Service Transition Principles Tutorial

2.1 Service Transition Principles

Learning Unit 2 – is about Service Transition principles. Here we will discuss about Service Transition policies, principles and best practices; Optimizing Service Transition performance; Inputs to and outputs from Service Transition to other lifecycle phases.

2.2 Service Transition Principles

This module describes some of the key policies of Service Transition that will enable service providers to plan and implement the Service Transition best practices. These principles are the same irrespective of the organization; however, the approach may need to be tailored to circumstances, including the size, distribution, culture and resources. These include: The key policies and best practice principles that aid effective service transition. These Policies should clearly state the objectives and any non-compliance with the policy shall be remedied. It is equally important to align the policies with the overall governance framework, organization and Service Management policies. With defined policies it is important to put the measurement in place with Optimizing service transition performance. Inputs from Service Strategy influence the overall approach, structures and constraints that apply to Service Transitions. The clearest set of outputs from Service Transition is to Service Operations and the customer and user community to whom services are delivered following successful Service Transition. In the next slide let us look at the concept policies and principles.

2.3 Policies And Principles

After the introduction of the policy let us understand the other policies and principles. Let us start with the first policy which is Define and implement a formal policy for Service Transition. This refers to defining a policy for transition activities. A formal policy for Service Transition should be defined, documented and approved by the management team, who ensure that it is communicated throughout the organization and to all relevant suppliers and partners. There are certain principles which need to be taken care of. For example; these Policies should clearly state the objectives and any non-compliance with the policy shall be remedied. Alignment of these policies with the overall governance framework, organization and Service Management policies is a must. Now let us move to our Second policy: Implement all changes to services through Service Transition. This policy refers to better management of changes during transition. This policy refers that all changes to the Service Portfolio or service catalogue are implemented through Change Management and the changes that are managed by the Service Transition lifecycle stage are defined and agreed. This policy can be achieved with a well defined and managed Change Management process. Third policy talks about Adopting a common framework and standards The objective of this policy is to Base Service Transition on a common framework of standard re-usable processes and systems to improve integration of the parties involved in Service Transition and reduce variations in the processes. Fourth policy is Maximize re-use of established processes and systems. This means that Service Transition processes are aligned with the organization’s processes and related systems to improve efficiency and effectiveness and where new processes are required, they are developed with re-use in mind. Fifth policy is align Service Transition plans with the Business needs. This policy refers to align Service Transition plans and new or changed service with the customer and Business organization’s requirements in order to maximize value delivered by the change. Moving to our sixth policy which is Establish and maintain relationships with stakeholders It is important that throughout Service Transition relationships with Customers, customer representatives, users and suppliers needs to be Established and maintained in order to set their expectations about the new or changed service. Seventh policy Establishing effective controls and disciplines It is important to establish suitable controls and disciplines throughout the service lifecycle to enable the smooth transition of service changes and releases. Now moving to the eighth policy which is to Provide systems for knowledge transfer and decision support. Service Transition has to develop systems and processes to transfer knowledge for effective operation of the service and enable decisions to be made at the right time by competent decision makers. Our ninth policy is to Plan release and deployment packages During transition it is important that Release packages are planned and designed to be built, tested, delivered, distributed and deployed into the live environment in a manner that provides the agreed levels of traceability, in a cost-effective and efficient way. Lastly our tenth policy Anticipate and manage course corrections. Let us understand what is a course correction first :Course corrections For example When plotting a long route for a ship or aircraft, assumptions will be made about prevailing winds, weather and other factors, and plans for the journey prepared. Checks along the way – observations based on the actual conditions experienced – will require (usually minor) alterations to ensure the destination is Reached. Successful transition is also a journey – from the ‘as is’ state within an organization towards the ‘as required’ state. In the dynamic world within which IT Service Management functions, it is very often the case that factors arise between initial design of a changed or new service and its actual transition. This means the need for ‘course corrections’ to that Service Transition journey, altering the original Service Design planned course of action to the destination the customer needs to reach. Now as you have understood the concept of course corrections, lets understand the policy. Here the policy refers to Train staff to recognize the need for course corrections and empower them to apply necessary variations within prescribed and understood limits. Now let us move to our eleventh policy which is: Proactively manage resources across Service Transitions. This policy is to Provide and manage shared and specialist resources across Service Transition activities to eliminate delays. Our twelfth policy is Ensure early involvement in the service lifecycle. This Policy refers to establishing suitable controls and disciplines to check at the earliest possible stage in the service lifecycle that a new or changed service will be capable of delivering the value required. Now moving to our thirteenth policy which is to Assure the quality of the new or changed service We need to Verify and validate that the proposed changes to the operational services defined in the service and release definitions, service model and Service Design Package can deliver the required service requirements and Business benefits. Lastly we come to our fourteenth policy which is proactively improving quality during Service Transition. This policy refers to proactively plan and improve the quality of the new or changed service during transition. Let us now move on to our next slide on Optimising Service Transition performance.

