ITIL_Intermediate_ServiceTransition_Handbook_ATO 3

ITIL®SERVICETRANSITION PROGRAM HANDBOOK

ITIL® Service Transition HandbookNo part of this document may be reproduced in any form without the written permission of boththe iCert Global and AXELOS Limited. Permission can be requested at www.icertglobal.comand [email protected]:  ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.  The course material is based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.  The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.  ITIL is [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 2 of 360

ITIL® Service Transition HandbookTable of ContentsAbout iCert Global......................................................................................................................................... 4Preface .......................................................................................................................................................... 5About ITIL® Intermediate – Service Transition: an Introduction .................................................................. 6About Other ITIL® Courses – a Summary...................................................................................................... 9MODULE 0: INTRODUCTION ....................................................................................................................... 11MODULE 1: INTRODUCTION TO SERVICE TRANSITION............................................................................... 18MODULE 2: SERVICE TRANSITION PRINCIPLES ........................................................................................... 41MODULE 3: SERVICE TRANSITION PROCESSES ........................................................................................... 74MODULE 4:ACTIVITIES .............................................................................................................................. 267MODULE 5: ORGANIZATION FOR SERVICE TRANSITION........................................................................... 298MODULE 6: TECHNOLOGY CONSIDERATION ............................................................................................ 327MODULE 7: IMPLEMENTING & IMPROVISING SERVICE TRANSITION....................................................... 341iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 3 of 360

ITIL® Service Transition HandbookAbout iCert GlobaliCert Global is one of the leading companies in the professional training industry. Since our inception wehave trained more than 50,000 working professional. We house the best people and the best technologyto take on the toughest challenge which arises in today’s competitive world so that we can providecutting edge solutions for our clients.We are in process of reinventing training industry in such a manner that we cater to exact client needsand find tailor made solutions for them. We are working to innovate and establish industry standards‚develop better tools as well as new cost-effective solutions, and help create convenient access to ourcustomers and manage client requirements effectively. Ultimately‚ we measure our progress not only bysatisfying client requirements and improving the existing process‚ but also by the difference we make inthe people’s lives. We operate in nearly 3 continents, all of which share the same belief in buildingstrong brand loyalty with our customers.We help you accelerate and nourish your career path using industry-recognized certification programs,extending our rich resources to you, locally, nationally, and internationally.Our OfferingiCert Global is a leading provider of professional certification training solutions worldwide. Professionalsfrom across 145+ countries including aspirants from the world's leading Fortune 500 companies haveused iCert Global learning methodology to grow their careers.With its flagship Corporate Training Program (CTP) platform, iCert Global has helped organizationsempower their employees with the right skills and knowledge of best practices for excellence at work. • On-site On-demand Solutions • Consistent Training Delivery Model • Continuous Learning Advantage • Professional Training for Workforce DevelopmentiCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 4 of 360

ITIL® Service Transition HandbookPrefaceThis qualification provides a complete management level overview of service transition and its relatedactivities and the module covers the following topics:  Introduction to service transition  Service transition principles  Service transition processes  Managing people through service transitions  Organizing for service transition  Technology considerations  Implementing and improving service transition  Challenges, critical success factors and risks.The Service Transition qualification would suit candidates in the following IT professions or areas:  Configuration Manager  Change Manager.This information is a guide only and choices will depend on individual career goals and objectives.Service Transition ExaminationThe exam format is as follows:  Multiple choice examination questions  Eight questions per paper  28 marks required to pass (out of 40 available) - 70%  90 minutes’ duration  Closed book.You Will Learn How To:  Prepare for and pass the ITIL Service Transition (ST) Exam  Outline key activities for ST processes  Enhance the quality of IT service provision within an organization  Manage people through service transitions  Measure ST using critical success factors and key performance indicatorsRef: https://www.axelos.com/qualifications/itil/itil-intermediate-level/service-transitioniCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 5 of 360

