Viewdeck

Service Transition for Cloud/ICT Services

Summary

  • Development and improvement Capabilities for transitioning Cloud and disaggregated services into BAU
  • Release Management, Programme Management, and Risk Management, in a Hybrid, multi-supplier Service Management Context
  • Expert skills and resources in supporting you deliver the ITILv3 Service Transition Processes for Cloud solutions

Features

i

Managing multiple service suppliers into a seamless single service desk

l

Knowledge transition, SIAM service delivery into mixed I-Sourced/Out-Sourced environments

Delivery of services required by a business into BAU

Includes the the "project" side of delivery

Control of risks to disruption during implementation

v

Change management, Service Asset and Configuration Management, Knowledge Management

Service Transition Specialists, SIAM Transformation Experts, Delivery Managers, Change Practitioners

Release and Deployment Management, Service Validation and Testing, Change Evaluation

Benefits

  • Preventing undesired consequences
  • Ensuring smooth service change
  • Understanding your estate, ‘sweating’ your assets
  • Ability to predict and manage ongoing costs
  • Reduce numbers of incidents, and improve time-to-resolve
  • Joined up customer services, across multiple service providers
  • Innovative contract and supplier management strategies
  • Service tooling and configuration for the Cloud
  • SOC and Service Integration
  • CMDB/Asset to services and contract alignment

Viewdeck’s Service Transition for the Cloud helps you development and improvement your capabilities for transitioning new and changed services into operations. While helping realise the Service Design, Service Transition aims to control the risks of disruption during implementation, by bringing together the practices of Release Management, Programme Management, and Risk Management, in a service management context. It guides you through the complexity of changes to services and service processes, while at the same time preventing undesired consequences, using suitable gates to control transfer of services between your customers and service providers.

ITIL’s Service transition (ST) provides the delivery of services required by a business into live/operational use, and often includes the the “project” side of delivery rather than business as usual (BAU).

ITILv3 Service Transition Processes

Transition Planning and Support

Transition Planning and Support provides orderly transition of a new or modified services into the live production environment. It includes any changes to the existing service management processes to ensure smooth transition and operation. It incorporates the service design and operational requirements within the transition planning, essentially providing the management and control of the transition plan, and the coordination of the following key aspects :

  • The integration and alignment of the transition planning with the business, service delivery units and suppliers
  • Coordination of the transition process with managing tasks, risks and exceptions
  • Quality assurance of all service transition, release and deployment plans
  • Implementation of the transition process, support systems and tools
  • Monitoring and improvement of the service transition performance

Change management

Change management provides standardisation of methods and procedures to ensure efficient handling of all changes. Change is described as “an event that results in a new status of one or more configuration items (CIs)”. Changes should be approved by management, ensuring the change is cost-effective, managed, doesn’t impact negatively service or risk to service.

The main aims of change management include:

  • Minimal disruption of services
  • Reduction in back-out activities
  • Economic use of resources involved in the change

Service Asset and Configuration Management

Service asset and configuration management is primarily focused on maintaining information (i.e., configurations) about Configuration Items (i.e., assets) required to deliver your IT services, and the relationships between them. Through Configuration Management, we aim to achieve traceability of every aspect of an asset for its full life cycle, including Identification, Planning, Change control, Change management, Release management and Maintenance.

Release and Deployment Management

Release and Deployment Management is used to ensure smooth and controlled distribution of software and hardware, including license controls across the infrastructure. This helps ensure licensed, tested, and version-certified software and hardware is used, supporting the right business functions. Release Management also covers the quality control of new hardware and software during the development and implementation phases, working with the definitive Media Library for central storage of all releases.

  • Planning the roll-out of software
  • Designing and implementing procedures for the distribution and installation of changes to IT systems
  • Effectively communicating and managing expectations of the customer during the planning and roll-out of new releases
  • Controlling the distribution and installation of changes to IT systems It focuses on the protection of the live environment and your services through the use of formal procedures and checks

Service Validation and Testing

Service Validation and Testing looks to provide quality assurance of releases and release components as they are rolled out, with the goal of ensuring problem free operation, and no impact to service as transition occurs. Within the scope of testing, ITILv3 includes :

  • Definition of Test Procedures: Definition of test content, test cases and test conditions
  • Component Tests: Ensuring Components meet requirements
  • Integration Test: Ensuring requirements by the interaction of the IT Service Components
  • Acceptance Test: Service Acceptance testing of the Service or change against its specifications in the Service Level Agreement

Change Evaluation

ITIL’s Change Evaluation aims to assess major Changes, (e.g. introduction of a new service or a substantial change to an existing service), ensuring quality control before changes are allowed to proceed.

  • Change Evaluation prior to Planning: assess a proposed major Change before authorizing the Change planning phase
  • Change Evaluation prior to Build: assess a proposed major Change before authorizing the Change build phase
  • Change Evaluation prior to Deployment: assess a proposed major Change before authorizing the Change deployment phase
  • Change Evaluation after Deployment: assess a major Change after it has been implemented, to verify if the Change has met its objectives and to identify any lessons to be learned

Change management

Change management provides standardisation of methods and procedures to ensure efficient handling of all changes. Change is described as “an event that results in a new status of one or more configuration items (CIs)”. Changes should be approved by management, ensuring the change is cost-effective, managed, doesn’t impact negatively service or risk to service.

The main aims of change management include:

  • Minimal disruption of services
  • Reduction in back-out activities
  • Economic use of resources involved in the change

Our Experience

At Viewdeck, we provide a range of skills and experience to help you meet your Service Strategy, Service Design, Service Transition and Operational goals. Our team has real experience in delivering Service capabilities across a wide range of UK Public Sector clients.

Tag Cloud: ITILv3, MSP, PRINCE2, Managing Successful Programmes. Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management, Information Security Management, Service Transition, Change Management, Incident Management, Problem Management, SC, DV

Key Processes: COBIT, MSP, PRINCE2, ITILv3, ISO 20000