T-Systems Service Delivery

Service Management SI
SM-Book – Service Transition
Uwe Vollrath.
Service Management.
SM Book

 SM Book 2.0 is available via

Intranet
 SM Book 3.0 is available in
German

Additional:
Templates, Tools,
Descriptions, Guidelines
Process Profiles in Qbase
For Transition: AMbition®
Book is released and
published in QBase
Uwe Vollrath / Jochen Billerbeck / 2
Service Transition
Service Management.
Service Design
ITILv3 Prozesse • Service Catalogue Management
• Service Level Management
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Supplier Management

Service Operation Service Transition

ITIL •Transition Planning & Support
•Event Management
•Change Management
•Incident Management •Service Asset & Config Mgmt
•Request Fulfilment •Release & Deployment Mgmt
•Service Validation & Testing
•Problem Management
•Change Evaluation
•Access Management •Knowledge Management
Service Strategy Continual Service Improvement

•7-Step Improvement Process

•Service Strategy (Strategy Generation)
•Service Portfolio Management •Service Measurement
•Financial Management •Service Reporting
•Demand Management

Uwe Vollrath / Jochen Billerbeck / 3

Service Transition
Service Management.
Aufbau SM-Book

Service Management (SM) Book

Service Management Prozesse der SI im Detail

Service Service Service Service
RUN SAP
Strategy Design Transition Operation
•Service Strategy •Service Catalogue •Transition Planning •Event Managment •Remote
Process Mgt and Support •Incident Supportability
•Service Portfolio •Service Portfolio •Change Management •Solution
Mgt Mgt Management •Request Fulfillment Documentation
•Risk Management •Capacity •Service Asset and •Problem •…
•Demand Management Configuration Mgt Management •Service Desk
Management •Availability Mgt •Release and •Access •…
•Financial Mgt •IT Service Deployment Mgt Management •System
Continuity •Service Validation •Function: Service Administration
Management and Testing Desk •System Monitoring
•Information •Evaluation
Security •Knowledge
Management Managment
•Supplier

Continual Service Improvement

Management

Uwe Vollrath / Jochen Billerbeck / 4

Service Transition
 Service
Design

Service Management ServiceITIL

Operation
Service
Service
Transiti
CSI
Strategy

Service Transition
•Transition Planning & Support
•Change Management
•Service Asset & Config Mgmt
•Release & Deployment Mgmt
•Service Validation & Testing
•Evaluation
•Knowledge
Service Transition Management
provides guidance for a successful transition of new or changed services
(Application Management Services = AMS) into operations. Thus, the Service Transition
phase is based on formal standards and practices which guarantee that the rollout, control
and deployment of new or changed services are consistently well managed.
Although Service Transition is an autonomous phase within the service lifecycle it relies on
inputs from the processes of the previous service lifecycle phases (e.g. Sales process, SE
Book compliant SE process as well as strategic alignment and formulated service strategy).
Without these inputs the Service Transition phase will not deliver results which create added
value for the customer.

Uwe Vollrath / Jochen Billerbeck / Service Transition 5

 Service
Design

Service Management - Service Transition

ServiceITIL
Operation
Service
Service
Transiti
CSI
Transition Planning & Support Strategy

Context:

6
 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
Transition Planning & Support Strategy

AMbition®Methodology

Modernization

Quick Scan Planning Transitionto FMO

Service Operation

7
Overview of Service Transition.

Decision Service Transition

Run
(Contract) in line with ITIL V3

Transition of Outsourcing Plans

Transition to Offshore

Transition of Project to Service

Boilerplate Slides 28/10/24

8
Service Transition of Outsourcing Plans.

Service Transition of Outsourcing Plans

Transition Planning & Support

Service Transition Preparation for Planning
Strategy Transition Transition
Monitoring Transition Progress and Reporting

Service Asset & Configuration Management

Planning Monitoring and
Configuration Item Tracking (Lifecycle Support)
Configuration Auditing

Service Validation & Testing (Trial Operation)

Evaluation (Regular Operation)
Knowledge Management
Knowledge Management Strategy Know-how Transfer

Boilerplate Slides 28/10/24

9
Service Transition.
Transition to Offshore.
Service Transition to Offshore

Transition Planning & Support

Preparation for Planning
Transition Transition
Monitoring Transition Progress and Reporting

