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Service Transition

Quick Start—An Overview of ITIL

Start

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 An Overview of ITIL, Service Transition2

ITIL®

 is a registered trademark of Axelos Limited. All rights reserved.

First things first, what is ITIL?

 The only thing standing between you and learning al l about the ITIL

(AKA IT Infrastructure Library) is learning to speak the language. Thephraseology. The fuzzwords. Let’s start with a basic definition and

then break it down into five stages. That’s right, five stages you can

count on one hand, so you’ll implement ITIL in no time.

Warning: This will increaseyour brain activity

Learning ITIL® is not easy. First, there’s confusion. “What the blank

is ITIL?” Then comes denial. “Why, ITIL, why?” Next acceptance…andthe “I can’t stay awake past one page” phase where your brain shuts

off and you fall into an ITIL-induced coma. This shouldn’t happen.

Sure, ITIL can be a bit dry. But this eBook will help you through it.

We’ll even throw in a few puns and corny jokes to make

sure you’re awake.

So grab a water bottle. Stay hydrated. And turn yourbrain on to learn ITIL.

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How does ITIL work? Five Stages at a Glance

Service StrategyDefine needs, assets,

and strategy

Service DesignDesign services and the

supporting elements

Service TransitionDevelop services, the supporting

elements, and the methods of 

implementation

Service OperationDeploy said services. Includes

maintenance, error resolution,

and making sure the end-user

is happy

Continual ServiceImprovementCollect data on performance

Compare to strategy standards

Change for improvement

 An Overview of ITIL, Service Transition3

 You are here.

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 The service transition stage is where you double-check everything

before it goes live. Here you’ll go through the processes and planning

required to bring services into production and to manage them asthey change over time.

Don’t forget to make note of the red words as you continue studying.

 An Overview of ITIL, Service Transition4

Buckle your seat belt and prepare for takeoff.

Stage 3: Service Transition 

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 An Overview of ITIL, Service Transition5

Translation:

No making changes willy-nilly, with ITIL. Service Transition is responsible

for ensuring that all aspects of a new or changed service transition

smoothly to the live environment or real world phase, with the minimum

impact on the business.

 This stage is also responsible for maintaining the integrity of assetsbecause nobody likes to address, stamp, and seal four million letters

apologizing to patients after a couple of protected health information

filled computers were swiped) and creating a streamlined, repeatable

process for future transitions.

ITIL 2011 Glossary Definition 

Service Transition: Includes a number of processes and functions

 and is the title of one of the Core ITIL publications.

Transition: A change in state, corresponding to a movement of an ITService or other Configuration Item, from one lifecycle status to the next.

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Keeps track of and managing the assets and configuration items used

by the organization, as well as maintaining the CMDB

•  Configuration Item (CI): Anything that plays a role in delivering the

service, including the service itself, support staff, a computer, an

instance in a database, etc.

• Configuration Management Database (CMDB): Maintains

information about CI’s and their relationships to each other

Controls the lifecycle of a change and managing the risks involved,

to avoid service disruptions

• Know: Normal, Standard, and Emergency Changes

•  Request for Change (RFC)

•  RFC Process: Review, classify, authorize, plan, implement

Service Asset &Configuration Management

Change Management

 A TERM TO LEARN

 A TERM TO LEARN

 An Overview of ITIL, Service Transition6

Service Transition Processes:

 Another important feature of this stage is the management of the

Service Knowledge Management System or SKMS (see below). This

is where you find answers regarding the history of a service, supplier

contracts, tools, solutions to known errors, and so forth.

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 An Overview of ITIL, Service Transition7

Plans, designs, schedules, and controls the movement of releases

to test and live environments.

• Ensures that the integrity of the live environment is protectedand that the correct components are released

• Other responsibilities: Release policy, testing, campaigns

for acceptance, training, preparation for the installation

• Release environments: Development, Test, Live

• Supports the capture and effective publishing of knowledge,

throughout the service lifecycle

• Manages the Service Knowledge Management System (SKMS) 

which contains the Service Portfolio, Configuration Management

Database, Supplier Contract Database, and much more

Release & Deployment Management

Knowledge Management

 A TERM TO LEARN

 A TERM TO LEARN

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 An Overview of ITIL, Service Transition8

Are we there yet?

Two more stages left to review 

In the next eBook, you’ll cover the Service Operation stage where the

preparation is completed and the launch sequence is activated!

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

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Service Strategy

Strategy Generation

Service Portfolio Mgt.

Risk Mgt.

Demand Mgt.

Financial Mgt.

Service Design

Service Catalogue Mgt.

Service Level Mgt.

Supplier Mgt.

 Availability Mgt.

Capacity Mgt.

Information Security Mgt.

IT Service Content Mgt.

Service Transition

Release andDeployment Mgt.

Change Mgt.

 Transition Planningand Support

Service Knowledge Mgt.Evaluation Mgt.

Service Asset andConfiguration Mgt.

Service Validationand Testing Mgt.

Service Operation

Request fulfillment

Incident Mgt.

 Access Mgt.

Problem Mgt.

Event Mgt.

Continual ServiceImprovement

ServiceMeasurement

Service Reporting

 You are here.

 An Overview of ITIL, Service Transition9

ITIL at a Glance—A Quick Review

The 50,000 ft. view of ITIL.

For those of you who are short on time, here you'll find all of the

concepts covered in this eBook series (as well as some additional

ITIL facts) in a simple chart. Use this cheat sheet for reviewing the

main concepts.

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© 2016 ServiceNow, Inc. All rights reserved.

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