6.6

Service Transition and Operational Readiness

The aim of the Service Transition is to ensure that the transition of a new or modified service into a live environment goes as smoothly as possible and that the service meets the predefined Operational Readiness criteria. Service Transition activities ensure that the governance mechanisms, financial management and supporting structures such as processes and support model are well planned, implemented, tested and enabled. Service Transition activities include also security and business continuity aspects.

Understanding the operational service requirements is the key for setting the objectives for Service Transition. In addition, this will ensure that all activities required for the operational readiness can be listed, planned, resourced and managed during the development of new services or modification of existing services. This can be managed through a series of Service Acceptance Gates. Sign-offs at each acceptance gate ensure progress to the next acceptance gate.

The final part of the Operational Readiness phase is the service acceptance review meeting representing the final acceptance gate. The validation is done against the acceptance criteria checklist to ensure that the service promise to the business will be kept.

In cases where Operational Readiness checkpoint cannot be passed, a roll-back or a phased introduction of the service can be agreed. In case of a phased approach, the team responsible for the development will support the Service Operations and work on closing the gaps found in the service acceptance review meeting. Once all acceptance criteria are met, the new or modified services are ready for launch.

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Figure 6.6.1 Activities and Responsibilities in Service Transition

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