02-7. Account for the purpose, objectives and scope of service transition (ST 1.1.1, 1.1.2)
Key Concepts
Related Concepts
1.1.1 Purpose and Objectives of Service Transition
Purpose: Ensure New, Modified or Retired Services meet expectations of the SP per Service Strategy and Service Design lifecycle modules. (Basically ensuring the Design is right then Implement)
Objectives:
- Plan and manage service changes efficiently and effectively
- Manage risks relating to new changed retired services
- Successfully deploy service releases into supported environment
- Set expectations about performance of new/changed service
- Ensure changes create expected business value
- Provide good-quality knowledge about the service and service assets (TOI)
Stuff that happens during Transition phase:
- Planning/managing the capacity and resources required for service transitions
- Implement process to evaluate service capability and risk before it is inserted to live environment
- Maintain wellness of service asset
- Provide repeatable process for building, testing and deploying services and releases
- Ensure service can be managed, operated and supported.
02-6. Briefly explain what value service design provides to the business (SD 1.1.4)
1.1.4 Value to Business (18)
- TCO
- Improve quality of Service
- Improve Consistency of Service
- East the Implementation of new or changed services
- Improve Service Alignment
- Improve Service Performance
- Improve IT Governance
- Improve effectiveness of service mgmt and IT process
- Improve information and decision making
- Improve alignment with customer values and strategies
02-5. Account for the purpose, objectives and scope of service design (SD 1.1.1, 1.1.2)
Key Concepts
Related Concepts
1.1.1 Purpose and Objective of Service Design
- Translating Services defined in Strategy into functional outcomes for customer
- Designs infrastructure, processes and support mechanisms to facilitate the services/outcomes.
- Service Design activities are periodic/exception-based when triggered by business need/event.
Design Services in accordance:
- IT governance, processes, policies
- Quality, customer satisfaction and cost-effectiveness
- Design so minimal improvement will be required in lifecycle
- Flexible to spot trends and improve service/redesign over time.
1.1.2 Scope
Guidance for designing services
Service Design Package
Service Design Model - selection
Five Aspects of Service Design
Design drivers - functional requirement, SLA, business benefit and design constraint
Success Factors:
- design coordination
- service catalog mgmt
- SLA, capacity, continuity
- Information security and supplier mgmt
02-4. Briefly explain what value service strategy provides to the business (SS 1.1.4)
Key Concepts
Related Concepts
1.1.4 Value to Business
Benefits of Strategy are:
- Linking activities performed to outcomes valued by Customers
- Identify Types and Levels of service to deliver and consistently do so
- Agility to respond to changes quickly in environment and adapt competitively
- Create/Maintain Service Portfolio for ROI
- Customer Relations
- Organizing a SP for efficient and efficiency
02-3. Account for the purpose, objectives and scope of service strategy (SS 1.1.1,1.1.2)
Key Concepts
Related Concepts
1.1.1 Purpose and Objectives of Service Strategy (18)
Define Perspective, Position, Plans and Pattern to deliver services
Consider:
- Identify Services and Customers
- Understand how Value is created for Customers
- Identify/Exploit opportunities
- Service Provision Model (funding, customers, how create services)
- How Service Assets are used to deliver services
1.1.2 Scope (18)
2 aspects covered in ITIL Service Strategy Book:
- Define a strategy of where the SP delivers services to meet customer's business outcome
- Define a strategy how to manage those services
02-2. Describe the structure of the ITIL service lifecycle (SS 1. Introduction up to 1.1, SS 1.2, Fig 1.1)
Key Concepts
Related Concepts/Topics
1.2 Context (Breakdown of each Category) (20)
1.2.1 Service Strategy
- Think WHY something should/need to be done.
- Identify, Set Objectives and Expectations for Organization to meet objectives of Customers/Markets
Concepts/Topics:
- Developing Market space
- Internal/External Provider
- Service Assets
- Service Portfolio
- Business Relationship
- Demand Management
- Financial Management
- Organizational development
- Strategic Risks
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1.2.2 Service Design
- Turns Strategy into a Plan for delivering Business Objectives
- Design/Develop Services + Service Management practices
- Design Principles/Methods to Convert Strategic objectives into Service Portfolios and Service Assets
- Existing Services - applies design back to existing services and service mgmt
Concepts/Topics:
- Design Coordination
- Service Catalog Management
- Service Level Management
- Availability Management
- Capacity
- IT Service continuity
- Info Security
- Supplier
1.2.3 Service Transition
- Introduce new and changed services into supported envirohments
- Ensure things can transition from Strategy to Design and moving into Ops
Concepts/Topics:
- Change Management
- Service Asset and config mgmt
- release and deployment mgmt
- service validation + testing
- change eval and knowledge mgmt
- gatekeeper to ensure innovation doesn't break existing services
1.2.4 Service Operation
- Managing existing services
- Effective/Efficient delivery + support of services
Concepts/Topics:
1.2.5 Continual Service Improvement
- Continually monitor and evaluate service execution to improve service delivery
- Monitors all stages of Service Lifecycle
Concepts/Topics:
ITIL STRATEGY NOTES
- Identify Opportunities to Provide Value to IT if alligned
- Identify Gaps in Value Offerings and fill it
- Understand Customers Business and how our Services can help them achieve favorable Business Outcomes (Competitive Advantages, Costs: Effectiveness, Efficiency)
- Identify Service Feature by Core, Enabling, Enhancing Services and where to align new technology. (Ongoing Assessment, graduate features, and service type as needed, demand grows)
- Our Value to Customers - network connectivity, flexible changes and world-wide reachability, new technology insertion/integration. (see BRM for ongoing customer assessment/demands/needs and ensure pipeline of future services and service assets align)
- Linking Service Provider Services/Processes/Outputs to Business Outcomes of Customers
- Strategy Purpose: SP define strategy on delivering services that meet business outcomes of customer. Defining strategy HOW to manage those services.
- 4 P's - Strategy Objectives: Perspective, Position, Plans and Patterns
