Service Transition

Key Principles Policies for service transition Managing communications and commitment Managing organization and stakeholder change Stakeholder management Big bang vs. phased Push vs. pull Automation vs. manual Service V model Data-Information-Knowledge- Wisdom

Release and DeploymentManagements Plan deployment of release packages Prepare for build test and deployments Build and tests Test service and conduct pilots Plan and prepare for deployments Perform and transfer, deployment, and retirements Verify deployments Support early lifes Review and close deployment

Change Managements Create and record Request For Change (RFC)s Review RFCs Assess and evaluate changes Authorize changes Plan updatess Coordinate change implementations Review and close change

Transition Planning andSupports Define transition strategys Prepare for service transitions Plan and coordinate service transitions Advices Provide administrations Monitor and report progress

Service KnowledgeManagements Define knowledge management strategys Transfer knowledges Manage data and informations Maintenance of Knowledge Items (KIs)s Maintain Service Knowledge Management System (SKMS)

EvaluationManagements Plan evaluations Evaluate predicted performances Evaluate actual performance

Service Asset andConfigurationManagements Management and plannings Configuration identifications Configuration controls Status accounting and reportings Verification and audit

Service Validation and Testing Managements Manage validation and tests Plan and design testss Verify test plan and test designss Prepare test environments Perform testss Evaluate exit criteria and reports Clean up test environments and close

Key Documents2 Service transition policies and plans2 Service Design Package (SDP)2 Service Acceptance Criteria (SAC)2 Change and configuration management policy, plans and reports2 Change schedule2 CAB agenda and minutes2 Configuration model2 Configuration baselines and status reports2 Release policy, plans, packages and documentation2 Service quality policy, risk policy, test strategy, test models, test plans and test reports2 Build plans and documentation2 Evaluation plans and reports2 Deployment plans and reports2 Transition closure report2 Knowledge management strategy

Capacity Management(Business, service andcomponent)s Review current capacitys Improve capacitys Assess, agree and document requirementss Plan new capacity

Information SecurityManagements Produce and maintain information security policys Implement security policys Assess and classify information assetss Implement and improve security controlss Monitor and manage security breachess Reduce security breachess Perform reviews, audits and penetration tests

IT Service ContinuityManagements Initiate projects Determine requirements and produce strategys Develop plans and implement strategys On going operations (Invoke the continuity plan)

Key Documents2 Service design policies and plans2 Service Acceptance Criteria (SAC) and Service Level Requirements (SLR)2 Service Design Package (SDP)2 Solution designs2 Architectures and standards2 Service level policy, plans and reports2 Service Level Agreements (SLA) and Operational Level Agreements (OLA)2 Service Improvement Plan (SIP)2 Availability policy, plans, design criteria, risk analysis and reports2 Capacity policy, plans, forecasts and reports2 Business and IT service continuity policy, strategy, plans, risk and business impact analysis and reports2 Business and information security policy, strategy, plans, risk analysis, classification, controls and reports2 Supplier and contracts policy, strategy, plans and reports

Service Operation

Key Principles IT services vs. technology components Stability vs. responsiveness Quality vs. cost Reactive vs. proactive Organizational structures Operational health Communication Documentation

RequestFulfillments Select and input details of service requests Approve service requests Fulfill service requests Close service request

Incident Managements Identify incidents Log incidents Categorize incidents Prioritize incidents Carry out initial diagnosiss Escalate incidents Investigate and diagnose incidents Resolve and recover incidents Close incident

Access Managements Request accesss Verify requests Provide rightss Monitor identity status and maintain users, roles and groupss Log and track accesss Remove or restrict rightss Maintain directories

Problem Managements Detect problems Log problems Categorize problems Prioritize problems Investigate and diagnose problems Find a workarounds Raise a known errors Resolve problems Close problems Review major problem

Service Design

Key Principles Five design aspects - Service portfolio design - Definition of requirements and design of service solutions - Technology and architectural design - Process design - Measurement design Service oriented architecture Business service management Service design models People, Processes, Products / Technology and Partners (the 4 Ps)

