Transcription
ITIL Version 3Service TransitionITIL V3 – Service Transition- Página: 1 de 399
The ITIL Core consists of five publications. Each providesthe guidance necessary for an integrated approach, asrequired by the ISO/IEC 20000 standard specification: Service StrategyService DesignService TransitionService OperationContinual Service Improvement.ITIL V3 – Service Transition- Página: 2 de 399
I N D I C EForeword.12OGC’s foreword . 12Preface .15Contact information. 16Acknowledgements.17Chief Architect and authors . 17ITIL authoring team. 17Mentors . 17Further contributions . 17The ITIL Advisory Group . 18Reviewers . 181 Introduction .191.1 Overview . 201.2 Context. 221.2.1 Service Management. 221.2.2 Good practice in the public domain . 221.2.3 ITIL and good practice in Service Management. 241.2.3.1 Service Strategy.251.2.3.2 Service Design.261.2.3.3 Service Transition .261.2.3.4 Service Operation .271.2.3.5 Continual Service Improvement .271.3 Goal and scope of Service Transition . 281.3.1 Goal . 281.3.2 Scope. 281.4 Usage. 301.4.1 Target audience. 301.4.2 Benefits of this publication. 30Chapter 2 – Service Management as a practice .31Chapter 3 – Service Transition principles .31Chapter 4 – Service Transition processes .31Chapter 5 – Service Transition common operation activities .31Chapter 6 – Organizing Service Transition .32Chapter 7 – Service Transition technology considerations .32Chapter 8 – Implementing Service Transition .32Chapter 9 – Challenges, critical success factors and risks .32Afterword .32Appendix A: Description of asset types.322 Service Management as a practice.332.1 What is Service Management? . 332.2 What are services? . 352.2.1 The value proposition . 352.3 Functions and processes across the lifecycle. 362.3.1 Functions . 362.3.2 Processes. 362.3.3 Specialization and coordination across the lifecycle . 372.4 Service Transition fundamentals . 382.4.1 Purpose, goals, and objectives . 382.4.2 Scope. 392.4.3 Value to business . 402.4.4 Optimizing Service Transition performance . 41ITIL V3 – Service Transition- Página: 3 de 399
2.4.4.1 Measurements for alignment with the business and IT plans.412.4.4.2 Measurements for Service Transition .412.4.5 Interfaces to other service lifecycle stages. 422.4.5.1 Inputs to Service Transition.422.4.5.2 Outputs from Service Transition.432.4.6 Processes within Service Transition. 442.4.6.1 Processes that support the service lifecycle .442.4.6.2 Processes within Service Transition .443 Service Transition principles .453.1 Principles supporting Service Transition . 463.1.1 Define a service. 463.1.2 Service utilities and warranties. 473.2 Policies for Service Transition . 493.2.1 Define and implement a formal policy for Service Transition . 493.2.2 Implement all changes to services through Service Transition . 493.2.3 Adopt a common framework and standards. 503.2.4 Maximize re-use of established processes and systems . 513.2.5 Align Service Transition plans with the business needs . 523.2.6 Establish and maintain relationships with stakeholders . 533.2.7 Establish effective controls and disciplines . 533.2.8 Provide systems for knowledge transfer and decision support . 543.2.9 Plan release and deployment packages . 553.2.10 Anticipate and manage course corrections . 56Course corrections. 563.2.11 Proactively manage resources across Service Transitions. 573.2.12 Ensure early involvement in the service lifecycle. 583.2.13 Assure the quality of the new or changed service. 593.2.14 Proactively improve quality during Service Transition. 604 Service Transition processes .624.1 Transition Planning and Support . 634.1.1 Purpose, goals and objectives . 634.1.2 Scope. 634.1.3 Value to business . 644.1.4 Policies, principles and basic concepts . 644.1.4.1 Service Transition policy .644.1.4.2 Release policy.654.1.5 Process activities, methods and techniques . 694.1.5.1 Transition strategy .69Service Transition lifecycle stages. 704.1.5.2 Prepare for Service Transition .714.1.5.3 Planning and coordinating Service Transition .71Planning an individual Service Transition . 71Integrated planning . 72Adopting programme and project management best practices . 72Reviewing the plans. 73Anticipating changed business circumstances . 734.1.6 Provide transition process support . 744.1.6.1 Advice .744.1.6.2 Administration .744.1.6.3 Progress monitoring and reporting.754.1.7 Triggers, input and output, and inter-process interfaces. 754.1.8 Key performance indicators and metrics . 764.2 Change Management . 774.2.1 Purpose, goals and objectives . 774.2.2 Scope. 78Service change . 78Exclusions. 794.2.3 Value to business . 79ITIL V3 – Service Transition- Página: 4 de 399
Example of IT service initiated business change.
ITIL V3 – Service Transition - Página: 2 de 399 The ITIL Core consists of five publications. Each provides the guidance necessary for an integrated approach, as required by the ISO/IEC 20000 standard specification : Service Strategy Service Design
