Foreword

Back in the 1980s no one truly understood IT service management (ITSM), although it was clear that it was a concept that needed to be explored. Hence a UK government initiative was instigated and ITIL^® was born. Over the years, ITIL has evolved and, arguably, is now the most widely adopted approach in ITSM. It is globally recognized as the best-practice framework. ITIL’s universal appeal is that it continues to provide a set of processes and procedures that are efficient, reliable and adaptable to organizations of all sizes, enabling them to improve their own service provision.

In the modern world the concept of having a strategy to drive the business forward with adequate planning and design transitioning into day-to-day operation is compelling. The aim of service transition is to make the move into the live business environment as smooth as possible. This vital step in the service lifecycle ensures that processes and procedures are in place to protect the live operational environment, ensuring that only tested and planned services are enabled for the business, in accordance with an agreed and communicated business timescale and with adequate fallback provision.

The principles contained within ITIL Service Transition have been proven countless times in the real world. We encourage feedback from business and the ITSM community, as well as other experts in the field, to ensure that ITIL remains relevant. This practice of continual service improvement is one of the cornerstones of the ITIL framework and the fruits of this labour are here before you in this updated edition.

There is an associated qualification scheme so that individuals can demonstrate their understanding and application of the ITIL practices. So whether you are starting out or continuing along the ITIL path, you are joining a legion of individuals and organizations who have recognized the benefits of good quality service and have a genuine resolve to improve their service level provision.

ITIL is not a panacea to all problems. It is, however, a tried and tested approach that has been proven to work.

I wish you every success in your service management journey.

Frances Scarff

Head of Best Management Practice

Cabinet Office