ITIL® Service Transition HandbookAbout ITIL® Intermediate – Service Transition: anIntroductionInformation Technology Infrastructure Library (ITIL®) is a set of globally recognized best practices for ITService Management that can be tailored to any organization. ITIL® provides the foundation for qualityIT Service Management through documented, proven processes that cover the entire Service Lifecycle. Itis easy for organizations to learn, tailor, and implement ITIL® to suit their environment. A complete ITIL®philosophy has grown around the guidance contained within the ITIL® books and the supportingcertification and qualification scheme.ITIL® is the most widely adopted approach for IT Service Management in the world. It provides apractical, no-nonsense framework for identifying, planning, delivering and supporting IT services to thebusiness.ITIL® Intermediate Level ITIL® Intermediate level has a modular structure with each module holding a different focus.Candidates can take as few or as many Intermediate qualifications as they require, and to suit theirneeds. The Intermediate modules go into more detail than the Foundation level, and are an industry-recognized qualification.The Service Intermediate Lifecycle modules: • ITIL® Service Operation • ITIL® Service Transition • ITIL® Service Strategy • ITIL® Service Design • ITIL® Continual Service ImprovementThe Service Intermediate Capability modules: • ITIL® Operational Support and Analysis • ITIL® Service Offerings and Agreements • ITIL® Release, Control and Validation • ITIL® Planning, Protection and OptimizationiCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 6 of 360

ITIL® Service Transition HandbookTarget AudienceThe main target group for the ITIL® Expert Qualification: Service Transition Certificate includes, but is notrestricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, ITconsultants, IT audit managers, IT security managers, service test managers and ITSM trainers.Qualification Level: IntermediateCourse ObjectivesCandidates can expect to gain competencies in the following upon successful completion of theeducation and examination components related to this certification:  Introduction to Service Transition  Service Transition Principles  Management and control of all Service Transition activities  Service Transition Related activities around communications, commitment and organizational change  Organizing Service Transition  Control and coordination of Service Transition technology related activities  Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks.Prerequisites: Candidates wishing to be trained and examined for this qualification must already holdthe ITIL Foundation Certificate in IT Service Management.Examination Format: Multiple ChoiceNumber of Questions: 8Pass Score: 28/40 or 70%Delivery: Online or Paper Based Examination through an Accredited Training OrganizationExam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sittingthe examination in a language other than their first language have a maximum of 120 minutes and areallowed to use a dictionary)Open/Closed Book: Closed Book.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 7 of 360

ITIL® Service Transition HandbookRecommended ReadingService Transition is the core text for this certification, which can be purchased from www.apmg-businessbooks.com.Reference: http://www.apmg-international.com/en/qualifications/ITILInfoSheets/V3ServiceTransition.aspxiCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 8 of 360

ITIL® Service Transition HandbookAbout Other ITIL® Courses – a SummaryITIL® FoundationITIL® Foundation covers mile wide and inch deep of all lifecycle stages of IT Service Management fromITIL® framework.The purpose of the ITIL® Foundation certificate in IT Service Management is to certify that you havegained knowledge of the ITIL® terminology, structure and basic concepts and have comprehended thecore principles of ITIL® practices for Service Management.After completing the ITIL® foundation course and exam, you will have gained knowledge andunderstanding in the following areas:  Service management as a practice  The ITIL® service lifecycle  Generic concepts and definitions  Key principles and models  Selected processes  Selected functions  Selected roles  Technology and architecture  Competence and trainingITIL® Managing Across the LifecycleITIL® Managing Across the Lifecycle QualificationThe ITIL® Managing Across the Lifecycle (MALC) qualification is a capstone qualification which is the finalrequired module that a candidate must take prior to achieving ITIL® Expert Level.Is it right for me?Upon successful completion of the education and examination components related to this qualification,candidates can expect to gain competencies in the following:• Key concepts of the service lifecycle• Communication and stakeholder management• Integrating service management processes across the service lifecycleiCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 9 of 360

