ITIL Framework Service Transition Section

Simplifying ITIL

The ITIL V3 process framework focuses on the service lifecycle and the way that service management components are structured and linked. It embodies critical guidance for IT organizations that are seeking to improve service quality and align more closely with business goals

But, the ITIL V3 best-practice guidelines across the five phases of the service lifecycle are complex and challenging to interpret. Moreover, they are not designed to provide definitive advice about implementing IT Service Management (ITSM) processes. Many IT organizations consequently undertake an ITIL journey without a firm idea of their goals and the path to achieve those goals.

CA has developed a unique approach to charting the ITIL journey through a visual representation of the ITIL framework and its interdependent ITSM processes modeled after an urban subway system. This three-part map (Figure A) presents an easy-to-navigate, high-level view of the ITIL terrain. IT executives, strategists and implementers can use these Service Management process maps along with the family of CA Service Management process map technology briefs that expand on them. The maps and technology briefs provide a common reference point for understanding and communicating about ITIL and help you with program planning and implementation.

How to Use the CA Service Management Process Maps

CA’s Service Management process maps (Figure A) illustrate every process (or track), each activity (or station) and the key relationships that are relevant to navigating continuous IT service improvement. The ITIL quality cycle takes the form of a “circle” with each Plan-DoCheck-Act (P-D-C-A) step as a process integration point (junction) on the line. Junctions serve both as reference points when assessing process maturity, and as a means to consider the implications of implementing a process in isolation.

Strategic controls (Service Portfolio Management, Demand Management and Financial Management) are needed to reduce risk and optimize integration across the service lifecycle, as illustrated on the three points of the triangle centered in the P-D-C-A quality circle (seen more easily in Figure B). These strategic controls help in evaluating, prioritizing and assuring the appropriate levels of financial and human resources for existing and new services.

This paper is part of a series of Service Management Process Map technology briefs. Each brief explains how to navigate a particular ITIL process journey, reviewing each process activity that must be addressed in order to achieve process objectives. Along each journey careful attention is paid to how technology plays a critical role in both integrating ITIL processes and automating ITIL process activities.

FIGURE A             THREE MAPS

             

            FIGURE B             SERVICE TRANSITION MAP

Finding the Right Path to IT Service Excellence

Many organizations have not formalized a Transition Planning and Support discipline. This is not so much due to a level of difficulty in carrying out the functions; instead, it is because many of the functions are active already but are not strategically coordinated to optimize their beneficial influence on driving future state development in alignment with the business. Key points in this optimization include:

•      Enabling Business-Oriented Investment Decisions

•      Managing Service Components using Business Priorities

•      Ensuring that Services are Compliant

One of the main outcomes of the Transition Planning and Support effort is a decrease in lost or conflicting opportunities to update the infrastructure with business-enhancing capabilities.

Computer Operations procedures that had to followed to the letter. In essence a methodology is a set of inflexible instructions that must be followed to the letter.

On the other hand, referencing a framework is a completely different approach illustrated by the words ‘assumptions, concepts, values and a way of viewing reality’. These are words that advise and guide you towards a solution rather than provide a path that has to be followed. Framework allows you the option of choice and flexibility.

However, this comes about through bringing multiple contributing disciplines out of their silos to push progress together with less redundancy and fewer gaps in process.