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Service Transition
Quick Start—An Overview of ITIL
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An Overview of ITIL, Service Transition2
ITIL®
is a registered trademark of Axelos Limited. All rights reserved.
First things first, what is ITIL?
The only thing standing between you and learning al l about the ITIL
(AKA IT Infrastructure Library) is learning to speak the language. Thephraseology. The fuzzwords. Let’s start with a basic definition and
then break it down into five stages. That’s right, five stages you can
count on one hand, so you’ll implement ITIL in no time.
Warning: This will increaseyour brain activity
Learning ITIL® is not easy. First, there’s confusion. “What the blank
is ITIL?” Then comes denial. “Why, ITIL, why?” Next acceptance…andthe “I can’t stay awake past one page” phase where your brain shuts
off and you fall into an ITIL-induced coma. This shouldn’t happen.
Sure, ITIL can be a bit dry. But this eBook will help you through it.
We’ll even throw in a few puns and corny jokes to make
sure you’re awake.
So grab a water bottle. Stay hydrated. And turn yourbrain on to learn ITIL.
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How does ITIL work? Five Stages at a Glance
Service StrategyDefine needs, assets,
and strategy
Service DesignDesign services and the
supporting elements
Service TransitionDevelop services, the supporting
elements, and the methods of
implementation
Service OperationDeploy said services. Includes
maintenance, error resolution,
and making sure the end-user
is happy
Continual ServiceImprovementCollect data on performance
Compare to strategy standards
Change for improvement
An Overview of ITIL, Service Transition3
You are here.
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The service transition stage is where you double-check everything
before it goes live. Here you’ll go through the processes and planning
required to bring services into production and to manage them asthey change over time.
Don’t forget to make note of the red words as you continue studying.
An Overview of ITIL, Service Transition4
Buckle your seat belt and prepare for takeoff.
Stage 3: Service Transition
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An Overview of ITIL, Service Transition5
Translation:
No making changes willy-nilly, with ITIL. Service Transition is responsible
for ensuring that all aspects of a new or changed service transition
smoothly to the live environment or real world phase, with the minimum
impact on the business.
This stage is also responsible for maintaining the integrity of assetsbecause nobody likes to address, stamp, and seal four million letters
apologizing to patients after a couple of protected health information
filled computers were swiped) and creating a streamlined, repeatable
process for future transitions.
ITIL 2011 Glossary Definition
Service Transition: Includes a number of processes and functions
and is the title of one of the Core ITIL publications.
Transition: A change in state, corresponding to a movement of an ITService or other Configuration Item, from one lifecycle status to the next.
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Keeps track of and managing the assets and configuration items used
by the organization, as well as maintaining the CMDB
• Configuration Item (CI): Anything that plays a role in delivering the
service, including the service itself, support staff, a computer, an
instance in a database, etc.
• Configuration Management Database (CMDB): Maintains
information about CI’s and their relationships to each other
Controls the lifecycle of a change and managing the risks involved,
to avoid service disruptions
• Know: Normal, Standard, and Emergency Changes
• Request for Change (RFC)
• RFC Process: Review, classify, authorize, plan, implement
Service Asset &Configuration Management
Change Management
A TERM TO LEARN
A TERM TO LEARN
An Overview of ITIL, Service Transition6
Service Transition Processes:
Another important feature of this stage is the management of the
Service Knowledge Management System or SKMS (see below). This
is where you find answers regarding the history of a service, supplier
contracts, tools, solutions to known errors, and so forth.
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An Overview of ITIL, Service Transition7
Plans, designs, schedules, and controls the movement of releases
to test and live environments.
• Ensures that the integrity of the live environment is protectedand that the correct components are released
• Other responsibilities: Release policy, testing, campaigns
for acceptance, training, preparation for the installation
• Release environments: Development, Test, Live
• Supports the capture and effective publishing of knowledge,
throughout the service lifecycle
• Manages the Service Knowledge Management System (SKMS)
which contains the Service Portfolio, Configuration Management
Database, Supplier Contract Database, and much more
Release & Deployment Management
Knowledge Management
A TERM TO LEARN
A TERM TO LEARN
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An Overview of ITIL, Service Transition8
Are we there yet?
Two more stages left to review
In the next eBook, you’ll cover the Service Operation stage where the
preparation is completed and the launch sequence is activated!
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
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Service Strategy
Strategy Generation
Service Portfolio Mgt.
Risk Mgt.
Demand Mgt.
Financial Mgt.
Service Design
Service Catalogue Mgt.
Service Level Mgt.
Supplier Mgt.
Availability Mgt.
Capacity Mgt.
Information Security Mgt.
IT Service Content Mgt.
Service Transition
Release andDeployment Mgt.
Change Mgt.
Transition Planningand Support
Service Knowledge Mgt.Evaluation Mgt.
Service Asset andConfiguration Mgt.
Service Validationand Testing Mgt.
Service Operation
Request fulfillment
Incident Mgt.
Access Mgt.
Problem Mgt.
Event Mgt.
Continual ServiceImprovement
ServiceMeasurement
Service Reporting
You are here.
An Overview of ITIL, Service Transition9
ITIL at a Glance—A Quick Review
The 50,000 ft. view of ITIL.
For those of you who are short on time, here you'll find all of the
concepts covered in this eBook series (as well as some additional
ITIL facts) in a simple chart. Use this cheat sheet for reviewing the
main concepts.
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© 2016 ServiceNow, Inc. All rights reserved.
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An Overview of ITIL, Service Transition10
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