5. Service Transition
Service Transition establishes the services as specified
in the Service Design phase, based on the customer and stakeholder
requirements. A Service Transition is effective and efficient
if the transition delivers what the business requested within
the limitations in terms of money and other necessary resources.
5.1 Purpose of Service Transition
The Purpose of Service Transition is to ensure that new,
modified or retired services meet the expectations of the business
as documented in the service strategy and service design stages
of the lifecycle.
5.2 Objectives of Service Transition
1) Plan and manage changes to services (either introducing
new or retiring existing services) and to deploy the new services
successfully to support business objectives while ensuring the
integrity of all existing services
2) Ensure the service can be operated and supported according
to the service design
3) Manage the risks associated
4) Set the expectations of the business with testing on the
5) Provide knowledge and info of the service / service assets
to relevant people to ensure smooth operation.
5.3 Scope of Service Transition
1) Provides guidance for the development and improvement
of capabilities for transitioning new and changed services into
supported environments, including release planning, building,
testing, evaluation and deployment.
2) Considers service retirement, transfer of services between
3) Focuses on how to ensure that the requirements from service
strategy, developed in service design, are effectively realized
in service operation while controlling the risks of failure
and subsequent disruption.
4) Includes the transition of changes in the service provider's
service management capabilities that will impact on the ways
of working, the organization, people, projects and third parties
involved in service management.
5.4 Value to Business
Service Transitions creates value for the business by improving:
1) The ability to adapt quickly to new requirements.
2) The success rate of changes and releases for an organization.
3) The predictions of service levels and warranties for new
and changed services.
4) Confidence in the degree of compliance with the organization
requirements during change.
5) Clarity of plans so the business can link their organization
change plans to transition plans.
5.5 Basic Concepts in Service Transition
1) Service knowledge management system (SKMS): It is a set
of tools and databases that is used to manage knowledge, information
and data. The SKMS includes the Configuration Management System
(CMS), as well as other databases and information systems. The
SKMS includes tools for collecting, storing, managing, updating,
analyzing and presenting all the knowledge, information and
data that an IT service provider will need to manage the full
lifecycle of IT services.
2) Configuration item (CI): A Configuration Item (CI) is
an asset, service component or other item which is, or will
be, under the control of Configuration Management. CIs may vary
widely in complexity, size and type, ranging from an entire
service or system including all hardware, software, documentation
and support staff to a single software module or a minor hardware
3) Configuration management system: A set of tools, data
and information that is used to support service asset and configuration
4) Definitive media library (DML): Is defined as one or more
locations that securely store the definitive and approved versions
of all software CIs.
5) Change: The addition, modification or removal of anything
that could have an effect on IT services. The scope should include
changes to all architectures, processes, tools, metrics and
documentation, as well as changes to IT services and other configuration
6) Change types
a) Standard Change: A pre-approved Change that is low
Risk, relatively common and follows a Procedure or Work
Instruction. For example password reset or provision of
standard equipment to a new employee. RFCs are not required
to implement a Standard Change, and they are logged and
tracked using a different mechanism, such as a Service Request.
b) Emergency Change: A Change that must be introduced
as soon as possible. For example to resolve a Major Incident
or implement a Security patch.
The Change Management Process will normally have a specific
Procedure for handling Emergency Changes.
c) Normal Change: Any service change that is not a standard
change or an emergency change. There are three types of
Minor change - authorized by change management staff
Significant change - requires advice from change
advisory board (CAB)
Major change - requires change proposal, business