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When Does ITIL® Service Transition Come Into Play?

ITIL Service TransitionIT services are often dominated by their need for managed change. While such changes obviously manifest in the form of support tickets and user-requested feature upgrades, modifications also keep things running on a day-to-day basis.

Unbeknownst to your users, the service you provide may undergo multiple changes as time goes on. If you want to keep the technical details obscured behind the scenes while business continues seemingly unaffected, you’ll have to master ITIL® Service Transition.

When Do Services Transition?

Service transitions aren’t always accompanied by major transformations or fanfare. In many instances, transitions are implemented in the background in order to target critical underlying service components. Are these changes as important as those the user experiences directly? In most cases, the answer lies in how the modifications actually impact the service.

For instance, upgrading the security firewall on a server may do little to change the operation of the service software under normal circumstances. Nonetheless, the server might have to be rebooted or undergo other upgrades to make its operating system compatible with the target security package. If you don’t anticipate such needs, your users will experience unexpected downtime.

It’s your responsibility to quantify the aspects that go into a transition and implement them in a fashion that leaves users satisfied. ITIL Service Transition is about identifying these critical lifecycle stages and understanding their implications so that your services run smoothly.

Do Service Changes Just Occur Naturally?

Never overlook the need to manage changes. Regardless how minor they seem, modifications to your service’s capabilities or features should always be executed within the guise of an overarching framework. No, this doesn’t mean that instituting a generic ITIL-compliant architecture is sufficient; it’s critical that your ITIL structure provides for each change individually.

In some cases, it may seem that a natural approach is best. For instance, if a user asks you to enable an existing, unused feature on their account, you may be able to satisfy their request simply by tweaking a minor setting. Nonetheless, this doesn’t excuse you from the need to document both the nature of the change and the procedure you employed to realize it.

From a practical standpoint, generating such documentation could make it easier to establish a standard operating procedure and deal with similar issues in the future. It may also aid you in your quest to optimize the way you manage your services in general. While there’s nothing wrong with doing things organically, always be certain to supplement your actions with formal planning and support.

Improving the Way You Accomplish Change

Now that you understand the comprehensive nature of effective change management, you can begin planning your operations to accommodate. While you probably already defined your service components when you instituted ITIL standards, you must now delineate the different stages in the context of how they relate to one another. Once you’ve done that, you’ll naturally see where important changes lie and what they need to accomplish.

True, you can’t anticipate every potential service transition, but with the proper assistance, you’ll find it far easier to deal with new issues as they arise. Contact Ashford Global IT to discover how ITIL Service Transition training can help your firm stay flexible yet organized.


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About this author:

Angel Prusinowski

Angel is a leading ITIL® instructor at Ashford Global IT.

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