ITIL® Service Transition Handbook • Managing services across the service lifecycle • Governance and organization • Measurement • Implementing and improving service management capability.ITIL® Expert The ITIL® Expert level of qualification is aimed at those individuals who are interested indemonstrating a superior level of knowledge of the ITIL® Scheme in its entirety.Achieving this level of ITIL® qualification will benefit a candidate in both their personal and professionaldevelopment, by aiding career advancement and progression within the IT Service Management field.Candidates who achieve ITIL® Expert level will also satisfy the prerequisite entry criteria for the ITIL®Master Level; the highest level qualification within the ITIL® scheme.Achieving ITIL® Expert LevelThe ITIL® qualifications scheme offers a modular approach to the ITIL® framework. In this scheme,candidates are free to select from a variety of qualifications which focus on targeted areas of the ITIL®Service Lifecycle to varying degrees of depth and specialism.The flexibility of modules available means that candidates are free to tailor their ownindividual qualifications portfolio to their own personal and professional requirements.ITIL® Master Qualification The ITIL® Master Qualification Certificate validates the capability of the candidate to apply theprinciples, methods and techniques from ITIL® in the workplace.To achieve the ITIL® Master Qualification the candidate must be able to explain and justify how theyselected and individually applied a range of knowledge, principles, methods and techniques from ITIL®and supporting management techniques, to achieve desired business outcomes in one or more practicalassignments.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 10 of 360

MODULE 0: INTRODUCTION

ITIL® Service Transition HandbookiCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 12 of 360

ITIL® Service Transition HandbookiCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 13 of 360

ITIL® Service Transition HandbookiCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 14 of 360

ITIL® Service Transition HandbookCopyright © AXELOS Limited 2011. Reproduced under licence from AXELOS. All rightsreserved.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 15 of 360

ITIL® Service Transition HandbookCopyright © AXELOS Limited 2011. Reproduced under licence from AXELOS. All rightsreserved.ITIL® is part of a suite of best-practice publications for IT service management (ITSM). ITIL® providesguidance to service providers on the provision of quality IT services and on the processes, functions andother capabilities needed to support them. ITIL® is used by many hundreds of organizations around theworld and offers best-practice guidance applicable to all types of organization that provide services.ITIL® is not a standard that has to be followed; it is guidance that should be read and understood, andused to create value for the service provider and its customers. Organizations are encouraged to adoptITIL® best practices and to adapt them to work in their specific environments in ways that meet theirneeds.ITIL® Service Transition provides best-practice guidance for the service transition stage of the ITIL®service lifecycle. Although this publication can be read in isolation, it is recommended that it is used inconjunction with the other core ITIL® publications.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 16 of 360

ITIL® Service Transition HandbookCopyright © AXELOS Limited 2011. Reproduced under licence from AXELOS. All rightsreserved.Each one addresses capabilities having direct impact on a service provider’s performance. The core isexpected to provide structure, stability and strength to service management capabilities, with durableprinciples, methods and tools. This serves to protect investments and provide the necessary basis formeasurement, learning and improvement. The introductory guide, Introduction to the ITIL® ServiceLifecycle, provides an overview of the lifecycle stages described in the ITIL® core.ITIL® guidance can be adapted to support various business environments and organizational strategies.Complementary ITIL® publications provide flexibility to implement the core in a diverse range ofenvironments. Practitioners can select complementary publications as needed to provide traction forthe ITIL® core in a given context, in much the same way as tyres are selected based on the type ofvehicle, purpose and road conditions. This is to increase the durability and portability of knowledgeassets and to protect investments in service management capabilities.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 17 of 360

ITIL® Service Transition HandbookMODULE 1: INTRODUCTION TO SERVICE TRANSITIONiCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 18 of 360

ITIL® Service Transition HandbookService Management - IntroductionIT service management or IT service support management (ITSM or ITSSM) refers to theimplementation and management of quality IT services that meet the needs of the business. IT servicemanagement is performed by IT service providers through an appropriate mix of people, process andinformation technology. The following represents a characteristic statement from the ITSM literature:Providers of IT services can no longer afford to focus on technology and their internal organization; theynow have to consider the quality of the services they provide and focus on the relationship withcustomers.No one author, organization, or vendor owns the term \"IT service management\" and the origins of thephrase are unclear.ITSM is process-focused and in this sense has ties and common interests with process improvementmovement (e.g., TQM, Six Sigma, business process management, CMMI) frameworks andmethodologies. The discipline is not concerned with the details of how to use a particular vendor'sproduct, or necessarily with the technical details of the systems under management. Instead, it focusesupon providing a framework to structure IT-related activities and the interactions of IT technicalpersonnel with business customers and users.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 19 of 360

