Term
Plan and manage capacity and resources during transition |
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Definition
Service Transition purpose |
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Term
Establish and maintain the integrity of all service assets |
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Definition
Service Transition purpose |
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Term
Provide knowledge and information for effective decision making |
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Definition
Service Transition purpose |
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Term
Provide efficient, repeatable build and installation mechanisms that can be used to deploy releases to the test and production environments and be rebuilt if required to restore a service |
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Definition
Service Transition purpose |
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Term
Ensure that the service can be managed, operated, and supported in accordance with the requirements and constraints specified in service design |
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Definition
Service Transition purpose |
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Term
Set customer expectations about new or changed services and how they enable business change |
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Definition
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Term
Enable the business and customers to integrate releases into business processes and services |
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Definition
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Term
Reduce variations in performance |
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Definition
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Term
Reduce known errors and minimize risk |
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Definition
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Term
Ensure the service can be used in accordance with requirements and constraints specified in service requirements |
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Definition
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Term
Plan and manage the resources to successfully establish a service in production within the cost, quality, and time estimates |
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Definition
Service Transition Objective |
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Term
Minimize unpredicted impact on the production services operations and support organization |
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Definition
Service Transition Objective |
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Term
Increase customer, user, and service management staff satisfaction with service transition practices including deployment of services, communications, release documentation, training, and knowledge transfer |
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Definition
Service Transition Objective |
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Term
Increase proper use of the services and underlying application and technology solutions |
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Definition
Service Transition Objective |
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Term
Provide clear and comprehensive plans that enable the customer and business change projects to align their activities with the service transition plans |
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Definition
Service Transition Objective |
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Term
Ability to adapt quickly to new requirements or market changes (Competitive edge) |
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Definition
Value provided by Service Transition |
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Term
Effective transition management of mergers, divestment, acquisition and transfers of services |
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Definition
Value provided by Service Transition |
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Term
Increased success rate of changes and releases |
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Definition
Value provided by Service Transition |
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Term
Improved prediction of service levels and warranties for new and changed services – helps to set customer expectations |
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Definition
Value provided by Service Transition |
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Term
Improvement in the level of confidence that business and governance requirements will be followed during change |
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Definition
Value provided by Service Transition |
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Term
Improved accuracy of resource planning and budgets during transition |
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Definition
Value provided by Service Transition |
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Term
Improved business and customer productivity |
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Definition
Value provided by Service Transition |
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Term
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Definition
Value provided by Service Transition |
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Term
Better understanding and management of risk related to a change |
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Definition
Value provided by Service Transition |
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Term
Planning appropriate capacity and resources for placing services in production |
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Definition
Purpose of Transition Planning and Support |
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Term
Providing support for all service transition teams and staff |
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Definition
Purpose of Transition Planning and Support |
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Term
Maintain the integrity of customer assets, service assets and configurations |
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Definition
Purpose of Transition Planning and Support |
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Term
Coordinate activities across projects, suppliers and service teams |
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Definition
Purpose of Transition Planning and Support |
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Term
Ensure that all teams in a transition follow appropriate procedures and work together |
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Definition
Purpose of Transition Planning and Support |
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Term
plan and coordinate resources to ensure that the requirements of service strategy encoded in service design are effectively realized in service operations |
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Definition
Goal of Transition Planning and Support |
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Term
Plan and coordinate resources to establish new or changed services |
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Definition
Objective of Transition Planning and Support |
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Term
Ensure all parties adopt a common framework of reusable processes and supporting systems |
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Definition
Objective of Transition Planning and Support |
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Term
Provide clear and comprehensive plans to allow customer and business change to be aligned to service transition |
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Definition
Objective of Transition Planning and Support |
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Term
Number of releases that met the customer’s requirements |
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Definition
Transition Planning and Support KPI |
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Term
Reduced variation of actual vs. predicted scope, quality, cost, and time for a release |
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Definition
Transition Planning and Support KPI |
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Term
Increased customer and user satisfaction |
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Definition
Transition Planning and Support KPI |
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Term
Reduction in issues, risk and delays caused by inadequate planning |
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Definition
Transition Planning and Support KPI |
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Term
Improved service transition success rate |
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Definition
Transition Planning and Support KPI |
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Term
Better management information |
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Definition
Transition Planning and Support KPI |
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Term
Improved efficiency and effectiveness |
