ITIL Service Transition Poster.pdf

RELEASE & DEPLOYMENT MANAGEMENT

Objectives  Define and agree Release and Deployment Management plans with customers and stakeholders  Create and test release packages  Ensure integrity of release package and its constituent components is maintained  Deploy release packages from DML to live environment following an agreed plan and schedule

Purpose Purpose of Release and Deployment Management process is to plan, schedule and control the build, test and deployment of releases, and to deliver new functionality required by the business.

Scope:  includes the processes , systems and functions to package, build, test and deploy a release into live use and to establish the service specified in the service design package

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Four phases of Release and Deployment Management

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Release and Deployment Planning: Plans for creating and

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Inclusions: Knowledge management includes oversight of the management of knowledge, the information and data from which that knowledge derives. Exclusions: Detailed attention to the capturing, maintenance and use of configuration data.

RELEASE POLICY

KNOWLEDGE MANAGEMENT

deploying the release are created. Release Build and Test: Release package is built, tested and checked into the DML. Deployment: Release package in the DML is deployed to the live environment. Review and Close: Experience and feedback are captured, performance targets and achievements are reviewed and lessons learned.

SERVICE KNOWLEDGE MANAGEMENT SYSTEM

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 Cost Models

Purpose and Objectives Improve the quality of management decisionmaking. Enable service provider to be more efficient and improve quality of service and satisfaction. Ensure staff have clear and common understanding of the value that their services provide. Maintain service knowledge management system. Gather, analyse, store, share, use and maintain knowledge, information and data.

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 Service improvement  Information plans Security Policy.

areas of new functionality. Major upgrade or release usually supersedes all preceding minor upgrades, releases and emergency fixes.

 Configuration management system(CMS)  Service level agreements (SLA), contracts and operation level agreements(OLA).

 Capture accurate data  Analyse, synthesize and then transform the data to information.  Identify relevant data and concentrate resources on its capture.  Maintain integrity of the data.  Archive and purge data to ensure optimal balance between availability of data and use of resources

Minor Releases – Contain small

corrections to a small number of unknown errors, or sometimes an enhancement to meet a highpriority business requirement.

enhancements and fixes. Minor upgrade or release usually supersedes all preceding emergency fixes.

Emergancy Change Advision Board An emergency meeting of the CAB, usually with a reduced number of members, to consider urgent, high impact Changes. Its membership, which may change from occasion to occasion, therefore needs to represent the knowledge and authority required in these exceptional circumstances. In practice, members may make their decisions without a physical meeting.

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Objectives

Programme and project management

Purpose Support many of the ITIL processes by providing accurate configuration information to assist decision making, e.g. the authorisation of changes, the planning of releases, and to help resolve incidents and problems faster Minimise the number of quality and compliance issues caused by incorrect or inaccurate configuration of services and assets To define and control the components of services and infrastructure and maintain accurate configuration information on the historical, planned and current state of the services and infrastructure

Programme and project management must work in partnership to align all the processes and people involved in service change initiatives.

Asset and configuration management As changes are implemented, the configuration management information is updated. The Configuration Management System (CMS) may also be used to carry out risk and impact assessment for changes that are being assessed.

CHANGE MANAGEMENT INTERFACES

Major Releases – Contains large

Requirement to only use software assets from definitive media library Expected frequency for each type of release

 Supplier and contract management information system(SCMIS), including suppliers’ and partners’ requirements, abilities and expectations

SERVICE ASSET AND CONFIGURATION MANAGEMENT PROCESS

Identify, control, record, report, audit and verify service assets and configuration items. Account for, manage and protect the integrity of service assets and configuration items through the service lifecycle by ensuring that only authorised components are used and only authorised changes are made. Ensure the integrity of the assets and configurations required to control the services and IT infrastructure by establishing and maintaining an accurate and complete configuration management system.

Provides guidance for the development and improvement for transitioning new and changed services Release, planning, building, testing, evaluating and deployment Publication considers retirement and transfer of services Transition of changes in service provider’s service management

The CMS may also related changes to particular configuration items.

Problem management Problem management is another key process that interacts with change management as changes are often required to implement workarounds and to fix known errors. Problem management is a major source of requests for change and also often a contributor to CAB discussion.

CMS CONFIGURATION MANAGEMENT SYSTEM

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IT service continuity has many procedures and plans should be updated via change management to ensure that they are accurate, up to date and that stakeholders are aware of changes Continued

Configuration model

Security management Security management interfaces with change management since changes required by security will go via change management process and security will be a key contributor to CAB discussion on many services. All change will be assessed for its potential impact on the security plan.

Asset management covers service assets across the whole service lifecycle. It provides a complete inventory of assets and who is responsible for their control.

Enable projects to estimate costs Higher volume of successful change Easy for people to adopt and follow Increase confidence Service is maintainable and cost effective

A set of tools, data and information used to support SACM Part of SKMS Includes tools for: -Collecting -Storing -Managing -Updating -Analyzing -Presenting

TRANSITION PLANNING & SUPPORT Purpose

Plan and manage service changes Manage risks relating to new, changed or retired services Successfully deploy service releases Performance and use of new or changed services Changes create expected business value Provide good quality knowledge and information about service and service assets

Respond to customers changing business requirements Respond to business and IT requests Changes are recorded and evaluated Authorized changes are prioritized, planned, tested, implemented, documented and reviewed Changes to configuration items are recorded in configuration management system. Optimize overall business risk(Knowingly accept risk)

Description Change is the addition, modification or removal of anything that can have an effect of on the IT service

Ensure that new, modified or retired dsd services meet expectations of the business.

