Itil Intermediate Svc Transitions Condensed

Front 1

The Purpose of Service Transition

Back 1

To ensure that new, modified, or retired Services meet the expectations of the business as documented in the Service Strategy and Service Design Lifecycle stages

Front 2

Service Transition Objectives

Back 2

Plan and manage Service Transitions effectively and efficiently.

Manage risks related to new, changed or retired services

Successfully deploy services into supported environments

Set correct expectations on the performance and use of new or changed services

Provide good quality knowledge and information about services and service assets

Front 3

Scope of Service Transition

Back 3

Development & improvement of capabilities for transitioning new and changed services into supported environments, including release planning, building, testing, evaluation and deployment

Front 4

Value of Svc Transition: New or changed services better aligned with customer's business operations. Benefits to business are:

Back 4

1. More accurate project estimations

2. Set expectations for all stakeholders

3) More successful changes

4) Enable reuse/sharing of svc transition assets

5) Reduced delays from unexpected causes

6) Reduced effort for service transition test and pilot environments

7) Increased confidence that a service can be delivered to specs

8) Improved control of assets & configurations

Front 5

3 Svc Transition Processes interacting across the lifecycle

Back 5

1) ChM

2) SACM

3) KM

Front 6

4 Svc Transition Processes primarily within Svc Transition:

Back 6

1) Ch. Eval

2) RDM

3) SV&T

4) Transition Planning & Support

Front 7

How does Service Strategy interface with other Lifecycle Stages?

Back 7

It ensures that the requirements from Service Strategy, developed in Service Design are realized in Service Operation while controlling the risks of failure and subsequent disruption.

Front 8

What are the 7 processes of Service Transition?

Back 8

1) Transition Planning & Support

2) ChM

3) ChEval

4) SACM

5) R&DM

6) SV&T

7) KM

Front 9

Define and Implement a _______________ policy for SvcTransition

Back 9

Formal

Front 10

Implement ALL ____________ to services through Service Transition

Back 10

Changes

Front 11

Maximize the _______________ of established processes and systems

Back 11

Reuse

Front 12

Align SvcTransition _________________ with business _________________

Back 12

Plans, needs

Front 13

Establish and maintain ___________________ with stakeholders

Back 13

Relationships

Front 14

Establish effective ______________ and ______________

Back 14

Controls, disciplines

Front 15

Provide systems for _____________ transfer and _________________ support

Back 15

Knowledge, decision

Front 16

Plan _______________ and _____________ packages

Back 16

Release and Deployment

Front 17

Anticipate and manage _________________ ___________________.

Back 17

Course corrections

Front 18

Proactively manage _________________ across SvcTransitions

Back 18

Resources

Front 19

Ensure ________________ involvement in the Service Lifecycle

Back 19

Early

Front 20

Assure the ______________ of the new or changed service

Back 20

Quality

Front 21

__________________improve quality during SvcTransition

Back 21

Proactively

Front 22

How can IT be more effective and efficient through SvcTransition?

Back 22

Prioritize and focus on delivering what the business requires, within financial and other resource constraints

Front 23

How can alignment with business and IT plans be measured?

Back 23

1) Increase of X% of Service Transition Plans aligned with business, IT, Svc Mgt strategies and plans

2) % of ST Plans aligned with ST policies

3) % of strategic and tactical projects that adopt ST service practices

Front 24

Inputs to SvcTransitions:

"Vision and _____________"

Back 24

Mission

Front 25

Inputs to SvcTransitions:

"Strategies, _________________ plans, and policies

Back 25

Strategic

Front 26

Inputs to SvcTransitions: "________________ information and budgets"

Back 26

Financial

Front 27

Inputs to SvcTransitions

"______________ portfolio, ______________ proposals, and _______________"

Back 27

Service, Change, RFCs

Front 28

Inputs to SvcTransitions: _______________ ________________ packages

Back 28

Service Design

Front 29

Inputs to SvcTransitions: _________________ and __________________ in the SKMS

Back 29

Knowledge, Information

Front 30

What should be contained in the SDP?

Back 30

1) Details of utility & warranty

2) Acceptance criteria

3) Service models

4) Designs and interface specs

5) Transition plans

6) Ops plans & procedures

7) Input to ChEval, and CAB mtgs

Front 31

Outputs from SvcTransition: _______________ or ____________ services

Back 31

New, Changed

Front 32

Outputs from SvcTransition: ________________________ to Change Proposals and RFCs

Back 32

Responses

Front 33

Outputs from SvcTransition: ________________ schedule, ______________ errors

Back 33

Change, Known

Front 34

Outputs from SvcTransition: ______________ ______________ for use in request fulfillment

Back 34

Standard Changes

Front 35

Outputs from SvcTransition: ______________ and _______________ in the SKMS

Back 35

Knowledge, Information

Front 36

Outputs from SvcTransition: Financial _____________

Back 36

Reports

Front 37

Outputs from SvcTransition: Achievements against ________, KPIs, and _______

Back 37

Metrics, CSFs

Front 38

Outputs from SvcTransition: Feedback to ____________ ______________ __________________

Back 38

Other Lifecycle Stages

Front 39

Outputs from SvcTransition: _________________ opportunities

Back 39

Improvement

Front 40

What is an SDP?

