| Volume 3: Service Transition | | To build, assemble and deploy application services with change control under the direction of the following Managers. Note that "programming" is not undertaken. |
| Abstract: | | This Information Technology Infrastructure Library (ITIL) Transition Division is the declaration of what to do (policy) and how to do it (procedure). | | What was known as System Development is now known as Service Transition - the name may have changed, but the policy and procedures are very similar. |
| | | 3.1: Change Manager | | Request for Change with approval procedure. Implemented with minimum disruption. Change dashboard with KPI as: number of changes submitted, resolved, outstanding, rejected, average time to deploy. Will authorize and document every component to minimise disruption of the business. Change Advisory Board (CAD) will assess, priortize and schedule changes. |
| 3.2: Transition Planning and Support Project Manager | | Will plan and coordinate resources to deploy new releases with predicted cost, time and quality using PRINCE2. Project Planning dashboard with KPI as: cost actual vs planed, time actual vs planned, quality assessments. Project Managers are the people who run the analysis, design, development, test and implementation tasks. |
| 3.3: Application Development and Customization Manager | | To make applications that provide the required functionality as a service. Will undertake design and development work using Information Engineering Methodology (IEM) up to unit and integration test level. |
| 3.4: Release and Deployment Manager | | To plan, schedule and control the release of facilities into test and operational environments. Release dashboard with KPI as: number of releases, average time to release, number of system interuptions due to releases. Will take over from a tester to plan and schedule when the release can be implemented with due consideration of its impact on the business and integrity of the database. |
| 3.5: Service Validation and Test Manager | | WWill ensure that deployed releases match user expectations and operations are able to support the service. A business evaluation step has been added to ensure the service matches all customer expectations. Validation dashboard with KPI as: number of bugs, average time to fix bugs, incidents caused by bugs. Will take over from a developer and progresses testing to operational release. |
| 3.6: Service Asset and Configuration Manager | | To maintain information about configuration of each application service. Is the person responsible for managing all component information with associations and dependencies. |
| 3.7: Knowledge Manager | | Will gather, analyze, store and share knowledge and information about services. Will collate what happens, analyses and indexes the facts and maintains a vast libary of best practice, typical solutions and work estimate rules. The person who can see the consequence of any cause. |
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