ITIL

Service Transition
Processes

1
 Service Transition
Lifecycle Stage

Service Transition

2
ITIL

Change Management
Process

3
 Definition

The Change management process is responsible

for controlling the lifecycle of all changes. The
focus of Change Management is on service
change.
Service Change is defined as the addition,
modification, or removal of a planned or
supported service, service component, or
associated documentation.
Changes are either proactive and planned in
advance, or reactive and managed in
accordance with business impact.
4
 Objectives

The primary objective of Change

Management is to enable beneficial
Changes to be made with minimum
disruption to IT Services.
Change Management ensures that changes
are done in a controlled manner.
Changes must be recorded, evaluated,
authorized, prioritized, planned, tested,
implemented, documented, and reviewed.
5
 Lifecycle Scope of
Change Management
Continual Service Improvement

Service Service Service

Strategy Design Plan Build Service Plan & Transfer, Review & Operations
and and test testing prepare deploy, close
prepare & pilots to retire service
release deploy transition

Early Life Support

Release and Deployment Management

Change Management

Service Asset and Configuration Management

Point of Update to
RFC and Baseline
6
 Value to the Business

Change Management enables the service provider to add value to the

business by:
• Supporting reliability and business continuity by
– Reducing the number of change related Incidents that have a negative
impact on the business.
– Enhancing control over the IT infrastructure
– Relevant quality reporting on information related to changes
• Providing considerable cost and time saving through efficient, well
structured, and planned changes and releases that increase user,
business and IT productivity
– Changes can occur within a quicker time frame with lower impact
• Liaising with the business change process to identify opportunities
for business improvement
• There are considerable cost savings and efficiencies to be gained
from well structure and planned changes

7
 Design and Planning
Considerations
Continual Service Improvement

Service Service Service

Strategy Plan Build Service Plan & Transfer, Review & Operations
Design
and and test testing prepare deploy, close
prepare & pilots to retire service
release deploy transition

Early Life Support

Release and Deployment Management

Change Management

Service Asset and Configuration Management

Point of Update to
RFC and Baseline
8
 Change Type Matrix
Example
Type of RFC Service Service Service Service Continual
Strategy Design Transition Operation Service
Improvem’t

Service Yes
Portfolio

Service Yes Yes Yes Yes Yes

Project Yes Yes Yes
Change
Proposal
User Access Yes
Request

Operational Yes
Activity
(such as
tuning and
planned
maintenance)
9
 Change Model
Example
Create RFC

Record the RFC

Change proposal
(optional) Review RFC

“Normal” Assess and

evaluate

Change change

Authorize
Model RFC or Change
proposal
Authorize and
schedule Change

Co-ordinate change
implementation:
- Plan updates
- Build change
-Test change
- Implement change

Review and
Evaluation close change
report record

10
 Process Activities

• Planning and controlling changes

• Change and release scheduling
• Communications
• Change decision making and change
authorization
• Ensuring there are remediation plans
• Measurement and control
• Management reporting
• Understanding the impact of change
• Continual improvement

11
 Normal Change Model
Change record status
Create RFC
1.Record RFC

Update change and configuration information in CMS

Change proposal requested
(optional) 2.Review RFC
ready for evaluation
3. Assess and
evaluate
change
Work orders
ready for decision
Authorize
4. Authorize and
RFC or Change
schedule Change
proposal
authorized
5. Co-ordinate change
implementation:
- Plan updates scheduled
- Build change
-Test change Work orders
- Implement change

implemented
6. Review and
Evaluation close change
report record
closed

12
 Evaluating a Change

The Seven Rs of Change Management

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?
13
 Assessing a Change
Impact and Risk Categorization Matrix
Impact \ Risk Minor (1) Significant (2) Major (3)

Low (1) 1+1 = 2 1+2 = 3 1+3 = 4

Medium (2) 2+1 = 3 2+2 = 4 2+3 = 5

High (3) 3+1 = 4 3+2 = 5 3+3 = 6

Change Authorization Model

Change Local ECAB IT Management Senior Board
Authority Authorization CAB Board
Level Change Manager

Risk 2 3,4 5 6
Category

14
 Authorize and
Schedule Change
Communications Communications of Change Examples of configuration
of decisions, escalation for RFCs, authority level impacted
and actions risks, and issues

