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Lesson 11 Study Guide ^dWW

The ITIL Foundation Certificate in IT Service Management

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Welcome to the eleventh chapter of your Study Guide. This document is supplementary to the information available to you online, and should be used in conjunction with the videos, quizzes and exercises.

After your subscription to the course has finished online, you will still have the Study Guide to help you prepare for your exam - if youve not taken the exam by the time your subscription expires.

Youll download a Study Guide at the end of most Lessons as you progress through the course.

This Chapter contains the Study Guide information for Lesson 11 Service Transition Processes: Part 2.

Use this Study Guide in conjunction with your own notes that you make as you progress through the course. You may prefer to print the Study Guides out, or use them on-screen.

After each Lesson, you can consolidate what you have learnt whilst watching the videos and taking the quizzes by reading through the chapter of the Study Guide.

If you progress on to the formal exam, your Study Guide will provide you with vital revision information.

Remember, your Study Guide is yours to keep, even after your subscription to the course has finished.

Service Transition Processes Part 2





Study Guide Icons 3

Lesson Contents 4

Service Asset and Configuration Management 5

The Configuration Management System 7

Exercise the Definitive Media Library 11

Knowledge Management 13

Release and Deployment Management 18

Release and Deployment Management Concepts and Activities 20

Transition Planning and Support 23

Table of Contents





Watch out for these icons as you use your Study Guide. Each icon highlights an important piece of information.

Tip this will remind you of something you need to take note of, or give you some exam guidance.

Definition key concept or term that you need to understand and remember.

Role a job title or responsibility associated with a process or function.

Exercise Solution suggested solution to one of the exercises you will complete throughout the course.

Goal or Objective for a particular process or core volume.

Study Guide Icons





This Lesson completed our studies of the Service Transition processes.

We studied:

Service Asset and Configuration management Knowledge Management Release and Deployment Management Transition Planning and Support

Text in "italics and quotation marks" is drawn from the ITIL core volumes Quoted ITIL text is from Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement Crown copyright 2011 Reproduced under license from OGC.

Lesson Contents





Process Purpose and Objectives

The purpose of Service Asset and Configuration Management is to control assets used to deliver services. The process provides information on assets such as where they are, and what they are being used for.

These assets are called Configuration Items (CIs). The process also tracks the relationships between assets for example showing how a server, database and desktop application fit together to create a service.

Service Asset and Configuration Management is about understanding all the components that make up our IT estate whether they are hardware, software, people, documents or buildings.

By understanding everything we have and how it all fits together, we can understand our current environment, and plan the environment we want to move towards.

As part of its objectives, Service Asset and Configuration Management will make sure that assets are identified, controlled and managed. This applies to all assets under ITs

management.

They will protect assets and services by working with Change Management to make sure that only authorized assets are used, and only authorized changes are made.

SACM manages CIs by identifying them, controlling, recording, reporting, auditing and verifying them throughout their lifecycle. They will keep accurate information about the current state of all CIs. They also need to keep historical information and planned information.

The information produced by SACM is used by many service management processes. For example, Change Management needs to know which CIs will be affected by a change.

Service Asset and Configuration Management





Process Scope

SACM needs to manage CIs. These are service assets that need to be managed as part of service delivery.

All CIs are service assets, but not all service assets are CIs. For example, an application is a CI and a service asset. The experience of a staff member is a service asset, but cannot be managed as a CI.

SACM identifies the CIs it needs to control. They will normally have an automated discovery tool to map CIs attached to the network, and need links to processes like procurement to find out when new CIs are coming into the organization.

CIs are baselined which means their current state is recorded. Any changes then need to be authorized and the CI record updated.

SACM provides whats known as a configuration model of services. This shows how CIs fit together to deliver a service.

SACM may also include non-IT assets where relevant. For example, the HR records for service desk staff and their training plans could be relevant for the delivery of services, even though they are not purely IT documents.

SACM may need interfaces to other internal and external service providers. If your hardware is leased, for example, Service Asset and Configuration Management will need to link to the external providers information and change records to track what equipment is on your site.

