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Wednesday, December 21, 2011

Service Transition - Process Objectives and Value

As part of Service Transition, the following four processes need to be done.

Transition Planning and Support:

An integrated approach to planning improves the alignment of Service Transition plans with the plans of the customers, suppliers and the business, and can significantly improve a service provider’s ability to handle high volumes of change and releases.

Service Validation and Testing:
The objective of Service Validation and Testing is to ensure that a new or changed service and its associated release process will meet the needs of the business at the agreed cost.
Service Validation and Testing activities can be applied throughout the Service Lifecycle to provide quality assurance of any aspect of a service. The complete end to end service needs to be considered and both internally and externally developed service components included.
Service Validation provides value by preventing service failures that can harm the service provider’s and the customer’s assets, which can result in outcomes such as loss of reputation, financial loss, time delays, injury or even death.

Service Evaluation:
Evaluation is a generic process that considers whether the performance of something is acceptable, value for money, fit for purpose and whether implementation can proceed based on defined and agreed criteria. The objectives of Service Evaluation are:
• To evaluate the intended effects of a service change and as much of the unintended effects as reasonably practical given capacity, resource and organizational constraints;
• To 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.
The scope includes the evaluation of any new or changed service defined by Service Design, during deployment and before final transition to the production environment.

Managing organizational and stakeholder change:

While Service Transition’s basic role is to implement a new or changed service, a change of any significance may involve an organizational change, ranging from moving a few staff to work from new premises through to major alterations in the nature of business working

Organizational change efforts fail or fall short of their goals because changes and transitions are not led, managed and monitored efficiently across the organization and throughout the change process. Service Transition therefore needs to ensure that any such implications are considered and brought to the attention of relevant stakeholders to ensure that the organization is ready to receive and use the new service when it is introduced.

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