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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 118
Chapter 6 ■ Service Transition • Modification of a batch job • New version release of an iPhone app • Upgrade of an enterprise application 6.4.1.1 Objectives of Change Management I mentioned that change management is a governance process. It is a process that controls the changes that go into the IT environment. It is a process that acts as a gatekeeper, vetting, analyzing, and letting through only the qualified changes. According to ITIL, the official definition of change management is that it controls the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to the services. This is change management in a nutshell: Ensure only beneficial changes go through, remove the wheat from the chaff, and ensure that if anything were to go wrong, the risks are well understood, mitigated, and prepared for with minimal disruption. To expand on this, the way this process works is somewhat like the changes that get funneled through the change management process. Only the changes that pass all the criteria set forth, that are of good quality, and are deemed beneficial to customers or service providers in general are approved for implementation. You should also know that the buck stops with change management for providing approvals. Implementing changes is managed through the release and deployment management process, which works in tight integration with the change management process. To reiterate, change management is accountable for providing approvals, and the release and deployment management process is accountable for implementation and postimplementation activities. I will discuss release and deployment in detail later in this chapter. Digging deeper into change management, the output or the objectives of change management are as follows: • Respond to the customer’s ever changing needs (technology upgrades and new business requirements) by ensuring that value is created • Align IT services with business services when changes are planned and implemented • Ensure all changes are recorded, analyzed, and evaluated by the process • Ensure only authorized changes are allowed to be prioritized, planned, tested, and implemented in a controlled manner • Ensure changes to configuration items (CIs; you will learn about this under service asset and configuration management process later in this chapter) are recorded in the configuration management system • Ensure business risks are well understood and mitigated for all changes 119
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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