Service Transition

Introduction

• Objectives:

• To realize, plan and manage the new service

• Ensure minimum impact for existing services

• Improve customer satisfaction and

• Stimulate the proper use of the service

• Scope :

Include the management and coordination of processes, systems and functions required

for the packaging, testing and deployment of a release into production in accordance to

stakeholder requirements.
Steps Involved :
Service Transition generally comprises of the following steps:

• Planning and preparation

• Building and testing

• Building pilots if any

• Planning and preparation of the deployment

• Deployment and transition

• Review and closing of Service Transition

Service Transition in organizational change

• Service Transition must :

• Show awareness of the different cultures at organizational at individual
  
  level

• Includes active participation in the changing of people’s
  
  attitudes

• Support individuals in such a way that implementation of changes is
  
  consistently executed

• Evaluate whether the IT organization is sufficiently capable

• Guarantee that the change is accepted by the majority in their daily work
  
  method

• Take care to ensure that knowledge transfer, training , team building,
  
  process improvement and evaluation of staff are sufficiently competent

Processes :

• Processes of Service Transition:

• Transition planning and support

• Change management

• Service asset and configuration management

• Release and deployment management

• Service validation and testing

• Evaluation

• Service knowledge management

Transition planning and support

• ensures the planning and coordination of resources to realize the specification
  
  of service design

• ensures the identification, management and minimization of risks which can
  
  interrupt the service during the transition phase

Change Management

• To ensure that changes are deployed in a controlled way, evaluated,
  
  prioritized, planned, tested, implemented and documented

• Reasons of change :

• Cost reduction

• Service improvement

• Failure of the service provision

• A changed environment

Service Asset and Configuration Management (SACM)

• To define the service and infrastructure components and the maintenance of
  
  accurate configuration records

• It is important to:

• Protect the integrity of the service assets and configuration items (CIs)

• Categorize all assets and CIs in configuration management

• Support the business and service management processes
  
  effectively

Release and Deployment Management

• Objectives :

• Release and deployment are carried out according to plan

• Release package successfully deployed

• Transfers knowledge to client

• Minimal disturbance to services

Service Validation and testing

• Objectives :

• The release fulfils the expectation of the client

• The services are “ fit for purpose” and fit for use”

• The specifications (requirement) of the client and other stakeholders are
  
  defined

• The Goals is to deliver a service which is of added value to the client’s
  
  business.

• When not properly tested, additional incidents, problems and cost
  
  occur

Evaluation

• Objectiveisto define performance of a service change

• Delivers important input for Continual Service Improvement (CSI)

Knowledge Management

• Objectives :

• Enable service provider to improve the efficiency and quality of the
  
  services

• Ensure service provider’s staff have access to adequate
  
  information

The goal of Knowledge Management : is to improve quality of decision-making by ensuring

that reliable and secure information is available during the service lifecycle.
Generic Roles

• Process owner-the process owner ensure that all process activities are carried
  
  out and :

• Is responsible for the process strategy, and assists in the
  
  design

• Provides process documentation, guidelines and procedures and their
  
  application

• Ensures there are adequate resources

Generic Roles

• Service owner –service owner holds the responsibility, toward the client, for
  
  the initiation, transition and maintenance of a service and :

• Is the contact person and ensure that the service meets the
  
  requirements

• Identifies improvement points data and reports for service
  
  monitoring

• Is accountable for the delivery of the service to IT
  
  management

Roles & Responsibilities

• Service Transition is actively managed by a Service Transition
  
  manager.

• The service Transition manager is responsible for the daily management and
  
  control of the Service Transition teams and their activities.

Roles & Responsibilities
Responsibilities of Service Asset Manager:

• Formulating process objective and implementing policy, process standards, plans
  
  and proceduresEvaluating existing asset management systems and implementing new
  
  systemsEstablish scope and function of the process & make know to staff

Responsibilities of configuration manager:

• Formulating process objective and implementing policy, process standards, plans
  
  and proceduresEvaluating the existing configuration management systems and implementing
  
  the new systemsIndicating the scope and function of the process, which item must be
  
  managed and the information that must be established

Responsibility of Change manger :

• Receiving, logging and prioritizing RFCs, process RFC based on
  
  criteriaPreparing and chairing Change Advisory Board (CAB) and ECAB meeting Deciding
  
  who attends which meeting, who receives RFCs, what must be changedRoles &
  
  Responsibilities

Responsibilities of Release packaging and build manager :

• Establish final release configurationBuild final release and testing Reporting
  
  known faults and workaroundsInput to the final implementation sign-off

Responsibilities of deployment manager :

• Coordinate the final service implementationCoordinate all release
  
  documentation, release notes and communicationPlan the deployment, in combination with
  
  change management, knowledge management and SACM

Emotional change cycle

• One of the biggest causes of failure of changes is not sufficiently considering
  
  the way in which the changes affect people

• The emotional phase are :

• Shock

• Avoidance

• External blame

• Self blame

• Acceptance

Organization Change management

• The following aspects are important to organization change
  
  management:

• The emotional change cycle

• The role of service Transition in organizational change

• Planning and implementation of organizational changes

• Products

• Evaluation of readiness for organizational change

• Monitoring of progress

• Manage organizational change in sourcing

• Methods and techniques for organizational changes

Change Activities

• Change management activities comprised of:

• Change planning and management

• Releasing planning

• Communication

• Change authorization

• Set up recovery plan

• Reporting

• Impact assessment

• Continual improvement

Activities for individual changes

• Specific activities of individual changes :

• Create and record the Request For Change (RFC)

• Review the RFC

• Assess and evaluate change

• Authorize change

• Plan updates

• Coordinate change implementation

• Review and close change

SACM Activities

• The SACM activities are:

• Management and planning

• Configuration identification

• Configuration management (control)

• Status accounting and reporting

• Verification and audits

Activities of releasing & deployment management

• Process activities of release & deployment management :

• Planning

• Preparation of building, testing and deployment

• Building and testing

• Service tests and pilots

• Planning and preparation for deployment

• Transfer deployment and retirement

• Verify deployment

• Early Life Support (ELS)

• Review and close

Test process Activities

• Test process activities are not conducted in a fixed order and can be
  
  implemented in parallel

• Validation and test management

• Planning and design test

• Verification of test plan and design

• Preparing the test environment

• Testing

• Evaluation of exit criteria and reports

• Cleaning up and closure

Evaluation Process

• The evaluation process activities:

• Planning the evaluation

• Evaluation of the predicted performance

• Evaluation of the actual performance

• Risk management

Knowledge management Activities

• Knowledge management activities :

• Knowledge management strategy

• Knowledge transfer

• Data and information management

• The use of the Service Knowledge Management System (SKMS)

Stakeholder management

• Stakeholder management is a Crucial Success Factorin service
  
  Transition

• To identify :

• Who are the stakeholders ?

• What are their interest ?

• What are their influence ?

• How are they included in the project or program ?

• What information is shared with them ?

Risks

• Potential risk of service Transition are:

• De-motivation of staff as a result of change responsibilities and
  
  roles

• Unforeseen expenses

• Resistance to change

• Lack of knowledge sharing

• Poor integration between processes

• Lack of maturity and integration of system tools

Source by : OGC