4 Service Transition

Service Transition

Service Service Transition Transition What is Service Transition? Taking the design and transitioning the Service into operations – focused on Service Delivering in the actual circumstances Service Transition practices to: • Make it easier for to adopt and manage change • Standardize transition activities • Maintain the integrity of configurations as they evolve • Expedite effective decisions • Ensure new/changes services will be deployable, manageable, maintainable, cost effective

Service Service Transition Transition Value to the business - Integrate/align new or changes services with the customer’s business - Ensure that the changes services can be used in a way that maximizes the value to the business operations

Deliver more change successfully - Across the customer base - Reduce unpredicted impact and risks - Reduce variation – ‘estimated’ v. ‘actuals’ - Services – fit for purpose and fit for use

Service Transition Benefits

• Delivering what business needs • Services fit for purpose, fit for use • Integrated, holistic, standard approach • Reduce variation predicted vs actual –

Quality, Cost, Time

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Capabilities, Resources, Capacity

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Risks, Errors and incidents

• More IT enabled change that adds value to the customer’s business

Service Transition – Concepts •

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Concepts

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V Model

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Configuration Item

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Configuration Management System

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Knowledge Management

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Data Information Knowledge Wisdom

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Service Knowledge Management System

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Definitive Media Library

Performed by any department, group or team managing and supporting operational applications

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Change Management

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Service Asset and Configuration Management

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Release and Deployment Management

Service Transition - V Model Define Customer/Business Requirements Define Service Requirements

Validate Service Package, Offerings and Contracts

Contract, Service Package, SLP, SPI

Service Acceptance Test

SLR and Draft SLA

Design Service Solution

Service Operational Readiness Test

Service Mode Capacity and Resource Plan

Design Service Release

Release Design and Plan

Develop Service Solution

Service Release Package Test

Component And Assembly Test Service Component Build & Test

Service validation and testing early in the service life cycle.

It provides a framework to organize the levels of CI to be managed through the life cycle and the associated validation and testing

Service Transition – Configuration Item Configuration Item (CI)

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Anything that’s needs to be managed in order to deliver an IT Service

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CI information is recorded in the Configuration Management System

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CI information is maintained throughout its lifecycle by Configuration Management

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All CI’s are subject to Change Management

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CI’s typically include - IT Services, hardware, software, buildings, people, and formal documentation such as Process documentation and SLA’s

Service Transition Configuration Management System (CMS)

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Information about all Configuration Items - CI may be entire service, or any component - Stored in one or more database (CMDBs)

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CMS stores attributes - Any information about the CI that might be needed

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CMS stores relationships - Between CI’s - With incident , problem, change record etc

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CMS has multiple layers - Data sources and tools, information integration, knowledge processing, presentation

Service Transition Configuration Management System (CMS)

Service Transition - Knowledge Management What is Knowledge Management? 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.

Service Transition – Knowledge Management Objectives

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Enabling the Service provider to be more efficient and improve quality of service, increase satisfaction and reduce the cost of service

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Ensure staff have a clear and common understanding of the value that their services provide to customers and the ways in which benefits are realized from the utilization of those services

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Ensuring that, at a given time and location, service provider staff have adequate information of

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Who is currently utilizing their services

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The current state of consumption

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Service delivery constraints

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Difficulties faced by the customer in fully realizing the benefits expected from the service

Service Transition - DIKW Data, Information, Knowledge and Wisdom (DIKW)

Wisdom

Knowledge

Information

Data

Knowledge management is typically displayed within the DIKW structure.

Service Transition - SKMS Service Knowledge Management System (SKMS)

Wisdom – Ability to make decisions

Service Knowledge Base Information Integration Layer

DML Data and Information

Service Knowledge Management is a superset of CMS and CMDB SKMS is a broader concept that covers a much wiser base of knowledge, for example: - The experience of staff, records of peripheral matters, user numbers& behavior and organization’ performance - Supplier and partners requirements, abilities and expectations -Typical and anticipated user skill levels

Service Transition – Definitive Media Library 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.. - Reduce unpredicted impact and risks The only source for build and distribution

Service Transition – DML and CMDB relationship

Service Transition - Processes Service Transition Processes: - Transition Planning and Support

- Change Management - Service Asset and Configuration Management - Release and Deployment Management - Service Validation and Testing - Evaluation - Knowledge Management

Service Transition – Transition Planning and Support •

Integrated Planning - Transition Capacity and resources - Across all service transition

- With service operations and CSI - With the business, customers and users •

Proactive Support

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Maintain/ re-use transition models

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Progress tracking & Management

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Course corrections

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Transition closure

Change Management

Service Transition – Change Management Objectives

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Respond to changing business requirements - Respond to business and IT requests to align Services with business needs

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Minimize impact of implementing changes - Reduce incidents, disruption and rework

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Optimize business risk

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Implement changes successfully

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Implement changes in times that meets business needs

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Use standard processes

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Record all changes

Service Transition – Change Management Scope

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Addition, Modification or Removed of - Any Service or Configuration Item or associated documentation

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Changes Management in includes - Strategic, Tactical and Operational changes

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Excludes - Business strategy and process - Anything documented as out of scope

Service Transition – Change Management Change – Value to the Business

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Prioritizing and responding to requests

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Implementing changes in required times

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Meet agreed service requirements while optimizing risk

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Reducing failed changes and rework

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Correctly estimating quality, time and cost

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Assessing and managing risks

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Managing staff time

Service Transition – Change Management Change types: Normal changes • •

Types are specific to the organization Types determine what assessment is required

Standard changes •

Pre-authorized with an established procedure

Emergency changes • •

Business criticality means there is insufficient time for normal handling Should use normal process but speeded up

