ITIL

ITIL Service Transition

ITIL Service Transition

 

The ITIL Service Transition volume is the third of five books in the Information Technology Information Library (ITIL). It focuses on the service transition lifecycle stage of IT service management. Overall, this was a good book for those people who work on the transition of IT services.

 

The first three chapters of the volume prepare the reader by covering an introduction to ITIL, an overview of IT service management, and the basic principles of service transition. Many of these topics are those covered by the ITIL Foundation course; however, additional detail is provided in terms of the basic principles of service transition. There is a great deal of emphasis on service transitions policies, which was a bit dull. There seemed to be a lot of overlap, which led to a bit of confusion.

 

As with the other ITIL volumes, chapter four is rather long. It covers the seven processes that make up the service transition lifecycle stage. The processes include Transition Planning and Support, which is the umbrella process for providing management and control over the other six transition processes; Change Management, which provides guidance on managing change throughout the entire IT Service Management Lifecycle; Service Asset and Configuration Management, which covers aspects of the Configuration Management System (CMS), its associated configuration management databases (CMDBs), and the Definitive Media Library (DML); Release and Deployment Management, which ensures a consistent approach to managing service releases and their timely deployment; Service Validation and Testing, during which the IT services are tested before transitioning them to operations; Change Evaluation, which works closely with Change Management to ensure that the testing done in Service Validation and Testing is evaluated by an unbiased third party; and Knowledge Management, which covers aspects of the Service Knowledge Management System (SKMS) and the Data-Information-Knowledge-Wisdom (DIKW) model.

 

The remaining five chapters serve as a framework for managing people through service transition activities; the ways in which to organize for service transition; technology considerations; how to implement service transition in an organization; and possible challenges and risks in service transition, as well as the critical success factors in service transition.

 

In addition to these nine chapters, there are also four appendices that offer other guidance for implementing service transition. These are nice additions and should probably be read with the rest of the volume. For anyone interested in effective IT service transition, this volume would be a fine addition to your library.

Scott Fabel

Scott Fabel is a senior corporate training consultant with Computer Aid, Inc. He has over 18 years of experience working with various Fortune 1000 companies on Help Desk Implementations, Microsoft Technologies, Business Analysis, and Project Management. This includes both consultative services and customized training programs. He is HDI certified, PMP certified, CBAP certified, and a MCT. Scott has been teaching others business skills, professional skills, and technical skills for more than 13 years. He is a faculty fellow at the University of Delaware and is currently pursuing his doctorate in education for which his dissertation will focus on the benefits of corporate training and mobile learning. He speaks three languages and was recently inducted into the International Martial Arts Hall of Fame. His communication skills, combined with his martial art skills, provide him with a unique combination for keeping his sessions informative, lively, and interactive.

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