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ITIL Service Transition

Author AXELOS
Release Date: 2011/07/01
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Book Description

The ITIL Service Transition stage of the ITIL v3 framework offers guidance for IT professionals wishing to introduce new and changed services, ensuring that the value identified in the service strategy is maintained and controlling risks to smooth operations. The guidance describes best practices for managing service change, and helping departments and businesses to transition efficiently, from one state to another. The effect of change on operations, customers, users and the business are all considered in this critical stage of the ITIL lifecycle suite.

Table of Contents

  1. Cover
  2. Title
  3. Copyright
  4. Contents
  5. List of figures
  6. List of tables
  7. Foreword
  8. Preface
  9. Acknowledgements
  10. 1 Introduction
    1. 1.1 Overview
    2. 1.2 Context
    3. 1.3 ITIL in relation to other publications in the Best Management Practice portfolio
    4. 1.4 Why is ITIL so successful?
    5. 1.5 Chapter summary
  11. 2 Service management as a practice
    1. 2.1 Services and service management
    2. 2.2 Basic concepts
    3. 2.3 Governance and management systems
    4. 2.4 The service lifecycle
  12. 3 Service transition principles
    1. 3.1 Policies for service transition
    2. 3.2 Optimizing service transition performance
    3. 3.3 Service transition inputs and outputs
  13. 4 Service transition processes
    1. 4.1 Transition planning and support
    2. 4.2 Change management
    3. 4.3 Service asset and configuration management
    4. 4.4 Release and deployment management
    5. 4.5 Service validation and testing
    6. 4.6 Change evaluation
    7. 4.7 Knowledge management
  14. 5 Managing people through service transitions
    1. 5.1 Managing communications and commitment
    2. 5.2 Managing organization and stakeholder change
    3. 5.3 Stakeholder management
  15. 6 Organizing for service transition
    1. 6.1 Organizational development
    2. 6.2 Functions
    3. 6.3 Organizational context for transitioning a service
    4. 6.4 Roles
    5. 6.5 Responsibility model – RACI
    6. 6.6 Competence and training
    7. 6.7 Service transition relationship with other lifecycle stages
  16. 7 Technology considerations
    1. 7.1 Knowledge management tools
    2. 7.2 Collaboration
    3. 7.3 Configuration management system
  17. 8 Implementing service transition
    1. 8.1 Key activities in the introduction of service transition
    2. 8.2 An integrated approach to service transition processes
    3. 8.3 Implementing service transition in a virtual or cloud environment
  18. 9 Challenges, critical success factors and risks
    1. 9.1 Challenges
    2. 9.2 Critical success factors
    3. 9.3 Risks
    4. 9.4 Service transition under difficult conditions
  19. Afterword
  20. Appendix A: Description of asset types
    1. A.1 Management
    2. A.2 Organization
    3. A.3 Process
    4. A.4 Knowledge
    5. A.5 People
    6. A.6 Information
    7. A.7 Applications
    8. A.8 Infrastructure
    9. A.9 Financial capital
  21. Appendix B: Risk assessment and management
    1. B.1 Definition of risk and risk management
    2. B.2 Management of Risk (M_o_R)
    3. B.3 ISO 31000
    4. B.4 ISO/IEC 27001
    5. B.5 Risk IT
  22. Appendix C: Related guidance
    1. C.1   ITIL guidance and web services
    2. C.2   Quality management system
    3. C.3   Risk management
    4. C.4   Governance of IT
    5. C.5   COBIT
    6. C.6   ISO/IEC 20000 service management series
    7. C.7   Environmental management and green/sustainable IT
    8. C.8   ISO standards and publications for IT
    9. C.9   ITIL and the OSI framework
    10. C.10 Programme and project management
    11. C.11 Organizational change
    12. C.12 Skills Framework for the Information Age
    13. C.13 Carnegie Mellon: CMMI and eSCM framework
    14. C.14 Balanced scorecard
    15. C.15 Six Sigma
  23. Appendix D: Examples of inputs and outputs across the service lifecycle
  24. References and further reading
  25. Abbreviations and glossary
  26. Index
18.116.40.177