© 2007 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice
ITIL: Service TransitionImproving IT Implementations and Creating Value for our Customers
Jeff Locke
HP Education Services
ITIL Refresher
What does the following have in common?
ITIL &
“the (Pirate) code is more what you'd call "guidelines" than actual rules”
A best practice is a set of guidelines based on the best experiences of the most qualified and experienced professionals in a particular field.
ITIL Version 2
Service Level Management
Capacity Management
Availability Management
Financial Management
Service Continuity Management
Incident Management
Problem Management
Service Desk
Configuration Management
Release Management
Service Management
Service Delivery
Service Support
Change Management
What is NOT changing?
Key concepts are preserved• No radical changes to v2 service support and service
delivery processesV2 Processes
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Desk
Service Level Management
Capacity Management
Availability Management
Financial Management
IT Service Continuity Management
Process Comparison
V2 Processes V3 Processes
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Desk
Service Level Management
Capacity Management
Availability Management
Financial Management
IT Service Continuity Management
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Desk
Service Level Management
Capacity Management
Availability Management
Financial Management
IT Service Continuity Management
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Desk
Service Level Management
Capacity Management
Availability Management
Financial Management
IT Service Continuity Management
Continuous Service Improvement Processes
Service Strategy Processes Service Design Processes Service Transition ProcessesService Operation Processes
Process Comparison
V3 Processes
Continuous Service Improvement Processes
Service Strategy Processes Service Design Processes Service Transition ProcessesService Operation Processes
Access Management
Operation Management
Problem Management
Request Fulfillment
Incident Management
Event Management
Knowledge Management
Service Validation and Testing
Evaluation
Release and Deployment Management
Service Asset and Configuration Management
Change Management
Transition Planning and Support
Supplier Management
Information Security Management
Service Continuity Management
Availability Management
Capacity Management
Service Level Management
Service Catalogue Management
IT Financial Management
Demand Management
Service Portfolio Management
Strategy Generation
Service Improvement
Service Reporting
Service Measurement
ITIL Version 3
ITIL Version 3 looks at the lifecycle of IT
Service design
How service is deployed
Possible service
incidents
How service is utilized
Requests for change
Requests for change
Usage guidelines, policies, and incentives to change utilization patterns
Service transition
How service is delivered
How service is supported
Service operation
Design limitations
Guidelines, policies, and information for Service
Desk to support incidents
(Filtering)
Compensating resources and requests for change
Requests for change
Service improvement
Requests for change
Service strategy
Objectives, policies and guidelines
ITIL v3 BooksService Strategy• The spoke of the IT Service
Management wheel.• Provides the direction and vision
for establishing IT services.• Useful for influencing
organizational attitudes and culture towards the creation of value for customers.
• The goal of service strategy:
“Superior performance versus competing alternatives.”
ITIL v3 BooksService Design• Responsible for the design of new or
changed services going into a live environment.
• Ensure designs are consistent, compatible and capable.
• Metrics definition, selection and evaluation of measurement capabilities.
• Evaluation and establishment of policies/procedures for new or changed services.
• Key output of Service Design – Design solutions to meet the changing requirements of the business.
ITIL v3 BooksService Transition• Plan and manage the capacity and
resources required to package, build, test and deploy into production.
• Provide a consistent and rigorous framework for evaluating risk.
• Ensure that services can be managed, operated and supported as specified from Service Design.
• Communication and documentation of information for decision making and deployments into production.
ITIL v3 BooksService Operation• Coordinating and carrying out the
activities and processes required to deliver and manage services at agreed levels.
• Focuses on:– Event Management
– Incident and Problem Management
– Request Fulfillment
• Service Operation is where actual value is seen by customers/users of a service.
ITIL v3 BooksContinual Service Improvement• Align and realign IT services to
changing business needs by identification and implementation of improvements.
• Review, analyze and make recommendations for each stage of the service lifecycle (strategy, design, transition and operation).
• Review service level achievements.• Establishing Service Improvement
Plans (SIP) to improve service performance and to identify financial and customer benefits.
Service Transition
In a perfect world…Prior to Service Transition…these things should have
occurred:• Management is onboard.• Developing a Service Catalog – “What do you do already?”• Evaluation of the benefit/value customers receive from
current services.• Determine Vital Business Functions (VBF) and conduct a
Business Impact Analysis (BIA).• Document capacity, availability, security, continuity AND
success requirements from the business and IT.• Development of a Supplier and Contracts Database (SCD).• Identification, documentation and acceptance of service
levels to be provided for the new service.• Financial approval for the Service Design Package (SDP).
Moving into Service Transition• Service Design is the trigger for Service Transition.
