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