Term
| Plan and manage capacity and resources during transition |
|
Definition
| Service Transition purpose |
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|
Term
| Establish and maintain the integrity of all service assets |
|
Definition
| Service Transition purpose |
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|
Term
| Provide knowledge and information for effective decision making |
|
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 |
|
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 |
|
Definition
| Service Transition purpose |
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|
Term
| Set customer expectations about new or changed services and how they enable business change |
|
Definition
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|
Term
| Enable the business and customers to integrate releases into business processes and services |
|
Definition
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|
Term
| Reduce variations in performance |
|
Definition
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|
Term
| Reduce known errors and minimize risk |
|
Definition
|
|
Term
| Ensure the service can be used in accordance with requirements and constraints specified in service requirements |
|
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 |
|
Definition
| Service Transition Objective |
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Term
| Minimize unpredicted impact on the production services operations and support organization |
|
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 |
|
Definition
| Service Transition Objective |
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Term
| Increase proper use of the services and underlying application and technology solutions |
|
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 |
|
Definition
| Service Transition Objective |
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|
Term
| Ability to adapt quickly to new requirements or market changes (Competitive edge) |
|
Definition
| Value provided by Service Transition |
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Term
| Effective transition management of mergers, divestment, acquisition and transfers of services |
|
Definition
| Value provided by Service Transition |
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|
Term
| Increased success rate of changes and releases |
|
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 |
|
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 |
|
Definition
| Value provided by Service Transition |
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|
Term
| Improved accuracy of resource planning and budgets during transition |
|
Definition
| Value provided by Service Transition |
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|
Term
| Improved business and customer productivity |
|
Definition
| Value provided by Service Transition |
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|
Term
|
Definition
| Value provided by Service Transition |
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|
Term
| Better understanding and management of risk related to a change |
|
Definition
| Value provided by Service Transition |
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|
Term
| Planning appropriate capacity and resources for placing services in production |
|
Definition
| Purpose of Transition Planning and Support |
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|
Term
| Providing support for all service transition teams and staff |
|
Definition
| Purpose of Transition Planning and Support |
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|
Term
| Maintain the integrity of customer assets, service assets and configurations |
|
Definition
| Purpose of Transition Planning and Support |
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|
Term
| Coordinate activities across projects, suppliers and service teams |
|
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 |
|
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 |
|
Definition
| Goal of Transition Planning and Support |
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|
Term
| Plan and coordinate resources to establish new or changed services |
|
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 |
|
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 |
|
Definition
| Objective of Transition Planning and Support |
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|
Term
| Number of releases that met the customer’s requirements |
|
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 |
|
Definition
| Transition Planning and Support KPI |
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|
Term
| Increased customer and user satisfaction |
|
Definition
| Transition Planning and Support KPI |
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|
Term
| Reduction in issues, risk and delays caused by inadequate planning |
|
Definition
| Transition Planning and Support KPI |
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|
Term
| Improved service transition success rate |
|
Definition
| Transition Planning and Support KPI |
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|
Term
| Better management information |
|
Definition
| Transition Planning and Support KPI |
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|
Term
| Improved efficiency and effectiveness |
|
Definition
| Transition Planning and Support KPI |
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|
Term
| Improved efficiency and effectiveness |
|
Definition
| Transition Planning and Support KPI |
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|
Term
| Improved efficiency and effectiveness |
|
Definition
| Transition Planning and Support KPI |
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|
Term
| Improved project and service team satisfaction |
|
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 |
|
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 |
|
Definition
| Purpose of Change Management |
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|
Term
| Overall business risk is optimized |
|
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 |
|
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 |
|
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 |
|
Definition
| Objective of Change Management |
