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Welcome
                       W l
                       ITIL V3 and S i T
                                 d Service Transition
                                                ii




© ITSM Academy, ITIL V3 and Service Transition 0809
About ITSM Academy

Accredited Education                            Ft. Lauderdale, Dallas &
   ITIL® Foundation (V3/V2)                     Washington,
                                                Washington DC - Public
   ITIL® V3 Foundation Bridge, Managers         Corporate on-site Classes
   Bridge                                       Virtual Classes
   ITIL® V3 Lifecycle, Capability and           Courseware Licensing
   MALC                                         Alumni Program
   ITIL® V2 Practitioner, Service Manager       PMI Global Registered Education
   Microsoft Operations Framework               Provider
   (MOF) Foundation
                                                Federal Government (GSA)
   ISO/IEC 20000 Foundation                     Contractor
   Certified Process Design Engineer            Certified Woman-Owned
   (CPDE)®
                                                Tens of thousands of learners
   Practical, Value-Add Workshops               trained since 2003

                                                Welcome!
© ITSM Academy                              2
Agenda
    Service Transition
         Purpose
         Scope
    Where to Begin
    Role of Service Transition
    processes


                                 © Crown copyright 2007. Reproduced under
                                            license from OGC.




© ITSM Academy               3
Customer Satisfaction
    The difference between
         What customers expect
         What customers perceive they
         have received
         h        i d




© ITSM Academy                  4
Service Transition Purpose
                 Set customer expectations on how
                 new or changed services enable
                 business change
                 Plan and manage the resources
                 needed to successfully establish new
                 and changed services into production
                   Within predicted cost, quality and time
                   estimates




© ITSM Academy             5
Service Transition Scope
                                                                  Continual Service Improvement


                                                              Change Management (4.2)

                 RFC1           RFC2                 RFC3                      RFC4           RFC5                                RFC6

                                                   Service Asset and C fi
                                                   S i A       t d Configuration M
                                                                            ti Management (4 3)
                                                                                        t (4.3)

                  BL               BL                  BL                         BL            BL                  BL             BL



                                                    Service Transition Planning and Support (4.1)


                                         Oversee management of organization and stakeholder change (5)


                                                                        Evaluation (4.6)

                                                            E1                           E2                                   E3


                                        Plan and                             Service           Plan and          Transfer,           Review and
      Service            Service                          Build and                                                                                   Service
                                        prepare                            testing and        prepare for         deploy,           close service
      Strategy           Design                             test                                                                                     Operations
                                        release                               pilots          deployment           retire             transition



                                                                                                            Early Life Support
                                          Release and Deployment Management (4.4)


                                                            Service Validation and Testing (4.5)



                                                                 Knowledge Management (4.7)


                                                                                                                              E      Point to Evaluate the Service Design
                                                                                                                                                                       g
             Focus of
             F         f                   Other
                                           Oth ITIL core                       ITIL process in this
                                                                                             i thi
             activity related              publication                         publication that
             to service                                                        supports the whole
                                                                                                                             BL       Point to capture Baseline
             transition                                                        service lifecycle

    © Crown copyright 2007. Reproduced under license from OGC.                                                                        Request for Change
                                                                                                                             RFC
Where to Begin? - Policies
    Define and implement a formal policy
         Clearly t t bj ti
         Cl l state objectives
         Define consequences of non-compliance
         Commit to delivering changes in releases
                            g     g
         Obtain formal sign off
    Adopt a common framework and standards
    Establish effective controls and disciplines
    Align plans with business needs
    Maintain l i hi
    M i i relationships and proactively manage resources
                               d       i l
    Anticipate and manage course corrections
          Senior management endorsement of and visible support for policies
                      contributes to their overall effectiveness.
© ITSM Academy                            7
Service Transition Processes
    Processes that support the service lifecycle
         Change Management
         Service Asset and Configuration Management
         Knowledge Management
    Processes within Service Transition
         Transition Planning and Support
         Release and Deployment Management
         Service Validation and Testing
         Evaluation
   Organizational change and stakeholder management
                must also be considered.
© ITSM Academy                       8
Change Management
Change Management ensures changes are recorded and handled
                 in a controlled manner

