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Chapter 6 ■ Service Transition Context Wisdom Why? Knowledge How? Information Who, what, when, where? Data Understanding Figure 6-10. Data to information to knowledge to wisdom Instead of focusing on the incidents in the system, wisdom asks the question: Why are incidents getting raised in the system? By answering the question, organizations can find themselves in a good position for minimizing incidents. 6.4.4.4 Service Knowledge Management System The service knowledge management system (SKMS) is the mother of all repositories. It is the superset of all other databases in the service provider organization, and these individual databases are needed to manage the lifecycle of services. Figure 6-11 depicts the hierarchy or the structural <strong>com</strong>ponents of the SKMS. It consists within itself, the configuration management system mainly. As mentioned earlier, the CMS consists of multiple configuration management databases. Apart from the illustrated databases, the SKMS also consists of: 1. Policy and process documents 2. Financial documents like budget and accounting 3. Service portfolio 4. SLRs, SLAs, OLAs, and UCs 5. Business continuity and IT service continuity plans 6. Service improvement plans 7. Definitive media library 8. Supplier and contract management information system 9. Capacity and availability plans 148
Chapter 6 ■ Service Transition 10. Various reports, internal and customer facing 11. Known error database 12. Knowledge database 13. HR records Service knowledge management system Support for decisions Support for delivery of services Configuration management system Configuration management database Figure 6-11. Service knowledge management system This list is by no means <strong>com</strong>prehensive. Anything and everything that is related to the service provider organization pertaining to design, management, and delivery of IT services goes into the SKMS. 6.4.5 Transition Planning and Support Transition planning and support (TPS) is a minor process in the service transition lifecycle phase and it exists to manage and control the other processes within the phase. It is similar to the design coordination process discussed in Chapter 5. Management roles such as transition manager are housed in this process. 6.4.5.1 Objectives of Transition Planning and Support There are a number of processes within the service transition lifecycle, each looking at a different aspect of transitioning services into production. So there is a need for a single entity to overarch the processes and to ensure that they are aligned to the service design lifecycle phase and the overall objectives of the service provider organization. This requirement brings in the TPS process to manage the activities of the service transition phase. The ITIL publication states that the purpose of the transition planning and support process is to provide overall planning for service transitions and to coordinate the resources that they require. 149
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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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1.9.1.2 Process Deliver Specific Re
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Chapter 2 ■ Generic Concepts Chap
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Chapter 2 ■ Generic Concepts Tabl
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Chapter 2 ■ Generic Concepts 2.1.
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Chapter 2 ■ Generic Concepts 2.2.
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Chapter 2 ■ Generic Concepts ENAB
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Chapter 2 ■ Generic Concepts Figu
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CHAPTER 3 ITIL Service Lifecycle Th
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Chapter 3 ■ ITIL Service Lifecycl
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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3.2.6 Generic Role: Process Practit
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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 4 ■ Service Strategy Serv
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Chapter 4 ■ Service Strategy Figu
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4.6.1.2 Risk Analysis Chapter 4 ■
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Chapter 4 ■ Service Strategy know
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4.8.1.1.3 Retired Services Chapter
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Chapter 4 ■ Service Strategy that
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Chapter 4 ■ Service Strategy 2. V
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Chapter 5 ■ Service Design Some e
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Chapter 5 ■ Service Design 5.4 Fo
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Chapter 5 ■ Service Design 4. Pro
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Chapter 5 ■ Service Design • Se
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Chapter 5 ■ Service Design 5.7.1.
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Chapter 5 ■ Service Design Think
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Chapter 5 ■ Service Design Polici
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Chapter 5 ■ Service Design Tradit
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Chapter 5 ■ Service Design Unlike
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Chapter 7 ■ Service Operations 7.
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Chapter 8 ■ Continual Service Imp
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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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