Service Transition

VA Associates brings together People, Process and Technology in alignment with clients' business needs and goals to assist in the design of their Service Management Strategy, with Information Technology Infrastructure Library (ITIL) practices at the core of continual process improvement.

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
  • Knowledge Management
  • Service Operation

  • 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).