       Respond to changing business requirements
       Optimize Risk




                                                         Need
                      sk
                    Ris




                           STABILITY       FLEXIBILITY

                                   CONTROL

   © ITSM Academy                      9
Service Asset and Configuration Management

  Service Asset and Configuration Management identifies and
controls service assets and configuration items (CIs) throughout
                       the service lifecycle

         pp                       j
       Support business control objectives and
       requirements
       Support efficient and effective service management
         pp                                        g
       processes by
            Maintaining and providing accurate information
            Enabling decisions



   © ITSM Academy                   10
Knowledge Management
  Knowledge Management (KM) ensures the right information is
delivered to the right place or person at the right time to enable an
                          informed decision

        Ensure understanding of service value and benefits
        Improve decision making by ensuring reliable and
        secure data and information is available throughout
        the lifecycle




    © ITSM Academy                11
Transition Planning and Support

                            Decide the most appropriate approach
                            to Service Transition based on
                               The i
                               Th size and nature of services
                                          d        f     i
                               The number and frequency of releases
                               Business needs
                            Ensure integrated planning and
                            coordination


Transition Planning and Support ensures Service Strategy requirements,
                  g       pp                            gy q         ,
     encoded in Service Design, are realized in Service Operations.

    © ITSM Academy                 12
Release and Deployment Management

Release and Deployment Management builds, tests and delivers
   the capability to provide services that meet stakeholders’
                                                stakeholders
                   requirements and objectives

                   Create clear and comprehensive Release and
                   Deployment Plans
                     Ensure releases can be deployed successfully and on
                     schedule
                     Ensure minimal unpredicted impact
                     Satisfy
                     S i f customers, users and service management
                                              d     i
                     staff

    Communication, preparation, documentation and training are
       hallmarks of Release and Deployment Management.
  © ITSM Academy                      13
Service Validation and Testing
Service Validation and Testing provides objective evidence that
  new or changed services support customer, business and
                   stakeholder requirements

                                 Confirm customer and stakeholder
                                 requirements are defined
                                 Provide confidence that released services will
                                 deliver expected outcomes and value
                                 Validate that a service is “fit for purpose”
                                 Assure a service is “fit for use”
                                 Remedy errors or variances early in the service
                                 lifecycle

                   Service Validation and Testing assures quality.
  © ITSM Academy                            14
Evaluation
Evaluation provides a standard way to evaluate the performance
                      of service changes

      Ensure expectations are realistic
      Independently evaluate actual performance against
      anticipated performance
      Evaluate the intended and unintended effects of service
      changes
      Provide ff ti
      P id effective and accurate information to Change
                           d        t i f   ti t Ch
      Management

                   Evaluation is concerned with value.
  © ITSM Academy                    15
Managing Organizational and Stakeholder Change

                            Change
                               Is
                               I never easy
                               Usually takes longer than planned
                               Can bring risk
                                         g
                               Is inevitable and required
    Changes and transitions must be led and managed
    Stakeholders must be identified and their requirements
    understood
    Failing to understand requirements results in resistance,
    dissatisfaction and increased costs
             Managing organizational change and how it affects
                  people leads to customer satisfaction.
© ITSM Academy                       16
ITIL® Certification Scheme
                                Advanced

                                       ITIL
                                     Expert
                                     E      t
                                            5 points
                           Managing Across the
                               Lifecycle
                               Lif    l

 3 points each                                                             4 points each
                               CSI
                                                  Service Offerings and Agreement (SOA)
                       SO
                 ST
           SD
   SS                                              Release, Control and Validation (RCV)

                                                Planning, Protection and Optimization (PPO)
                                                  a    g, otect o a d Opt       at o ( O)

                                                  Operational Support and Analysis (OSA)