Service Asset & Configuration Management

Planning Monitoring and
Configuration Item Tracking (Lifecycle Support)
Configuration Auditing

Service Validation & Testing (Shadowing)

Evaluation (Reverse Shadowing and Handover)
Knowledge Management
Knowledge Management Strategy Know-how Transfer

Boilerplate Slides 28/10/24

10
Service Transition.
Transition of Project to Service.
Service Transition of Project to Service

Transition Planning & Support

Planning Preparation for
Transition Transition
Monitoring Transition Progress and Reporting

Change Management
Service Asset & Configuration Management
Release & Deployment Management
Service Validation & Testing (Trial Operation)
Evaluation (Regular Operation)
Knowledge Management

Boilerplate Slides 28/10/24

11
 Service
Design

Service Management - Service Transition Service

ServiceITIL
Operation
Service
Transiti

Transition Planning & Support The transition planning and support phase
Strategy
CSI

involves the definition of the service

transition strategy and the planning, preparation and
coordination of the associated processes, applications and functions. The aim of this
planning is to transfer services that have been checked to production and roll them out. The
service level that is specified in the customer requirements should be established here. A
key area of focus of transition planning and support is the planning and coordination of
resources and the management of risks during the transition..

Input and Trigger What is to be done? Results

 Contract  Formulating the  Analysis CMO
 RfC Service Transition  Proposal from
Strategy
 Delivery Conzept Subcontracters
 Preparing for Transition
 Delivery Model
 Description FMO
 Planning and
 Proposal from Coordinating Service
 Release procedures
Subcontracters Transition  Governance Modell
 Detailed Analysis  Monitoring of Transition  Transition Plan
Progress
 Documents from  Service Assessment
project folder  Reporting  Claims Management
 Prepared Service
 Communication,
Organisation and
 Knowledge Transfer
Manual
Stakeholder Change  Communication Plan
Management,  Reporting
Projekcinfrastructur
 Service Assessment
Uwe Vollrath / Jochen Billerbeck / Service Transition 12
 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
Transition Planning & Support Strategy

Tools and
Roles What could fail?
Resources
 Miles plus Responsable:  Transition is not agreed with all
 REM Transiton Project the parties involved.
 Prozesse und Manager  Information is not available.
Verfahren PM  Delivery units fail or are
Book Consulted and missing.
 T&T Portal der informed:  Coordination on the changing
Production Change Manager, scope with the customer takes
 AMbition Release place too late Information from
 Countermeasure Manager, QuickScan is not available.
list Service Level  Changing of acceptances.
Manager,  No release of the service
Service manual by the customer.
Manager,
Supplier
 Inadequate documents or
Manager, cooperation services provided
Supplier by the customer.
 Inadequate customer
information

Uwe Vollrath / Jochen Billerbeck / Service Transition 13

 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
Transition Planning & Support At ITIL, the transition starts following the
Strategy
approval of a RfC.
This RfC has three standard versions at T-Systems:
 A change request (RfC) or release as part of an existing service
 Transitions as part of outsourcing by the customers or taking over a service
from another operator, normally in conjunction with nearshore/offshore (NS/OS)
 Converting projects into services
Outsourcing Offshore / Nearshore Project to Service
 Additional staff  Breaking down  Involvement in the
responsibility workload project as early as
 Fault-free operational  Consolidating possible.
transfer outputs/deliverables  Documents from the
 Take-over service in  Consider the risks project handed over
CMO (Current Mode of  Near-Offshore and checked.
Operation) Governance  Where applicable, trial
 AMbition  Selection PoP/Partners operation
Participation of Q-
Gate 8 in the project

Uwe Vollrath / Jochen Billerbeck / Service Transition 14

 Service
Design

Service Management - Service Transition

The primary objective of Change
ServiceITIL
Operation
Service
Service
Transiti
CSI
Change Management
Management (CHM) is to reduce the impact of Strategy
changes to the IT infrastructure to a minimum. The Change
Management procedure is a formal procedure that must be employed for all changes –
regardless of whether a minor or major change (i.e. with significant impact on normal
operations) needs to be managed. In general, the Change Management procedure is not
affected by a change’s urgency, although the speed with which a change is processed and
the priority it is given might vary.

