Service Transition (ST)

How to move services from development into production effectively

Guidance on managing changes to services

Guidance on transferring control of services between providers

Service Transition volume provides guidance for the deployment and improvement of capabilities for transitioning new and changed services into operations. This publication provides guidance on how the requirements of Service Strategy encoded in Service Design are effectively realized in Service Operation while controlling the risks of failure and disruption. The publication combines practices in release management, program management and risk management, and places them in the practical context of service management. It provides guidance on managing the complexity of changes to services and service management processes; preventing undesired consequences while allowing for innovation. Guidance is provided on transferring the control of services between customers and services providers.

Service Transition (ST)

Plan and implement the deployment of all releases to create a new service or improve on existing service.

Assure that the proposed changes in the Service Design Package are realized.

Successfully steer releases through testing and into live environment

Transition services to/from other organizations

Decommission or terminate services.

Scope of Service Transition (ST)

Management and coordination of processes, systems and functions to:

-       Package, build, test and deploy a release into production

-       Establish the service specified in the customer and stakeholder requirements

The Service Transition phase hosts key processes such as Change Management, Release and Deployment Management, Service Asset and Configuration Management, and Knowledge Management.

Service Transition also uses all processes described in other ITIL books as it is responsible for testing these processes, either as part of a new or changed service or as part of testing changes to the service management  processes, for example, Service Level Management is used to ensure that customer expectations are managed during service transition. Incident and Problem Management handle incidents and problems during testing, pilot and deployment activities.

The following activities are excluded from the scope of Service Transition best practices:

Minor modifications to the production service environment, for example, replacement of a failed PC or printer

Ongoing Continual Service Improvement activities that do not significantly impact the service or service provider’s capability to deliver the services, for example, request for fulfillment activities driven from Service Operation.

Value to business of Service Transition (ST)

Ability to react quickly to give ‘competitive edge’

Management of mergers, de-mergers, acquisitions, transfer of service

Higher success rate of changes and releases

Better prediction of service levels and warranties

More confidence in governance and compliance

Better estimating of resource plans and budgets

Improved productivity of business and IT

Timely savings following disposal or de-commissioning

Reduced level of risk