Change has
Level 1 Senior board
high
cost and risk

IT Change impacts
Level 2 management board multiple services or
organizational divisions

Change impacts
CAB or
Level 3 only local or
ECAB
service group

Local authorization
Level 4 Standard change
or change manager

15
 Roles and
Create RFC
Responsibilities
Roles and Responsibilities
Record the RFC Initiator of RFC
Change proposal
(optional) Review RFC Change
Manager

Assess and
evaluate
change Change

Stakeholders
Manager
Authorize
Authorize and Change
RFC or Change CAB ECAB
schedule Change authority
proposal

Co-ordinate change Change Senior Board

implementation: Manager
- Plan updates
- Build change
-Test change
- Implement change

Review and
Evaluation close change
report record

16
 Challenges
Change Management activities involve all Service lifecycle stages. The
challenges include:
• The inherent differences among the legacy systems, new technology and
human elements that result in unknown dependencies and are risky to
change
• Achieving a balance between maintaining a stable production
environment and being responsive to the business needs for changing
the services
• Developing a culture that encourages people to collaborate and work
effectively together and developing an atmosphere that fosters the
cultural shifts necessary to get buy-in from people.
• Understanding the different stakeholder perspectives that underpin
effective risk management within an organization
• Understanding, and being able to assess, the balance between managing
risk and taking risks as it affects the overall strategy of the organization
and potential miss-match between project risks and business risk

17
 Pop Quiz
4 What is the role of the Emergency Change Advisory Board
(ECAB)?
a) To assist the Change Manager in ensuring that no urgent
Changes are made during particularly volatile business
periods
b) To assist the Change Manager in implementing Emergency
Changes
c) To assist the Change Manager in evaluating Emergency
Changes and to decide whether the Change should be
approved
d) To assist the Change Manager in speeding up the Emergency
Change Process so that no unacceptable delays occur

Answer: c
18
 Pop Quiz

19 Which of these is NOT a type of change?

a) Standard Change
b) Normal Change
c) Urgent Change
d) Emergency Change

Answer: c
19
ITIL

Release and Deployment

Process

20
 Definition

Release and Deployment Management is

responsible for both Release Management and
Deployment activities.
Release and Deployment Management will build,
test and deliver the capability to provide the
services specified by Service Design that will
accomplish delivery of the stakeholders’
requirements and intended objectives.
Release and Deployment Management focuses on
assessing both technical and non-technical
aspects of a Release.
21
 Goals

The goal of release and deployment

management is to deploy Releases into
production and enable effective use of the
service in order to deliver value to the
customer. Releases should be under the
control of the Change Management process
and may consist of any combination of
hardware, software and documentation CIs.
All Releases should make use of the
controlling processes Change Management
and of Service Asset and Configuration
Management.

22
 Lifecycle Scope of
R&D Management
Continual Service Improvement

Service Service Service

Strategy Design Plan Build Service Plan & Transfer, Review & Operations
and and test testing prepare deploy, close
prepare & pilots to retire service
release deploy transition

Early Life Support

Release and Deployment Management

Change Management

Service Asset and Configuration Management

Point of Update to
RFC and Baseline
23
 Value to the Business

• Delivering change, faster and at both optimum

cost and minimized risk
• Assuring that customers and users can use the
new or changed service in a way that supports
the business goals
• Improving consistency in implementation
approach across the business change, service
teams, suppliers and customers
• Contributing to meeting auditable requirements
for traceability through the Service Transition
stage

24
 Release Package
Deployment
Acquire Service
Service
Package or
Design release
Test build environment

Plan deployment of
release package Prepare

Deploy
service
component
Prepare Prepare Prepare Prepare

Assure
completion
Deploy Deploy Deploy Deploy
service service service service
component component component component

Assure Assure Assure Assure

completion completion completion completion
Assume deployment of
service package or
release

Operations

25
 Release Options

Big Bang v. Phased

• Big-Bang Approach: the new or changed
service is deployed to all user areas in one
operation.
• Phased Approach: the new or changed
service is deployed to a part of the user
base initially, and then this operation is
repeated for subsequent parts of the user
base via a scheduled roll out plan.
26
 Release Options
Push and Pull
• Push Approach: the new or changed service is deployed to users at
a time not of their choosing. A Push approach is used where the
service component is deployed from the centre and pushed out to
the target locations.
• The big-bang or phased approaches are “push approaches.

