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102 Cards in this Set
- Front
- Back
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5 Service Lifecycle Modules
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Service Strategy
Service Design Service Transition Service Operation Continual Service Improvement |
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Service Transition Purpose is to ensure that which types of services meet documented business expectations?
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New, modified or retired
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The purpose of Service Transition is to ensure that new, modified or retired services meet business expectations as documented at which points?
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In the Service Strategy and Service Design stages of the lifecycle
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Service Transition objective:
To plan and manage service changes __________ and ___________ |
Efficiently and Effectively
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Service Transition objective:
To manage ___________ related to new, changed or retired services |
Risks
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Service Transition objective:
To successfully deploy _________ __________ into supported environments |
Service Releases
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Service Transition objective:
Set correct _____________ on the performance and use of new or changed services |
Expectations
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Service Transition objective:
Ensure that _________ _________ create the expected __________ value |
Service Change, Business
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Service Transition objective:
Provide good-quality ___________ and ____________ about services and service assets |
Information, Knowledge
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Service Transition scope:
Development and improvement of capabilities for transitioning new and changed services into supported environments, including ____________ planning, ___________, ______________, ____________ and _____________ |
Release, Building, Testing, Evaluation and Deployment
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Service Transition scope:
Service ___________ and transfer of services between service _______________ |
Retirement, Providers
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Service Transition scope:
Ensuring that the__________________ developed in ____________, are effectively realized in while controlling the risks of failure and subsequent disruption |
Requirements from Service Strategy, Service Design, Service Operation
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Five ITIL Core Lifecycle Publications
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Service Strategy
Service Design Service Transition Service Operation Continual Service Improvement |
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Three ITIL Processes with significant activities throughout the Service Lifecycle
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Change Management
Service Asset and Configuration Management Knowledge Management |
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Four ITIL Processes primarily confined to Service Transition
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Release and Deployment Management
Change Evaluation Transition Planning and Support Service Validation and Testing |
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Organizations should define and implement a ________ policy for Service Transition
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Formal
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All ______________ to _____________ should be implemented through Service Transition
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Changes, Services
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Organizations should adopt a common ____________ and ______________
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Framework, Standards
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_______________ of established processes and systems should be maximized
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Reuse
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Service Transition plans should be aligned with ______________ ___________
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Business needs
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______________ relationships should be established and maintained
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Stakeholder
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Effective ____________ and ___________ should be established
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Controls, Disciplines
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Systems should be provided for _____________ transfer and _____________ support
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Knowledge, Decision
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Release and Deployment Packages, even emergency R&Ds, should be _____________
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Planned
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Course corrections should be ____________ and ___________
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Anticipated, Managed
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Resources should be managed ________________ across Service Transitions
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Proactively
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When should Service Transition be involved in the lifecycle of a service?
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EARLY
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______________ of the new or changed service must be assured by Service Transitions
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Quality
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Quality should be _______________ ____________ during Service Transition
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Proactively improved
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Focus of Service Transition should be on prioritizing delivery of ______________ ____________, within __________________ and other _______________
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Business requirements, Financial, Constraints
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Service Transition Metrics:
Cost of _____________ & ____________ versus cost of _______________ in Operations |
Testing, Evaluation, Incidents
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Service Transition Metrics:
% of ______________ due to Service Transitions |
Delays
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Service Transition Metrics:
Cost savings by ______________ _____________ of _____________ to Service Design |
Targeted Testing, Changes
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Service Transition Inputs:
__________________ and Mission |
Vision
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Service Transition Inputs:
Strategies, ________plans, and ______________ |
Strategic, Policies
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Service Transition Inputs:
_____________ information and budgets |
Financial
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Service Transition Inputs:
________________ portfolio |
Service
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Service Transition Inputs:
___________________ proposals |
Change
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Service Transition Inputs: Service Design Packages should include:
________________ for ________________ |
Requests, Change
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Service Transition Inputs:
_______________ ______________ Packages |
Service Design
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Service Design Packages should include:
Details of ___________ and ______________ |
Utility, Warranty
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Service Design Packages should include:
_____________________ criteria |
Acceptance
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Service Design Packages should include:
________________ models |
Service
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Service Design Packages should include:
_______________ and ______________ specifications |
Designs, Interface
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Service Design Packages should include:
____________________ plans |
Transition
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Service Design Packages should include:
_____________________ plans and procedures |
Operation
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Service Design Packages should include:
Input to Change _______________ and Change _____________ ___________ meetings. |
Evaluation, Advisory Board
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Service Transition Inputs:
_____________ and ____________ from the SKMS |
Knowledge, Information
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Service Transition Outputs:
_________________ or ______________ services |
New, Changed