ITIL® Service Transition HandbookITSM is generally concerned with the \"back office\" or operational concerns of information technologymanagement (sometimes known as operations architecture), and not with technology development. Forexample, the process of writing computer software for sale, or designing a microprocessor would not bethe focus of the discipline, but the computer systems used by marketing and business development staffin software and hardware companies would be. Many non-technology companies, such as those in thefinancial, retail, and travel industries, have significant information technology systems which are notexposed to customers.In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT– although its historical roots in IT operations may limit its applicability across other major IT activities,such as IT portfolio management and software engineering.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 20 of 360

ITIL® Service Transition HandbookIntroduction: Service – Value PropositionServices are a means of delivering value to customers by facilitating the outcomes customers want toachieve without the ownership of specific costs and risks. Services facilitate outcomes by enhancing theperformance of associated tasks and reducing the effect of constraints. These constraints may includeregulation, lack of funding or capacity, or technology limitations. The end result is an increase in theprobability of desired outcomes. While some services enhance performance of tasks, others have amore direct impact – they perform the task itself.The preceding paragraph is not just a definition, as it is a recurring pattern found in a wide range ofservices. Patterns are useful for managing complexity, costs, flexibility and variety. They are genericstructures useful to make an idea applicable in a wide range of environments and situations. In eachinstance the pattern is applied with variations that make the idea effective, economical or simply usefulin that particular case.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 21 of 360

ITIL® Service Transition HandbookIntroduction: Service – FunctionA function is a team or group of people and the tools or other resources they use to carry out one ormore processes or activities. In larger organizations, a function may be broken out and performed byseveral departments, teams and groups, or it may be embodied within a single organizational unit (e.g.the service desk). In smaller organizations, one person or group can perform multiple functions – forexample, a technical management department could also incorporate the service desk function.For the service lifecycle to be successful, an organization will need to clearly define the roles andresponsibilities required to undertake the processes and activities involved in each lifecycle stage. Theseroles will need to be assigned to individuals, and an appropriate organization structure of teams, groupsor functions will need to be established and managed. These are defined as follows:  Group - A group is a number of people who are similar in some way. In ITIL® , groups refer to people who perform similar activities, even though they may work on different technologies or report into different organizational structures or even different companies. Groups are usually not formal organizational structures, but are very useful in defining common processes across the organization – for example, ensuring that all people who resolve incidents complete the incident record in the same way.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 22 of 360

ITIL® Service Transition Handbook Team - A team is a more formal type of group. These are people who work together to achieve a common objective, but not necessarily in the same organizational structure. Team members can be co-located, or work in multiple locations and operate virtually. Teams are useful for collaboration, or for dealing with a situation of a temporary or transitional nature. Examples of teams include project teams, application development teams (often consisting of people from several different business units) and incident or problem resolution teams. Department - Departments are formal organizational structures which exist to perform a specific set of defined activities on an ongoing basis. Departments have a hierarchical reporting structure with managers who are usually responsible for the execution of the activities and also for day-to-day management of the staff in the department. Division - A division refers to a number of departments that have been grouped together, often by geography or product line. A division is normally self-contained.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 23 of 360

ITIL® Service Transition HandbookIntroduction: Service – ProcessiCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 24 of 360

ITIL® Service Transition HandbookCopyright © AXELOS Limited 2011. Reproduced under licence from AXELOS. All rightsreserved.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 25 of 360

ITIL® Service Transition HandbookProcesses define actions, dependencies and sequence. Well-defined processes can improve productivitywithin and across organizations and functions. Process characteristics include:  Measurability We are able to measure the process in a relevant manner. It is performance- driven. Managers want to measure cost, quality and other variables while practitioners are concerned with duration and productivity.  Specific results The reason a process exists is to deliver a specific result. This result must be individually identifiable and countable.  Customers Every process delivers its primary results to a customer or stakeholder. Customers may be internal or external to the organization, but the process must meet their expectations.  Responsiveness to specific triggers While a process may be ongoing or iterative, it should be traceable to a specific trigger.A process is organized around a set of objectives. The main outputs from the process should be drivenby the objectives and should include process measurements (metrics), reports and processimprovement.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 26 of 360

