Flashcards in Service Transition Deck (41):
What is service transition?
Service transition is the third part of the ITIL "lifecycle". It encompasses all activities that involve the build-up to deployment or retirement of service changes or services themselves.
What is the purpose of service transition?
Service transition exists to ensure that new, modified or retired services meet the requirements of the business, as documented in the service strategy, and service design stages.
What is a release policy?
A release policy is a formalized policy for service transition. This policy should include details for transition, such as numbering/naming conventions, software assets, management approaches, and so on.
What is transition planning and support?
Transition planning and support is the process of planning all service transition processes and coordinating the resources that they would require.
What is service asset and configuration management?
Service asset and configuration management (SACM) is the process of managing assets vital to the operation of the customer's or organization's business. Its goal is to ensure that these assets are well-managed and reliable when they are needed.
Define configuration item.
A configuration item (CI) is any component or other service asset that needs to be managed in order to deliver an IT service. Each CI has its own information recorded within the configuration management system (CMS). CIs all fall under the jurisdiction of change management. Basically, a CI can be most anything.
What are some varieties of configuration items?
There are many examples of configuration items:
- Service Lifecycle CIs: Business cases, service plans, etc.
- Service CIs: Service capability assets, service resource assets, etc.
- Organization CIs: Business strategy or governance
- Internal CIs: Hardware and software required to deliver & maintain services & infrastructure
- External CIs: External customer requirements & agreements, releases from suppliers or sub-contractors, etc
- Interface CIs: Escalation documents & Interface agreements
Define configuration management system.
A configuration management system is a set of tools, data, and information that is used to support service asset and configuration management. It maintains information about CIs and their relationships to one another. It's a part of the service knowledge management system (SKMS).
Where are configuration item records stored?
Configuration item records are stored in configuration management databases, which is inside the change management system.
Define definitive media library.
A definitive media library is one or more locations in which the definitive and authorized versions of all software configuration items (CI)s are securely stored. It generally also contains documentation and licences (also are CIs).
What is change management?
Change management is the process of controlling changes to deliver early realization of benefits with minimum risk.
A change is the addition, modification, or removal of anything that could have an effect on IT services.
Define request for change (RFC).
A request for change is a formal proposal for a change to be made. It includes details of the proposed change.
Define change record.
A change record is a record containing the details of a change. Each change record contains details of the lifecycle of a single change. These records are created for every request for change, regardless of if it's rejected or approved. Change records should always reference the configuration items it references.
What are the different types of change.
The different types of change are:
- Normal Change
- Standard Change
- Emergency Change
What is a normal change?
A normal change is a change that goes through the full assessment, authorization, and implementation stages. Normal changes are classified as major, significant, or minor.
What is a standard change?
A standard change is a pre-approved change that is low-risk, relatively common, and follows a procedure or work instruction, like a password reset, or provision of standard equipment to a new employee. Every standard change has a change model that defines the steps to follow, including how it should be logged, managed, and implemented.
What are the elements of a standard change?
The elements of a standard change are:
- A trigger to initiate
- The task is well-known, documented, and proven
- Authority is given in advance
- Budget approval is already given
- The risk is low and well-understood
What is an emergency change?
An emergency change is a change category reserved only for highly critical changes that must be implemented ASAP. These are rarely required, and should be designed carefully and tested as much as possible before use. Details of emergency changes may be documented retroactively.
What happens to change proposals once they are created?
Once created, a change proposal is submitted to change management, where resource allocation is considered. Once this is approved, the change can be "chartered", allowing it to begin design.
How are change proposals created?
Change proposals are generally created by the service portfolio management process. In some cases, they can also be created by program management offices, or individual projects.
What should be included in a change request?
A change request should include:
- A high-level description of the new, changed, or retired service, including business outcomes to be supported, and utility and warranty to be provided.
- A full business case.
- An outline schedule for design and implementation.
What is a change model?
A change model is a set of predefined steps that should be taken to handle a particular type of change in an agreed way.
What is included in a change model?
A change model generally includes:
- The steps needed to handle the change, including - possible issues, the order they should take, and dependencies.
- Responsibilities: who should do what
- Timescales & thresholds for completion
- Escalation procedures
What is remediation planning?
Remediation planning is the process of creating a "back-out" plan for a change, generally through a reloading of a baselined set of configuration items.
What is a change advisory board?
A change advisory board is a body that exists to support the authorization of changes and to assist change management in assessing, prioritizing, and scheduling changes.
What is an emergency change advisory board?
An emergency change advisory board is a change advisory board that is convened when there is no time to convene a full change advisory board.
What is release and deployment management?
Release and deployment management is the process of delivering new required functionality while protecting the integrity of existing services. This involves planning and scheduling the building, testing, and deployment of releases.
A release is a collection of one or more changes to an IT service that are built, tested, and deployed together. A single release may include changes to hardware, software, documentation, processes, or other components.
How many phases are there in release and deployment management, and what are they?
There are four phases in release and deployment management. They are:
1. Release & deployment planning
2. Release build & test
4. Review & close
What is release & deployment planning?
Release & deployment planning is the planning for the creation and deployment of the release, and a part of release & deployment management. This phase starts with change management authorization to plan a release, and ends with change management authorization to create the release.
What is release build & test?
Release build & test is part of release & deployment management. In this phase, the release package is built, tested, and checked into the Definitive Media Library. This phase starts with authorization to build the release, and ends with authorization for the package to be checked into the DML.
What is a Definitive Media Library?
A Definitive Media Library is a location where the definitive and authorized versions of all software configuration items are securely stored.
What is deployment?
Deployment is part of the release & deployment management phase, wherein the release package is deployed to the live environment. This starts with authorization to deploy to one or more environments, and ends with handover to support.
What is review & close?
Review & close is a part of the release & deployment management phase, where experience and feedback are gathered, performance targets and achievements are reviewed, lessons learned, etc.
What is knowledge management?
Knowledge management is the process of sharing service perspectives, ideas, experience, whatnot in a way that might improve service efficiency and enable informed decisions. The scope of this is that of the entire lifecycle.
Data is a set of discrete facts about events.
Information is data with context.
Knowledge is composed of the tacit experiences, ideas, insights, values, and judgments of individuals.
Wisdom is the use of knowledge to make well-reasoned decisions.