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Definition
Transition Planning and Support KPI |
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Term
Improved efficiency and effectiveness |
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Definition
Transition Planning and Support KPI |
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Term
Improved efficiency and effectiveness |
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Definition
Transition Planning and Support KPI |
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Term
Improved project and service team satisfaction |
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Definition
Transition Planning and Support KPI |
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Term
Standardized methods and procedures are used for efficient and prompt handling of all changes |
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Definition
Purpose of Change Management |
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Term
All changes to service assets and configuration items are recorded in the configuration management system |
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Definition
Purpose of Change Management |
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Term
Overall business risk is optimized |
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Definition
Purpose of Change Management |
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Term
respond to the customer’s changing business requirements while maximizing value and reducing incidents, disruption, and rework |
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Definition
Goal of Change Management |
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Term
Respond to the business and IT requests for change that will align the services with the business needs |
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Definition
Goal of Change Management |
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Term
Make sure that all changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented, and reviewed in a controlled manner |
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Definition
Objective of Change Management |
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Term
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Definition
Risk indicator of poor Change Management |
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Term
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Definition
Risk indicator of poor Change Management |
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Term
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Definition
Risk indicator of poor Change Management |
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Term
High number of emergency changes |
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Definition
Risk indicator of poor Change Management |
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Term
Delayed project implementations |
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Definition
Risk indicator of poor Change Management |
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Term
Indentify, control, record, report, audit, and verify service assets and configuration items |
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Definition
Purpose of Service Asset and Configuration Management |
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Term
Account for, manage, and protect the integrity of service assets and configuration items throughout the service lifecycle by ensuring that only authorized changes are made |
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Definition
Purpose of Service Asset and Configuration Management |
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Term
Protect the integrity of service assets and configuration items through the whole service lifecycle |
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Definition
Purpose of Service Asset and Configuration Management |
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Term
Ensure the integrity of the assets and configuration items required to control the services and IT infrastructure by establishing and maintaining an accurate and complete configuration management system |
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Definition
Purpose of Service Asset and Configuration Management |
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Term
Support the business and customer’s control objectives and requirements |
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Definition
Goal of Configuration Management |
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Term
Support efficient and effective service management processes by providing accurate configuration information to support decision making |
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Definition
Goal of Configuration Management |
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Term
Minimize quality and compliance issues caused by improper configuration of services and assets |
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Definition
Goal of Configuration Management |
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Term
Optimize service assets, IT configurations, capabilities, and resources |
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Definition
Goal of Configuration Management |
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Term
Define and control the components of services and infrastructure and to maintain accurate configuration information on the historical, planned and current state of services and infrastructure”. |
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Definition
Objective of Service Asset & Configuration Management |
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Term
Define and agree release and deployment plans with customers and stakeholders |
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Definition
Purpose of Release and Deployment Management |
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Term
Ensure that each release package consists of a set of related assets and service components that are compatible with each other |
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Definition
Purpose of Release and Deployment Management |
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Term
Ensure that integrity of a release package and its constituent components is maintained throughout the transition activities and recorded accurately in the CMS |
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Definition
Purpose of Release and Deployment Management |
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Term
Ensure that all release and deployment packages can be tracked, installed, tested, verified, and/or uninstalled or backed out if appropriate |
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Definition
Purpose of Release and Deployment Management |
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Term
Ensure that organization and stakeholder change is managed during the release and deployment activities |
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Definition
Purpose of Release and Deployment Management |
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Term
to deploy releases into production and establish effective use of the service in order to deliver value to the customer and be able to handover to service operation |
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Definition
Goal of the Release and Deployment Management |
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Term
There are clear and comprehensive release and deployment plans that enable the customer and business change projects to align their activities with these plans |
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Definition
Objective of Release and Deployment Management |
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Term
A release package can be built, installed, tested and deployed efficiently to a deployment group or target environment successfully and on schedule |
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Definition
Objective of Release and Deployment Management |
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Term
A new of changed service and its enabling systems, technology and organization are capable of delivering the agreed service requirements, i.e. utilities, warranties, and service levels |
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Definition
Objective of Release and Deployment Management |
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Term
There is minimal unpredicted impact on the production services, operations and support organization |
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Definition
Objective of Release and Deployment Management |
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Term
Customers, users, and service management staff are satisfied with the service transition practices and outputs, e.g. user documentation and training |
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Definition
Objective of Release and Deployment Management |
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Term
Planning and implementing 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 |
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Definition
Purpose of Service Validation and Testing |