ITIL® Service Transition HandbookIntroduction: Service > RolesA role is a set of responsibilities, activities and authorities granted to a person or team. A role is definedin a process or function. One person or team may have multiple roles – for example, the roles ofconfiguration manager and change manager may be carried out by a single person.A number of roles need to be performed during the service lifecycle. The core ITIL® publications provideguidelines and examples of role descriptions. These are not exhaustive or prescriptive, and in manycases roles will need to be combined or separated. Organizations should take care to apply this guidancein a way that suits their own structure and objectives.Roles are often confused with job titles but it is important to realize that they are not the same. Eachorganization will define appropriate job titles and job descriptions which suit their needs, and individualsholding these job titles can perform one or more of the required roles.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 27 of 360

ITIL® Service Transition HandbookIntroduction: Fundamentals > PurposeThe purpose of the service transition stage of the service lifecycle is to ensure that new, modified orretired services meet the expectations of the business as documented in the service strategy and servicedesign stages of the lifecycle.The objectives of service transition are to:  Plan and manage service changes efficiently and effectively  Manage risks relating to new, changed or retired services  Successfully deploy service releases into supported environments  Set correct expectations on the performance and use of new or changed services  Ensure that service changes create the expected business value  Provide good-quality knowledge and information about services and service assets.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 28 of 360

ITIL® Service Transition HandbookIntroduction: Fundamentals – GoalsIn order to achieve these objectives, there are many things that need to happen during theservice transition lifecycle stage. These include:  Planning and managing the capacity and resources required to manage service transitions  Implementing a rigorous framework for evaluating service capabilities and risk profiles before new or changed services are deployed  Establishing and maintaining the integrity of service assets  Providing efficient repeatable mechanisms for building, testing and deploying services and releases  Ensuring that services can be managed, operated and supported in accordance with constraints specified during the service design stage of the service lifecycle.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 29 of 360

ITIL® Service Transition HandbookIntroduction: Fundamentals – ObjectiveiCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 30 of 360

ITIL® Service Transition HandbookIntroduction: ScopeITIL® Service Transition provides guidance for the development and improvement of capabilities fortransitioning new and changed services into supported environments, including release planning,building, testing, evaluation and deployment. The publication also considers service retirement andtransfer of services between service providers. The guidance focuses on how to ensure that therequirements from service strategy, developed in service design, are effectively realized in serviceoperation while controlling the risks of failure and subsequent disruption.Consideration is given to:  Managing the complexity associated with changes to services and service management processes  Allowing for innovation while minimizing the unintended consequences of change  Introducing new services  Changes to existing services, e.g. expansion, reduction, change of supplier, acquisition or disposal of sections of user base or suppliers, change of requirements or skills availability  Decommissioning and discontinuation of services, applications or other service components  Transferring services to and from other service providers.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 31 of 360

ITIL® Service Transition HandbookCopyright © AXELOS Limited 2011. Reproduced under licence from AXELOS. All rightsreserved.The processes described in ITIL® Service Transition can be categorized into two groups, based on theextent to which process activities take place within the service transition stage of the service lifecycle.Processes with significant activities throughout the service lifecycleThe first group processes that are critical during the service transition stage but influence and support allstages of the service lifecycle. These comprise:  Change management  Service asset and configuration management  Knowledge management.Processes which have most of their activities in the service transition stage of the service lifecycle. Thesecond group processes that are strongly focused within the service transition stage:  Transition planning and support  Release and deployment management  Service testing and validation  Change evaluation.Some activities of all service transition processes may be carried out during the service design stage ofthe service lifecycle for example, design of a release package or planning of a service transition.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 32 of 360