Service CatalogueManagements Agree service definitions Agree contentss Produce and maintain service catalogues Interface with stakeholders

Service LevelManagements Determine requirements and agree SLAss Monitor and reports Improve customer satisfactions Conduct service reviewss Revise SLAs and underpinning agreementss Develop relationshipss Maintain templates

Supplier Managements Evaluates Establishs Manage performances Renew and/or terminates Categorize suppliers and maintain SCD

AvailabilityManagement(Reactive and proactive)s Monitor, measure, analyze, report and reviews Investigate and instigates Assess and manage risks Implement countermeasuress Plan and designs Review and test

Service StrategyDetermine Perspective 3Form a Position 3Craft a Plan 3Adopt Patterns of Action 3

Key Principles Service Lifecycle Value: Utility and warranty Service Assets: Resources and capabilities Systems, processes, roles, units and functions Service provider types Value networks

Strategy Generations Define the markets Develop the offeringss Develop strategic assets

s Prepare for execution

Service PortfolioManagements Defines Analyzes Approve

s Charter

Risk Managements Analyze risks Manage risk

Demand Managements Analyze and codify Patterns of Business Activity (PBA)s Match User Profiles (UP)s Develop service packagess Define Service Level Packages

Financial Managements Valuate servicess Model demands Optimize service portfolios Optimize service provisionings Plans Analyze service investmentss Accounts Complys Analyze Variable Cost Dynamics (VCD)

Key Documents2 Service objectives, strategies, policies and plans2 Service definition, classification and visualization2 Service models2 Option space2 Business Impact Analysis (BIA)2 Financial plan2 Business case2 Patterns of Business Activity (PBA)2 User Profiles (UP)2 Service packages2 Service Level Packages (SLP)

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ITIL® V3 - At A Glance Continual ServiceImprovementPlan 3Do 3Check 3Act 3

Key Principles Organizational change Service measurement Assessments and benchmarking Governance Deming cycle CSI model

7-Step ImprovementProcesss Define what you should measures Define what you can measure

s Gather data

s Process data

s Analyze data

s Present and use information

s Implement corrective action

Service Measurements Develop a service measurement frameworks Define what to measures Set targetss Create a measurement framework grids Interpret and use metricss Create scorecards and reports

Service Reportings Define reporting policies and ruless Collates Translate and applys Publish

Key Documents2 Continual service improvement policies and plans2 Corporate and IT vision, mission, goals and objectives2 Critical Success Factors (CSF)2 Key Performance Indicators (KPI) and metrics2 Service level targets2 Balanced scorecard2 SWOT analysis2 Service Improvement Plans (SIP)2 Business case2 Reporting policies and rules2 Reports

Collect requirements 3Analyze 3Design 3

Evaluate 3Procure and/or develop 3

Plan and prepare 3Build and test 3

Testing and pilots 3Transfer, deploy, retire 3

Review and close 3

Monitor and control 3Manage activities 3Generate metrics 3

Provide reports 3

Event Managements Generate event notifications Detect events Filter events Categorize events Correlate eventss Trigger responses Select responses Review actionss Close event

Functionss Service Desk - Single point of contact - Local, Central, Virtual, Follow the Sun

s IT Operations Management - IT operations control - Console management - Job scheduling - Backup and restore - Print and output - Facilities management

s Technical Management - Manage technical knowledge - Plan, implement and maintain stable infrastructure

s Applications Management - Manage applications knowledge - Ensure applications are appropriately designed, resilient and effective - Provide support resource

Key Documents2 Service operation policies and plans2 Event management policy, plans and reports2 Incident management policy, plans and reports2 Incident models2 Major incident procedure2 Request fulfillment policy, plans and reports2 Request models2 Problem management policy, plans and reports2 Problem models2 Process manuals2 Technical documentation2 Operational procedures and instructions2 Functional documentation2 User guides