Contents
1.3 ITIL in relation to other publications in the Best Management Practice portfolio
1.4 Why is ITIL so successful?
2 Service management as a practice
2.1 Services and service management
2.3 Governance and management systems
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
4.3 Service asset and configuration management
4.4 Release and deployment management
4.5 Service validation and testing
5 Managing people through service transitions
5.1 Managing communications and commitment
5.2 Managing organization and stakeholder change
6 Organizing for service transition
6.1 Organizational development
6.3 Organizational context for transitioning a service
6.5 Responsibility model – RACI
6.7 Service transition relationship with other lifecycle stages
7.1 Knowledge management tools
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
9.4 Service transition under difficult conditions
Appendix A: Description of asset types
Appendix B: Risk assessment and management
B.1 Definition of risk and risk management
B.2 Management of Risk (M_o_R)
C.1 ITIL guidance and web services
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.12 Skills Framework for the Information Age
C.13 Carnegie Mellon: CMMI and eSCM framework
Appendix D: Examples of inputs and outputs across the service lifecycle