Welcome back! I hope you read the first part of this blog that looked at what ITIL’s service transition is – across transition planning and support, service asset and configuration management, change management, and change evaluation – and offered up helpful tips. Plus, that you’re here because you found it valuable.
For this second part, I’ll focus on release and deployment management, service validation and testing, and knowledge management. Again, offering helpful tips along the way.
So, here we go with the final three of the seven parts of ITIL service transition…
The goal of release management is to take an overall view of a change to a service and to ensure that all aspects of that release, including technical and business requirements, are considered together before deploying it into the live environment.
Release management plays an important role in bridging the gap between project management and IT operations – delivering the outputs of each “project” to the business in terms of tangible services.
In doing this, release management provides a structured approach for bringing changes together, testing to make sure that they work correctly, and then safely introducing them into the live environments that business operations rely upon.
One of the most important documents you can have at your disposal as a release manager is the corporate release management policy. This is the document that sets out the key terms of release management and the rules for deploying releases into the production environment.
If you need to create a release management policy, start by looking at other policy documents in your organization so that your new policy has a consistent look and feel to other documentation used within your enterprise. This will make it easy to understand and follow (as well as making it look official).
This policy should include elements such as:
Service validation and testing is the process that ensures that: a service is fit for purpose, it matches the design specification, and will meet the needs of the business.
In other words, Service validation and testing will provide confidence that a release will create a new or changed service that delivers the expected benefits to the business within the agreed cost and risk.
Service validation and testing is a key process within service transition because successful testing increases business, customer, user, and stakeholder confidence plus, of course, the quality of outcomes.
When performing service testing, here are some points to consider:
Knowledge management is the process/capability responsible for sharing people’s perspectives, ideas, experience, and information, and for ensuring that these are available (to others) in the right place and at the right time.
Done well, it enables informed decisions, and improves efficiency by reducing the need to rediscover knowledge. Knowledge management is there ultimately to support transition (to make sure that change activity goes through effectively, efficiently, and safely) and other ITIL service lifecycle phases such as service operation – with the right people having access to the right information before, during, and after both planned and unplanned work.
When creating a knowledge management, or knowledge sharing, capability look for quick wins – the things that can get results quickly and deliver real value.
Some examples, starting with common knowledge-sharing issues, include:
So, that’s the end of my Service Transition explanations and tip sharing. How do you approach Service Transition in your organization? What advice would you give to others? Please let me know in the comments.