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Service utilities and warranties

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The utility of a service is defined in terms of the business outcome s that customers expect the service to support and the constraints it will remove. This utility is in the form of enhancing or enabling the performance of the customer assets, and contributing to the realization of business outcomes.

In the case of the lending division of a bank (customer), the utility of a credit-check service is that it allows the lending process (customer assets) to determine the credit-worthiness of borrowers so that loan applications may be approved in a timely manner after calculating all the risk s associated with the borrower (supported outcome).

A warranty is an assurance that some product or service will be provided or will meet certain specification s. Three characteristics of warranty are that it:

It is important to understand that the three aspects of warranty are valid for all services though one aspect may be more critical than another. Indeed, the primary value proposition in some services is high-availability, continuity and security.


Policies for Service Transition

The following aspects constitute fundamental principles of Service Transition. Their endorsement and visible support from senior management contributes to the overall effectiveness. Each principle is explicitly stated and its suggested application and approach is illustrated by applicable principles and best practice s that help an organization to deliver that principle.

Define and implement a formal policy for Service Transition

Policy:

Principles:

Best practice:

Implement all changes to services through Service Transition

Policy:

Principles:

Best practice s:

Adopt a common framework and standards

Policy:

Principles:

Best practices:

Maximize re-use of established processes and systems

Policy:

Principles:

Best practices:

Align Service Transition plans with the business needs

Policy:

Principles:

Best practices:

Establish and maintain relationships with stakeholders

Policy:

Principles:

Best practice s:

Establish effective controls and disciplines

Policy:

Principles:

Best practices:

Provide systems for knowledge transfer and decision support

Policy:

Principles:

Best practices:

Plan release and deployment packages

Policy:

Principles:

Best practices:

Anticipate and manage course corrections

Course corrections

When plotting a long route for a ship or aircraft, assumptions will be made about prevailing winds, weather and other factors, and plan s for the journey prepared. Checks along the way – observations based on the actual conditions experienced – will require (usually minor) alterations to ensure the destination is reached.

Successful transition is also a journey – from the ‘as is’ state within an organization towards the ‘as required’ state. In the dynamic world within which IT Service Management functions, it is very often the case that factors arise between initial design of a changed or new service and its actual transition. This means the need for ‘ course corrections ’ to that Service Transition journey, altering the original Service Design planned course of action to the destination the customer needs to reach.

Policy:

Principles:

Best practices:

Proactively manage resources across Service Transitions

Policy:

Principles:

Best practices:

Ensure early involvement in the service lifecycle

Policy:

Principles:

Best practice s:

Assure the quality of the new or changed service

Policy:

Principles:

Best practices:

Proactively improve quality during Service Transition

Policy:

Principles:

Best practices:


Service Transition processes

This chapter sets out the processes and activities on which effective Service Transition depends. These comprise both lifecycle processes and those almost wholly contained within Service Transition. Each is described in detail, setting out the key elements of that process or activity.

The processes and activities and their relationships are set out in Figure 2.3, and the topics specifically addressed in this chapter are:

Some of these processes are used throughout the service lifecycle, but are addressed in this publication since they are central to effective Service Transition.

The other processes and activities are mostly contained within the Service Transition phase of the lifecycle, but also are made use of in other phases, e.g. evaluation of design, and performance testing within operations.

The scope, goals, purpose and vision of Service Transition as a whole are set out in section 2.4.


Transition Planning and Support

Purpose, goals and objectives

The purpose of the Transition Planning and Support activities is to:

The goals of Transition Planning and Support are to:

The objective of Transition Planning and Support is to:

Scope

The scope of the Service Transition Planning and Support activities includes:


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Читайте в этой же книге: Clearly there is a change in slope in two of the curves. Such a change has been found for essentially all metals studied to date. | TRANSPORT IN SOLIDS | THERMO-TRANSPORT—Interstitial Alloys | The jump frequencies is | Contact information | Good practice in the public domain | Service Strategy | Functions and processes across the lifecycle | Types of change request | Process activities, methods and techniques |
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