Service Transition Quick Start—An Overview of ITIL

An Overview of ITIL, Service Transition2

ITIL® is a registered trademark of Axelos Limited. All rights reserved.

First things first, what is ITIL?

The only thing standing between you and learning all about the ITIL (AKA IT Infrastructure Library) is learning to speak the language. The phraseology. The fuzzwords. Let’s start with a basic definition and then break it down into five stages. That’s right, five stages you can count on one hand, so you’ll implement ITIL in no time.

Warning: This will increase your brain activity

Learning ITIL® is not easy. First, there’s confusion. “What the blank is ITIL?” Then comes denial. “Why, ITIL, why?” Next acceptance…and the “I can’t stay awake past one page” phase where your brain shuts off and you fall into an ITIL-induced coma. This shouldn’t happen.

Sure, ITIL can be a bit dry. But this eBook will help you through it. We’ll even throw in a few puns and corny jokes to make sure you’re awake.

So grab a water bottle. Stay hydrated. And turn your brain on to learn ITIL.

How does ITIL work? Five Stages at a Glance

Service StrategyDefine needs, assets,and strategy

Service DesignDesign services and thesupporting elements

Service TransitionDevelop services, the supportingelements, and the methods ofimplementation

Service OperationDeploy said services. Includes maintenance, error resolution,and making sure the end-useris happy

Continual ServiceImprovementCollect data on performanceCompare to strategy standardsChange for improvement

An Overview of ITIL, Service Transition3

You are here.

The service transition stage is where you double-check everything before it goes live. Here you’ll go through the processes and planning required to bring services into production and to manage them as they change over time.

Don’t forget to make note of the red words as you continue studying.

An Overview of ITIL, Service Transition4

Buckle your seat belt and prepare for takeoff.

Stage 3: Service Transition

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Translation:

No making changes willy-nilly, with ITIL. Service Transition is responsible for ensuring that all aspects of a new or changed service transition smoothly to the live environment or real world phase, with the minimum impact on the business.

This stage is also responsible for maintaining the integrity of assets because nobody likes to address, stamp, and seal four million letters apologizing to patients after a couple of protected health information filled computers were swiped) and creating a streamlined, repeatable process for future transitions.

ITIL 2011 Glossary Definition

Service Transition: Includes a number of processes and functions and is the title of one of the Core ITIL publications.

Transition: A change in state, corresponding to a movement of an IT Service or other Configuration Item, from one lifecycle status to the next.

Keeps track of and managing the assets and configuration items used by the organization, as well as maintaining the CMDB

• Configuration Item (CI): Anything that plays a role in delivering the service, including the service itself, support staff, a computer, an instance in a database, etc.

• Configuration Management Database (CMDB): Maintains information about CI’s and their relationships to each other

Controls the lifecycle of a change and managing the risks involved, to avoid service disruptions

• Know: Normal, Standard, and Emergency Changes

• Request for Change (RFC)

• RFC Process: Review, classify, authorize, plan, implement

Service Asset & Configuration Management

Change Management

A TERM TO LEARN

A TERM TO LEARN

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Service Transition Processes:Another important feature of this stage is the management of the Service Knowledge Management System or SKMS (see below). This is where you find answers regarding the history of a service, supplier contracts, tools, solutions to known errors, and so forth.

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Plans, designs, schedules, and controls the movement of releases to test and live environments.

• Ensures that the integrity of the live environment is protected and that the correct components are released

• Other responsibilities: Release policy, testing, campaigns for acceptance, training, preparation for the installation

• Release environments: Development, Test, Live

• Supports the capture and effective publishing of knowledge, throughout the service lifecycle

• Manages the Service Knowledge Management System (SKMS) which contains the Service Portfolio, Configuration Management Database, Supplier Contract Database, and much more

Release & Deployment Management

Knowledge Management

A TERM TO LEARN

A TERM TO LEARN

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Are we there yet?

Two more stages left to review

In the next eBook, you’ll cover the Service Operation stage where the preparation is completed and the launch sequence is activated!

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

Service Strategy

Strategy Generation

Service Portfolio Mgt.

Risk Mgt.

Demand Mgt.

Financial Mgt.

Service DesignService Catalogue Mgt.Service Level Mgt.Supplier Mgt.Availability Mgt.Capacity Mgt.Information Security Mgt.IT Service Content Mgt.

Service Transition

Release andDeployment Mgt.

Change Mgt.

Transition Planningand Support

Service Knowledge Mgt.

Evaluation Mgt.

Service Asset andConfiguration Mgt.

Service Validationand Testing Mgt.

Service Operation

Request fulfillment

Incident Mgt.

Access Mgt.

Problem Mgt.

Event Mgt.

Continual ServiceImprovement

ServiceMeasurement

Service Reporting

You are here.

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ITIL at a Glance—A Quick Review

The 50,000 ft. view of ITIL.

For those of you who are short on time, here you'll find all of the concepts covered in this eBook series (as well as some additional ITIL facts) in a simple chart. Use this cheat sheet for reviewing the main concepts.

© 2016 ServiceNow, Inc. All rights reserved.

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