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BCIS 5520
IT Service Management
Service Transition (Part 1)
Class 9.01
Spring 2016
Dr. Becker
Announcements Next Week:
• Class #10 –(3/39; click here)
• Readings:
▫ Foundations of ITSM based on ITIL v3, Jan von
Bon (JVB)
 Chapters: 6 Service Operations
 Foundations in ITSM (ITIL v3 Foundations
Course in a Book), Orand & Villarreal (O&V)
 Chapters: 8-9 Service Operations Overview & Processes
 Other Materials
 Class Handouts & Readings
• Homework #6A: Service Mgt Operations or Service
Desk operations
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Exam Review
• Return
Class 9: Readings for Tonight
• Homework (5A) Class #9 –(3/23; click here)
• Chapter readings:
▫ Foundations of ITSM based on ITIL v3, Jan von
Bon (JVB)
 Chapter 5 & 11: Service Transition Overview
▫ Foundations in ITSM (ITIL v3 Foundations
Course in a Book), Orand & Villarreal (O&V)
 Chapter 6-7: Service Transition Functions & Processes
 Research Topics (3/25):
▫ #5A- a) ITSM Transition, b) Change Mgt. or c) Configuration Mgt.
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2016 Project Topics DRAFT
1.
Curran, Kevin: “ITSM/ITIL Risk related to Security”
2.
Gill, Manrajdeep, “ITSM/ITIL Service Transition Issues: Service
Catalogs & CMDBs”
Term Paper & Presentation
Project (400 pts.)
The subject of the paper should be relevant to the management of information assets and can be based on one of the
topics covered in class, mentioned in your textbook, or any other topic relevant to IT Service Management.
I. Introduction to topic. Title and statement of the topic (100 to 250 words). The topic statement should be in
paragraph rather, rather than outline, form. Answer the question: Why should we care about your topic? Use outline
form for rest of the paper when appropriate.
II. Key Issues (KIs) for management of topic. Answer the question: To what things (i.e., nouns) must you pay
attention in order to be successful at managing topic? You cannot have more than 10 or fewer than 5 KIs, preferably 6
to 8. NOTE: These MUST lead to the definition of CSFs in V. below
III. Model/framework/theory/taxonomies. Answer the question: What concepts, paradigms, approaches, etc.
are there to help us understand and/or organize the subject matter?
IV. Primary content -- Cover the subject matter – Provide management with the “how to do it” details. Ideally
the content of section III and/or II provides you with a way to organize this section into several sub-headings. Case
examples could go here too. Put longer cases, and supporting materials which cannot be easily cited in the References
section into the Appendix.
V. Critical success factors (CSFs) for successful management of this area. Answer the question: What things
must be done right in order to be successful at managing this? Ideally this section links back to
section II’s KIs. Section V's CSFs should serve as your conclusions and summary section; but, if necessary, include
a separate section before this one to deal with additional conclusions. You cannot have more than 10 or fewer than 5
CSFs, preferably 6 to 8.
VI. References. [Not included in word counts]
VII.Appendix. [Not included in word counts] Include PowerPoint Presentation Slides here. Copies of
important references; website materials; and figures and tables not included in main body of report.
•
•
Proposal (25 pts.. 400-750 words) due: Feb 19th
Paper (325 pts.; 3000-5000 words) & Presentation (50 pts.; slides) due: April 30th
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ITIL ITSM Lifecycle: 5 Stages
1.
2.
3.
4.
5.
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service
Improvement
A.k.a.: Implementation or Development
Main Output of Service Transition
• Service Level Package & Requirement (SLP &
SLR)  Major Inputs to Design Stage, whose
Output is  Service Design Package (SDP),
which is the major input for 
• Service Transition Package (STP) includes:
▫
▫
▫
▫
Service metrics & measurements
Service levels
Procedures, processes; and
Knowledge of the service
• STP is the input for  Service Operations
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Figure – Service Portfolio
Service Transition:
The Basic Processes
Objective: manage the transition (or
development/implementation) for a new
service, or a change to a service, into production.
6 Transition Steps:
1. Planning & preparation;
2. Building & testing (Development);
3. Any pilots?
4. Planning & preparation of the deployment
5. Deployment and transition
6. Review and closing of Service Transition
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Other Goals of STP
• Set customer expectations
• Enable business change to integrate into existing
business processes and service
• Reduce variations (deviations) to predicted and
actual performance
• Reduce errors and minimize risks
• Ensure requirements compliance
Other Objectives of STP
• Plan and manage the resources to comply with
costs, quality, and time estimates
▫ Especially testing requirements
▫ Benchmark first set of performance metrics
• Minimize unpredictable impacts on production
services, operations and support services
• Increase all clients’ and customers’ satisfaction
• Increase proper use of the new services
• Provide clear and comprehensive plans to align
services with business
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5.3 Processes and Other Activities
• The 7 STP Processes are:
1.
2.
3.
4.
5.
6.
7.