        Lifecycle Stream                                   Capability Stream
                                                                            © ITSM Academy 2008
                                 2 points
                             V3 Foundation
Want to Learn More?
    In the Catalog
         ITIL F d i / Bridge
              Foundation B id
         ITIL Capability / Lifecycle
         ITIL S i M
              Service Manager B id
                                Bridge
         ITIL Managing Across the Lifecycle (MALC)
         Certified Process Design Engineer (CPDE)®
         ISO/IEC 20000 (ISO 20K) Foundation
         MOF 4.0 Foundation
                40

                  Coming Soon
                    ISO 20K Professional Level Modules
© ITSM Academy                   18
ITIL ®    Bridging Scheme
              g g




         V2 Practitioners with at least 12 credits must take the V3 Managers Bridge and the Managing
                   Across the Lifecycle courses in order to achieve ITIL Expert certification.

   © ITSM Academy                                19
ITSM Academy Affiliates

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ITIL V3 And Service Transition - ITSM Academy Webinar

  • 1. Welcome W l ITIL V3 and S i T d Service Transition ii © ITSM Academy, ITIL V3 and Service Transition 0809
  • 2. About ITSM Academy Accredited Education Ft. Lauderdale, Dallas & ITIL® Foundation (V3/V2) Washington, Washington DC - Public ITIL® V3 Foundation Bridge, Managers Corporate on-site Classes Bridge Virtual Classes ITIL® V3 Lifecycle, Capability and Courseware Licensing MALC Alumni Program ITIL® V2 Practitioner, Service Manager PMI Global Registered Education Microsoft Operations Framework Provider (MOF) Foundation Federal Government (GSA) ISO/IEC 20000 Foundation Contractor Certified Process Design Engineer Certified Woman-Owned (CPDE)® Tens of thousands of learners Practical, Value-Add Workshops trained since 2003 Welcome! © ITSM Academy 2
  • 3. Agenda Service Transition Purpose Scope Where to Begin Role of Service Transition processes © Crown copyright 2007. Reproduced under license from OGC. © ITSM Academy 3
  • 4. Customer Satisfaction The difference between What customers expect What customers perceive they have received h i d © ITSM Academy 4
  • 5. Service Transition Purpose Set customer expectations on how new or changed services enable business change Plan and manage the resources needed to successfully establish new and changed services into production Within predicted cost, quality and time estimates © ITSM Academy 5
  • 6. Service Transition Scope Continual Service Improvement Change Management (4.2) RFC1 RFC2 RFC3 RFC4 RFC5 RFC6 Service Asset and C fi S i A t d Configuration M ti Management (4 3) t (4.3) BL BL BL BL BL BL BL Service Transition Planning and Support (4.1) Oversee management of organization and stakeholder change (5) Evaluation (4.6) E1 E2 E3 Plan and Service Plan and Transfer, Review and Service Service Build and Service prepare testing and prepare for deploy, close service Strategy Design test Operations release pilots deployment retire transition Early Life Support Release and Deployment Management (4.4) Service Validation and Testing (4.5) Knowledge Management (4.7) E Point to Evaluate the Service Design g Focus of F f Other Oth ITIL core ITIL process in this i thi activity related publication publication that to service supports the whole BL Point to capture Baseline transition service lifecycle © Crown copyright 2007. Reproduced under license from OGC. Request for Change RFC
  • 7. Where to Begin? - Policies Define and implement a formal policy Clearly t t bj ti Cl l state objectives Define consequences of non-compliance Commit to delivering changes in releases g g Obtain formal sign off Adopt a common framework and standards Establish effective controls and disciplines Align plans with business needs Maintain l i hi M i i relationships and proactively manage resources d i l Anticipate and manage course corrections Senior management endorsement of and visible support for policies contributes to their overall effectiveness. © ITSM Academy 7
  • 8. Service Transition Processes Processes that support the service lifecycle Change Management Service Asset and Configuration Management Knowledge Management Processes within Service Transition Transition Planning and Support Release and Deployment Management Service Validation and Testing Evaluation Organizational change and stakeholder management must also be considered. © ITSM Academy 8
