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ITIL Service Transition

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Описание

Contents

List of figures v

List of tables vii

Foreword viii

Preface ix

Acknowledgements xi

1 Introduction 1

1.1 Overview 3

1.2 Context 6

1.3 ITIL in relation to other publications

in the Best Management Practice portfolio 8

1.4 Why is ITIL so successful? 10

1.5 Chapter summary 10

2 Service management as a practice 13

2.1 Services and service management 15

2.2 Basic concepts 22

2.3 Governance,and management

systems 27

2.4 The service lifecycle 30

3 Service transition principles 35

3.1 Policies.for service transition 37

3.2 Optimizing service transition

performance 45

3.3 Service transition inputs and outputs 46

4 Service transition processes 49

4.1 Transition planning and support 51

4.2 Change management 60

4.3 Service asset and configuration

management 89

4.4 Release and deployment

management 114

4.5 Service validation and testing 150

4.6 Change evaluation

4.7 Knowledge management

5 Managing people through service transitions

5.1 Managing communications and commitment

5.2 Managing organization and ^ stakeholder change

5.3 Stakeholder management /

6 Organizing for service transition

6.1 Organizational development

6.2 Functions

6.3 Organizational context for transitioning a service

6.4 Roles

6.5 Responsibility model - RACI

6.6 Competence and training

6.7 Service transition relationship with other lifecycle stages

7 Technology considerations

7.1 Knowledge management tools

7.2 Collaboration

7.3 Configuration management system

8 Implementing service transition

8.1 Key activities in the introduction of service transition

8.2 An integrated approach to service transition processes

8.3 Implementing service transition in a virtual or cloud environment

9 Challenges, critical success factors and risks

9.1 Challenges

9.2 Critical success factors

Contents

9.3 Risks 256 C.12 Skills Framework for the

9.4 Service transition under difficult Information Age 286

conditions 256 C.13 Carnegie Mellon: CMMI and

eSCM framework 286

Afterword 261 C.14 Balanced scorecard 286

Appendix A: Description of asset types 265 C.15 Six Sigma 287

A.1 Management 267 Appendix D: Examples of inputs and

A.2 Organization 267 outputs across the service lifecycle 289

A.3 Process 267 References and further reading 293

A.4 A.5 Knowledge People 267 268 Abbreviations and glossary X 297

A.6 Information 268 Index f 339

A.7 Applications 268

A.8 Infrastructure ’ 268

A.9 Financial capital 269

Appendix B: Risk assessment and management 271

B.1 Definition of risk and risk management 273

B.2 Management of Risk (M_o_R) 273

B 3 ISO 31000 274

B.4 ISO/IEC 27001 275

B.5 Risk IT 276

Appendix C: Related guidance 279

C.1 ITIL guidance and web services 281

C2 Quality management system 281

C.3 Risk management 282

C.4 Governance of IT 282

C.5 COBIT 282

C.6 ISO/IEC 20000 service management series 283

C.7 Environmental management and green/sustainable IT 283

C.8 ISO standards and publications for IT 284

C.9 ITIL and the OSI framework 284

C.10 Programme and project management 285

C.11 Organizational change 285

List of figures

101

103

108

110

116

Figure 1.1 The ITIL service lifecycie 3

Figure 1.2 The scope of service transition 5

Figure 1.3 ITIL's relationship with other

Best Management Practice guides 9

Figure 2.1 Conversation about the definition

and meaning of services 16

Figure 2.2 Logic of value creation through

services 20

Figure 2.3 Sources of service management

practice 21

Figure 2.4 Examples of capabilities and

resources 23

Figure 2.5 Process model 23

Figure 2.6 The service portfolio and its

contents 27

Figure 2.7 Architectural layers of an SKMS 28

Figure 2.8 Plan-Do-Check-Act cycle 29

Figure 2.9 integration across the service

lifecycle • 32

Figure 2.10 Continual service improvement

and the service lifecycle 33

Figure 4.1 Scope of change management

and release and deployment management for services 62

Figure 4.2 Example of a process flow for a

normal change 70

Figure 4.3 Example of a process flow for

standard deployment request 71

Figure 4.4 Example of a process flow for a

standard operational change request 71

Figure 4.5 Example of a change

authorization model 78

Figure 4.6 Interfaces between change

management and service asset and configuration management 87

Figure 4.7 Example of a logical

configuration model 93

Figure 4.8 Example of relationships

between the CMS and SKMS 94

Figure 4.9 Example of the application of the

architectural layers of the CMS 96

Figure 4.10 The relationship between the definitive media library and the configuration management system

Figure 4.11 Typical service asset and

configuration management / activity model

Figure 4.12 Example of a configuration breakdown for an end-user computing service

Figure 4.13 Example of a configuration breakdown for a managed virtual system

Figure 4.14 Example of service lifecycle configuration levels and baseline points

Figure 4.15 Simplified example of an IT infrastructure

Figure 4.16 Example of a configuration item lifecycle

Figure 4.17 Simplified example of release units for an IT service

Figure 4.18 Architecture elements to be built

and tested 117

Figure 4.19 Example of a release package 118

Figure 4.20 Coordinating the deployment

of service components 119

Figure 4.21 Options for 'big bang' and

phased deployment 120

Figure 4.22 Phased deployment across

geographical locations 121

Figure 4.23 Phases of release and

deployment management 123

Figure 4.25 Example of a set of Figure 6.2 Example of service transition

deployment activities 138 organizational structure for a

Figure 4.26 Example of early life support larger organization 222

activities 144 Figure 6.3 Example of service transition

Figure 4.27 Illustration of the benefits of organization and its interfaces 223

targeted early life support 145 Figure 6.4 Organizational interfaces for a

Figure 4.28 Dynamics of a service model 153 service transition 224

Figure 4.29 Design constraints driven by Figure 6.5 Flow of experience 236

strategy 154 Figure 8.1 Steps to improving the service

Figure 4.30 Designing tests to cover a range transition processes 247

of service assets, utilities and Figure 8.2 An example of a path through the

warranties 162 processes that might be required

Figure 4.31 Example of a validation and for a single service transition 251

testing process 169 Figure B.1 The M_o_R framework 274

Figure 4.32 Performing test activities - an Figure B.2 ISO 31000 risk management

example 171 process flow 275

Figure 4.33 Change evaluation process flew 177 Figure B.3 ISACA Risk IT process framework 277

Figure 4.34 Context for qualification and validation activities 179

Figure 4.35 The flow from data to wisdom 184

Figure 4.36 Relationship of the CMDB, the CMS and the SKMS 185

Figure 4.37 Examples of data and information

in the service knowledge management system 186

Figure 4.38 Contribution of knowledge to effectiveness of support staff 195

Figure 5.1 Example of a communication strategy and plan contents 201

Figure 5.2 Example of a communication path 202

Figure 5.3 Example of service transition steps for outsourcing 203

Figure 5.4 The emotional cycle of change 204

Figure 5.5 Potential stakeholders 216

Figure 5.6 Example of a stakeholder map 217

Figure 5.7 Power impact matrix 217

Figure 5.8 Example of a commitment planning chart 218

Figure 6.1 Example of service transition organizational structure for a small organization 222