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Continual Service
Improvement
Service
Operation
Service Transition
Service
Service
Design
Design
Service
Service
Strategy
requirements
ITIL
SERVICE
TRANSITION
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ST will ensure that the design will deliver the intended strategy and that it
can be operated and maintained effectively.
ST is concerned with managing change, risk & quality assurance and has
an objective to implement service designs so that service operations can
manage the services and infrastructure in a controlled manner.
Main Influencers:
Customers, Service owners, support staff.
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Near 80% of incidents are caused by failed changes and activities within IT
Stability
Improved Quality
Increased Efficiency & Effectiveness
Reduced IT Costs
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ST Key Terms
Change : The addition, modification or removal of anything that could have an effect on
IT Service; scope should include all IT services, Configuration Items, Processes,
documentation, etc
Configuration Item (CI) : Any component that needs to be managed in order to deliver
an IT service
Configuration Management System (CMS) : A set of tools and databases that are
used to manage an It Service Providers configuration data
Definitive Media Library (DML) : One or more locations in which the definite and
approved versions of all software Configuration Items are securely stored
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ST Key Terms
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ST - Activities
Communications:
Service Transition must take on communication piece to ensure that the business, the end
user community and the IT staff are all aware of the services available, why they are
important, how they interrelate with and impact other services, and how they are supported.
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ST - Processes
Change Management
Evaluation
Knowledge Management
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Purpose :
Plans and coordinates the resources to move a new or changed service into
production within the predicted cost, quality and time estimates.
Goal :
Manage the planning & coordination of resource to meet requirements.
Objectives :
Ensure adoption of a common framework for making changes.
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Change Management
Goal
To ensure that standardized methods and procedures are used for efficient
and prompt handling of all Changes, in order to minimize the impact of
Change-related Incidents
Benefits
Time spent on preparation and prevention rather than fire fighting and
downtime
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An organization needs to ensure that appropriate procedures and forms are available
to cover the anticipated requests.
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Standard Change
Example
Installing workstation software from an proved list.
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Accept Change
Validate Initiator
Validate Change
Record
Register Request for Change
Full History of Change
Logging
Unique Identification
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Impact
Business Operations
Infrastructure
Services
Effect on Change
If NOT implemented
IT, Business & Other Resources
Schedule
Change Schedule (CS)
Projected Service Outage (PSO)
Plans
Continuity, Capacity, Availability & Security
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Formalized Acceptance
Accountability, Responsibility
Levels of Authorization
Considers
Type, Size & Risk
Organizational Approach
Hierarchical
Flattened
Acceptance Criteria
Anticipated Business Risk
Financial Implications
Scope of Change
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Decisions, Directions
Business
Executives
IT
Manageme
nt Board
Change Advisory
Board
Local Authorization
High Cost/Risk
Level 1
Impact on
Multiple service
or divisions
Level 2
Level 3
Impact only on
Local or
service group
Level 4
Standard
Changes
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The Change Advisory Board (CAB) delivers support to the Change Management
team by
approving requested changes and
assisting in the assessment and prioritization of changes.
Change Manager
User managers and groups
Technical experts
Possible third parties and customers (if required)
CAB is tasked with reviewing and prioritizing requested changes, monitoring the
change process and providing managerial feedback
Emergency Change Advisory Board (ECAB): It is a subset of the CAB that considers
a RFC tagged as an Emergency Change.
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Business
Requirements
Desired Outcome
No Undesirable Effects
Time & Cost of Delivery
Follow Up if Required
Closure if Successful
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Vendor/Contractor Compliance
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Changer Review
Meets objectives
Users, Customers are happy
Side effects
Resources consumption
Time and Cost
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Purpose:
Establish control over the physical IT infrastructure
Goal :
Document the content and the context of the IT infrastructure
Objective :
Ensure all of the CIs are authorized and under a single processes.
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Configuration Item
Any asset being a service component, or other item under control of
Configuration Management
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The CMS maintains one or more CMDBs, and each CMDB stores attributes of CIs, and
relationships with other CIs.
The CMS also maintains several physical libraries, such as the Definite Media Library
(DML) for the secure storage of CIs. Although this is a physical library, the CMS
logically represent its content.
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Unique Identifier
Attributes
Status
History
Category
Relationship
(service tag)
(supplier, price)
(ordered, testing, production, archived)
(past incidents, applied changes)
(hardware, software)
(is connected to, is a part of)
The level of detail is defined by the need for information of the IT management
processes, the control of the information and the costs and benefits of a CMDB
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CMS Components
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Purpose :
Ensure the structured release and deployment of IT Services
Goal :
Deploy release into production & establish the effective use of the service.
Objective :
Project the line environment through the use of formal procedures.
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It provides a clear plan that guides release activities with minimal unpredicted
impact to live services.
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Release
A collection of hardware, software, documentation, processes or other components
required to implement one or more approved changes to IT services.
Release Unit
Components of an IT Service that are normally released together
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Other roles
Release Packaging and Build Manager
Deployment Staff
Early Life Support Staff
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Purpose:
Provide for the Structured validation & testing of IT Service
Goal :
Assure IT Service value is achieved for the benefit of the customer.
Objectives
Ensure the IT Service delivers the expected outcomes & value.
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The right-hand side focuses on the validation activities that are performed
against the specifications designed on the left-hand side.
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Evaluation
Purpose:
Provide consistent means of determining the performance of a service
Goal :
Set stakeholder & provide accurate information
Objectives :
Evaluate the indented effects of a service change.
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Evaluation Model
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Knowledge Management
Purpose:
Ensure the right knowledge at the right time place.
Goal :
Improve quality of management decisions.
Objective :
Ensure a clear and common understanding value of IT Services.
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Knowledge Management
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DIKW Model
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Questions
Questions
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