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Service Transition Outputs:
Responses to ______________ ____________ and _____________ |
Change Proposals, RFC
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Service Transition Outputs:
Change ___________________ |
Schedule
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Service Transition Outputs:
Known ______________ |
Errorsw
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Service Transition Outputs:
Standard ______________ for use in ______________ fulfillment |
Changes, Request
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Service Transition Outputs:
______________ and ____________ in the SKMS |
Knowledge, Information
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Service Transition Outputs:
________________ Reports |
Financial
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Service Transition Outputs:
Achievements compared to ____________, ____________ and ____________ |
Metrics, KPIs and CSFs
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Service Transition Outputs:
_________________ to other lifecycle phases |
Feedback
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Service Transition Outputs:
_________________ opportunities |
Improvement
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Service Strategy Input to Service Transition:
______________, _______________, and Policies |
Vision, Mission
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Service Strategy Input to Service Transition:
______________, Strategic Plans and _____________ based on ___________ _______________ |
Strategies, Priorities, Business Cases
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Service Strategy Input to Service Transition:
_______________ Service ________________ |
Dynamic, Portfolio
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Service Strategy Input to Service Transition:
______________ Proposals and _____________ with Utility, ___________ and __________ scales |
Change , Requirements, Warranty, Time
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Service Strategy Input to Service Transition:
Financial ______________ and ________________ |
Information, Budgets
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Service Strategy Input to Service Transition:
Management input to ___________________ evaluation, __________, and ECAB |
Change Evaluation, CAB
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Service Operation Input to Service Transition:
___________ and Resolutions |
RFC
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Service Operation Input to Service Transition:
Metrics of actual performance of ST _______________ in ST _________________ |
Improvement, Process
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Service Operation Input to Service Transition:
____________________ Requirements (_____________ ________________ Criteria) |
Operational, Service Acceptance
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Service Operation Input to Service Transition:
_______________ reports, ______________ feedback and _________________ feedback on Transitions |
Quality, User, Operational
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Service Operation Input to Service Transition:
Input to Change ________________, CAB and _____________ |
Evaluation, ECAB
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Service Design Input to Service Transition:
_______________ Agreements, ______________ Agreements and ________________ _____________ |
Service Level, Operational Level, Underpinning Contracts
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Service Design Input to Service Transition:
Service ______________ |
Catalog
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Service Design Input to Service Transition:
RFCs for ______________ or _______________ IT Services |
New, Changed
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Service Design Input to Service Transition:
Design of ST _____________ and _____________ |
Processes, Procedures
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Service Design Input to Service Transition:
_____________ to Change Evaluation, ____________ and __________________ |
Input, CAB, ECAB
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Service Design Input to Service Transition:
The Service Design Package consists of: |
1. Details of Utility and Warranty
2. Acceptance Criteria 3. Service Models 4. Design and Interface Specifications 5. Transition Plans 6. Operational Plans and Procedures |
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Continual Service Improvement Input to Service Transition:
Input to ___________ Requirements |
Testing
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Continual Service Improvement Input to Service Transition:
Data required for ________ and ________ metrics |
CSF, KPI
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Continual Service Improvement Input to Service Transition:
RFCs for _____________ ____________ ____________ |
Service Improvement Initiatives
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Continual Service Improvement Input to Service Transition:
______________ ____________ Programs |
Service Improvement
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Continual Service Improvement Input to Service Transition:
__________________ from Measurements (e.g. Customer and User satisfaction surveys) |
Triggers
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Continual Service Improvement Input to Service Transition:
Input from _____________ Reviews/ ______________ |
Service, Reporting
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Service Transition Output to Service Strategy:
Updated Service _______________ |
Portfolio
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Service Transition Output to Service Strategy:
__________________ Services |
Transitioned
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Service Transition Output to Service Strategy:
Information & feedback for _______________ Cases / Service _______________ |
Business, Portfolio
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Service Transition Output to Service Strategy:
________________ on strategies and policies |
Feedback
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Service Transition Output to Service Strategy:
____________________ reporting (including for budgets, financial reports) |
Management
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Service Transition Output to Service Strategy:
Required _______________ to Business / ______________ |
Outputs, Customer
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Service Transition Output to Service Strategy:
Knowledge Management through ____________ and _______________ Reports |
SKMS, Evaluation
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Service Transition Output to Service Design:
________________ Service _______________ |
Modified, Catalogue
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Service Transition Output to Service Design:
Feedback on ___________ Design, ___________ Package, ___________Services, and _____________ Plans, including errors identified |
Service, Service Design, Retired, Transition
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Service Transition Output to Service Design:
Updates for _____________ Modification |
SDP
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Service Transition Output to Service Design:
Updated _________ or ____________ Bundle |
Service Plan, Service
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Service Transition Output to Service Design:
Responses to __________ |
RFCs
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Service Transition Output to Service Design:
____________________ Management through ____________ and Evaluation Reports |
Knowledge, SKMS
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Service Transition Output to Service Operation:
Approved ____________ and ____________ Packages |
Release, Deployment
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Service Transition Output to Service Operation:
Approved ____________ Changes for implementation through _______________ _______________ |
Standard, Request, Fulfillment
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Service Transition Output to Service Operation:
____________ Documentation / Training / __________ |
Operational, Manuals
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Service Transition Output to Service Operation:
Commissioned _____________ or Changed ______________ |
New, Service
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Service Transition Output to Service Operation:
_______________ Management through SKMS and ____________ Reports |
Knowledge, Evaluation
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Service Transition Output to Continual Service Improvement:
_________ Reports |
Test
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Service Transition Output to Continual Service Improvement:
Implemented _______________ ____________ and _______________ actions for _______________ |
Corrective Actions, Preventative, Audits
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Service Transition Output to Continual Service Improvement:
Suggestions for improvement in processes and services are logged in the _______________ |
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