Service Asset and Configuration Management and Asset Management

Many organizations already have an asset register, or a process dealing with fixed asset management. SACM is more than just a list of assets, because it tracks relationships too. If an asset management process exists, SACM will need a strong interface with it and might well use its information.





SACM will generate large amounts of information. For every CI, the process will store attributes like purchase date, make, model, type, and so on. Every CI needs a unique identifier as one of its attributes.

SACM should be automated as far as possible, and organizes its data in the Configuration Management System or CMS.

Configuration records for each CI are stored in the Configuration Management System. The record will include related documents such as Service Level Agreements, and service management records such as related changes or incidents.

The CMS is part of an organizations overall Service Knowledge Management System, and has different levels.

Service Transition fig. 4.9 Example of the application of the architectural layers of the CMS Crown copyright 2011. Reproduced under license from OGC

The Configuration Management System





The Data level includes configuration records, which may be stored in repositories known as Configuration Management Databases

The Integration layer draws information together into an integrated configuration management database

The Processing layer is used to query data The Presentation layer is where information is given to the appropriate audience

Different teams will use the Configuration Management System for different purposes.

The Service Desk need information about incidents Change management need information about impact and risk The business may want financial information

Its important that the CMS can supply the right information to the right audience. The

supporting technology may be based around a single data-store or links between multiple stores its not important as long as the CMS is usable.





Configuration Baseline

Once the Configuration Management System is in place, it can be used to create configuration baselines. This is the reviewed and agreed normal state of a service, product or infrastructure.

Once a baseline is agreed, any changes need to be authorized. For example, the baseline for an organization might be version 4.1 of an application to progress to version 4.2 will require a change request and authorization.

Baselines can be used in many ways, including to:

Mark a development milestone for a service Build a service to an agreed state Change or re-build a service for example after a disaster Collect the relevant components before a build Develop a back out plan if the current state is not known, a change cannot be backed

out

Snapshots

The CMS also allows snapshots to be taken. A snapshot is a picture of the current state of a CI or service, and can be stored as a historical record- sometimes known as a footprint.

Snapshots are different to baselines as they may not be agreed. A snapshot could show unauthorized CIs. These could be removed to restore the agreed, approved baseline.

Snapshots can be used to:

Allow problem management to investigate a service issue Allow a system to be restored Highlight security issues such as unlicensed or unapproved software





The Definitive Media Library and Definitive Spares

Configuration Management data will include references to the Definitive Media Library and the Definitive Spares stores.

These are both physical places where hardware and software can be stored software in the DML and hardware in the definitive spares.

These repositories make sure that physical configuration items are secure and controlled, and we always know where to get the items that we need.

You can see the Definitive Media Library in the diagram below:

Service Transition fig. 4.10 The relationship between the DML and the CMS Crown copyright 2011. Reproduced under license from OGC

Controlling software in this way means that we can always find the correct version to install from, and that we are not at risk from being under licensed or using illegitimate copies of software. The DML also includes any documents related to the media stored there.





Exercise The DML

This Lesson included an Exercise to look at the DML in more detail. If you didnt have time to complete the exercise during the Lesson, why not attempt it now?

Exercise

Make a written plan for implementing a Definitive Media Library in your organization. Think about locations, processes that youll need and roles and responsibilities.

What could happen to your services if you didnt have a DML?





Exercise Solution

These areas all need to be considered when planning a DML:

Medium, physical location, hardware and software to be used, if kept online some service asset and configuration management support tools incorporate document or software libraries, which can be regarded as a logical part of a DML

Naming conventions for file-store areas and physical media Environments supported, e.g. test and live environments Security arrangements for submitting changes and issuing documentation

and software, plus backup and recovery procedures The scope of the DML, e.g. source code, object code from controlled builds

and associated documentation Archive and retention periods Capacity plans for the DML and procedures for monitoring growth in size Audit procedures Procedures to ensure that the DML is protected from erroneous or

unauthorized change (e.g. entry and exit criteria for items) Procedures to ensure that the DML is backed up and that the contents are

available for use in service continuity plans as appropriate

Remember, if you found this exercise challenging or have any questions, you can email a tutor at tutor@itiltrainingzone.com.