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|
Term
|
Definition
| Risk indicator of poor Change Management |
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|
Term
|
Definition
| Risk indicator of poor Change Management |
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|
Term
|
Definition
| Risk indicator of poor Change Management |
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|
Term
| High number of emergency changes |
|
Definition
| Risk indicator of poor Change Management |
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|
Term
| Delayed project implementations |
|
Definition
| Risk indicator of poor Change Management |
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|
Term
| Indentify, control, record, report, audit, and verify service assets and configuration items |
|
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 |
|
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 |
|
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 |
|
Definition
| Purpose of Service Asset and Configuration Management |
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|
Term
| Support the business and customer’s control objectives and requirements |
|
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 |
|
Definition
| Goal of Configuration Management |
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|
Term
| Minimize quality and compliance issues caused by improper configuration of services and assets |
|
Definition
| Goal of Configuration Management |
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|
Term
| Optimize service assets, IT configurations, capabilities, and resources |
|
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”. |
|
Definition
| Objective of Service Asset & Configuration Management |
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|
Term
| Define and agree release and deployment plans with customers and stakeholders |
|
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 |
|
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 |
|
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 |
|
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 |
|
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 |
|
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 |
|
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 |
|
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 |
|
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 |
|
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 |
|
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 |
|
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 |
|
Definition
| Purpose of Service Validation and Testing |
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|
Term
| Identifying, assessing, and addressing issues, errors, and risks throughout service transition |
|
Definition
| Purpose of Service Validation and Testing |
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|
Term
| assure a service will provide value to customers and their business |
|
Definition
| Goal of Service Validation and Testing |
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|
Term
| Provide confidence in releases |
|
Definition
| Objective of Service Validation and Testing |
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|
Term
| Validate that a service is fit for purpose |
|
Definition
| Objective of Service Validation and Testing |
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|
Term
| Assure a service is fit for use |
|
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 |
|
Definition
| Objective of Service Validation and Testing |
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|
Term
|
Definition
| Confirmation through objective evidence that the requirements for a specific intended use for a service have been fulfilled |
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|
Term
|
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 |
|
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 |
|
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 |
|
Definition
|
|
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 |
|
Definition
|
|
Term
| to ensure that the right information is delivered to the appropriate place or competent person at the right time to enable informed decision |
|
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 |
|
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 |
|
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 |
|
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 |
|
Definition
| Objective of Knowledge Management |
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|
Term
| Establish a sense of urgency |
|
Definition
| Step 1 of the 8 step change model |
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|
Term
| Create a guiding coalition |
|
Definition
| Step 2 of the 8 step change model |
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|
Term
| Develop a vision and strategy |
|
Definition
| Step 3 of the 8 step change model |
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|
Term
| Communicate the change vision |
|
Definition
| Step 4 of the 8 step change model |
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|
Term
| Empower broad based action |
|
Definition
| Step 5 of the 8 step change model |
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|
Term
|
Definition
| Step 6 of the 8 step change model |
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|
Term
| Consolidate gains / produce more change |
|
Definition
| Step 7 of the 8 step change model |
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|
Term
| Anchor new approaches in the culture |
|
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 |
|
Definition
| Challenge of Service Transition |
|
|
Term
| Managing many contacts, interfaces and relationships through service transition, including a variety of different customers, users, programmes, projects, suppliers, and partners |
|
Definition
| Challenge of Service Transition |
|
|
Term
| There being little harmonization and integration of the processes and disciplines that impact service transition, e.g. finance, engineering, human resource management |
|
Definition
| Challenge of Service Transition |
|
|
Term
| There being inherent differences among the legacy systems, new technology and human elements that result in unknown dependencies and are risky to change |