ITIL® Service Transition HandbookAbove diagram shows all of the processes described in ITIL® Service Transition. Processes that are largelywithin the service transition stage of the service lifecycle are shown within the central rectangle; theother stages of the service lifecycle that come before and after these processes are shown in the smallerdarker rectangles.Introduction: ProcessesiCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 33 of 360

ITIL® Service Transition HandbookIntroduction: InputsAt the center of the service lifecycle is service strategy. Value creation begins here with understandingorganizational objectives and customer needs. Every organizational asset including people, processesand products should support the strategy.ITIL® Service Strategy provides guidance on how to view service management not only as anorganizational capability but as a strategic asset. It describes the principles underpinning the practice ofservice management which are useful for developing service management policies, guidelines andprocesses across the ITIL® service lifecycle.Topics covered in ITIL® Service Strategy include the development of market spaces, characteristics ofinternal and external provider types, service assets, the service portfolio and implementation of strategythrough the service lifecycle. Business relationship management, demand management, financialmanagement, organizational development and strategic risks are among the other major topics.Organizations should use ITIL® Service Strategy to set objectives and expectations of performancetowards serving customers and market spaces, and to identify, select and prioritize opportunities.Service strategy is about ensuring that organizations are in a position to handle the costs and risksassociated with their service portfolios, and are set up not just for operational effectiveness but fordistinctive performance.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 34 of 360

ITIL® Service Transition HandbookOrganizations already practicing ITIL® can use ITIL® Service Strategy to guide a strategic review of theirITIL® -based service management capabilities and to improve the alignment between those capabilitiesand their business strategies. ITIL® Service Strategy will encourage readers to stop and think about whysomething is to be done before thinking of how.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 35 of 360

ITIL® Service Transition HandbookIntroduction: OutputsLifecycle Stage Service transition inputs Service transition outputsService strategy • Transitioned services Service design • Vision and mission Service • Information and feedback portfolio Policies for business cases and • Strategies and strategic plans service portfolio • Priorities • Response to change • Change proposals, including utility proposals Service portfolio and warranty requirements and updates Change schedule expected timescales • Feedback on strategies • Financial information and budgets and policies Financial • Input to change evaluation and information for input to change advisory board budgets Financial reports • (CAB) meetings • Knowledge & information in the SKMS • Service catalogue • Service catalogue updates • Service design packages, • Feedback on all aspects of including: service design and service o Details of utility and warranty design packages o Acceptance criteria • Input and feedback on o Service models transition plansiCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 36 of 360

ITIL® Service Transition HandbookService operation o Designs and interface • Response to RFCs specifications • Knowledge andContinual service o Transition plans information in the SKMS improvement o Operation plans and procedures (including the CMS) • Requests for change (RFCs) to • Design errors identified in transition or deploy new or changed transition for re- design services • Evaluation reports • Input to change evaluation and CAB meetings • New or changed services • Designs for service transition • Known errors processes and procedures Service • Standard changes for use level agreements, operational level in request fulfillment agreements and underpinning • Knowledge and contracts information in the SKMS (including the CMS) • RFCs to resolve operational issues • Change schedule • Feedback on quality of transition • Test reports activities Input to operational • Change evaluation reports testing • Knowledge and • Actual performance information information in the SKMS • Input to change evaluation and • Achievements against CAB meetings metrics, KPIs and CSFs Improvement opportunities • Results of customer and user logged in the continual satisfaction surveys service improvement • Input to testing requirements register • Data required for metrics, KPI • (KPIs) and critical success factors (CSFs) • Input to change evaluation and CAB meetings • Service reports & RFCs for implementing improvements.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 37 of 360

ITIL® Service Transition HandbookIntroduction: Value to BusinessSelecting and adopting the best practice as recommended in this publication will assist organizations indelivering significant benefits. It will help readers to set up service transition and the processes thatsupport it, and to make effective use of those processes to facilitate the effective transitioning of new,changed or decommissioned services.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 38 of 360

