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ITIL Life Cycle – SERVICE TRANSITION

November 15, 2009 Applying ITIL Phases to Application Support No Comments

2009-11-02_120526

Service Transition is the phase where new or changed services are “transitioned” into Service Operations. During Service Transition it is important to control the risks of service failure and business disruption.  Activities performed within this phase include:

  • Planning and managing the capacity and resources needed to package, build, test, and deploy a release into production
  • Evaluating the service capability and risk profile prior to release
  • Creating repeatable software installation mechanisms that can be used to deploy releases into test and production environments
  • Ensuring that services can be managed, operated and supported in accordance with requirements established in Service Design

SERVICE TRANSITION VALUE

Effective Service Transition adds value to the business by:

  • Ensuring that all changes comply with business and governance requirements
  • Using contingency plans to manage the level of risk during and after the service implementation (for example, service outage, service disruption)
  • Improving the consistency and quality of the implementation process for new or changed services [i]
ITIL V3 Lifecycle and related material Copywrite by Office of Government Commerce, Norwich, UK, 2007

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  • Connor: Absolutely agree with alosmt everything you wrote. And about time there was a voice of dissent as I’ve been alone in the wilderness for too long! ITIL v2 was pretty good as a framework but then ...
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ITIL V3 Application Support Q & A

If you have any question on the blog content or have some specific question on how ITSM & ITIL can dramatically improve performance and reduce the cost of your Application Support service "Ask Bob"
Question :
Hi Bob, Since I have make a control of doubts from our dealers questions, that uses our SW, is possible to see evaluation of our intern SLA. Me question is: I find only three metrics using to compare months to months our evolaution: error programs, legislation, improvem...
Answer :
Gunter, there are many possible SLA components and metrics that can be defined for any application software support. First I would recommend that you read this article which I had published in Computer World on "How to create Meaningful IT Support SLA's"  use this link...
Question :
In your answer to "Question : bugs, known errors and kb articles". You refer to CMMI-DEV and talk about defects and say that CMMI-DEV is for software development and does not deal with operations. So, is that another way of saying that CMMI-DEV ignores operations? Isn't...
Answer :
Daniel, from a certain point of view you are correct. CMMI- DEV deals primarily with software development best practices, the old CMM Level-5 dealt a great deal with defects. However, as you know the folks who developed the original CMM  were not really initially inter...
Question :
Hi Bob, Continuing on the question i posted yesterday. I understand your comment and we have actually done that. It is a reactive approach and we now want to move to a praoctive approach and want to understand if these activities should be managed under the change proce...
Answer :
Amiet, I would put it under the "Incident" process and track dates, number of occurrences, how much lost time, cause (who did it). You will need data for management if the practice has to stop. If you want to be "proactive" in stopping this practice" you must capture bu...
Question :
The chaos in applicaiton support in my company is in part due to the limited resources assigned to aging applications and very little documentation. How do I suggest that we need help?
Answer :
Mark, it is doubtful that you can fix the problem, it is mainly a management issue. The best you can do is to gather statistics on the backlog of enhancements, the number and severity of incidents, and how many technical support calls from users you get and the average...
Question :
If a customer is powering down equipment at his site and it will bring down the services during that time, should this be recorded as a change. You will not have any control over this activity and this activity is managed by the customer himself. These activities may ha...
Answer :
Amit, first of all why is the customer powering down the equipment? This should be brought to the attention of management and a very strong note sent to whoever is doing this.  If they are doing it on their own without any instruction to do so and it affects other user...

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