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Service Transition
Service Transition provides guidelines for the development and
improvement of new or existing services. It also provides a set
of best practices in the following areas: transition planning
and support, change management, service asset and configuration
management, release and deployment management, service
validation and testing, change evaluation, and knowledge
management.
- Change Management
- Service Asset and Configuration Management
Change Management:
The name describes the purpose,
to ensure that any changes made to infrastructure are recorded
and prioritized in a formal and structured manner. Key
activities include: Recording the request for change, Evaluate
the request for change, Prioritize the request, Authorize the
change after review by a Change Advisory Board (CAB), Plan the
change, Test the change, Implement the change.
ITIL V3 introduced the ability to categorize changes into
emergency, standard, and normal. As its name suggests, an
emergency change takes an accelerated path with a review by an
emergency CAB rather than the normally-scheduled CAB. A standard
change is one that is considered safe and therefore
pre-authorized. Normal changes are subjected to a scheduled CAB
review and approval process. ITIL also includes a back-out plan
in case the change fails. In our view, Change Management is one
of if not the most important aspect of all the ITIL processes
and we recommend the use of a tool such as ServiceNow to
automate as much of the process as possible.
Service Asset and Configuration Management:
The Configuration Management Database (CMDB) is central to
Service Asset and Configuration Management and is made of
Configuration Items (CI), which may be routers, switches,
servers, etc.ITIL’s Service Asset and Configuration Management
offers a logical model of an organization’s infrastructure by
identifying, controlling, maintaining, and verifying versions of
all the organization’s CIs to support other Service Management
processes. |
Knowledge Management:
The purpose of Knowledge Management is to ensure that the right
person possesses the right knowledge at the right time to
deliver and support the services that are required by the
business. With Knowledge Management, a company has more
efficient services with improved quality, clear and common
understanding of the value provided by services, and relevant
information that is always available.
Service Operation:
Service Operation delivers agreed-to service levels to everyone
involved in service delivery. Service Operation is concerned
with providing a stable day-to-day operational environment
covering changes in demand, design, scope, or service levels.
These agreed-to service levels are documented in the form of
Service Level Agreements (SLA). |