ITIL® Service Transition HandbookAdopting and implementing standard and consistent approaches for service transition will:  Enable projects to estimate the cost, timing, resource requirement and risks associated with the service transition stage more accurately  Result in higher volumes of successful change  Be easier for people to adopt and follow  Enable service transition assets to be shared and re-used across projects and services  Reduce delays from unexpected clashes and dependencies. for example, if multiple projects need to use the same test environment at the same time  Reduce the effort spent on managing the service transition test and pilot environments  Improve expectation setting for all stakeholders involved in service transition including  customers, users, suppliers, partners and projects  Increase confidence that the new or changed service can be delivered to specification without unexpectedly affecting other services or stakeholders  Ensure that new or changed services will be maintainable and cost-effective  Improve control of service assets and configurations.Optimizing Service Transition PerformanceIn order to be effective and efficient, service transition must focus on delivering what the businessrequires as a priority and doing so within financial and other resource constraints.Metrics for alignment with the business and IT plans - The service transition lifecycle stage and releaseplans need to be aligned with the business, service management and IT strategies and plans.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 39 of 360

ITIL® Service Transition HandbookTypical metrics that can be used in measuring this alignment are:  Increased percentage of service transition plans that are aligned with the business, IT, service management strategies and plans  Percentage of customer and stakeholder organizations or units that have a clear understanding of the service transition practice and its capabilities  Percentage of service lifecycle budget allocated to service transition activities  Quality rating of the plans including adherence to a structured approach, compliance with the plan templates and completeness of the plans  Percentage of planning meetings where stakeholders have participated  Percentage of service transition plans that are aligned with the service transition policies  Percentage of strategic and tactical projects that adopt the service transition service practices  Percentage of release planning documents that are quality assured by staff working in service transition roles.Metrics for service transition - Measuring and monitoring the performance of the service transitionlifecycle stage should focus on the delivery of the new or changed service against the predicted levels ofwarranty, service level, resources and constraints within the service design or release package.Metrics should therefore be aligned with the metrics for service design, and may include the variation inpredicted versus actual measures for:  Resource utilization against capacity  Capabilities (where these can be measured)  Warranties  Service levels  Cost against approved budget  Time  Quality of service, e.g. satisfaction rating or service levels met, breached and near misses  Value  Errors and incidents  Risks.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 40 of 360

ITIL® Service Transition HandbookMODULE 2: SERVICE TRANSITION PRINCIPLESiCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 41 of 360

ITIL® Service Transition HandbookPrinciples - Key ConceptsThe value of a service can be considered to be the level to which that service meets a customer’sexpectations. It is often measured by how much the customer is willing to pay for the service, ratherthan the cost to the service provider of providing the service or any other intrinsic attribute of theservice itself.From the customer’s perspective, value consists of achieving business objectives. The value of a serviceis created by combining two primary elements: utility (fitness for purpose) and warranty (fitness foruse). These two elements work together to achieve the desired outcomes upon which the customer andthe business base their perceptions of a service.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 42 of 360

ITIL® Service Transition HandbookPrinciples - Key Concepts“Utility is what the service does, and warranty is how it is delivered.”Copyright © AXELOS Limited 2011. Reproduced under licence from AXELOS. All rightsreserved.Utility is the functionality offered by a product or service to meet a particular need. Utility can besummarized as ‘what the service does’, and can be used to determine whether a service is able to meetits required outcomes, or is ‘fit for purpose’. Utility refers to those aspects of a service that contribute totasks associated with achieving outcomes. For example, a service that enables a business unit to processorders should allow sales people to access customer details, stock availability, shipping information etc.Any aspect of the service that improves the ability of sales people to improve the performance of thetask of processing sales orders would be considered utility. Utility can therefore represent any attributeof a service that removes, or reduces the effect of, constraints on the performance of a task.Warranty is an assurance that a product or service will meet its agreed requirements. This may be aformal agreement such as a service level agreement or contract, or a marketing message or brandimage. Warranty refers to the ability of a service to be available when needed, to provide the requiredcapacity, and to provide the required reliability in terms of continuity and security. Warranty can besummarized as ‘how the service is delivered’, and can be used to determine whether a service is ‘fit foriCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 43 of 360

