and control – recording, progress monitoring, and reporting o Service performance and measurement system o Key Performance Indicators (KPIs) and improvement targets

Deliverables from transition activities, including mandatory and optional documentation for each stage:

o Transition plans o Change Management and Service Asset and Confi guration Management (SACM)

plans o Release policy, plans, and documentation o Test plans and reports o Build plans and documentation o Change evaluation plan and report o Deployment plans and reports o Transition closure report

Schedule of milestones Financial needs, such as budgets and funding

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Summary of Unit 1

Introduction to Service TransitionUnit Roadmap Summary

Overview

Unit Learning Objectives

Overview of the Unit

Learning Objectives of the Unit

1.1 Purpose and Objectives

PurposeThe purpose of Service Transition is to ensure that new, modifi ed, or retired Services meet business requirements, as defi ned in the Service Strategy and Service Design phases of the Lifecycle.Objectives Two objectives of Service Transition are:

Plan and manage Changes in Services effi ciently and effectively. Manage new, changed, or retired Services Risks.

1.2 Scope of and Processes Within Service Transition

The scope of Service Transition includes: Manage and coordinate processes, systems, and functions to package, build, test, and

deploy a Release into production. Ensure that all new or changed Services fulfi ll the requirements of customers and

stakeholders.Processes Within Service TransitionThe two types of Service Management processes that Service Transition uses are:

Processes that support the Service Lifecycle: These include Change Management, SACM, and Knowledge Management.

Processes within Service Transition: These include Transition Planning and Support, Release and Deployment Management, Service Testing and Validation, and Change Evaluation.

1.3 Value to the Business

Two business values that Service Transition provides to the business are: It enables projects to estimate the cost, timing, resource requirements, and Risks

associated with the Service Transition phase more accurately. It results in a larger number of successful Changes.

1.4 Service Transition in the Service Lifecycle

In the Service Lifecycle, Service Transition is positioned between Service Design and Service Operations. As a result, all the major day-to-day operations and interfaces are within these stages. However, Service Transition also interfaces with other stages of the Service Lifecycle. These interactions are defi ned by the input and output that fl ows between the different stages.

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Unit2Service Transition Principles

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In the context of ITIL, “principles” refers to the policies and models that we use to guide the rest of IT service management.

Each organization needs to transition its designed Services into operations. Service Transition provides the required information to ensure that the Service Design solutions achieve their expectations. Consequently, each organization needs to follow some key Service Transition principles and implement common best practices to ensure the effective transition of Services. Service Transition principles are the same for all organizations. However, different organizations may modify the approach based on their requirements, size, distribution, culture, and resources.

Organizations can achieve this by improving and streamlining the Service Transition processes that a business organization uses to support the deployment of IT.

This unit discusses the key policies and best-practice principles that aid effective Service Transition. It also explains the concept of Service and the role of Utilities, Warranties, capabilities, and resources in delivering the Service.

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2.1 CONCEPT OF SERVICE TRANSITION PRINCIPLES

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OverviewService Transition provides guidance and process activities for transitioning Services to the operational environment. Service Transition includes the broader, long-term Change Management role and Release and Deployment practices. As a result, it considers the Risks, benefi ts, delivery mechanisms, and support of ongoing operational Services. It also provides guidance on designing and implementing the Service and ensures that the Service delivers in accordance with the planned strategy.

In addition, Service Transition manages the complexity of Changes to Services and Service Management processes and prevents undesired consequences while allowing innovation. It also transfers control of Services between customers and Service Providers.

Service Transition PrinciplesCore Guidance Reference — ST 3.1, 3.1.1

Service Transition principles help you understand what a Service is and how the Service enables you to improve the business value of an organization. These principles are the foundation of Service Transition and are evolved and strengthened with the help of Service Strategy considerations.

ITIL defi nes Service value within a business environment as consisting of customers and contracts. The diagram illustrates the assets of the Service Provider used to deliver Services to the business and customers.

The Service Provider or organization owns and controls various tangible and intangible assets. The organization then converts these assets into Services that the customers can use. When converting resources into Services, the organization uses knowledge, skills, experience, processes, systems, and technologies. These resources are intangible assets called capabilities.

A C T I V I T Y T I M E

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Assets

Core Guidance Reference — ST 3.1.1

The increase in the performance of customer assets and removal of Risks from the Service can provide value to a Service. An organization provides Services to deliver value to customers. On the other hand, a Business Unit may also use Services to deliver value to one or more Business Units or its subunits. The Business Units that deliver these Services are known as Service Providers or Service Units and those that use the Services are known as customers or Business Units.

Another term used to refer to assets is capabilities or resources, depending on the context in which the organization is using the assets.

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My Notes

Utility and Warranty

Core Guidance Reference — ST 3.1.2

Let us now understand the concepts of Utility and Warranty. These concepts are important to understand the customer’s perspective of Service value.

Utility is the functionality that a product or Service offers to meet a particular need. Utility is often summarized as “what it does.”

Warranty, on the other, is a promise or guarantee that the Service will be available and meet customer expectations. Although the characteristics of Warranty listed on the slide are valid for all the Services of an organization, one characteristic may be considered more critical than the others in specifi c situations. However, in most situations, the important value proposition for Services is high availability, continuity, and security.

In other words, Utility is what the customer gets and Warranty is how it is delivered.

Example of the Use of UtilityA good example of the use of Utility is in the lending division of a bank. The Utility of a credit-check Service of the lending division of a bank allows the lending process, which can be considered a customer asset, to decide the creditworthiness of borrowers. This Utility also ensures that the bank approves loan applications quickly, with minimum Risk from the borrowers.

Another example is the installation of the kiosk machine at the Royal Hotel. The kiosk allows the hotel guests to check-in and check-out of the hotel anytime without the hassle of standing in long queues during peak season.

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