Quick StartAn Overview of ITIL

Service Transition

Start

Warning: This will increase

your brain activity
Learning ITIL is not easy. First, theres confusion. What the blank
is ITIL? Then comes denial. Why, ITIL, why? Next acceptanceand
the I cant stay awake past one page phase where your brain shuts
off and you fall into an ITIL-induced coma. This shouldnt happen.
Sure, ITIL can be a bit dry. But this eBook will help you through it.
Well even throw in a few puns and corny jokes to make
sure youre awake.

So grab a water bottle. Stay hydrated. And turn your

brain on to learn ITIL.

First things first, what is ITIL?

The only thing standing between you and learning all about the ITIL
(AKA IT Infrastructure Library) is learning to speak the language. The
phraseology. The fuzzwords. Lets start with a basic definition and
then break it down into five stages. Thats right, five stages you can
count on one hand, so youll implement ITIL in no time.

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ITIL is a registered trademark of Axelos Limited. All rights reserved.

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How does ITIL work? Five Stages at a Glance

Service Strategy

Define needs, assets,

and strategy

Service Design

Design services and the

supporting elements

Continual Service
Improvement

Collect data on performance

Compare to strategy standards
Change for improvement

You are here.

Service Operation

Deploy said services. Includes

maintenance, error resolution,
and making sure the end-user
is happy

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3 An Overview of ITIL, Service Transition

Service Transition

Develop services, the supporting

elements, and the methods of
implementation

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Stage 3: Service Transition

The service transition stage is where you double-check everything
before it goes live. Here youll go through the processes and planning
required to bring services into production and to manage them as
they change over time.
Dont forget to make note of the red words as you continue studying.

Buckle your seat belt and prepare for takeoff.

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ITIL 2011 Glossary Definition

Service Transition: Includes a number of processes and functions
and is the title of one of the Core ITIL publications.
Transition: A change in state, corresponding to a movement of an IT
Service or other Configuration Item, from one lifecycle status to the next.

Translation:
No making changes willy-nilly, with ITIL. Service Transition is responsible
for ensuring that all aspects of a new or changed service transition
smoothly to the live environment or real world phase, with the minimum
impact on the business.
This stage is also responsible for maintaining the integrity of assets
because nobody likes to address, stamp, and seal four million letters
apologizing to patients after a couple of protected health information
filled computers were swiped) and creating a streamlined, repeatable
process for future transitions.

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Service Transition Processes:

Another important feature of this stage is the management of the
Service Knowledge Management System or SKMS (see below). This
is where you find answers regarding the history of a service, supplier
contracts, tools, solutions to known errors, and so forth.
A TERM TO LEARN

Change Management
Controls the lifecycle of a change and managing the risks involved,
to avoid service disruptions
Know: Normal, Standard, and Emergency Changes
Request for Change (RFC)
RFC Process: Review, classify, authorize, plan, implement
A TERM TO LEARN

Service Asset &

Configuration Management
Keeps track of and managing the assets and configuration items used
by the organization, as well as maintaining the CMDB
Configuration Item (CI): Anything that plays a role in delivering the
service, including the service itself, support staff, a computer, an
instance in a database, etc.
Configuration Management Database (CMDB): Maintains
information about CIs and their relationships to each other

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A TERM TO LEARN

Release & Deployment Management

Plans, designs, schedules, and controls the movement of releases
to test and live environments.
Ensures that the integrity of the live environment is protected
and that the correct components are released
Other responsibilities: Release policy, testing, campaigns
for acceptance, training, preparation for the installation
Release environments: Development, Test, Live
A TERM TO LEARN

Knowledge Management
Supports the capture and effective publishing of knowledge,
throughout the service lifecycle
Manages the Service Knowledge Management System (SKMS)
which contains the Service Portfolio, Configuration Management
Database, Supplier Contract Database, and much more

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Two more stages left to review

In the next eBook, youll cover the Service Operation stage where the
preparation is completed and the launch sequence is activated!

Are we there yet?

eBook 1

Service Strategy

eBook 2

Service Design

eBook 3

Service Transition

eBook 4

Service Operation

eBook 5

Continual Service Improvement

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ITIL at a GlanceA Quick Review

For those of you who are short on time, here you'll find all of the
concepts covered in this eBook series (as well as some additional
ITIL facts) in a simple chart. Use this cheat sheet for reviewing the
main concepts.

The 50,000 ft. view of ITIL.

You are here.

Service Strategy
Strategy Generation
Service Portfolio Mgt.
Risk Mgt.
Demand Mgt.
Financial Mgt.

Service Design
Service Catalogue Mgt.
Service Level Mgt.
Supplier Mgt.
Availability Mgt.
Capacity Mgt.
Information Security Mgt.
IT Service Content Mgt.

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9 An Overview of ITIL, Service Transition

Service Transition
Release and
Deployment Mgt.
Change Mgt.
Transition Planning
and Support
Service Knowledge Mgt.
Evaluation Mgt.
Service Asset and
Configuration Mgt.
Service Validation
and Testing Mgt.

Service Operation
Request fulfillment
Incident Mgt.
Access Mgt.
Problem Mgt.
Event Mgt.

Continual Service
Improvement
Service
Measurement
Service Reporting

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 2016 ServiceNow, Inc. All rights reserved.

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