Chapter 9

Service Transition Processes

THE FOLLOWING ITIL FOUNDATION EXAM OBJECTIVES ARE COVERED IN THIS CHAPTER:

• 3-16. Service knowledge management system (SKMS)
• 3-17. Configuration item (CI)
• 3-18. Configuration management system
• 3-19. Definitive media library (DML)
• 3-35. Release policy
• 5-6. State the purpose, objectives and scope for:
  5-61 Release and deployment management

  • Four phases of release and deployment
  5-62 Knowledge management

  • Data-to-Information-to-Knowledge-to-Wisdom
  5-63 Service asset and configuration management
  5-64 Transition planning and support

We have covered the change management process in some detail, but these remaining processes do not require such an in-depth consideration for the Foundation syllabus. As a result, we will review only the purpose, objectives, and scope for each process, as well as some of the basic process steps and concepts.

In fact, the list of processes for service transition is longer than the list of processes we will be reviewing. The following processes are also included in this lifecycle stage:

• Service validation and testing
• Change evaluation

These last two processes are not covered in the syllabus, so you will not have any questions in your exam that relate to them. But so that you are aware of their content, here is a brief outline for each:

• Service validation and testing, is, as the title suggests, the process that ensures the service will perform as specified and be designed through service strategy and service design. It is when you engage with your customers and users to complete the required testing of the new or changed service.
• Change evaluation is the process that allows you to check the predicted performance against the actual performance achieved by the new or changed service.

Both of these processes are important for service transition as a whole but are outside of the syllabus scope for Foundation.