Back 40

Document defining all aspects of an IT service and its requirements through each stage of its lifecycle. A SDP is prepared for each new IT service, major change or IT service retirement

Front 41

What does an SDP contain?

Applicable service __________________

Back 41

Packages

Front 42

What does an SDP contain?

Service _______________

Back 42

Specifications

Front 43

What does an SDP contain?

_______________Models

Back 43

Service

Front 44

What does an SDP contain?

________________ design, required to delivery a new or ________________ service, including _______________

Back 44

Architecture, Changed, Constraints

Front 45

What does an SDP contain? ___________ and _______________ of each Release Pkg

Back 45

Definition, Design

Front 46

What does an SDP contain? Detailed design of how the components will be _______________ and ______________ into a release package

Back 46

Assembled, integrated

Front 47

What does an SDP contain?

Release and ______________ plans

Back 47

Deployment

Front 48

What does an SDP contain?

Service ________________________ criteria

Back 48

Acceptance

Front 49

What are Service Acceptance Criteria?

Back 49

A set of criteria used to ensure that the IT service meets its functionality and quality requirements, and that the IT service provider is ready to operate the new IT service when it has been deployed

Front 50

What does Transition Planning and Support do?

Back 50

Ensures the overall planning for service transitions and coordinates required resources

Front 51

Service Transition Purpose

Back 51

Provides the overall planning for service transitions and to coordinate the resources required

Front 52

Service Transition Objectives:

To ____________ and ________________ the resources

Back 52

Plan, coordinate

Front 53

Service Transition Objectives:

To coordinate activities across ________________, __________________ and ___________________

Back 53

Projects, suppliers and service teams

Front 54

Service Transition Objectives:

Establish new or changed ______________ into _________________ environments

Back 54

Services, service

Front 55

Service Transition Objectives:

Establish new or modified management information systems and tools, ______________________, management _______________, service management ________________, measurement methods and ________________

Back 55

Technologies, architectures, processes, metrics

Front 56

Service Transition Objectives: Ensure that all parties adopt a _______________ framework of ______________, ________________ processes and supporting systems

Back 56

common framework, reusable, standard

Front 57

Service Transition Objectives: Provide __________ and ________________ plans

Back 57

Clear, Comprehensive

Front 58

Service Transition Objectives:

_________________, ________________, and ___________________ risks

Back 58

Identify, manage, control

Front 59

Service Transition Objectives: Monitor and ________________ performance

Back 59

Improve

Front 60

Service Transition Scope:

Maintaining _________________, standards and ______________

Back 60

Policies, models

Front 61

Service Transition Scope: Guiding _______ changes or ______ services

Back 61

Major, new

Front 62

Service Transition Scope: Coordinating the efforts needed to enable _____________________

Back 62

Multiple transitions

Front 63

Service Transition Scope: Prioritizing ___________________ requirements

Back 63

Conflicting

Front 64

Service Transition Scope: Planning the ______________ and _______________ needed

Back 64

Budget, Resources

Front 65

Service Transition Scope: ________________ and ______________ the performance

Back 65

Reviewing, Improving

Front 66

Service Transition Scope: Ensuring that Service Transition is coordinated with ____________ and _______________ ________________

Back 66

Program, Project management.

Front 67

Primary Values of ST to Business:

Significantly improve a service provider’s ability to _______________ _____________ _________________ ________________ _____________ ________________

Back 67

Handle high volumes of change and releases

Front 68

Primary Values of ST to Business:

Improves the alignment of the Service Transition plans with the _______________ ____________ ___________ ________________ ________________

Back 68

Customer, Supplier and Business Change project plans

Front 69

Significant SVC Transition Policies:

Implement ___________________ through Service Transition

Back 69

All changes to services

Front 70

Significant SVC Transition Policies:

Adopt a common ______________________________

Back 70

Framework and standards

Front 71

Significant SVC Transition Policies:

Align Service Transition ____________ with the business ______________

Back 71

Plans, Needs

Front 72

Significant SVC Transition Policies:

Establish effective ______________ and _______________

Back 72

Controls, Disciplines

Front 73

Significant SVC Transition Policies:

Ensure _______________ in the lifecycle

Back 73

Early involvement

Front 74

Release Policy should be _____________ for one or more __________________

Back 74

Defined, Services

Front 75

The Release Policy should include:

The unique _____________, ________________ and _____________ conventions

Back 75

Identification, numbering, naming

Front 76

The Release Policy should include:

The ______________ and ______________ at each ____________ in the release and deployment process

