Itil V3 Service Transition.Pdf

Service Transition

London: TSO

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Published for the Office of Government Commerce under licence from the Controller of Her Majesty’s Stationery Office. © Crown Copyright 2007 This is a Crown copyright value added product, reuse of which requires a Click-UseLicence for value added material issued by OPSI. Applications to reuse, reproduce or republish material in this publication should be sent to OPSI, Information Policy Team, St Clements House, 2-16 Colegate, Norwich, NR3 1BQ, Tel No (01603) 621000 Fax No (01630) 723000, E-mail: hmsolicensing@cabinet-office.x.gsi.gov.uk, or complete the application form on the OPSI websitehttp://www.opsi.gov.uk/click-use/value-added-licence-information/index.htm OPSI, in consultation with Office of Government Commerce (OGC), may then prepare a Value Added Licence based on standard terms tailored to your particular requirements including payment terms The OGC logo ® is a Registered Trade Mark of the Office of Government Commerce ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Officeof Government Commerce, and is Registered in the U.S. Patent and Trademark Office The Swirl logo™ is a Trade Mark of the Office of Government Commerce First published 2007 ISBN 978 0 11 331048 7 Printed in the United Kingdom for The Stationery Office

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iii

Contents
List of figures List of tables OGC’s foreword Chief Architect’s foreword Preface Acknowledgements 1 Introduction
1.1 1.2 1.31.4 Overview Context Goal and scope of Service Transition Usage

v vii viii ix xi xii 1
3 3 7 7

5.2 5.3

Managing organization and stakeholder change Stakeholder management

161 173

6

Organizing for Service Transition
6.1 6.2 6.3 6.4 Generic roles Organizational context for transitioning a service Organization models to support Service Transition Service Transition relationshipwith other lifecycle stages

177
179 179 181 189

7

Technology considerations
7.1 7.2 Knowledge management tools Collaboration Configuration Management system

191
193 194 194

2

Service Management as a practice
2.1 2.2 2.3 2.4 What is Service Management? What are services? Functions and processes across the lifecycle Service Transition fundamentals

11
13 13 14 16

7.3

8Implementing Service Transition
8.1 Stages of introducing Service Transition

197
199

9

Challenges, critical success factors and risks
9.1 9.2 9.3 9.4 Challenges Critical success factors Risks Service Transition under difficult conditions

203
205 205 206 206

3

Service Transition principles
3.1 3.2 Principles supporting Service Transition Policies for Service Transition21
23 24

4

Service Transition processes
4.1 4.2 4.3 4.4 4.5 4.6 4.7 Transition planning and support Change Management Service asset and configuration management Release and deployment management Service validation and testing Evaluation Knowledge management

33
35 42 65 84 115 138 145

Afterword Appendix A: Description of asset types Further information
References

209 213 217
219Glossary
Acronyms list Definitions list

221
223 225

5

Service Transition common operation activities 155
5.1 Managing communications and commitment 157

Index

251

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List of figures
All diagrams in this publication are intended to provide an illustration of ITIL Service Management Practice concepts and guidance. They have been artistically rendered to visually...