Itil V3 Foundation: Chapter 8: Understanding Service Transition/change Management

Front 1

What is the purpose of Service Transition?

Back 1

• To ensure that the services that have been agreed on and designed through the stages of strategyand design are now delivered effectively into operation.
  
• To test the ability of the new service for its ability to perform as required.
• This is the handover to the operational staff and where we address issues and put in place measurable, repeatable activities that will enable a smooth handover.

Front 2

What is the objectives of Service Transition?

Back 2

■ Plan and manage changes to services, the introduction of new services, or the retirementof services efficiently and effectively.

■ Manage risk associated with new, modified, or retired services being transitioned

■ Successfully deploy releases into the live environment

■ Set the expectations for the performance and use of the new or modifi ed services

■ Ensure that the changes to the services deliver the anticipated and required businessvalue

■ Provide relevant and good-quality knowledge and information about the services andservice assets

Front 3

What is the scope of Service Transition?

Back 3

• This covers the planning,build, test, evaluation, implementation, and deployment of new services or changesto existing services.
  
• Provides information and guidance on the transition of servicesbetween service providers (internal and external) and the retirement of services that are nolonger required.
• Covers all aspects of introducing new services to theoperational environment.

Front 4

What value does Service Transition to the Business?

Back 4

• By providing guidance on how to adopt and implementstandard and consistent approaches while delivering changes to services.
  
• This enables projects to predict the risks, resources, spend, and timescalesfor delivery more accurately, which will result in the ability to manage higher volumes ofchange.
• This will also enable reuse of systemsand service assets, because a planned approach will enable you to see where reuse can beachieved.
  

Front 5

What is the purpose of the Change Management Process?

Back 5

• To control the lifecycle ofall changes, enabling beneficial changes to be made with minimum disruption to IT services.

Front 6

What is the objective of the Change Management Process?

Back 6

• To be aware of all changes that happen in the business environment.
• While responding to the changing businessneeds, you should be reducing incidents, disruption to the services, and rework.
  
• Ensure that changes arerecorded and evaluated, and that authorized changes are prioritized, planned, tested, implemented,documented and reviewed in a controlled manner.
  

Front 7

What is the Scope of the Change Management Process?

Back 7

• Covers everything from the architecture and infrastructureto the processes, documentation, metrics, and tools that support your services, aswell as changes to IT services and configuration items.
  

Front 8

What is a change?

Back 8

• The addition, modification, or removal of anything that could have an effect on IT services.

Front 9

What is a Request for Change?

Back 9

Formal proposal for altering a configuration item, recorded eitherelectronically or on paper. Used to request a change.

Front 10

What is a Change Record?

Back 10

• A capture of the details of the lifecycle of a change.
  
• Raised in response to a request for change—for every change, even those that aresubsequently rejected.
  
• Change records should reference the confi guration items affectedby the change. They are stored in the confi guration management system or servicemanagement tool.
  

Front 11

What is a standard change?

Back 11

• A change to a service or other configuration item, which has a pre-authorizedapproach to its execution.
  
• These are changes with a well-known and clearly understoodrisk.
  
• Theapproach follows a set of predefi ned and agreed steps providing a model that can be usedand reused consistently.
  

Front 12

What is a emergency change?

Back 12

• In response to or in order to prevent a business-critical error.
• There needs to be a clear defi nition of the authority levels associated withemergency changes
  

Front 13

What group assesses emergency changes?

Back 13

• ECAB is the emergency authority for assessing emergency changes covering the same responsibilities as the change advisory board
  
• Any decision to authorize an emergency change must be documented in the change record so that there is a clear audit trail for all activities.

Front 14

What is a Normal Change process?

Back 14

1. Create and record the RFC.

2. Review the RFC.

3. Assess and evaluate the change.

4. Authorize the change.

5. Plan updates.

6. Coordinate change implementation.

7. Review and close the change.

Front 15

A change proposal is required when it might potentially have a significant or costly impact on the business. What should the proposal include as a high-level description of the change?

Back 15

• A detailed business case
• Risk assessment
• Outline schedule for design and implementation of the change

Front 16

What is the first step of the process for a change proposal?

Back 16

1. RFC (Request for change) :

• The RFC shouldspecify the details of the change, including the risks, benefits, costs, and proposed schedulefor implementation.
  
• Raising the RFC will trigger the change record. Details and updates are captured in the change record (ticket)

Front 17

Why is change logging important?

Back 17

• Keeping anaccurate change record provides an audit trail for the actions carried out in the lifecycle ofthe change.
  

Front 18

What 7 questions should be asked during the assessment of a change? 7 Rs?

Back 18

■ Who raised the change?

■ What is the reason for the change?

■ What is the return required from the change?

■ What are the risks involved in the change?

■ What resources are required to deliver the change?

■ Who is responsible for the build, test, and implementation of the change?

■ What is the relationship between this change and other changes?

Front 19

Why is the change schedule important?

Back 19

• Shows the details of all changes authorized forimplementation and their proposed implementation dates.
  
• The schedule should be published so that allinterested parties can understand when planned changes are to take place.
  

Front 20

What is the PSO

Back 20

Projected Service Outage

• allows stakeholdersto understand when any additional outages outside of the agreed service level agreementwill take place and when the planned maintenance outages will take place.
  

Front 21

What is a remediation plan and why is it important?

Back 21

• Should be in place for all changes so that if the change fails, the infrastructure can be returnedto normal.
  
• 
  

Front 22

What is the role of the CAB?

Back 22

• The change advisory board (CAB) is a group of people brought together to review and assesschanges to determine whether they should be authorized.
  
• The group should consists of all stakeholders: This should include a customer representative who can assess the businessimpact of a change and also a technical representative who can assess the change for therequirements relating to the infrastructure.

Front 23

What is the standard agenda for a CAB meeting?

Back 23

■ Change proposals

■ RFCs to be assessed (prioritized in a structured approach)

■ RFCs that have been assessed

■ Change reviews

■ Updates from and to the schedule of changes, and planned service outages identified

■ Failed changes, backed-out changes, or unauthorized changes