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ITIL: Service Transition (Processes (Change Management (Types of Changes…

- - - - Ensure the planning and coordination of resources in order to realize the specification of the service design.
    - - Key Activities
        
        Prepare for service transition
        
        Plan and coordinate service transition
        
        Develop transition strategy
    - - Incorporating design and operation requirements into the transition plans
      - Managing and operating transition planning and support activities
      - Quality review of all service transition, release and deployment plans
      - Monitoring and improving service transition preformance
  - - - Ensure that changes are implemented in a controlled manner, i.e. that they are evaluated, prioritized, planned, tested, implemented and documented
    - - Respond to the customer's changing business requirements while maximizing value and reducing disruptions
      - Respond to the business and IT request for change
      - Ensure that standardized methods and procedures are used for efficient handling of all changes
      - Ensure that overall business is optimized
    - - Value to the Business
        
        Prioritizing and responding to business and customer change proposals
        
        Implementing changes that meet the customers' agreed service requirements while optimizing costs
        
        Delivering change promptly to meet business timescales
        
        Assessing the risks associated with the transition of services
        
        Reducing the Mean Time to Restore Service, via better implementations of corrective changes
    - - Request for change to service portfolios
      - Request for change to service or service definition
      - Project change proposal
      - User access request
      - Operational activity
    - - Basic Terms
        
        Normal Change - go through the full assessment, authorization and implementation stages
        
        Standard Change - pre-approved change that is low risk, common and follows a procedure
        
        Service Change - the addition, modification or removal of anything that could have an effect on services
        
        Emergency Change - reserved for highly critical changes that must be introduced ASAP
    - - Important Questions
        
        Without the answer to those questions, the impact assessment cannot be completed
        
        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 and other changes?
        
        Who raised the change?
    - - A group of people that advices the change manager in the assessment and scheduling of changes. It is composed, according to the changes being considered. It should reflect both users' and customers' views.
      - Potential Members
        
        Customers
        
        User managers
        
        Technical consultants
        
        Application developers
  - - - Goal
        
        Manage service assets in order to support the other service management processes. Maintain information about configuration items required to deliver an IT service, including their relationship.
      - Key Activities
        
        Control, report, audit and verify service assets and configuration items
        
        Protect service assets and configuration items through the service lifecycle by ensuring that only authorized components are used and only authorized changes are made
        
        Ensure the integrity of the assets and configurations required to control the services and IT infrastructure by establishing and maintaining an accurate and complete configuration management system
      - Value to the Business
        
        Value to the Business
        
        Enable better forecasting and planning of changes
        
        Helps problems be resolved within the service level targets
        
        Ensures delivery of service levels and warranties
        
        Has the ability to identify the costs for a service
      - Configuration Item
        
        Can be hardware, software or documentation. Configuration items are generally structured within a configuration tree.
        
        Attributes
        
        name
        
        serial number
        
        category
        
        owner
        
        licence
  - - - Goal
        
        Building, testing and deploying of the services specified in the service design, and ensuring that the client utilizes the services effectively.
      - Key Activities
        
        Define and agree release and deployment plans with customers and stakeholders
        
        Ensure that each release package consists of a set of related assets and service components that are compatible with each other
        
        Record and manage deviations, risks, issues related to the new or changed service and take necessary corrective action
      - Release Types
        
        Release Types
        
        Upgrades - regularly provide users with small changes and enhancements during production
        
        Service packs - comprise a collection of bugfixes, upgrades and small enhancements delivered in a single package
        
        Releases - deliver changes and enhancements to the user, which are too complex to fit into an upgrade cycle
        
        Bugfixes - serve to eliminate serious or very serious defects
      - Roll-out Strategies
        
        Big-Bang - release to all users simultaneously
        
        Phased Strategy - Release to different groups at different times
  - - - Validate and test new or changed IT services. Ensure that the IT service matches its design specification and will meet the needs of the business.
    - - Plan and implement a structured validation and test process that provides objective evidence that the new or changed service will support the customer's business and stakeholder requirements, including the agreed service levels
      - Quality assure a release, its constituent service components, the resultant service and service capability delivered by a release
      - Identify, assess and address issues and risks throughout service transition