ITIL Service Transition

Table of contents

1. Cover
2. Title
3. Copyright
4. Contents
5. List of figures
6. List of tables
7. Foreword
8. Preface
9. Acknowledgements
10. 1 Introduction
    1. 1.1 Overview
    2. 1.2 Context
    3. 1.3 ITIL in relation to other publications in the Best Management Practice portfolio
    4. 1.4 Why is ITIL so successful?
    5. 1.5 Chapter summary
11. 2 Service management as a practice
    1. 2.1 Services and service management
    2. 2.2 Basic concepts
    3. 2.3 Governance and management systems
    4. 2.4 The service lifecycle
12. 3 Service transition principles
    1. 3.1 Policies for service transition
    2. 3.2 Optimizing service transition performance
    3. 3.3 Service transition inputs and outputs
13. 4 Service transition processes
    1. 4.1 Transition planning and support
    2. 4.2 Change management
    3. 4.3 Service asset and configuration management
    4. 4.4 Release and deployment management
    5. 4.5 Service validation and testing
    6. 4.6 Change evaluation
    7. 4.7 Knowledge management
14. 5 Managing people through service transitions
    1. 5.1 Managing communications and commitment
    2. 5.2 Managing organization and stakeholder change
    3. 5.3 Stakeholder management
15. 6 Organizing for service transition
    1. 6.1 Organizational development
    2. 6.2 Functions
    3. 6.3 Organizational context for transitioning a service
    4. 6.4 Roles
    5. 6.5 Responsibility model – RACI
    6. 6.6 Competence and training
    7. 6.7 Service transition relationship with other lifecycle stages
16. 7 Technology considerations
    1. 7.1 Knowledge management tools
    2. 7.2 Collaboration
    3. 7.3 Configuration management system
17. 8 Implementing service transition
    1. 8.1 Key activities in the introduction of service transition
    2. 8.2 An integrated approach to service transition processes
    3. 8.3 Implementing service transition in a virtual or cloud environment
18. 9 Challenges, critical success factors and risks
    1. 9.1 Challenges
    2. 9.2 Critical success factors
    3. 9.3 Risks
    4. 9.4 Service transition under difficult conditions
19. Afterword
20. Appendix A: Description of asset types
    1. A.1 Management
    2. A.2 Organization
    3. A.3 Process
    4. A.4 Knowledge
    5. A.5 People
    6. A.6 Information
    7. A.7 Applications
    8. A.8 Infrastructure
    9. A.9 Financial capital
21. Appendix B: Risk assessment and management
    1. B.1 Definition of risk and risk management
    2. B.2 Management of Risk (M_o_R)
    3. B.3 ISO 31000
    4. B.4 ISO/IEC 27001
    5. B.5 Risk IT
22. Appendix C: Related guidance
    1. C.1   ITIL guidance and web services
    2. C.2   Quality management system
    3. C.3   Risk management
    4. C.4   Governance of IT
    5. C.5   COBIT
    6. C.6   ISO/IEC 20000 service management series
    7. C.7   Environmental management and green/sustainable IT
    8. C.8   ISO standards and publications for IT
    9. C.9   ITIL and the OSI framework
    10. C.10 Programme and project management
    11. C.11 Organizational change
    12. C.12 Skills Framework for the Information Age
    13. C.13 Carnegie Mellon: CMMI and eSCM framework
    14. C.14 Balanced scorecard
    15. C.15 Six Sigma
23. Appendix D: Examples of inputs and outputs across the service lifecycle
24. References and further reading
25. Abbreviations and glossary
26. Index