ITIL Service Transition

Service transition makes sure that new or changed service satisfies the needs of customers and business expectations as documented in the service strategy and service design lifecycle stages.

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The transition lifecycle stage takes the overall care of transition part of an organization from one state to another, mean while delivering the capabilities for service operation and continual service improvement. The main aim of the transition stage is to plan and manage changes efficiently as well as effectively and at the same time controlling risks and delivering knowledge for decision support.

The transition guidance covers the practices in change management, service asset and configuration management, release and deployment management, change evaluation, and knowledge management and places them in the practical context of service management.

Without ample or appropriate knowledge, transition will never be successful

The capacity to deliver a quality service or process depends a lot on the ability of those involved to respond to situations or circumstances and that in turn completely relies on their understanding of the situation, the option, the consequences and benefits - their knowledge of the situation in which they are currently, or in which they may find themselves. The knowledge within the realm of service transition might include:

  • Identity of stake holders
  • Performance expectations and acceptable risk levels
  • Timescales and available resources

The quality and relevance of the knowledge relies on the accessibility, quality and continued relevance of the basic data and information available to the service staff

The key purpose of knowledge management process is to share ideas, perspectives information and experience; secondly, to make sure that these are available in the right place at the right time to enable better and informed decisions; and third, to improve efficiency by mitigating the need for rediscovering knowledge.

Release and deployment management is another important area in Service transition.

Release and Deployment Management is a set of various strategies, key points, and techniques including: building and testing the release, planning a release, planning the deployment, planning pilots, deploying the release, testing the deployment, communicating with change management and inform the change management that release has been deployed

The overall process of release and deployment is interlinked with, Service Validation and Testing, Change Management and Service Evaluation. The final release needs a green signal from the Change Advisory Board (CAB) to go into production; this approval approves that during all stages of release and deployment product was monitored, so it's all set for mass production. Release and Deployment Management also makes it sure that customers have the skills and knowledge to use the service to its full potential and that the support staff and operations are well informed about the service levels and the warranties of the product. The Release and Deployment Management department is also considered as the lifeblood of the Service Transition process.

Service asset and configuration management (SACM) is a topic which cannot be left unexplained.

The purpose of the SACM process is to make sure that the assets required to deliver services are properly controlled, and make sure that reliable and accurate information about these assets is available wherever and whenever it is required. This information also constitutes of details like the relationships between assets and how the assets have been configured.

What is Transition?

Transition is a change and the most important area in Transition is managing the change, the process is called Change Management.

Change management is a term that very often falls into controversies. Sometimes it's a victim, if the result is less than targeted: "That initiative failed because we didn't focus enough on change management." Not to forget at times it helps to gather eyeballs for project activities that might otherwise get overlooked: "Everything was possible because we implemented the new process; let's not forget about the change management."

Change management is a process which assures that the changes which are taking place in the organization are monitored throughout the stages so that no scope of error is left unturned. It is a very organized approach to ensure that changes are implemented effectively and efficiently. The change can range from a simple process change to major things like policy and strategy changes. So change management is a very important term as well as process in Service Transition.

To understand the constituent processes of service transition watch below video:

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And if you've got any questions, comment away!

All the best.

About the Author

Eshna VermaEshna Verma

Eshna writes on PMP, PRINCE2, ITIL, ITSM, & Ethical Hacking. She has done her Masters in Journalism and Mass Communication and is a Gold Medalist in the same. A voracious reader, she has penned several articles in leading national newspapers like TOI, HT, and The Telegraph. She loves travelling and photography.

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