Input and Trigger What is to be done? Results

 RfC (Request for  Creat and assign RfC  The RfC has been
Change)  Analyse and categorize executed (i.e. the
 Changes can be RfC change has been
proposed by the  Plan Change incl. implemented)
customer or they can prepare Back-out according to plan and
be initiated by  Apporve and
in compliance with the
processes such as communicate Change prescribed guidelines
Incident Management,  Implement Change
Problem Management and Back-out if
or Capacity neccessary
Management  Evaluate and accept
results
 Update CMDB
 Monitoring und
escalation
Uwe Vollrath / Jochen Billerbeck / Service Transition 15
 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
Change Management Strategy

Tools and
Roles What could fail?
Resources
 REM Responsable:  As it has not or only partly been
 ARS (Remedy) Change Manager, taken into account that the
 SI TT – Change Change change is interrelated with other
Requestor, changes
Management Tool
AMM Platform Change  The RfC / Change is assigned
 VSS
Implementor wrong
 RfC ist wrongly assessed
Consulted and  Back-out not proper planed, so
informed: system cannot be restored to its
Change Requestor, original working state
Security  Required resources are not or
Manager, only partly available, wrong Skill
Change  Affects have not been calculated
Implementor,
Change
 Tests are not sufficiently
Approver,  Gaps in Communication
Capacity  The change implementation
Manager schedule has not been mutually
agreed on and announced in
due time
Uwe Vollrath / Jochen Billerbeck / Service Transition 16
 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
Change Management Strategy

Interfaces to Change
Mgt.
The CHM process is
closely integrated
with all processes
requesting CI
changes
 Organizational
changes
 SW or HW changes
 SLA changes
 Changed customer
needs
 …

Uwe Vollrath / Jochen Billerbeck / Service Transition 17

 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
vice Asset & Configuration Management Configuration Management (CFM)Strategy
is the
process responsible for maintaining
information about configuration items required to deliver a
service, including their relationships. Thereby, Configuration Management provides a logical
model to identify, define, and maintain the CIs. Configuration Management also monitors all
changes made to the CIs and maintains the current status and relationships of the CIs in a
Configuration. Asset Management is the process responsible for tracking and reporting the
value and ownership of financial assets throughout their lifecycle.

Input and Trigger What is to be done? Results

 Service Level  Specify requirements  SCAM Requirements
Agreement  Identify process  Process interfaces
 OLA, UPC interfaces  SCAM-Plan (CM-Plan)
 Changes in:  Create SACM Plan  IT architectur CMS
 SLA
 Define
 CI typ and
 Access Concept
 OLA
components,  SCAM-RACI-Matrix
 new CI attributes and  CMDB
 Attributes relatinships, owner  SCAM Strategy
 RfC
 Change CI data
 Plan and conduct
audits
 Reporting
 Establish quality
support
Uwe Vollrath / Jochen Billerbeck / Service Transition 18
 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
vice Asset & Configuration Management Strategy

Tools and
Roles What could fail?
Resources
 SCAM-Plan (CM- Responsable:  Bad response times of the CMS
Plan) Template Configuration  Not all CIs or Core-Fields have
 CMDB in AMM Manager, been recorded
Platform Modifier CFM,  SACM plan does not exist
 CI data are inaccurate, outdated
Consulted and or inconsistent. Incident Agent
informed: accesses the wrong data
Service Manager,  Change history has not been
IT-Architct, archived
Administrator
CFM, Modifier
CFM, Requirer
CFM,
Implementer
Change Role

Uwe Vollrath / Jochen Billerbeck / Service Transition 19

 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
vice Asset & Configuration Management Strategy

Interfaces to SACM
The graphic shows how
Configuration
Management (CFM)
is integrated with the
other SM processes
and displays the
information flow
 If the customer
requests a change to
a service, the sales
organization submits
the customer order
(change request) to
Bid & Deal Mgt.
 If Release &
Deployment
Management submits
RfCs these will Uwe Vollrath / Jochen Billerbeck / Service Transition 20
 Service
Design

