CHAPTER 12: CONDUCT SERVICE AND PROCESS HEALTH ASSESSMENT

Now that the required capabilities have been agreed upon, prioritized, developed and tested, it’s time to begin the process of migrating them into the production environment. As we prepare to do so, we move out of Service Design and into Service Transition.

This phase of the Lifecycle is – in our collective opinion – the most fraught with peril, and presents the greatest overall risk to success. We have witnessed countless incidents where “there’s many a slip ‘twixt the cup and the lip.”17 At this key juncture in your project, you want to maximize your chances of success, while minimizing the opportunity of things going awry.

Putting capabilities into operations requires carefully orchestrating ...

Get Ten Steps to ITSM Success now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.