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Term
Quality assuring a release, its constituent service components, the resultant service and service capability delivered by a release |
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Definition
Purpose of Service Validation and Testing |
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Term
Identifying, assessing, and addressing issues, errors, and risks throughout service transition |
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Definition
Purpose of Service Validation and Testing |
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Term
assure a service will provide value to customers and their business |
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Definition
Goal of Service Validation and Testing |
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Term
Provide confidence in releases |
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Definition
Objective of Service Validation and Testing |
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Term
Validate that a service is fit for purpose |
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Definition
Objective of Service Validation and Testing |
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Term
Assure a service is fit for use |
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Definition
Objective of Service Validation and Testing |
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Term
Confirm that customer and stakeholder requirements are correctly defined and remedy any errors or variances early in the lifecycle |
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Definition
Objective of Service Validation and Testing |
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Term
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Definition
Confirmation through objective evidence that the requirements for a specific intended use for a service have been fulfilled |
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Term
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Definition
confirmation through objective evidence that specific requirements have been fulfilled |
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Term
To provide a consistent and standardized means of determining the performance of a service change in the context of existing and proposed services and IT infrastructure |
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Definition
Purpose of the Evaluation process |
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Term
To set stakeholder expectations correctly and provide effective and accurate information to change management to make sure changes that adversely affect service capability and introduce risk are not transitioned unchecked |
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Definition
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Term
Evaluate the intended effects of a service change and as much of the unintended effects as is reasonably practical given capacity, resource and organizational constraints |
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Definition
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Term
Provide good quality outputs from the evaluation process so that change management can expedite an effective decision about whether a service change is to be approved or not |
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Definition
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Term
to ensure that the right information is delivered to the appropriate place or competent person at the right time to enable informed decision |
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Definition
Purpose of Knowledge Management |
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Term
to enable organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle |
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Definition
Goal of Knowledge Management |
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Term
Enabling the service provider to be more efficient and improve quality of service, increase satisfaction and reduce the cost of service |
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Definition
Objective of Knowledge Management |
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Term
Ensuring staff have a clear and common understanding of the value that their service provide to customers and the ways in which benefits are realized from the use of those services |
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Definition
Objective of Knowledge Management |
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Term
* Ensuring that, at a given time and location, service provider staff have adequate information on: o Who is currently using their services o The current states of consumption o Service delivery constraints o Difficulties faced by the customer in fully realizing the benefits expected from the service |
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Definition
Objective of Knowledge Management |
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Term
Establish a sense of urgency |
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Definition
Step 1 of the 8 step change model |
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Term
Create a guiding coalition |
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Definition
Step 2 of the 8 step change model |
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Term
Develop a vision and strategy |
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Definition
Step 3 of the 8 step change model |
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Term
Communicate the change vision |
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Definition
Step 4 of the 8 step change model |
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Term
Empower broad based action |
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Definition
Step 5 of the 8 step change model |
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Term
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Definition
Step 6 of the 8 step change model |
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Term
Consolidate gains / produce more change |
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Definition
Step 7 of the 8 step change model |
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Term
Anchor new approaches in the culture |
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Definition
Step 8 of the 8 step change model |
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Term
Enabling almost every business process and service in IT, resulting in a large customer and stakeholder group that is involved and impacted by service transition |
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Definition
Challenge of Service Transition |
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Term
Managing many contacts, interfaces and relationships through service transition, including a variety of different customers, users, programmes, projects, suppliers, and partners |
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Definition
Challenge of Service Transition |
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Term
There being little harmonization and integration of the processes and disciplines that impact service transition, e.g. finance, engineering, human resource management |
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Definition
Challenge of Service Transition |
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Term
There being inherent differences among the legacy systems, new technology and human elements that result in unknown dependencies and are risky to change |
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Definition
Challenge of Service Transition |
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Term
Achieving a balance between pragmatism and bureaucracy |
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Definition
Challenge of Service Transition |
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Term
Creating an environment that fosters standardization, simplification and knowledge sharing |
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Definition
Challenge of Service Transition |
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Term
Being an enabler of business change and, therefore, an integral component of the business change programmes |
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Definition
Challenge of Service Transition |
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Term
Establishing leaders to champion the changes and improvements |
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Definition
Challenge of Service Transition |
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Term
Establishing ‘who is doing what, when and where’ and ‘who should be doing what, when and where’ |
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Definition
Challenge of Service Transition |
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Term
Developing a culture that encourages people to collaborate and work effectively together and an atmosphere that fosters the cultural shifts necessary to get buy-in from people |
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Definition
Challenge of Service Transition |
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Term
