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Wednesday, December 21, 2011

Goals, Purpose and Objectives of Service Transition

The goals of Service Transition are to:
• Set customer expectations on how the new or changed service will enable business change;
• Enable the customer to integrate a release seamlessly into their business processes and services;
• Reduce variations in the predicted and actual performance of the services once they are introduced;
• Reduce known errors and minimize the risks from change;
• Ensure that the service can be used in the manner in which it is required.

The objectives of Service Transition are to:
• Plan and manage the resources to introduce and activate a new or changed service to the live environment within the predicted cost, quality and time estimates
• Minimize any unpredicted impact on the production services, operations and support organization
• Increase customer, user and service management staff satisfaction with the deployment of new or changed services, including communications, release documentation, training and knowledge transfer
• Increase correct use of the services and any underlying applications and technology solutions
• Provide clear and comprehensive plans that enable alignment between the business and Service Transition.

Service Transition includes the management and coordination of the resources that are needed to package, build, test and deploy a release into production and to establish new or changed services as specified by the customer and stakeholder requirements. Service Transition also manages the transfer of services to or from external service providers.

When done well, Service Transition helps organizations to be more agile, with the capability and capacity to respond more rapidly and with greater certainty of success to change. This ability to adapt makes organizations more competitive as market places adjust to economic, social, environmental and political change.

In summary, effective Service Transition is an essential part of good governance. Change can be embraced more rapidly and more effectively without damaging the business, and the business, its customers and its employees can all face change with greater confidence in the outcome. Everyone knows what to expect and, if Service Transition is effective, those expectations will be satisfied in reality.

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Next: Service Transition - Process Objectives & Value

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