Transition Planning and Support
Change Management
Service Asset and Configuration Mgt. (SACM)
Release & Deployment Management
Service Validation & Testing
Evaluation
Service Knowledge Management
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1 Transition Planning and Support
Activities, methods, and techniques:
1.
2.
3.
4.
Set up transition strategy
Prepare Service transition
Plan and coordinate Service Transition
Support
2. Change Management
Activities, methods, and techniques:
Request for Change (RCF)
Change Advisory Board (CAB)
1. Create and record
2. Review the RFC
3. Assess and evaluate changes
4. Authorize the change
5. Coordinate change implementation (Build)
6. Review and close the change record
Post Implementation Review (PIR)
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7 R’s of Change Management
1.
2.
3.
4.
5.
6.
7.
Who Raised the change?
What is the Reason for the change”
What is the Return required?
What are the Risks?
What Resources are required?
Who is Responsible?
What is the Relationship between this
change and other changes
3. Service Asset and Configuration
Mgt. (SACM)
Activities, methods, and techniques:
Key terms:
• Configuration Items (CIs)
• Configuration Management System (CMS)
• Configuration Management Databases (CMDBs)
• Secure library
• Definitive Media Library (DML) – a secure store
where the definitive, authorized (approved)
versions of all media CIs are stored
• Definitive Spares – hardware replacement parts
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3. Service Asset and Configuration
Mgt. (SACM) … continued
Activities, methods, and techniques:
1. Management and planning
2. Configuration components identification
▫
RACI tables (Responsible, accountable,
consulted, and informed)
3. Configuration control
4. Status accounting and reporting
5. Verification audit
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RACI Table 11.1
Responsible,
Accountable,
Consulted, and
Informed
4. Release & Deployment Mgt (RDM)
Key terms and concepts:
• RDM aims to build, test and deliver the
product and/or service.
• Release: set of new or changed CIs
• Deployment methods:
▫ Big Bang vs. Phased
 Direct
 Parallel
 Phased
▫ Push & Pull – Push to user; vs. download by user
▫ Automated or manual
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4. Release & Deployment Mgt (RDM)
Activities, methods, and techniques:
1. Planning
2. Prepare for building (compilation), testing, and
deployment
3. Building & testing
4. Service testing and pilots
5. Planning and preparing for deployment
6. Transfer, deploy, and retire
7. Verify deployment
8. Early life support (ELS) – “teething problems”
“90-day bumper-to-bumper” warranties
9. Review and Close
5. Service Validation & Testing
Activities, methods, and techniques:
1.
2.
3.
4.
5.
6.
7.
Validation and testing
Planning and design
Verification test plan and design
Prepare test environment
Testing
Evaluate exit criteria and reports
Clean up and closure
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6. Evaluation
Activities, methods, and techniques:
1. Planning and evaluating
2. Evaluating the predicted performance
3. Evaluating the actual performance
Where original goals and objectives achieved?
Assessment
▫ Especially testing requirements
▫ Benchmark first set of performance metrics
A Good Place to Start with KPIs
and CSFs are the 4-Dimentsions of
the Balanced Scorecard
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Example #1: Suggested KPI’s SCM
(Service Continuity Management)
• Number of services recorded and maintained
with the service catalog, as a percentage of those
being delivered and transformed in the live
environment
• Number of difference between information from
the service catalog and the live environment
• Percentage increase in the business service
catalog and/or IT services catalog, compared
with operational services
• Percentage of incidents at the service desk
without appropriate service-related information
Example #1: SCM CSF’s
• Accurate service catalog
• Business users’ awareness of the services being
provided and the location of the catalog
• IT staff awareness of the IT supporting the
services.
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Example 2: Suggested KPI’s SLM
(Service Level Management)
•
•
•
•
•
Percentage reduction in SLA targets missed
Percentage increase in customer satisfaction
Number or percentage of service targets met
Reduction in costs of services provided
Increase speed of performance delivery
Example #2: SLM CSF’s
• Overall quality of IT services
• Ability to deliver cost-effective services
• Ability to manage the interface with business
and users
• Constant focus on business
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Stakeholder Buyoffs?
7. Service Knowledge Management
Key terms:
• SKMS terms:
▫ DIKW:
DataInformationKnowledgeWisdom
▫ BOKs: Books of Knowledge
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7. Service Knowledge Management
Activities, methods, and techniques:
1.
2.
3.
4.
Knowledge Management Strategy
Knowledge Transfer
Data and information management
The use of SKMS
▫
▫
▫
▫
▫
Glossaries and definitions of terms
Documentation of all processes
Include SLAs and other contracts
Include known errors, workarounds, and
process diagrams; BOKs
Best practice examples; lessons learned
Summary
• Service Transition Package (STP) includes:
▫
▫
▫
▫
Service metrics & measurements
Service levels
Procedures, processes; and
Knowledge of the service
• 6 Transition Steps:
▫
▫
▫
▫
▫
▫
Planning & preparation;
Building & testing (Development);
Any pilots?
Planning & preparation of the deployment
Deployment and transition
Review and closing of Service Transition
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