Knowledge Management focuses on supporting service delivery by making sure that the right information is always available to the right person at the right time.

This helps to support successful business decision making.


The purpose of Knowledge Management is to share perspectives, ideas, experience and information. These need to be available in the right place at the right time.

Organizations can be more efficient if they dont have to rediscover the same information over

and over again.

The objectives of the Knowledge Management process are:

To improve decision making To improve service quality and reduce cost by making information available when

needed To make sure staff understand how services deliver value to customers To manage and maintain knowledge, information and data To maintain a Service Knowledge Management System or SKMS to provide controlled

access to information

Knowledge Management





Process Scope

Knowledge Management is a lifecycle wide process that helps many of the other service management processes. It has a strong relationship with Service Asset and Configuration Management, as the CMS helps to inform the overall Service Knowledge Management System.

Knowledge Management is responsible for the management of knowledge, and the data and information that is used to create knowledge.

It is not responsible for capturing and managing configuration data this is part of the role of Service Asset and Configuration Management.

The Data Information Knowledge Wisdom Model

Knowledge Management is often displayed using the Data Information Knowledge Wisdom model.

Service Transition 4.35 The flow from data to wisdom

Crown copyright 2011. Reproduced under license from OGC





Service Providers need to move away from separate data sources that are not providing value and move towards integrated information and knowledge that supports effective decision making.

Data Data is a set of discrete facts about events. Most organizations capture huge amounts of data in highly structured databases such as Service Management and Configuration Management tools, systems and databases. Data often tends to be unformatted. There could be a lot more data available than is actually needed to support a decision. This makes key facts much harder to identify. Knowledge management will focus on ensuring we can capture the data we really need, as well as testing the data for accuracy. The correct resources need to be allocated to ensure we are capturing appropriate data. Allocating the correct resources also prevents any resource wastage on unnecessary data.

Information Once we have captured appropriate data - knowledge management will focus on transforming it into information. Information is defined as providing context to data. Information is typically stored in a semi-structured fashion - such as inside documents, in e-mails, and within other multi-media files as opposed to data which is often unformatted and raw. The key Knowledge Management activity around information is concerned with managing the content in such a way that makes it easy to capture, query, find, re-use and learn from experiences. This helps to ensure that mistakes are not repeated and work is not duplicated.

Knowledge Knowledge is made up of the tacit experiences, ideas, insights, values and the judgments of individuals. People gain knowledge from their individual expertise and from the analysis of information and data. By combining the skills and knowledge of individuals with the available data and information - knowledge is created. Knowledge is dynamic and context based. What is considered knowledge for one service provider or function - can often be meaningless to another organization or team. Knowledge should transform information into an ease of use form, which can facilitate decision making.





Wisdom Wisdom makes use of knowledge to create value through educated and informed decision making. Wisdom relies on the knowledge of individuals and teams and cannot be contained within the tools available to us - at the present time. Some of the wisdom factors that affect decision making are very hard to quantify, and wisdom may even include intangibles such as someones gut feeling or instincts.





The Service Knowledge Management System

Service Knowledge Management uses the Service Knowledge Management System (SKMS) to manage all the information it maintains.

The SKMS is underpinned by the CMS and Configuration Management Databases. It also includes additional information on areas such as user behavior, staff skills and experience, supplier capabilities and typical user skill levels.

Service Transition fig. 4.36 Relationship of the CMDB, CMS and SKMS Crown copyright 2011. Reproduced under license from OGC

The diagram above shows a simplified version of the relationship between the CMDB, CMS and SKMS. The SKMS is not one giant database. It joins together all service management data, information and knowledge. It will include repositories that weve studied already such as the Service Portfolio and Service Catalogue, Service Level Agreements and OLAs.






The purpose of Release and Deployment Management is to plan, schedule and control the build test and deployment of releases. They will deliver new functionality to the business whilst protecting existing services.

The Release and Deployment Management process exists to ensure that the implementation of service transitions is carried out with as little possible disruption as possible to the live environment.

Release

One or more changes to an IT service that are built, tested and deployed together

A single release may include changes to hardware, software, documentation, processes and other components.