ITIL® Service Transition Handbookuse’. For example, any aspect of the service that increases the availability or speed of the service wouldbe considered warranty. Warranty can therefore represent any attribute of a service that increases thepotential of the business to be able to perform a task. Warranty refers to any means by which utility ismade available to the users.Copyright © AXELOS Limited 2011. Reproduced under licence from AXELOS. All rightsreserved.Asset  Any resource or capabilityCustomer asset  Any resource or capability used by a customer to achieve a business outcome.Service asset  Any resource or capability used by a service provider to deliver services to a customer.There are two types of asset used by both service providers and customers – resources and capabilities.Organizations use them to create value in the form of goods and services. Resources are direct inputsfor production. Capabilities represent an organization’s ability to coordinate, control and deployresources to produce value. Capabilities are typically experience-driven, knowledge-intensive,information-based and firmly embedded withinAn organization’s people, systems, processes and technologies. It is relatively easy to acquire resourcescompared to capabilities.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 44 of 360

ITIL® Service Transition HandbookPrinciples - Key PoliciesiCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 45 of 360

ITIL® Service Transition HandbookPolicy  All service changes must be managed by the service transition lifecycle stage, except for standard changes that follow a procedure defined during the service transition lifecycle stage.  The scope of service change must be documented. This scope should include all changes to the service portfolio or service catalogue and should normally exclude business process changes and some minor operational changes.Best practice  The definition of a change is clearly explained.  Internal and external changes are differentiated.  Changes are justified through the development of a clear business case. This may be provided as part of the documentation for the change or in the case of a standard change it may be predefined.  Changes to services are defined in a service design package, which can be used by service transition to measure the actual versus predicted progress and performance.  The change management process should be standardized and enforced.  Management commitment to enforcing the process is essential, and it must be clearly visible to all stakeholders.  Configuration auditing aims to identify unauthorized changes.  Late requests for changes that cannot be properly managed should not be accepted.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 46 of 360

ITIL® Service Transition HandbookPrinciples - Implement All Changes to Services through Service Transition There should be a single focal point for changes to supported services, to minimize the probability of conflicting changes and potential disruption. People who do not have the authority to make a change or release into the supported environment should be prevented from having access. Each release will be designed and governed by a request for change raised via the change management process to ensure effective control and traceability. All standard changes, normal changes and emergency changes must follow policy, principles and processes defined by service transition. Standardized methods and procedures are used for efficient and prompt handling of all changes in order to minimize the impact of change- related incidents on business continuity, service quality and re-work. All updates to changes and releases are recorded against service assets and/or configuration items (CIs) in the configuration management system.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 47 of 360

ITIL® Service Transition HandbookPrinciples - Adopt a common Framework and Standards Implement industry best practice as the basis of standardization to enable integration across the supply chain. Control the service transition framework and standards under the direction of change management and service asset and configuration management. Ensure that processes are adopted consistently by scheduling regular reviews and audits of the service management processes.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 48 of 360

ITIL® Service Transition Handbook Publish standards and best practices for service transition. Provide a framework for establishing consistent processes for assuring and evaluating the service capability and risk profile before and after a release is deployed. A flowchart such as that shown in Figure 8.2 can be helpful for identifying how the various service transition processes work together to achieve this. Provide supporting systems to automate standard processes in order to reduce resistance to adoption. Ensure that there is management understanding of the need for standard ways of working by developing and delivering improvements based on a sound business case. Establish the level of management and stakeholder commitment and take action to close any gaps. Continually plan how to improve the buy-in to adopting a common framework and standards.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 49 of 360

ITIL® Service Transition HandbookPrinciples - Maximize re-use of Established Processes and Systems Re-use established processes and systems wherever possible. Capture data and information from the original source to reduce errors and aid efficiency. Develop re-usable standard service transition models to build up experience and confidence in the service transition activities. Implement industry standards and best practice as the basis of standardization to enable integration of deliverables from many suppliers.iCert Global. All rights Reserved | \"ITIL® is [registered ] trademark of Axelos Limited. The Swirl logoTM is a Trade Mark of the Axelos Limited,used under the permission of Axelos Limited. All rights reserved. Page 50 of 360