2.4 Optimizing Service Transition Performance

Let us now understand, Optimizing Service Transition Performance In order to be effective and efficient, service providers have to focus on delivering what the business requires as a priority and also ensure delivering them within financial and other resource constraints. It is a well-known fact that measurement is the key to optimizing or improving any aspect of a service. Similarly, optimizing Service Transition performance requires defining certain key metrics and measurements. We will now discuss two important areas of Service Transition related metrics. The first one is metrics for measuring alignment with the business and IT plans. The key metrics under this category are : • Increased percentage of Service Transition plans that are aligned with the business, IT, service management strategies and plans; • Percentage of service lifecycle budget allocated to Service Transition activities; • 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 practices; and • Percentage of release planning documents that are quality assured by staff working in Service Transition roles.

2.5 Optimizing Service Transition Performance

Now let us look at the second category of metrics – ‘Metrics for Service Transition’. Delivering the new or changed services against the predicted levels of warranty, service levels, resources and constraints as defined within Service Design Packages is the main objective of Service Transition. The important metrics for optimizing Service Transition performance are : • Cost of testing and evaluation versus cost of Incidents in Operations; • Delays caused by Service Transition; • Stakeholder satisfaction with transitions; • Cost savings by targeted testing of changes to the Service Design; • Reduction in emergency, urgent or late changes and releases; • Increased productivity of staff; • Increased re-use and sharing of service assets and Service Transition process assets; • More motivated staff and improved job satisfaction; • Improved communications and inter-team working ; and • Enhanced performance of Service Transition processes. Next, we will be learning about the input and outputs of Service Transition.

2.6 Inputs And Outputs

The five lifecycle stages are tightly integrated and a lot of information flow happens between these stages. There is a systematic and logical flow of information and activities that ensure better and efficient service management. The key inputs from other lifecycle stages to Service Transition are : • Vision and mission statements from Service Strategy; • Strategies, strategic plans and policies developed during Service Strategy; • Financial information and budgets; • Service portfolio; • Change proposals; • Requests For Change relating to new or changed services, operational issues or suggested improvements; • Service design packages from Service Design stage consisting of • Details of utility and warranty; • Acceptance criteria; • Service models; • Designs and interface specifications; • Transition plans; • Operation plans and procedures; and • Input to change evaluation and change advisory board meetings; and • Knowledge and information in the Service Knowledge Management System. In the next slide, let’s discuss the outputs.

2.7 Inputs And Outputs

The outputs from Service Transition stage to other lifecycle stages are : • New or changed services that have been built, tested and deployed into live environments; • Responses to change proposals and Requests For Changes; • Change schedule providing details of activities and timelines for implementing the changes; • Known errors identified and recorded in the known error database; • Standard changes for use in request fulfilment process in Service Operation; • Knowledge and information in the Service Knowledge Management System; • Financial reports providing details of expenditure incurred during transitioning of services and comparative reports on budgeted and actual expenditures; • Achievements against metrics, Key Performance Indicators and Critical Success Factors; • Feedback to other lifecycle stages on inputs, deliverables and information received; and • Improvement opportunities within Service Transition as well as other lifecycle stages. In the next two slides the inputs and outputs of Service Transition are represented in a form of a diagram.

2.8 Inputs (by Lifecycle Stage)

This picture shows you the Inputs by lifecycle stage which we discussed in slide on inputs of Service Transition.

2.9 Outputs (by Lifecycle Stage)

This structure explains various types of outputs from each lifecycle Stage.

2.10 Learning Unit 2 Summary

We have come to the end of learning unit 2, let us summarize on the topics covered so far. Here we looked at: • There are a number of key policies and best practice principles that aid effective Service Transition. • For optimizing Service Transition performance, two types of metrics need to be gathered and analyzed : • Metrics for alignment with the business and IT Plans • Metrics for overall Service Transition. • Service Transition receives a number of inputs like vision and mission statements, strategies, budgets, RFCs and Service Design Packages from other stages of service lifecycle. • Similarly, it also delivers a number of outputs that are used by other lifecycle stages. These include new or changed services, change schedules, known-errors, information and knowledge in SKMS, etc. Next is the quiz section, attempt the quiz questions before moving to the next unit on Service Transition Processes.

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  • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.

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