Service Transition – Change Management Basic Concepts •

Change – An action that results in a new status for one or more IT infrastructure configuration items

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Standard Change (pre-approved)

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Urgent Change

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Request for Change (RFC)

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Forward schedule of Changes (Change Schedule)

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Change advisory board (CAB)

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Emergency Change advisory board (ECAB)

Service Transition – Change Management Activities •

Change Manager Filters Requests

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Change Manager Allocates initial priority

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Change Manager Decides Category

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Change Builder builds Change, Devises Back Out And Testing Plans

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CAB Members do the Impact and resource assessment, authorization and scheduling

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Independent Tester Tests the Changes

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Change Manager Coordinates implementation Of Change

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Post Implementation Review

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Change Manager informs Configuration Management to update the CMDB

Service Transition – Change Management SUPPORT GROUPS

CHANGE MANAGEMENT

Planning

Registration Classification

Build

Approval

Test

Authorization Implementation

Implementation Back out

Evaluation (PIR)

EXECUTION

CONTROL

RfC

Refusal

Refusal

Service Transition – Change Management Change – Inputs • Change Policy and strategy • Requests for Change • Change Proposal • Service Management Plans • Asset and configuration Items • Existing Change Management documents

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Change schedule

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Projected Service Outage (PSO) Change – Outputs • Rejected and approved RFCs • Changes to services and CIs Updated

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Change schedule

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Projected Service Outage (PSO)

• Change plans, decisions and actions • Change documents and records • Change management reports

Service Transition – Change Management Change - Process Interfaces • Asset and Configuration Management • IT Service Continuity Management • Capacity and Demand Management • Release and Deployment Management • Security Management

Service Transition – Change Management Roles Change Manager

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Process Owner

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Ensures that the process is followed

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Usually authorizes minor changes

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Coordinates and runs CAB meetings

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Produces change schedule

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Coordinates change/built/test/implementation

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Review/Closes change

Service Transition – Change Management Change – Key Metrics •

Number of RFC by status

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Logged

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CAB pending

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Approved

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Build

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Test

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Authorize

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Implementation

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Number of RFC by category

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Number of RFC backed out

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CAB Effort per RFC

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Effort per RFC from logged to implementation

Service Asset and Configuration Management (SACM)

Service Transition – SACM Objectives

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Protect the integrity of service assets and configuration items through the service lifecycle

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Provide accurate information to support business and service management

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Establish and maintain a Configuration Management System (CMS) as a part of overall Service Knowledge Management System (SKMS)

Service Transition – SACM SACM Configuration Item categories

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Service Lifecycle CI’s - Business case, plan, design package

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Service CI’s

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Service package, acceptance criteria

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Service assets i.e. management, organization, process, knowledge, people, information, applications, infrastructure, financial capital etc

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Organization CI’s

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Internal and External CI’s

Service Transition – SACM Roles

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Service Asset Manager

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Configuration Manager

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Each of these is the process owner for their area

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Implement policy and standards

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Procure and manage finances

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Agree scope, processes and procedures

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Define and procure tools

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Recruit and train staff

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Oversee collection and management of data

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Manage audits

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Provide management audits

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Configuration Analyst

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Administrator/Librarian

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CMS/Tools administrator

Release and Deployment Management

Service Transition - Release & Deployment Management Objectives

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Ensure clear, comprehensive release and deployment plans supporting customer and business change projects

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Release packages can be built, installed, tested and deployed

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Efficiently, successfully and on schedule

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With minimal impact on production services, operations and support teams

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Enabling new or changed services to deliver agreed service requirements

Skills and knowledge transfer to enable - Customers and users to optimize use of service - Operations and support staff to run and support the service

Service Transition - Release & Deployment Management Basic Concepts •

Release Unit - CI’s that are normally released together

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Typically includes sufficient components to perform a useful function. For e.g. Fully configured desktop PC , payroll application

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Big bang versus phased approach

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Push versus pull deployment

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Automated versus manual deployment

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Release package

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Single release or many related releases

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Can include hardware, software, utility, warranty, documentation, training…

Service Transition - Release & Deployment Management Key Concepts

•Big-bang

approach – the new or changed service is deployed to all user areas in one operation. This

will often be used when introducing an Application change and consistency of service across the organization is considered important

•Phased

approach – the service is deployed to a part of the user base initially, and this operation is

repeated for subsequent parts of the user base via a scheduled roll out plan

•Push

approach – This approach is used where the service component is deployed from the centre

and pushed out to the target locations

•Pull

Approach – It is used for the software releases where software is made available in a central

location but the users are free to pull the software down to their own location at a time of choosing or when a user workstation restarts

•Automation – Mechanism

to release and deploy the service components should be established in the

release design phase and tested in build and test stages of the new or changes service

Service Transition - Release & Deployment Management Definitions •

Definitive Media Library DML: The DML includes all the original versions of software items used during production and development. The DML can also include several versions of software, documentation and the source code

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Release types: The release type is defined by considering the number of Changes that should be included in one Release

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Delta Release

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Full Release

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Package Release

Release Unit: Is the portion of IT Infrastructure that is to be released together. E.g. Changes to the complete PC or the Processor

Service Transition - Release & Deployment Management Activities •

Release Planning

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Designing, building and configuring a release

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Release acceptance

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Rollout Planning

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Communication, preparation and training

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Distribution and installation

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Management Information

Service Transition - Release & Deployment Management

Service Transition - Release & Deployment Management Roles • Deployment Manager •

Final physical delivery of service implementation

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C-ordinates documentation and communications – includes training, service management and technical release notes

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Plans deployed with Change, SKMS and SACM

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Technical and application guidance and support – includes known errors and workarounds

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Feedback on effectiveness of the release

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Records metrics for deployment – to ensure within agreed SLA’s