Service transition - Winning with change management

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ITIL Service Transition –Winning with Change Management

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Objective of the Webinar

®At the end of this session, you will be able to understand:

® Overview of ITIL Service Transition

®Magic Triangle

® Controlling your IT Infrastructure

®Delivering Seamless Service and Solutions

®Challenges and Pitfalls with Change Management

®How do you win with Change Management

®Q&A

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What is Customer Satisfaction?

The Difference between

®What Customers Expect

®What Customers perceive they have received

Courtesy : Northgate


Service Transition : In detail


Purpose of Service Transition

® Set customer expectations on how new or changed services enable business change

® Plan and manage the resources needed to successfully establish new and changed services into production

Within predicted cost, quality and time estimates


What is ITIL Service Transition


Service Transition Process

®Process that support the service lifecycle

• Change Management

• Service Asset & Configuration Management

• Knowledge Management

®Processes within Service Transition

• Transition Planning & Support

• Release & Deployment Management

• Service Validation & Testing

• Evaluation

Organizational Change & Stakeholder Management must also be considered


Transition Planning and Support

Decide the most appropriate approach to Service transition based on

Size and nature of services

The number and frequency of releases

Business needs

Ensure integrated planning and coordination

Transition planning and support ensures Service strategy requirements Encoded in Service Design are realized in service operations.

Courtesy: Pixabay


Service Asset and Configuration Management

®Best Practice process to keep track of customers, services, components and their relationships

®Best Practice Concepts

• Service Assets

• Configuration Items

• Relationships

• Configuration Baseline


Service Validation and Testing

Service Validation and Testing provides objective evidence that new or changed services support customer, business andStakeholder requirements

->Confirm customer and stakeholder requirements are defined-> Provide confidence that released services will deliver expected outcomes and value-> Validate that a service is “fit for purpose”-> Assure a service is “fit for use”-> Remedy errors or variances early in the service lifecycle


Winning with Change Management


Change Management Today


Understanding Change Management Process


Release and Deployment Management

Release and Deployment Management builds, tests and delivers the capability to provide Services that meet stakeholders requirements and objectives

->Create clear and comprehensive release and deployment plans->Ensure releases can be deployed successfully and on schedule->Ensure minimal unpredicted impact->Satisfy customers, users and service management staff

Communication, preparation, documentation and training are hallmarks of Release and Deployment Management


Why Evaluate?

Evaluation provides a standard way to evaluate the performance of service changes

->Ensure expectations are realistic->Independently evaluate actual performance against anticipated performance->Evaluate the intended and unintended effects of service changes->Provide effective and accurate information to Change Management


Knowledge Management


Managing Organizational and Stakeholder change

Change is - Never easy, Usually takes longer than planned, Can bring risk, Is Inevitable and required

Changes and transitions must be led and managed

Stakeholders must be identified and their requirements understood

Failing to understand requirements results in resistance, dissatisfaction and increased costs

Managing organizational change and how it affects people leads to customer satisfaction


Magic Triangle


Controlling the IT Infrastructure


Challenges & Pitfalls with Change Management

® Inaccurate CMDB/CMS

®Absence of good Change Management Policy

®Governance – Change Advisory Board

®Lack of Integration with CMS and Release Management

®Definition of Normal, Standard and Emergency

®KPI & Metrics


Winning with Change Management

• Definition of Change• Change Models• Change Advisory Board• Risk Assessment• Post Implementation Review

• Assessment of Process, Tools• Provisioning • Maintenance & Repair• People skills and Competencies

• Release Policy• Release calendar• Phased Approach• Release Notes

• BIA • CMDB & CMS• Attributes & Relationships

Config Mgmt RDM

Change Management

IT Infrastructure


LIVE Online Class

Class Recording in LMS

24/7 Post Class Support

Module Wise Quiz

Project Work

Verifiable Certificate

Course Features


® Module 1

» Service Management as Practice

® Module 2

» Service Strategy

® Module 3

» Service Design

Course Topics

® Module 4

» Service Transition

® Module 5

» Service Operation

® Module 6

» Continual Service Improvement


Questions

Q&A


Technology

Service transition - Winning with change management