Service Management - Service Transition

Release and Deployment Management
ServiceITIL
Operation
Service
Service
Transiti
CSI
plans,
Release tests, communicates,
& Deployment Managementimplements and Strategy
controls the rollout of releases into the live environment.
Thereby, it ensures that all technical and non-technical aspects are considered and properly
managed. A release comprises one or more authorized changes to a service. Thus, it is a
collection of new or changed configuration items (CIs) which are tested and then
implemented (rolled out) into the live environment together. When CIs are bundled into
release units this also comprises their current version status.
The goal of the Release and Deployment Management process is to ensure that tested and
approved software releases are implemented (rolled out) in time, budget and quality.
Input and Trigger What is to be done? Results
 There is an authorized  Define release content  Deployment Plan
request for change for  Identify process  Release Plan
release development interfaces  Test results
and/or a release  Prepare for release
rollout.  Decision proposal for
approval
 Information from third Approval
 Create and Test release
parties and the  Risk analysis
 Approve release
specifications for the  Roll-out Plan
 Define Roll-out
security concept and
activities
the release policy are
available.
 Prepare for Release
implementation
 The release plan  Prepare for Roll-out
including the schedule
approval
and CI information is
approved.
 Roll-out release
 Execute rework
activities
Uwe Vollrath / Jochen Billerbeck / Service Transition 21
 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
Release & Deployment Management Strategy

Tools and
Roles What could fail?
Resources
 Release Responsable:  Suppliers are not involved.
Management in Release Designer,  Interfaces to other systems and
AMM Platform Release tools have not been taken into
Implementer account.
 Tests are not sufficient, are
Consulted and unclear or are not described.
informed:  Know-how is lost.
Release Manager,  Cooperation services are not
Release Tester, provided or are inadequate.
Release
Creator,
Release
Implementer

Uwe Vollrath / Jochen Billerbeck / Service Transition 22

 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
Release & Deployment Management Strategy

Release and Change

Mgt.
The graphic below
illustrates how
Release
Management
interfaces with
Change
Management.
 A release is a
collection of new or
changed
configuration items
(CIs) which are
tested and
afterwards
implemented (rolled
out) into the live
environment Uwe Vollrath / Jochen Billerbeck / Service Transition 23
 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
Service Validation & Testing Strategy
The aim of this phase is the fulfillment of
the customer’s expectations, the operational readiness of the services that have been
modified or are being introduced, and the fulfillment of the customer’s specifications.
Validation and testing is carried out throughout the entire life cycle of the service with the
aim of ensuring the quality of the service and successfully providing releases as part of new
services or changes.

Input and Trigger What is to be done? Results

For test/pilot  Serviceerbringung  Validation test report
operantions: ohne SLA-gewähr  Rules for the
 Release- und  Identify optimization operation of the
Deployment Plan  Review Transition Plan service
 Abnahmekriterien  Perform service  Lessons learned from
 Rollen defined assessment the trial operation
 Infrastructur
 Service provision  Service Level
without SLA guarantee Agreements checked
For validation start of  Identification of errors
operation:
 Improvement
that could prevent the activities
 AM Team complete acceptance of the
 Roles, Rocesses operation of the  Operating manual
service.
defined
 Ressourcen available
 Checking of customer
release.
 Billing procedure for
subcontractors Uwe Vollrath / Jochen Billerbeck / Service Transition 24
 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
Service Validation & Testing Strategy

Tools and
Roles What could fail?
Resources
 Test procedure Responsable:  Lack of integration of interfaces
form SE Book Transiton Project  Lack of test cases and
Manager acceptance criteria
 Know-how is not available for
Consulted and operation
informed:  Cooperation services have not
Release Manager been sufficiently coordinated
 Test environment is not
documented and this makes it
difficult to analyze the tests
 Test environment does not
correspond to the target
environment

Uwe Vollrath / Jochen Billerbeck / Service Transition 25

 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
(Chnage) Evaluation Strategy
With the acceptance of the trial operation
by the customer, the responsibility for
application operation is transferred to the delivery units on the
basis of the services described and the SLAs agreed. If the release of normal operation is
delayed for reasons for which the delivery unit is not responsible, the trial operation is
extended accordingly. In the normal operation phase the delivery unit takes on operation of
the applications in accordance with the operating plan.