• Several processes support Service Transition:– Change Management
– Knowledge Management
– Service Asset & Configuration Management
• Several processes within Service Transition:– Transition Planning and Support
– Release and Deployment Management
– Service Testing and Validation
– Evaluation
Service Transition: Change Management
• Prioritizing and responding to requests• Implementing changes in required times• Meet agreed service requirements while optimizing
costs• Reducing failed changes and rework• Correctly estimating quality, time and cost• Assessing and managing risks• Managing staff time
7 Rs of Change Management• Who RAISED the change?• What is the REASON for the change?• What is the RETURN required from the change?• What are the RISKS involved in the change?• What RESOURCES are required to deliver the change?• Who is RESPONSIBLE for the build, test and
implementation of the change?• What is the RELATIONSHIP between this change and
other changes?
Change Management is about Risk Management not implementing changes (that is the responsibility of
ReleaseManagement).
Change Management — Activities
Initiator Requested
Record the RFC
ChangeManagement Ready for evaluation
Review the RFC
Ready for decision
Assess and evaluate change
ChangeManagement Scheduled
Plan updates
ChangeManagement
Implemented
Co-ordinate change
implementation*
Closed
Review and close change record
Evaluation report
Work orders
Work orders
Up
date
chan
ge a
nd
con
fig
ura
tion
in C
MS
AuthorizedChangeAuthority
Authorize change
Authorize change proposal
Create RFC
Change proposal (optional)
Knowledge Management (KM)“The process responsible for gathering, analyzing, storing and sharing knowledge and information within an organization.
The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.”
ServiceDesign
Service
ITIL
ServiceStrategy
ServiceDesign
ServiceTransition
Service Asset and Configuration Management
• For service assets, configuration items, and customer assets– Protect integrity throughout their lifecycle
– Provide accurate information to support business and service management
• Establish and maintain a Configuration Management System– As part of an overall Service Knowledge Management
SystemThe goal of Service Asset and Configuration Mgmt is to provide a model of the IT infrastructure correlating IT services with IT components.
Configuration Management System (CMS)• Information about all Configuration Items (CI)
– CI may be entire service, or any component
– Stored in 1 or more databases (CMDBs)
• CMS stores attributes– Any information about the
CI that might be needed
• CMS stores relationships– Between CIs
– With incident, problem, change records etc.
• CMS has multiple layers– Data sources and tools,
information integration, knowledge processing, presentation
CMDB
CapacitySLAs
IT ServiceContinuity
Availability
Finance
Changes Incidents
People
Locations
Assets
Releases
Documents
Licences
Definitive Media Library (DML)• Master copies of all software assets
– In house, external software house
– Scripts as well as code
– Management tools as well as applications
– Including licenses
• Quality checked– Complete, correct, virus scanned…
• The only source for build and distribution
CMDB
Information about the CIsPhysical CIsDML
Release Record
Electronic CIs
Build new Release
Test new Release
Implement new Release
Distribute new Release to live locations
DML and CMDB relationship
© Crown Copyright 2007. Reproduced under licence from OGC.
Service Transition Processes• Transition Planning and Support
– Plan and coordinate the resources to establish successfully a new or changed service into production WITH predicted cost, quality and time estimates.
– Plan changes required that ensures integrity of all customer assets, service assets and configurations as they evolve through service transition.
– Coordinate activities across projects, suppliers and service teams.
– Communications with customers, users and stakeholders.
Service Transition Processes• Release and Deployment Management
– The aim is to build, test and deliver the capability to provide services (specified by Service Design) to accomplish the stakeholders’ requirements and deliver the intended objectives.
– Define and agree on release and deployment plans.
– Ensure that each release package consists of a set of related assets and service assets that are compatible.
– Maintain and record transition components and activities accurately in the CMS.
– Ensure there is knowledge transfer to customers and support staff.
Service Transition Processes• Service Validation and Testing
– Plan and implement a structured validation and test process that provides evidence that the new or changed service supports the business requirements.
– Quality assure the services and service capabilities were delivered by a release.
– Identify, assess and address issues, errors and risks.
• Evaluation– A generic process that considers whether the
performance of something is acceptable, value for money, etc…and whether it will be proceeded with, accepted into use or paid for.
Challenges, CSFs• Managing and getting input from many contacts.• Little harmonization or integration of processes.• Achieving a balance between maintaining a stable
environment and being responsive to customer needs.• Absence of needed skill sets.• Understanding inherent dependencies among systems
and human elements.• Creating and maintaining knowledge in a form that
people can find and use.• Defining clear accountabilities, roles and
responsibilities.• Demonstrating the benefits of establishing and
improving Service Transition activities outweigh the costs.
Final Thoughts
• The ITIL books are a cookbook for IT excellence.
• You can use what works best for your organization.
• ITIL is not a standard.
• You have the ability to tailor the best practices documented in the library to align with your business needs.
It’s a Cookbook!
!
Thank you!