ITIL Service Transition

ITIL Service Transition

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ITIL Service Transition is the third stage in ITIL v3 lifecycle-based model which focuses on transitioning services from design stage to operations stage.

ITIL service transition process

ITIL service transition has the processes as mentioned below:

  • Change management
  • Change evaluation
  • Release and deployment management
  • Service asset & configuration management
  • Knowledge management
  • Transition planning and support
  • Service validation and testing

Change management:

Defines a standard procedure for managing the lifecycle of change requests, which can be categorized into phases as registration & categorization, risk and impact assessment, approval and deployment. Changes are generally categorized into normal, standard and emergency changes.

Release and deployment management:

Defines a standard procedure for managing the lifecycle of release requests, which can be categorized into phases as planning, build and test, deployment, early life support and closure. Release types can be categorized into two types as big-bang & phased approach.

Knowledge management:

Defines a standard procedure for creating and managing the knowledge articles, which can be categorized into phases as creation, editorial review, technical review and publish.

Service asset and configuration management:

Defines a standard procedure for managing the lifecycle of CI’s, which can categorized into phases as management and planning, CI identification, CI control, CI status accounting and reporting, and CI verification and audit.

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Transition planning and support:

Defines a standard procedure for planning and coordinating the resources needed for transition.

Service validation and testing:

Defines a standard procedure for validating and testing, here different types of testings are performed based on the scope of the services.

Change evaluation:

Defines a standard procedure for evaluating the changes.

ITIL service transition ensures the testing is done thoroughly, on the designed and developed services in service design stage.

Objectives:

  • Ensure thorough planning, coordination of resources and capabilities while transitioning the designed services.
  • Ensure thorough risk and impact analysis, testing, deployment, and early life support for the transitioned services.
  • To prepare enough number of knowledge and reference materials for the new or changed services.
  • To ensure all the new and changed services and its associated CI’s are updated in the CMDB.

Inputs:

  • SDP

Outputs:

  • Test plans & results
  • Updated CMDB
  • Approved changes
  • Deployed releases
  • Published knowledge articles

Roles and Responsibilities

Primary roles needed for service transition are:

  • Process owners
  • Change manager
  • Change analysts
  • Release and deployment manager
  • Build and test analyst
  • Service validation and test manager
  • Knowledge manager
  • Knowledge analysts
  • Service asset and configuration manager
  • Service asset and configuration analysts
  • Transition planning and support manager

Process owner:

  • Define the Business Case for the respective process
  • Ensure end-to-end responsibility for the respective process
  • Ensure that the respective process is fit-for-purpose
  • Ensure that there is optimal fit between people, process and technology
  • Ensure that proper Key Performance Indicators (KPIs) are set
  • Ensure that reports are produced, distributed and used

Process manager:

  • Ensure that the respective process is conducted correctly
  • Ensure that the process KPIs are met
  • Ensure that the process operates effectively and efficiently
  • Ensure that process management staff are empowered in their jobs
  • Ensure that process, procedure and work instruction documentation is up-to-date

Process analyst:

  • Be the operational process executer for his or her specific IT service, technology platform, or organizational entity
  • Enter all relevant details into the change/CI/ release/ etc record and ensure that this data is accurate
  • Ensure that the process is used correctly within all departments
  • Be informed of the objectives and activities of all support groups
  • Ensure correct closure and evaluation of change/ release / knowledge/ etc.

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