Back 76

Roles, responsibilities, stage

Front 77

The Release Policy should include:

The requirement to only use ___________________ from the ______________

Back 77

Software assets, DML

Front 78

The Release Policy should include:

The expected _________________ for each type of release

Back 78

Frequency

Front 79

The Release Policy should include:

The approach for __________ and ____________ changes into a release

Back 79

Accepting and grouping

Front 80

The Release Policy should include:

The mechanism to automate the _______________, ____________________, and _______________ _______________ processes

Back 80

Build, installation, release distribution

Front 81

The Release Policy should include:

How the __________________ for the release is captured and ________________ against the __________ release contents

Back 81

configuration baseline, verified, actual

Front 82

The Release Policy should include:

____________ and _____________ criteria

Back 82

Entry, exit

Front 83

The Release Policy should include:

_______________ and ________________to exit _______________ and handover to Service Operation.

Back 83

Criteria, authorization, early life support

Front 84

A Major Release:

Normally contains large __________ of new _______________

Back 84

Areas, Functionality

Front 85

A Major Release:

Usually supersedes all preceding ____________, ______________ and _____________ ____________ .

Back 85

minor upgrades, releases and emergency fixes

Front 86

A Minor Release:

Normally contains __________________ ___________ and fixes

Back 86

Small enhancements

Front 87

A Minor Release:
Usually supersedes all preceding _____________ _____________

Back 87

Emergency fixes

Front 88

An Emergency Release:

Normally contains the corrections to a small number of ________________________

Back 88

known errors

Front 89

An Emergency Release:

May consist of enhancements to meet a high __________________ business ______________

Back 89

Priority requirement

Front 90

ALL Releases:

Must have a _________________ ______________ and be tracked in alignment to the _______________

Back 90

Unique identifier, RFC

Front 91

Transition Planning and Support: 4 Activities

Define _________________ _________________

Back 91

Transition Strategy

(Define transition strategy)

Front 92

Transition Planning and Support: 4 Activities

Prepare for _______________ ________________

Back 92

Service Transition

(Prepare for Service Transition)

Front 93

Transition Planning and Support: 4 Activities

___________________ and ________________ Service Transition

Back 93

Plan, Coordinate

(Plan and Coordinate Service Transition)

Front 94

Transition Planning and Support: 4 Activities

Provide _______________ _________________ Support

Back 94

Transition Process

(Provide Transition Process Support)

Front 95

(1) Define Transition Strategy:

What should a Transition Strategy Define?

Purpose and ______________ ; ___________ and Scope; Applicable __________________, _______________, legal/regulatory, and ________________ requirements

Back 95

Objectives, Context, Standards, Agreements, Contractual

Front 96

(1) Define Transition Strategy:

What should a Transition Strategy Define?

Organizations and ___________________ involved. People, ______________ and ________________.

Back 96

Stakeholders. Roles and Responsibilities.

(Organizations and stakeholders involved. People, roles and responsibilities)

Front 97

(1) Define Transition Strategy:

What should a Transition Strategy Define?

______________ for Service Transition

Back 97

Framework

(Framework for Service Transition)

Front 98

(1) Define Transition Strategy:

What should a Transition Strategy Define?

Criteria (____________, ________________, ____________ and _________________)

Back 98

Entry, exit, success, failure

Front 99

(1) Define Transition Strategy:

What should a Transition Strategy Define?

Approach, including__________________, plans for managing ______________, etc.

Back 99

transition model, changes

Front 100

(1) Define Transition Strategy:

What should a Transition Strategy Define?

__________________________ from transition activities

Back 100

Deliverables

Front 101

(2) Prepare for Service Transition:

Preparatory Activities include:

_______________ and acceptance of _____________ from other Service Lifecycle phases

Back 101

Review, inputs

Front 102

(2) Prepare for Service Transition:

Preparatory Activities include:

Review and check the input deliverables: these include the _____________, _____________ ___________ _____________ and _____________ _____________.

Back 102

SDP, Service Acceptance Criteria and evaluation report

Front 103

(2) Prepare for Service Transition:

Preparatory Activities include:

Identifying, raising and scheduling ____________

Back 103

RFCs

(Identifying, raising and scheduling Requests for Change)

Front 104

(2) Prepare for Service Transition:

Preparatory Activities include:

Checking that the _______________ are recorded in the _________ before the start of Service Transition

Back 104

Configuration baselines, CMS

Front 105

(2) Prepare for Service Transition:

Preparatory Activities include:

Checking _____________ readiness

Back 105

Transition

Front 106

(3) Plan and Coordinate Service Transition:

A service transition plan describes the _______________ and _____________ required to ___________________ a release into the _______________ and into production.

Back 106

Tasks and Activities; Release and Deploy; test environments

Front 107

(3) Plan and Coordinate Service Transition:

The Service Transition Plan also describes:

Work environment and _____________________

Back 107

Infrastructure