Service transition is the process of moving services from development into the production environment. Without careful planning, new and updated services can potentially disrupt business processes. Collaboration across IT and the business is necessary, including preparing users and support staff for the change.
Service transition is the third stage of the ITIL service lifecycle. It applies to new services, existing services that are changing, and retiring legacy services. ITIL service transition employs best practices to shift services to production effectively, safely, and efficiently.
This guide will review the benefits and key principles of ITIL service transition, as well as roles and processes that ensure success.
During ITIL service transition, IT teams move new or updated services from the development environment to production. It uses the service knowledge management system to ensure the changes provide value to the business. It deploys prioritized changes that improve efficiency and mitigate risks.
Formalizing the ITIL service transition process reduces the risks inherent in making changes. It also ensures that IT teams are ready to address issues. The key principles of service transition encourage teams to:
Service transition in ITIL helps IT teams identify hidden risks, clarify roles, share knowledge before it’s necessary, plan for contingencies, and assist customers with the changes. The ITIL service transition process consists of the following steps:
Planning and coordination give teams clearly defined activities to complete during the transition. Teams map each role and responsibility collaboratively. They also identify key stakeholders, which helps create a clear understanding and agreement on what to do and who will do it.
Change evaluation addresses significant changes to critical business systems, such as customer relationship management or payment processing services. The Change Advisory Board (CAB) often recommends these changes because they offer benefits that outweigh the risks.
Change management assesses the details of the changes, reviews risks, and often includes an impact analysis. The CAB prioritizes changes so developers can focus on the technical aspects of the changes.
Release and deployment are central to the success of ITIL service transition. This step manages building, testing, planning, and deploying services. This can include pilots, communicating with stakeholders, training customers, and adhering to service level agreements (SLA).
Categorizing releases into types helps IT teams prioritize based on need. Major releases may include hardware and software components or new features. A minor release may consist of significant changes to existing services. Emergency releases require immediate attention and can include temporary patches or workarounds.
Service validation and testing ensures the quality and reliability of the service in the production environment. For example, a payment processing service change may require additional rounds of prerelease testing and post-implementation validation to ensure the service works as expected.
Gathering, documenting, and sharing information about the service change prepares customers for success. This is especially critical for support teams, who need to respond knowledgeably to unforeseen issues. Good knowledge transfer decreases downtime and helps eliminate user frustration.
The release closure step clearly defines the end of the project. It also allows teams to review the process from an experienced perspective. This promotes continuous improvement and team collaboration. Examining stumbling blocks and issues should focus on identifying solutions and never on placing blame.
ITIL service transition improves the overall success and efficiency of changes in several ways:
Depending on the complexity of the change, the roles and responsibilities of ITIL service transition teams can vary. They can include a change manager who oversees the CAB, which assesses and authorizes the change. It can include a release manager who focuses on the detailed tasks of the release itself. Configuration management, which controls and maintains information about relationships and dependencies, is often a key area of responsibility. Or, it can include application developers and managers who oversee testing, knowledge, and projects.
Service transition is the third stage in the ITIL lifecycle. It builds on the preceding service strategy and service design stages. Service transition transforms the approved change from a strategic goal to a completed, integrated service in the production environment. Release management unites these stages. It includes mapping plans for operation and continual service improvement.
Jira Service Management is a comprehensive tool for effective service transition. It allows teams to manage every step of the deployment–planning, prioritizing, assigning responsibility, tracking tasks, testing, and information sharing.
With Jira Service Management, IT service management (ITSM) teams break down silos with optimized workflows on a single platform. It promotes team collaboration, manages progress tracking, and makes incident management easier. By eliminating repetitive tasks and manual processes, teams can scale to meet the needs of the business.
Service transition involves every aspect of moving new and changed services from the development and testing environments into production. It identifies risks, defines roles and responsibilities, and ensures adherence to policies and service-level agreements. It also coordinates affected services and provides necessary technical knowledge and user training for successful integration.
Both service transition and change management focus on changes to business systems. Change management is a standardized process for assessing and prioritizing all changes. It often includes the CAB, which approves and prioritizes change requests. Service transition focuses on specific, pre-approved changes and moving those changes into the production environment.
The service lifecycle includes the following five stages:
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