Itilv3

ITIL Version 3 | |
|Service Transition |

|[pic] |

|The ITIL Core consists of five publications. Each provides the guidance necessary for an |
|integrated approach, asrequired by the ISO/IEC 20000 standard specification: |
|Service Strategy |
|Service Design |
|Service Transition |
|Service Operation|
|Continual Service Improvement. |

|I N D I C E |

Foreword 12
OGC’s foreword 12
Preface 15
Contact information 16Acknowledgements 17
Chief Architect and authors 17
ITIL authoring team 17
Mentors 17
Further contributions 17
The ITIL Advisory Group 18
Reviewers 18
1 Introduction 19
1.1 Overview 20
1.2 Context 22
1.2.1 Service Management 22
1.2.2 Good practice in the public domain 22
1.2.3 ITIL and good practice in Service Management 24
1.2.3.1 Service Strategy25
1.2.3.2 Service Design 26
1.2.3.3 Service Transition 26
1.2.3.4 Service Operation 27
1.2.3.5 Continual Service Improvement 27
1.3 Goal and scope of Service Transition 28
1.3.1 Goal 28
1.3.2 Scope 28
1.4 Usage 30
1.4.1 Target audience 30
1.4.2 Benefits of this publication 30
Chapter 2 – Service Management as apractice 31
Chapter 3 – Service Transition principles 31
Chapter 4 – Service Transition processes 31
Chapter 5 – Service Transition common operation activities 31
Chapter 6 – Organizing Service Transition 32
Chapter 7 – Service Transition technology considerations 32
Chapter 8 – Implementing Service Transition 32
Chapter 9 – Challenges,critical success factors and risks 32
Afterword 32
Appendix A: Description of asset types 32
2 Service Management as a practice 33
2.1 What is Service Management? 33
2.2 What are services? 35
2.2.1 The value proposition 35
2.3 Functions and processes across the lifecycle 36
2.3.1 Functions 36
2.3.2 Processes 36
2.3.3 Specialization andcoordination across the lifecycle 37
2.4 Service Transition fundamentals 38
2.4.1 Purpose, goals, and objectives 38
2.4.2 Scope 39
2.4.3 Value to business 40
2.4.4 Optimizing Service Transition performance 41
2.4.4.1 Measurements for alignment with the business and IT plans 41
2.4.4.2 Measurements for Service Transition 41
2.4.5 Interfaces to otherservice lifecycle stages 42
2.4.5.1 Inputs to Service Transition 42
2.4.5.2 Outputs from Service Transition 43
2.4.6 Processes within Service Transition 44
2.4.6.1 Processes that support the service lifecycle 44
2.4.6.2 Processes within Service Transition 44
3 Service Transition principles 45
3.1 Principles supporting Service Transition 46
3.1.1Define a service 46
3.1.2 Service utilities and warranties 47
3.2 Policies for Service Transition 49
3.2.1 Define and implement a formal policy for Service Transition 49
3.2.2 Implement all changes to services through Service Transition 49
3.2.3 Adopt a common framework and standards 50
3.2.4 Maximize re-use of established processes and systems 51
3.2.5...