Input and Trigger What is to be done? Results

 The customer has  Final signature of the  approval of the
approved the Service customer’s acceptance customer
Manual. All resources  Employee integration  Rules to be adhered
required to deliver the  Performance of the to during normal
service are available service in accordance service operations are
 The SE project team with the service approved
has revised/updated manual  Communication Plan
the documentation  SLAs are mandatory  Governance Modell
and improved the  Drafting of
application.  Service Manual
communication plan for
 The operability of the the transition  Service Organisation
service has been  Reporting in  Service Reporting
verified. accordance with the internal and external
communication plan
 Optimization potential
in normal operation is
exhausted
Uwe Vollrath / Jochen Billerbeck / Service Transition 26
 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
(Change) Evaluation Strategy

Tools and
Roles What could fail?
Resources
 Test procedure Responsable:  Not all the assets are recorded
from SE Book Transiton Project correctly, which results in
Manager subsequent costs or penalties
 Potential risks have not been
fully or sufficiently assessed.
Consulted and
informed:
Release Manager,
Security
Manager

Uwe Vollrath / Jochen Billerbeck / Service Transition 27

 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
Knowledge Management Strategy

SKMS
CMS
CMDB

Service Knowledge
Management System Decisions

Configuration Management System

Configuration Management
Databases

Uwe Vollrath / Jochen Billerbeck / Service Transition 28

 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
Knowledge Management Strategy

Uwe Vollrath / Jochen Billerbeck / Service Transition 29

 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
Knowledge Management Strategy

Uwe Vollrath / Jochen Billerbeck / Service Transition 30

 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
Knowledge Management Strategy

Uwe Vollrath / Jochen Billerbeck / Service Transition 31

 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
Knowledge Management Strategy

Service Desk and

Quality Services View Self Service View
IT Governance Support View
Management View Dashboard Asset and Service and
Service Policies, Processes, Service Catalogue,
Service Configuration View Product Catalogue
Presentation Portal Portfolio Procedures, forms, Customers, Users,
Catalogue, Financial Asset Contracts, FAQs
Layer Reports templates, Stakeholders,
Utilities and CMS Information My assets –
Continual checklists Assets Incidents,
Warranties Status Reports Procurement,
Improvement Problems, Changes,
Service Bundles/ CMDB data Install, Move, Add,
Risks and Learning and Releases,
Packages Definitive Sources Change processing
Issues Training Configurations
Service Reports and monitoring
View Performance
Search, Browse, Store, Retrieve, Update, Publish, Subscribe,
Collaborate
Knowledge Query and Monitoring
Reporting Performance Management Scorecards,
Processing Analysis Forecasting, Planning, Modelling
Dashboards
Layer Budgeting Alerting

Information
Integration
Service
Layer Knowledge
Management Base
Common
Process, Data Meta Data Data Data Extract,
Schema Mapping Management reconciliation synchronization Transform, Mining
and Information
Load
Data Integration
Document CMDB Enterprise
Store Applications
Application,
Data and CMDB1 System and
DB
File Store CMDB2 Infrastructure Legacy
Information Access Management
Management Systems Human Resources
sources Definitive Media
and Tools Library Supply Chain
Event and
UnstructuredStructured
Software Management
Alert Customer
Documentation Management
Multi-media Relationship
Management
Uwe Vollrath / Jochen Billerbeck / Service Transition 32
 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
Knowledge Management Strategy

Knowledge Management supports the

entire service life cycle with reliable and up-to-date information and ensures high-quality and
efficient services. As per ITIL, Knowledge Management covers all service phases and
therefore has interfaces to transition as well as service operations.

Input and Trigger What is to be done? Result

 Sicherheitskonzept  Define Knowledge  Training Conzept
 HR Change Plan Management Strategy  Known Error Data
 Plan and conduct of Base
 Transitionkonzept Know-how Transfer
 Transformation Plan
 Knowledge
 Communications Management Strategy
 Rolloutplannung
 Service Knowledge
 Deploymentplan Management System

Uwe Vollrath / Jochen Billerbeck / Service Transition 33

 Service
Design

Service Management - Service Transition ServiceITIL

Operation
Service
Service
Transiti
CSI
Knowledge Management Strategy

Tools and
Roles What could fail?
Resources
 Knowledge Responsable:  Responsibilities are not clear.
Management Knowledge  Knowledge is not stored
(KEDB) in AMM Manager centrally and is not available to
Platform everyone.
 KT Tracking in
Consulted and
 Lack of resources for
AMbition maintenance, time pressure.
informed:
 Qbase, Polarion,
Service Manager,
 The knowledge database is not
 I60 up-to-date.
Security
Manager  Logical keywords have not been
assigned.

Uwe Vollrath / Jochen Billerbeck / Service Transition 34