The principal goal of service transition is to ensure that the requirements identified during the service strategy phase, and incorporated into the service during service design, will be realized effectively in service operation. Service transition is also responsible for successfully managing the complexity and large number of changes and deployments associated with new or modified services.
Seven processes are associated with service transition:
- Change management. This is the first of three processes in service transition that were present in version 2 of ITIL. Essentially the same in version 3 as it was in version 2, change management is responsible for overseeing the recording, evaluating, authorizing, prioritizing, planning, scheduling, testing, and implementing of new IT services or major changes to existing services.
- Service asset and configuration management. Configuration management was part of version 2. In version 3, it’s expanded to include service asset management, which tracks and records the value and ownership of financial assets associated with IT services. The configuration management part of this process in version 3 is similar to that in version 2: providing a logical model of the IT infrastructure, consisting of configuration items, their attributes, and their relationships.
- Release and deployment management. In version 2, this
process was simply called release management. In version 3, this
process consists of two key areas:
- Release management is responsible for planning, scheduling, and controlling the movement of new or changed services, in the form of a release package, to both the testing and the live production environments
- Deployment management is responsible for the movement of new or changed hardware, software, documentation, or other configuration items into the live production environment.
- Transition planning and support. This is the first of four
new processes in version 3 associated with the service transition phase of the
service management lifecycle. This process has two goals:
- Plan and coordinate appropriate resources to ensure that the requirements of service strategy that are incorporated in service design are effectively realized in service operations.
- Identify, manage, and control the risks of failure across transition activities.
- Service validation and testing. This is another new process in version 3. It ensures that the outputs of the service design and of the release package will deliver a new or changed service that adds value to the customer and is fit for purpose and fit for use. This process confirms these assurances through thorough validation and testing procedures.
- Evaluation. This process focuses on the performance of a new or changed service. The purpose of this process is to provide standard means of determining whether the actual performance of a new or changed service compares favorably to predicted performance, and whether it operates acceptably by providing value to the customer.
- Knowledge management. This process prescribes the development of a repository of information about the capabilities and use of IT services. The intent is to ensure that the right information is provided to the appropriate individuals in a timely manner, enabling them to make informed decisions about the future expansion, contraction, or revision of IT services.