• Pull Approach: the new or changed service is deployed to users at a

time of their choosing. A pull approach is used for software releases
where the software is made available in a central location, but users
are free to pull the software down to their own location at their own
time or when their workstation restarts.
• The use of ‘pull’ updating of a release over the internet has made
this concept significantly more pervasive.

27
 Release Options
Automation v. Manual
• Automated Approach: the new or changed service is
deployed by automation methods to users.
• Automation will help to ensure repeatability and
consistency, but may not be time and cost effective to
develop such methods.

• Manual Approach: the new or changed service is

deployed by manual methods to users.
• Where automation can not be used or is not feasible,
manual methods to release and deploy must be used.

28
 Release Options

Combinations of All Approaches

• Combinations of all approaches may also
be adopted.

29
 Release Units

A release unit is a set of CIs that are

normally released together.
The aim of defining release units is to decide
the most appropriate release-unit level for
each service asset or IT component, such
as delta release, full release, and package
release.

30
 Def. Media Library &
Def. Spares Store
The Release and Deployment Management
process is responsible for providing and
controlling the physical storage for all authorized
media (the Definitive Media Library - DML) and
hardware spare parts (Definitive Spares store).
All information related to the DML and Definitive
Spares must be maintained in the Configuration
Management System (CMS).

31
 Service V Model for
Testing
Define Validate service
Level 1 Service Review
customer/business packages, offerings
requirements Criteria and Plan and contracts

Level 2 Define service Service Acceptance Service

requirements Criteria and Plan acceptance test

Design service Service Operational Service operational

Level 3
solution Criteria and Plan readiness test

Design service Service Release Test Service release

Level 4
release Criteria and Plan package test

Develop service Component and

Level 5 solution assembly test

Levels of Service
configuration component
build and Deliveries from
and testing internal and
test
external suppliers
Baseline capture point
Internal and
external suppliers 32
 Roles and
Responsibilities
Release and Deployment Manager
• The Release and Deployment Manager
will report to the Service Transition
Manager
• Is responsible for the planning, design,
build, configuration, testing, and creation
of the release package for (a) the delivery
of a Service or (b) the change to a
Service.
33
 Roles and
Responsibilities
Release Teams
• For Major releases with significant
increased functionality, the release
manager builds a release team to manage
the release activities.

34
 Roles and
Responsibilities
Release Packaging and Build Manager
• Release Packaging and Build Manager
controls the flow of work to deliver both
applications and infrastructure that meet
Service Design requirements.

35
 Roles and
Responsibilities
Deployment Manager
• The Deployment Manager is responsible
for rollout activities.

36
 Pop Quiz
1 What does the 'Service V model' represent?
a) A strategy for the successful completion of all service
management projects
b) The path to Service Delivery and Service Support for
efficient and effective utilization of resources
c) Levels of testing required to deliver a Service Capability
d) The business perspective as perceived by the customer
and the user of services

Answer: c
37
 Pop Quiz
30 The following options are considered within which
process?
1. Big Bang vs Phased
2. Push and Pull
3. Automated vs Manual

a) Incident Management
b) Release and Deployment Management
c) Service Asset and Configuration Management
d) Service Catalogue Management

Answer: b
38
ITIL

Service Asset and

Configuration Management
(SACM) Process
39
 Definition

The Service Asset and Configuration

Management process manages the
service assets of the organization in order
to support all other service management
processes.

40
 Objectives

The objective is to define and control the

components of services and infrastructure and
maintain accurate configuration records. This
enables an organization to:
• Comply with corporate governance requirements
• Control its asset base
• Optimize its costs
• Manage change and releases effectively
• Resolve incidents and problems faster
41
 Value to the Business

The value of Service Asset and Configuration Management is

derived from the visibility of accurate representations of a
service, release, or environment that enables:
• Better forecasting and planning of changes
• Changes and releases to be assessed, planned and delivered
successfully
• Incidents and problems to be resolved within the service level
targets
• Service levels and warranties to be delivered
• Better adherence to standards, legal and regulatory obligations
(less non-conformances)
• More business opportunities as able to demonstrate control of
assets and services
• Changes to be traceable from requirements
• The ability to identify the costs for a service

