ITIL - Introduction to Service Transition Tutorial

Welcome to the eighth chapter of the ITIL Foundation tutorial (part of the ITIL® Foundation Certification Training).

This chapter focuses on the transition between the design phase and the operation phase of a service. It will help you to implement multiple changes to services through service transition.

Objectives

After completing this lesson, you will be able to:

  • Describe the purpose, objective, scope, and value of service transition

  • Explain Configuration Item or CI and Configuration Management System or CMS

Service Transition - Overview

Service transition phase verifies whether new or changed services, which are ready for customer release, meet the functional and technical criteria.

Let us now focus on the purpose, objective, scope, and value of service transition.

Purpose

The purpose of service transition is to ensure new or modified services meet the business expectations as documented in the service strategy and service design phases of the service lifecycle. Service transition also helps to move services from design to operations, without affecting the ongoing services.

Objective

The objectives of service transition are to:

  • Plan and manage changes in service changes effectively

  • Manage risks associated with new or modified services

  • Deploy service releases into supported environments successfully

  • Set the correct expectations on performance and use of new or changed services

  • Provide quality information on services and service assets.

Effective service transition can significantly improve a service provider’s ability to handle high volumes of change and releases across its customer base.

Following are the other benefits delivered:

  • An increased success rate of changes and releases

  • Accurate estimations of service levels and warranties

  • Less variation of costs and other resources against those estimated in budgets

Scope

The scope of service transition is to:

  • Develop and improve capabilities for the transition of new and modified services into supported environments.

  • Consider service retirement and transfer of services from one service provider to another.

Value to Business

Effective service transition ensures that the new or changed services are better aligned with the customer’s business operation.

It offers the following values to a business:

  • The business develops the capacity to respond quickly and adequately to changes in the market.

  • The changes in the business are well-managed.

  • The business experiences more successful changes and releases.

  • There is better compliance with business and governing rules.

  • There is less deviation between planned budgets and actual costs.

  • The business has better insight on risks that may occur during and after the input of a service.

Configuration Item

Now we will discuss Configuration Item or CI.

Configuration Item is any component that needs to be managed to deliver an IT service.

Information on each CI is recorded in a configuration record within the Configuration Management System. Configuration management helps to maintain the record throughout its lifecycle.

The record includes a unique identifier and the location of the CI. CIs include IT services, hardware, software, buildings, people, and formal documentation such as process documentation and Service Level Agreements.

CIs are controlled by configuration management and are subject to formal change control.

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Configuration Management System

We will now focus on the Configuration Management System.

The Configuration Management System is a set of tools and databases used to manage the configuration data of an IT service provider. It stores information on all Configuration Items.

The CI may be an entire service or any component stored in one or more configuration management databases.

Following are the features of CMS.

Stores Information about all configuration items

The CMS includes information on incidents, problems, known errors, changes, and releases. It may contain data on employees, suppliers, locations, business units, customers, and users.

Stores attributes

The CMS stores attribute or any information on the CI that might be needed. It also stores information on the relationships between CIs.

Stores Information on relationships

In addition, the CMS stores information on relationships with incidents, problems, change records and so on.

Has multiple layers

The CMS has multiple layers including data sources and tools, information integration and knowledge processing tools such as scorecards and dashboards. It also includes presentations.

The tools included in CMS help to collect, store, manage, update and present data on all Configuration Items and their relationships. The CMS is maintained by Configuration Management and used by all IT Service Management processes. It comprises physical data stores that may be integrated together.

Suppose a server is a CI. The CMS comprises the data related to that server, incidents, problems, owner, supplier, server location, business processes that the server supports or enables and so on.

Summary

Let us summarize what we have learned in this lesson:

  • Service transition ensures whether new, modified or retired services meet the business expectations as documented in the service strategy and service design stages of the life cycle.

  • Configuration Item is any component that needs to be managed to deliver an IT service.

  • The Configuration Management System is a set of tools and databases used to manage the configuration data of an IT service provider

Conclusion

Next, we will focus on the ninth chapter - Service Transition Processes

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