  • 9. Change Management Change Management ensures changes are recorded and handled in a controlled manner Respond to changing business requirements Optimize Risk Need sk Ris STABILITY FLEXIBILITY CONTROL © ITSM Academy 9
  • 10. Service Asset and Configuration Management Service Asset and Configuration Management identifies and controls service assets and configuration items (CIs) throughout the service lifecycle pp j Support business control objectives and requirements Support efficient and effective service management pp g processes by Maintaining and providing accurate information Enabling decisions © ITSM Academy 10
  • 11. Knowledge Management Knowledge Management (KM) ensures the right information is delivered to the right place or person at the right time to enable an informed decision Ensure understanding of service value and benefits Improve decision making by ensuring reliable and secure data and information is available throughout the lifecycle © ITSM Academy 11
  • 12. Transition Planning and Support Decide the most appropriate approach to Service Transition based on The i Th size and nature of services d f i The number and frequency of releases Business needs Ensure integrated planning and coordination Transition Planning and Support ensures Service Strategy requirements, g pp gy q , encoded in Service Design, are realized in Service Operations. © ITSM Academy 12
  • 13. Release and Deployment Management Release and Deployment Management builds, tests and delivers the capability to provide services that meet stakeholders’ stakeholders requirements and objectives Create clear and comprehensive Release and Deployment Plans Ensure releases can be deployed successfully and on schedule Ensure minimal unpredicted impact Satisfy S i f customers, users and service management d i staff Communication, preparation, documentation and training are hallmarks of Release and Deployment Management. © ITSM Academy 13
  • 14. Service Validation and Testing Service Validation and Testing provides objective evidence that new or changed services support customer, business and stakeholder requirements Confirm customer and stakeholder requirements are defined Provide confidence that released services will deliver expected outcomes and value Validate that a service is “fit for purpose” Assure a service is “fit for use” Remedy errors or variances early in the service lifecycle Service Validation and Testing assures quality. © ITSM Academy 14
  • 15. Evaluation Evaluation provides a standard way to evaluate the performance of service changes Ensure expectations are realistic Independently evaluate actual performance against anticipated performance Evaluate the intended and unintended effects of service changes Provide ff ti P id effective and accurate information to Change d t i f ti t Ch Management Evaluation is concerned with value. © ITSM Academy 15
  • 16. Managing Organizational and Stakeholder Change Change Is I never easy Usually takes longer than planned Can bring risk g Is inevitable and required Changes and transitions must be led and managed Stakeholders must be identified and their requirements understood Failing to understand requirements results in resistance, dissatisfaction and increased costs Managing organizational change and how it affects people leads to customer satisfaction. © ITSM Academy 16
  • 17. ITIL® Certification Scheme Advanced ITIL Expert E t 5 points Managing Across the Lifecycle Lif l 3 points each 4 points each CSI Service Offerings and Agreement (SOA) SO ST SD SS Release, Control and Validation (RCV) Planning, Protection and Optimization (PPO) a g, otect o a d Opt at o ( O) Operational Support and Analysis (OSA) Lifecycle Stream Capability Stream © ITSM Academy 2008 2 points V3 Foundation
  • 18. Want to Learn More? In the Catalog ITIL F d i / Bridge Foundation B id ITIL Capability / Lifecycle ITIL S i M Service Manager B id Bridge ITIL Managing Across the Lifecycle (MALC) Certified Process Design Engineer (CPDE)® ISO/IEC 20000 (ISO 20K) Foundation MOF 4.0 Foundation 40 Coming Soon ISO 20K Professional Level Modules © ITSM Academy 18
  • 19. ITIL ® Bridging Scheme g g V2 Practitioners with at least 12 credits must take the V3 Managers Bridge and the Managing Across the Lifecycle courses in order to achieve ITIL Expert certification. © ITSM Academy 19