Developing standard performance measures and measurement methods across projects and suppliers |
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Definition
Challenge of Service Transition |
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Term
Ensuring that the quality of delivery and support matches the business use of technology |
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Definition
Challenge of Service Transition |
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Term
Ensuring that the service transition time and budget is not impacted by events earlier in the service lifecycle (e.g. budget cuts) |
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Definition
Challenge of Service Transition |
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Term
Understanding the different stakeholder perspectives that underpin effective risk management within an organization |
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Definition
Challenge of Service Transition |
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Term
Understanding, and being able to assess, the balance between managing risk and taking risks as it affects the overall strategy of the organization and potential mismatch between project risks and business risk |
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Definition
Challenge of Service Transition |
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Term
Evaluating the effectiveness of reporting in relation to risk management and corporate governance |
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Definition
Challenge of Service Transition |
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Term
Understanding and managing the different stakeholder perspectives that underpin effective risk management within an organization and establishing and maintain stakeholder buy-in and commitment |
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Definition
Critical success factor for Service Transition |
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Term
Maintaining the contacts and managing all the relationships during service transition |
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Definition
Critical success factor for Service Transition |
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Term
Integrating with the other service lifecycle stages, processes and disciplines that impact Service Transition |
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Definition
Critical success factor for Service Transition |
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Term
Understanding the inherent dependencies among the legacy systems, new technology and human elements that result in unknown dependencies and are risky to change |
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Definition
Critical success factor for Service Transition |
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Term
Automating processes to eliminate errors and reduce the cycle time |
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Definition
Critical success factor for Service Transition |
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Term
Creating and maintaining new and updated knowledge in a form that people can find and use |
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Definition
Critical success factor for Service Transition |
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Term
Developing good-quality systems, tools, processes, and procedures required to manage a service transition practice |
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Definition
Critical success factor for Service Transition |
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Term
Good service management and IT infrastructure tools and technology |
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Definition
Critical success factor for Service Transition |
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Term
Being able to appreciate and exploit the cultural and political environment |
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Definition
Critical success factor for Service Transition |
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Term
Being able to understand the service and technical configurations and their dependencies |
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Definition
Critical success factor for Service Transition |
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Term
Developing a thorough grasp of the hard factors (processes and procedures) and soft (skills and competencies) factors required to manage a service transition practice |
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Definition
Critical success factor for Service Transition |
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Term
Developing a workforce with the right knowledge and skills, appropriate training and the right service culture |
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Definition
Critical success factor for Service Transition |
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Term
Defining clear accountabilities, roles and responsibilities |
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Definition
Critical success factor for Service Transition |
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Term
Establishing a culture that enables knowledge to be shared freely and willingly |
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Definition
Critical success factor for Service Transition |
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Term
Demonstrating improved cycle time to deliver change and less variation in time, cost and quality predictions during and after transition |
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Definition
Critical success factor for Service Transition |
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Term
Demonstrating improved customer and user satisfaction ratings during service transition |
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Definition
Critical success factor for Service Transition |
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Term
Demonstrating that the benefits of establishing and improving the service transition practice and processes outweigh the costs (across the organization and services) |
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Definition
Critical success factor for Service Transition |
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Term
Being able to communicate the organization’s attitude to risk and approach to risk management more effectively during service transition activities |
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Definition
Critical success factor for Service Transition |
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Term
Building a thorough understanding of risks that have impacted or may impact successful service transition of service in the service portfolio |
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Definition
Critical success factor for Service Transition |
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Term
Change in accountabilities, responsibilities, and practices of existing projects that de-motivate the workforce |
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Definition
Risks of implementing Service Transition |
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Term
Alienation of some key support and operations staff |
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Definition
Risks of implementing Service Transition |
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Term
Additional unplanned costs to services in transition |
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Definition
Risks of implementing Service Transition |
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Term
Resistance to change and circumvention of the processes due to perceived bureaucracy |
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Definition
Risks of implementing Service Transition |
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Term
Excessive costs to the business due to overly risk-averse service transition plans |
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Definition
Risks of implementing Service Transition |
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Term
Knowledge sharing (as the wrong people may have access to information) |
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Definition
Risks of implementing Service Transition |
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Term
Lack of maturity and integration of systems and tools resulting in people ‘blaming’ technology for other shortcomings |
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Definition
Risks of implementing Service Transition |
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Term
Poor integration between the processes – causing process isolation and a silo approach to delivering ITSM |
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Definition
Risks of implementing Service Transition |
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Term
Loss of productive hours, higher costs, loss of revenue or perhaps even business failure as a result of poor service transition processes |
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Definition
Risks of implementing Service Transition |
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