Service transition - Winning with change management

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ITIL Service Transition –Winning with Change Management

http://www.edureka.co/itil-service-transition
Objective of the Webinar
At the end of this session, you will be able to understand:
 Overview of ITIL Service Transition
Magic Triangle
 Controlling your IT Infrastructure
Delivering Seamless Service and Solutions
Challenges and Pitfalls with Change Management
How do you win with Change Management
Q&A

http://www.edureka.co/itil-service-transitionSlide 3
What is Customer Satisfaction?
The Difference between
What Customers Expect
What Customers perceive they have received
Courtesy : Northgate

Service Transition : In detail

Purpose of Service Transition
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

What is ITIL Service Transition

Service Transition Process
Process that support the service lifecycle
• Change Management
• Service Asset & Configuration Management
• Knowledge Management
Processes within Service Transition
• Transition Planning & Support
• Release & Deployment Management
• Service Validation & Testing
• Evaluation
Organizational Change & Stakeholder Management must also be considered

Transition Planning and Support
Decide the most appropriate approach to Service transition based on
 Size and nature of services
 The number and frequency of releases
 Business needs
Ensure integrated planning and coordination
Transition planning and support ensures Service strategy requirements
Encoded in Service Design are realized in service operations.
Courtesy: Pixabay

Service Asset and Configuration Management
Best Practice process to keep track of customers, services, components and their relationships
Best Practice Concepts
• Service Assets
• Configuration Items
• Relationships
• Configuration Baseline

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

Winning with Change Management

Change Management Today

Understanding Change Management Process

Release and Deployment Management
Release and Deployment Management builds, tests and delivers the capability to provide
Services that meet 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 customers, users and service management staff
Communication, preparation, documentation and training are hallmarks of Release and
Deployment Management

Why Evaluate?
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 effective and accurate information to Change Management

Knowledge Management

Managing Organizational and Stakeholder change
Change is - Never easy, Usually takes longer than planned, Can bring risk, 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

Magic Triangle

Controlling the IT Infrastructure

Challenges & Pitfalls with Change Management
 Inaccurate CMDB/CMS
Absence of good Change Management Policy
Governance – Change Advisory Board
Lack of Integration with CMS and Release Management
Definition of Normal, Standard and Emergency
KPI & Metrics

Winning with Change Management
• Definition of Change
• Change Models
• Change Advisory Board
• Risk Assessment
• Post Implementation Review
• Assessment of Process, Tools
• Provisioning
• Maintenance & Repair
• People skills and Competencies
• Release Policy
• Release calendar
• Phased Approach
• Release Notes
• BIA
• CMDB & CMS
• Attributes & Relationships
Config Mgmt RDM
Change
Management
IT
Infrastructure

LIVE Online Class
Class Recording in LMS
24/7 Post Class Support
Module Wise Quiz
Project Work
Verifiable Certificate
Course Features

 Module 1
» Service Management as Practice
 Module 2
» Service Strategy
 Module 3
» Service Design
Course Topics
 Module 4
» Service Transition
 Module 5
» Service Operation
 Module 6
» Continual Service Improvement

Questions
Q&A

Service transition - Winning with change management

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