|
Definition
| Challenge of Service Transition |
|
|
Term
| Achieving a balance between pragmatism and bureaucracy |
|
Definition
| Challenge of Service Transition |
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|
Term
| Creating an environment that fosters standardization, simplification and knowledge sharing |
|
Definition
| Challenge of Service Transition |
|
|
Term
| Being an enabler of business change and, therefore, an integral component of the business change programmes |
|
Definition
| Challenge of Service Transition |
|
|
Term
| Establishing leaders to champion the changes and improvements |
|
Definition
| Challenge of Service Transition |
|
|
Term
| Establishing ‘who is doing what, when and where’ and ‘who should be doing what, when and where’ |
|
Definition
| Challenge of Service Transition |
|
|
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 |
|
Definition
| Challenge of Service Transition |
|
|
Term
| Developing standard performance measures and measurement methods across projects and suppliers |
|
Definition
| Challenge of Service Transition |
|
|
Term
| Ensuring that the quality of delivery and support matches the business use of technology |
|
Definition
| Challenge of Service Transition |
|
|
Term
| Ensuring that the service transition time and budget is not impacted by events earlier in the service lifecycle (e.g. budget cuts) |
|
Definition
| Challenge of Service Transition |
|
|
Term
| Understanding the different stakeholder perspectives that underpin effective risk management within an organization |
|
Definition
| Challenge of Service Transition |
|
|
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 |
|
Definition
| Challenge of Service Transition |
|
|
Term
| Evaluating the effectiveness of reporting in relation to risk management and corporate governance |
|
Definition
| Challenge of Service Transition |
|
|
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 |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Maintaining the contacts and managing all the relationships during service transition |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Integrating with the other service lifecycle stages, processes and disciplines that impact Service Transition |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Understanding the inherent dependencies among the legacy systems, new technology and human elements that result in unknown dependencies and are risky to change |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Automating processes to eliminate errors and reduce the cycle time |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Creating and maintaining new and updated knowledge in a form that people can find and use |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Developing good-quality systems, tools, processes, and procedures required to manage a service transition practice |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Good service management and IT infrastructure tools and technology |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Being able to appreciate and exploit the cultural and political environment |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Being able to understand the service and technical configurations and their dependencies |
|
Definition
| Critical success factor for Service Transition |
|
|
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 |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Developing a workforce with the right knowledge and skills, appropriate training and the right service culture |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Defining clear accountabilities, roles and responsibilities |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Establishing a culture that enables knowledge to be shared freely and willingly |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Demonstrating improved cycle time to deliver change and less variation in time, cost and quality predictions during and after transition |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Demonstrating improved customer and user satisfaction ratings during service transition |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Demonstrating that the benefits of establishing and improving the service transition practice and processes outweigh the costs (across the organization and services) |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Being able to communicate the organization’s attitude to risk and approach to risk management more effectively during service transition activities |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Building a thorough understanding of risks that have impacted or may impact successful service transition of service in the service portfolio |
|
Definition
| Critical success factor for Service Transition |
|
|
Term
| Change in accountabilities, responsibilities, and practices of existing projects that de-motivate the workforce |
|
Definition
| Risks of implementing Service Transition |
|
|
Term
| Alienation of some key support and operations staff |
|
Definition
| Risks of implementing Service Transition |
|
|
Term
| Additional unplanned costs to services in transition |
|
Definition
| Risks of implementing Service Transition |
|
|
Term
| Resistance to change and circumvention of the processes due to perceived bureaucracy |
|
Definition
| Risks of implementing Service Transition |
|
|
Term
| Excessive costs to the business due to overly risk-averse service transition plans |
|
Definition
| Risks of implementing Service Transition |
|
|
Term
| Knowledge sharing (as the wrong people may have access to information) |
|
Definition
| Risks of implementing Service Transition |
|
|
Term
| Lack of maturity and integration of systems and tools resulting in people ‘blaming’ technology for other shortcomings |
|
Definition
| Risks of implementing Service Transition |
|
|
Term
| Poor integration between the processes – causing process isolation and a silo approach to delivering ITSM |
|
Definition
| Risks of implementing Service Transition |
|
|
Term
| Loss of productive hours, higher costs, loss of revenue or perhaps even business failure as a result of poor service transition processes |
|
Definition
| Risks of implementing Service Transition |
|
|
