SERVICE TRANSITION

By
Kiruthika Sankaranarayanan

For L&T InfoTech

5/5/16

Service Transition Scale

Service Transition
Service Transition
Service Transition
Service Transition
Service Transition
business

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Scope
Goals
Objectives
-Value to

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Service Transition

Service Transition focuses on the

broader, long-term change
management role and release
practices

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Service Transition -Value

to business

Integrate/align new or changed services with

the customers business
Ensure that the changed service can be used in
a way that maximizes value to the business
operations

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Key Principles & Models

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Service Transition Keys

Service Change
7 Rs of Change Management
Configuration Management
System
Service V Model
Service Knowledge Management
System

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7 Rs of Change Management

For proper impact, benefit, risk assessment,

answer these 7 questions:
1.Who RAISED the change?
2.What is the REASON for the change?
3.What is the RETURN required from the change?
4.What are the RISKS involved in the change?
5.What resources are REQUIRED to deliver the
change?
6.Who is RESPONSIBLE for the build, test and
implementation of the change?
7.What is the RELATIONSHIP between this
change and other changes?

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Configuration Management
System(CMS)
e.g. Service CI includes details like

supplier, underpinning contracts, etc.

Maintains relationships between all
service components and related
Incidents, Problems, Known Errors
Asset data in CMS is CMDB data
Data used by other service
management processes

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Configuration Management
System

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Service V model

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Service Knowledge
Management System
(SKMS)

Data repository which contains

knowledge of services provided and
includes data from the Configuration
Management Database (CMDB) and
Configuration Management System
(CMS)
Also includes information on:
Experience of staf
Records of peripheral matters
Supplier and partners requirements, abilities

and expectations
Typical and anticipated user skill levels

Supports informed decision making

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Service Knowledge Management

System (cont.)

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Processes

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Service Transition Processes

Change Management
Service Asset & Configuration
Management
Release and Deployment &
Management
Service validation and testing
Evaluation
Knowledge Management
Transition Planning and Support

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Service Transition Processes

(Cont.)

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Service Asset & Configuration

Management (SACM)
Configuration Management

maintaining information about

configuration Items required to deliver
an IT service, including their
relationships
Asset Management -tracking and
reporting the value and ownership of
financial assets throughout their
lifecycle

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Release & Deployment

Management
Release Management -responsible for

Planning, scheduling and controlling

the movement of Releases to Test and
Live Environments
Deployment -activity responsible for
movement of new or changed
hardware, software, documentation,
Process, etc to the Live Environment

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Evaluation
Evaluation is 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, paid
for, etc.
Purpose:
To provide a consistent and standardized means
of determining the performance of a service
change in the context of existing and proposed
services and IT infrastructure
Actual performance of a change is assessed
against its predicted performance and any
deviations between the two are understood and
managed

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Knowledge Management

Who is currently using their services

The current states of consumption
Service delivery constraints
Difficulties faced by the customer in
fully realizing the benefits expected
from the service

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Transition Planning & Support

Process to plan appropriate

capacity and resources to
package a release, build,
release, test, deploy and
establish the new or changed
service into production

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Change Management

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Objectives

Purpose of change management

is to ensure that:
Standardized methods and procedures

are used for efficient and prompt

handling of all changes
All changes service assets and
configuration items are recorded in
the configuration management system
Over all business risk is optimized

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Scope

Change management covers

changes to base lined service
assets and configuration items
across the whole lifecycle

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Scope (Cont.)

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Basic concepts

Basic things Within the change

management that support the
efective execution includes:
Policies
Design and plan considerations
Types of change request
Change process models and workflows
Standard changes

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Example Change Flow

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Key metrics

Dashboard Approach
Reporting on ratio of changes

implemented to RFCs received

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Service Asset and Configuration

Management

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Basic concepts

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Process Activities

Asset & Configuration Management

Management & Planning
Configuration Identification
Configuration Control
Status accounting & reporting
Verification & Audit

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Configuration Management
Activity Model

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Configuration Identificationexample 1

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Configuration Identification-example

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Release and deployment

Management

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Release and deployment

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scope

Processes, systems and functions to

package
Build, test and deploy a release into
production and establish the service
specified in the service design
package before final handover to
service operations

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Basic concepts

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Roles

Process owner
Process owner is responsible for

ensuring that all activities defined

within the process are undertaken

Service owner
Service owner is responsible to the

customer for the initiation, transition

and ongoing maintenance and
support of a particular service

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Process Owner roles

Defining the process strategy

Assisting with process design
Ensuring that appropriate process
documentation is available and current
Defining appropriate process documentation ia
available and current
Periodically reviewing the process strategy to
ensure that it is still appropriate
Periodically auditing the process to ensure
compliance to policy and standards
Communicating process information or
changes as appropriate to ensure awareness

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Service Owner roles

To act as prime customer contact for

all service-related enquiries and
issues
To ensure that the ongoing service
delivery and support meet agreed
customer requirements
To identify opportunities for service
improvements discuss with the
customer and raise the RFC for
assessment if appropriate
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Tools

Knowledge Management tools

Collaboration
Configuration Management system

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THANK YOU
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