A model of services, assets and infrastructures Captures detail of each CL and their relationships

Purpose

A baseline is the reviews and agreed normal state of a product, service or infrastructure  Once agreed, change must be authorized  Can be used to: -Mark a development milestone -Build a service to an agreed state -Change or rebuild a service - Collect a relevant components before build -Develop a back-out plan

Change record – a record containing details of a change, and it should also reference the configuration item affected by change

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One or more locations in which definitive and authorized versions of all software configuration items are securely store The DM may also contain associated CLs such as licenses and documentations

Coordinating efforts needed to enable multiple transitions to be managed at the same time

Scope

Maintaining policies, standards and models

Transition Planning and Support is not responsible for detailed planning of build, test and deployment of individual changes or releases; these are carried out as part of Change Management and Release and Deployment Management

Guiding each major change or new service through all Service Transition Processes Prioritizing conflicting requirements for Service Transition resources

Scope of change management process

Scope

CHANGE MANAGEMENT

Change models

Contains high-level description of new, changed or retired services. Business outcome to be supported Utility and warranty to be provided Full business case(Risks, issues and alternatives) Outline schedule for design and implementation of change

A way of predefining steps to handle a particular type of change Steps needed to handle change Chronological order steps should be taken. Responsibilities Timescale and threshold for completion Escalation procedures

CHANGE

Changes that lie outside the scope

Emergency changes are generally disruptive and prone to failure.

Definitive spares

Addition, modification or removal of anything that could have an effect on IT services

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Changes with wider impacts Changes at operational level

Snapshot DML

Plan and coordinate the resources Coordinate activities across projects, suppliers and service teams where required Establish new or changed services into supported environments Establish new or modified management information systems and tools Ensure all parties adopt common framework of standard re-usable processes and supporting systems

Change proposals

RFC’S & CHANGE RECORDS

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Objectives

Cover changes to all configuration items(physical and virtual assets) Service solutions to new or changed services Management information systems and tools Technology and management architectures Processes to design, transition, operate and improve services Measurement systems, methods an metrics for services

RFC – a Request for change – A formal proposal for a change to be made, it includes details of change

Continued

Change record – a record containing details of a change, and it should also reference the configuration item affected by change

Objectives

Objectives

SERVICE TRANSISION

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Purpose of Transition Planning and Support Process is to provide overall planning for service transitions and to coordinate the resources that they require.

Control lifecycle of all changes Enable beneficial changes with minimal disruptions  

Configuration Baseline

Scope

Scope

IT service continuity

Most ITIL service management process have an interaction with change management either as an initiator of change via a request for change or as a member of the CAB.

3 types of releases

Unique Identification, numbering and naming conventions for different types of release + a description Roles and responsibilities at each stage

DATA-TO-INFORMATION-TO-KNOWLEDGETO-WISDOM STRUCTURE

 Business plans

 Budgets

Benedito, Christian, Kara, Abrahams, Peters, Smith, Nombewu

Emergency Releases – Contain

 Service Portfolio  Definitive media library(DML)

A document that describes the normal roles, responsibilities, release units, normal change content, release frequency and scheduling of releases. The Release Policy is normally part of the Configuration and Change Management Plan.

Release Policy should be defined for one or more services and include:

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A set of tools and databases that are used to manage knowledge and information. The SKMS includes the Configuration Management System, as well as other tools and database. The SKMS stores, manages, updates, and presents all information that an IT Service Provider needs to manage the full Lifecycle of IT Services. SKMS will contain many different types of data, information and knowledge.

Other processes

ITIL SERVICE TRANSITION

Scope:

Emergency changes are essential and so procedure should be devised to deal with them quickly.

Change Advisory Board Change Advisory Board is a body that exists to support the authorization of changes and to assist Change Management in the assessment, prioritization and scheduling of changes. CAB may be asked to consider and recommend adoption or rejection of changes appropriate for higher-level authorization, and then submitted to appropriate change authority

Ineffective Change

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An area set aside for the secure storage of definitive hardware spares

A snapshot is a picture of a CLs or service’s current state at a specific point in time  They show what needs to be done to restore the baseline  They can be stored as historical records  Can be used to: -Allow Problem Management to investigate a service issue -Allow a system to be restored -Highlight security issues, such as unlicensed or unapproved software

REMEDIATION PLANNING Remediation planning may require a re-visiting of the change itself in the event of a failure, or may be so severe that it requires invoking the organizations business continuity plan

The emergency change procedure is reserved for changes intended to repair an error in the IT service that in negatively impacting the business to a high degree.

EMERGENCY CHANGE

DOCUMENTATION MAY BE DEFFERED TYPICALLY UNTIL NORMAL WORKING HOURS.

LIFECYCLE OF A NORMAL CHANGE  Planning and controlling changes  change and release scheduling  Communications  change decision ensuring that remediation plans are    

in place measurement and control management reporting understanding the impact of change continual improvement.

Emergency changes are sometimes required and should be designed carefully and tested a s much as possible before use.

The number of emergency changes proposed should be kept to an absolute minimum.

Has the solution been correctly implemented? Has the proposed resolution been adequately tested? Has the error been correctly identified, analysed and diagnosed?

Standard Change A standard change is a change to a service or other configuration item for which the approach is pre-authorized by change management, and this approach follows an accepted and established procedure to provide a specific change requirement.

Examples  Upgrade of a pc  Provision of standard equipment and services  Desktop move to a single user

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The crucial elements are: The tasks are well known, documented and proven Authority is effectively given in advance The risk is usually low and well understood.