ITIL - 5 Processes in the Service Transition
The primary objective of Service Transition is the development and improvement of capabilities for transitioning new and modified services into operation.
Processes in the Service Transition are:
1. Knowledge Management
2. Service Asset & Configuration Management
3. Change Management
4. Release & Deployment Management
5. Service Validation and Testing
= Knowledge Management To enable organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle. The primary purpose is to improve efficiency by reducing the need to rediscover knowledge.
Service Knowledge Management System (SKMS) The complete set of integrated repositories that are used to manage knowledge and information.
Configuration Management System (CMS) A set of tools and databases that are used to manage an IT service provider's configuration data.
Configuration Management Database (CMDB) Stores configuration details for the IT infrastructure
Known Error Database (KEDB) This database is created by Problem Management and used by Incident and Problem Management
= Service Asset and Configuration Management To support the agreed IT service provision by managing, storing and providing information about Configuration Items (CI's) and Service Assets throughout their life cycle.
= Change Management To ensure that standardized methods and procedures are used for controlled efficient and prompt handling of all Changes, in order to minimize the impact of Change related Incidents upon service quality, and consequently to improve the day-to-day operations of the organization.
The 7 Rs of Change Management
When assessing Changes, it is important to have answers to the following seven questions:
- 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?
= Release and Deployment Management To deploy new releases into production, transition support to service operation, and enable its effective use in order to deliver value to the customer.
Big Bang The new or changed service is deployed to all user areas in one operation.
Phased Approach The service is deployed to a part of the user base initially, and then this operation is repeated for subsequent parts of the user base via a scheduled rollout plan.
The Push Approach Is used where the service component is deployed from the centre and pushed out to the target locations.
The Pull Approach Used for software releases where the software is made available in a central location but users are free to pull the software down to their own location at a time of their choosing or when a workstation restarts.
Automated The use of technology to automate releases.
Manual Using manual activities to distribute a release.
= Service Validation and Testing The overriding goal of Service Validation and Testing is to assure that the new or modified service will provide the appropriate value to customers and their business.
The Service V Model is a concept of defining the appropriate requirements and appropriate validation methods that apply in order to justify release to the customer for trial and assessment.
= Service Transition Summary Effective service transition can significantly improve a service providers ability to effectively handle high volumes of change and releases across its customer base.
Which process would you find the Service V model?
- service validation and testing
The 4 spheres of knowledge management are
- Data, information, facts, wisdom
Which activity in Service Asset & Configuration Management would help to ascertain which Configuration Items conform to that which exists in the physical environment?
- verification and audit
After a change has been implemented, an evaluation is performed. What is this evaluation called?
- Post Implementation Review (PIR)
Which process is responsible for maintaining the DML?
- Release and Deployment Management
Which process or function is responsible for communicating the forward schedule of changes to the users?
- Service Desk
Which of the following best describes a baseline?
- Used as a reference point for later comparison
The main objective of Change Management is to?
- Ensure that the CAB takes responsibility for all change implementation