42
 Change and Config.
Management Policies
Change Management

1.Raise & 2.Assess 3.Approve 4.Co-ordinate 5.Review 6. Close

record change or reject change change change
change change implement’n
request

Release and deploy

new/changed CIs

Configuration Management

Capture Check
Reports Identify Update Audit
release and records
& audits affected records items
items environment updated
baselines

Configuration Management System (CMS)

43
 Service Asset vs
Config. Management
Asset Management
• Covers service assets across the whole Service Life
Cycle
• It provides a complete inventory of assets and who is
responsible for their control

Configuration Management
• Provides a logical model of services, assets and IT
infrastructure by recording the relationships between
service assets and Configuration Items (CIs)
• This ensures that selected components of a complete
service or product (the configuration) are identified,
baselined, maintained, and that changes to them are
controlled

44
 Physical Relationships
in the CMDB
Attribute
Serial Number Relationship
Location Connected To
Model Number

CI Level
250 Gb HDD
Configuration Item (CI)
PC’s, Servers, Printers, Scanners, HDD’s

HDD HDD

45
 Logical Model of the
CMS

CMS Interface
HR Asset Database
Database

KE Database Incident Control CMDB

System

46
 Baselines and
Snapshots
Configuration Baseline
• A configuration baseline is the configuration of a service, product or
infrastructure at a specific point in time that has been formally
reviewed and agreed upon. Thereafter, the baseline serves as the
basis for further activities that can only be changed through formal
change procedures.
• The configuration baseline captures the structure, contents and
details of a configuration and represents a set of configuration items
that are related to each other.
Snapshot
• A snapshot of the current state of a configuration item or of an
environment. This snapshot is recorded in the CMS and remains as
a fixed historical record at a point in time (also referred to as a
footprint).
• A snapshot exists mostly for historical reference and is not usually
formally reviewed.

47
 Service Knowledge
Management System
Presentation Layer
Change and Asset Technical Service
Release Management Configuration Desk View
View View View

Search, Browse, Store, Retrieve, Update, Publish, Subscribe, Collaborate

Knowledge Processing Layer

Query, Analyze, Report, Modelling, Forecasting, Budgeting, Alerting

Information Service Knowledge Base

Integration
Layer Service Service Service
Integrated
Portfolio Catalog Models
CMDB

Data and DML1 CMDB1 KEDB

Information
Sources and DML2 Asset
CMDB2 DB
Tools

HRDB
48
 Relationship Between
CMDB, CMS & SKMS

Service Knowledge
Management System (SKMS) Decisions

Configuration Management System (CMS)

Configuration Management
Databases (CMDBs)

49
 Roles and
Responsibilities
Service Asset Manager
The Service Asset Manager has the following responsibilities:
• Evaluates existing Asset Management systems and their design
• Manages the evaluation and procurement of Asset Management
tools
• Manages the Asset Management plan, principles, processes and
their implementation
• Ensures assets are uniquely identified with naming conventions and
that convention is followed
• Proposes and/or agrees interfaces with Change Management,
Problem Management, Network Management, Release
Management, computer operations, logistics, finance and
administration functions
• Plans population of the Asset DB. Manages the Asset DB, central
libraries and tools. Ensures regular housekeeping of the Asset DB

50
 Roles and
Responsibilities
Configuration Manager
The Configuration Manager has the following responsibilities:
• Evaluates existing Configuration Management systems and their
design
• Manages the evaluation and procurement of Configuration
Management tools
• Manages the Configuration Management plan, principles, processes
and their implementation
• Ensures CIs are uniquely identified with naming conventions and that
convention is followed
• Proposes and/or agrees interfaces with Change Management,
Problem Management, Network Management, Release Management,
computer operations, logistics, finance and administration functions
• Plans population of the CMS. Manages CMS, central libraries, tools,
common codes and data. Ensures regular housekeeping of the CMS

51
 Roles and
Responsibilities
Configuration Analyst
The Configuration Manager has the following
responsibilities:
• Proposes scope of the Asset and Configuration
Management processes, functions, the items to be
controlled, and the information to be recorded
• Trains Asset and Configuration Management specialists
and other staff in Asset and Configuration Management
principles, processes and procedures
• Creates Asset and Configuration Management
processes and procedures
• Liaises with the Configuration Administrator / Librarian
on population of the Asset and CMS

52
 Roles and
Responsibilities
Configuration Administrator / Librarian
The Configuration Administrator / Librarian is the
custodian and guardian of all master copies of
CIs including software, assets, and
documentation.
The major tasks of this role are:
• To control the receipt, identification, storage,
and withdrawal of all supported CIs
• To provide information on the status of CIs
• To number, record, store and distribute Asset
and Configuration Management issues
53
 Roles and
Responsibilities
CMS / Tools Administrator
The CMS / Tools Administrator have the following responsibilities:
• Evaluates Asset and Configuration Management tools and
recommends those that best meet the organization’s budget,
resource, timescale and technical requirements. Directly or indirectly
customizes proprietary tools to produce effective Asset and
Configuration Management environments in terms of databases and
software libraries, workflows and report generation.

