Supporting the change process of the business (client)
Reducing variations in the performance and known errors of the new/changed service
Ensuring the service meets the requirements of the service specifications.
The objectives of Service Transition include:
The necessary means to realize, plan and manage the new service
Ensuring the minimum impact for the services which are already in production
Improving customer satisfaction and stimulating the proper use of the service and mutual technology.
Scope
ITIL defines the scope of Service Transition as follows:
A Service Transition includes the management and coordination of the processes, systems and functions required for the building, testing and deployment of a 'release' into production, and establishing the service specified in the customer and stakeholder requirements.
A Service Transition generally comprises the following steps:
Planning and preparation
Building and testing
Any pilots
Planning and preparation of the deployment
Deployment and transition
Review and closing of Service Transition.
Although change management, service asset and configuration management and knowledge management support all phases of the Service Lifecycle, the ITIL Service Transition book covers these. Release and deployment management, service validation and testing, and evaluation are included in the scope of Service Transition.
Value for the Business
An effective Service Transition ensures that the new or changed services are better aligned with the customer's business operation. Specifically:
The capacity of the business to react quickly and adequately to changes in the market
Changes in the business as a result of takeovers, contracting, etc. are well managed
More successful changes and releases for the business
Better compliance of business and governing rules
Less deviation between planned budgets and the actual costs
Better insight into the possible risks during and after the input of a service
Higher productivity of customer staff.
Optimization
A Service Transition is effective and efficient if the transition delivers what the business requested within the limitations in terms of money and other necessary means. Additionally, it is important that the phase and release plans are coordinated with the business, the service management and the IT strategy.
That is why it matters the extent to which the results of the transition correspond with the specifications of the Service Design: what are the differences between the actual values and those from the specifications? These can influence aspects such as time, money, quality and risks.
