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Chapter 6 ■ Service Transition
• Reduce service transition efforts
• Set the right expectations on the services from various parties:
customers, senior management, suppliers, and other stakeholders
6.4 Service Transition Processes
Service transition is a major phase for ITIL applicability and popularity in terms of roles
in organizations. You might find roles such as change managers, release managers,
and transition managers being touted for opportunities and acquisition. There are five
processes in the ITIL foundation syllabus that you will study in the service transition phase:
1. Change management
2. Release and deployment management
3. Service asset and configuration management
4. Knowledge management
5. Transition planning and support
6.4.1 Change Management
Change management governs all the changes performed on the IT services that are
offered to customers. It ensures that only the necessary changes go through after proper
validation, approvals, and analysis. This process is the gatekeeper for any new services
that get introduced, services that are retired, and all the major and minor modifications
that are done to IT services.
A change in ITIL is defined as an activity performed (generally on
a configuration item) that affects IT services (either positively or
negatively). It could be modification of existing configuration, additions,
or decommissions.
Here are some examples of changes:
• Implementation of optic fiber Internet service to the customer
organization
• Transition of e-mail services from Exchange to Gmail
• Decommissioning of mainframe computers
• Adding extra memory to servers
• Changing ownership of a core switch
• Adding an IP to blacklist on firewall
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