• Liaises with the Configuration Analyst and Administrator / Librarian

on population of the Asset and CMS. Provides technical
administration and support for Asset and CMS, central libraries,
Tools common codes and data. Undertakes regular technical
housekeeping of the Asset and CMS

54
 Roles and
Responsibilities
Configuration Control Board
The Configuration Control Board is required to ensure that
the intention and policies of Configuration Management
are employed throughout the Service Management Life
Cycle.
The board will have the following responsibilities:
• Defining the Service Baseline in terms of applications,
information, Service, technical, infrastructure, core and
support services ensuring that they meet the
requirements established in the Service Design
• Reviewing changes in the service configuration for
compliance with contractual and internal requirements

55
 Pop Quiz
25 The goal of Service Asset and Configuration
Management is to?
a) Account for all the financial assets of the
organization
b) Provide a logical model of the IT Infrastructure,
correlating IT services and different IT components
needed to deliver the services
c) Build service models to justify ITIL implementations
d) Implement ITIL across the organization

Answer: b
56
 Pop Quiz
74 What statement best describes the relationship
between the Service Knowledge Management
System (SKMS), the Configuration Management
Database (CMDB), and the Configuration
Management System (CMS)?
a. SKMS is a subset of the CMS
b. CMDB contains the CMS which makes up the SKMS
c. SKMS is comprised of the CMS
d. CMDB is a subset of the CMS which is a subset of the
SKMS

Answer: d
57
 Exercise
The LITI organization has just completed their corporate strategy session
with stakeholders from all lines of business in the organization. They
have identified key strengths and opportunities around their
capabilities to develop and support on line self-service systems. To
take advantage of their core capabilities and meet business demands
they have decided to offer their new Online HR Self Service system to
their corporate customers. This new service will include global
deployment of the new system which will be accessible to all
customers across the globe including India, US, Canada, UK and
South Africa.
Service Transition Lifecycle:
• Based on what you have learned so far, what are the key processes in this
ITIL stage that are impacted by this new service?
• Brainstorm and provide a list of components and deliverables for each of
the Service Transition processes for this new HR Service.

58
 Change Management
• Request for Change types and Change Models:
– Service Change
– Normal Change
– Standard Change
– Emergency Change
• Change Control procedures
• Configuration Management System
• Change Classifications (7 “Rs” of change)
– Impact and Risk Assessment
– Categorization
– Prioritization
• Authorization and Scheduling
– Change Advisory Board,
– Senior Board,
– Emergency Change Advisory Board
– Forward Schedule Of Changes
• Change Plan
• Build Plan
• Test Plan
• Back-out and Remediation Plans
• Release and Deploy Plan
• Post Implementation Review

59
 Release and Deployment
Management

• Release Plans (deployment and rollout plans)

• Deployment Plans (Big Bang v. Phased)
• Rollout Plans (details of Phased approach)
• Release Unit (PeopleSoft Benefits system and User Training
module)
• Delta Release (Microsoft Internet Explorer x.x patch 1.1)
• Full Release (Microsoft Internet Explorer x.x and patch 1.1)
• Release Package (PeopleSoft Benefits, User Training module,
Microsoft Internet Explorer x.x and patch 1.1)
• Definitive Media Library
• Definitive Spares Store
• Release Test Plans
• Service V-model

60
 Service Asset and
Configuration Management

• Service Assets (experienced PeopleSoft developers)

• Configuration Item (PeopleSoft user guide)
• Attributes (PeopleSoft user guide version number )
• Configuration Management Database (CMDB)
• Configuration Management System (CMDB, KEDB,
Asset DB, HRDB)
• Service Knowledge Management System (CMDB,
KEDB, Asset DB, HRDB, management reports and
views)
• Configuration Control Board

61