Release and Deployment Management creates release and deployment plans and agrees them with customers and stakeholders.

They will also create and test release packages made up of CIs. The integrity of the release package needs to be protected; each release package will be stored in the Definitive Media Library.

Once release packages are created, they need to be deployed according to an agreed schedule.

Release and Deployment Management will track and manage this process, making sure that customers and stakeholders know what is happening and when.

They will record any issues or areas where the release is not performing as it should.

Knowledge transfer is an essential part of Release and Deployment Management. Customers and stakeholders wont be able to use the service if they do not receive training about it.

Release and Deployment Management





Operations staff wont be able to support and maintain the service if knowledge is not transferred to them.

Many releases will have a period of early life support scheduled. This period is normally just after the release is deployed. Extra resources are targeted to deal with any issues, and operations staff will have help from project teams and development staff.

Early life support ends when operations confirm they have accepted the new release.

Process Scope

The scope of Release and Deployment Management includes anything needed to package, build, test and deploy a release into the live environment. This could include processes, systems and functions.

The process scope must include a formal handover to Service Operation.

Any configuration item used in a release could fall within the scope of Release and Deployment Management, including:

Physical and virtual assets such as a server or virtual server Applications and software Training for users and IT staff Services and any related contracts and agreements

One area that is out of scope for Release and Deployment Management is testing. Release and Deployment Management needs to make sure testing takes place, but it is physically carried out by a separate testing process.

This makes sure that test results are independent and not biased.

Release and Deployment Management also doesnt authorize changes. It will need authorization from change management as a release progresses.





Release Policy

A release policy should be defined for one or more services, and this provides guidance on how and when releases are carried out.

Release Policies will typically include:

Naming and numbering conventions for releases Roles and responsibilities Release frequency The criteria for hand-over to Service Operation

The Release Policy also outlines the three different types of Release:

Major Releases: which affect large parts of the infrastructure, Minor Releases: which affect smaller areas Emergency Releases: which are typically triggered by an emergency change

Release and Deployment Management Key Concepts and Activities





Release and Deployment Management Activities

The diagram below shows the four phases of Release and Deployment Management.

Service Transition fig. 4.23 Phases of release and deployment management Crown copyright 2011. Reproduced under license from OGC





Release and Deployment Planning

Change Management authorization is required for this planning phase to start. Planning completes when change management gives authorization for the release to be created based on the plans produced. Release Build and Test

This is where a release package is built, tested and placed in the DML. The phase starts when Change Management authorizes the build, and finishes with authorization for Service Asset and Configuration Management to check the package into the DML. This phase should only happen once per release. Deployment

Deployment is when the release package is moved from the DML into the live environment. Change Management needs to authorize the deployment, and the phase only ends when handover to service operations is complete. A release might have lots of deployment phases for example across different sites or environments. Review and Close

Any lessons learnt or feedback will be captured here, to be added to the SKMS. Any performance targets will be assessed to check if they were met or not.






Transition Planning and Support coordinates overall planning for transitions, and any resources required.

This is a similar purpose to the design coordination process, but for the Service Transition phase of the lifecycle.

Transition Planning and Support has a number of objectives. It will plan and coordinate resources, and coordinate activities across teams, and it will also make sure that any cost, quality or time estimates are met.

Transition Planning and Support creates a framework of reusable practices and documents that can save lots of time during a transition. It will make sure that plans are produced and available to customers and stakeholders as required, as well as providing risk management across processes and transitions.

The process will also monitor and improve the performance of Service Transition processes as a whole.

Process Scope

The scope of Transition Planning and Support includes guiding changes through the Service Transition processes, and coordinating resources and workloads. This is particularly relevant when there are a lot of changes happening at once, and priorities need to be managed.

The process will work with program and project management teams, Service Design and development teams to make sure that value designed into services is transitioned into operations.

It will plan for the budget and resources required, and try to improve Service Transition performance on an ongoing basis.

Remember: Transition Planning and Support does not physically carry out Service Transition activities it just coordinates them.

Transition Planning and Support

lesson-11-service-transition-processs-part-2.pdf

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