ITILST0701 Transition Planning and Support Policy

Transition Planning and Support Policy

ITIL® 2011 Service Transition Process and Policy Pack v2 ©CertiKit ITIL is a registered trade mark of AXELOS Limited

Transition Planning and Support Policy

Implementation guidance The header page and this section, up to and including Disclaimer, must be removed from the final version of the document. For more details on replacing the logo, yellow highlighted text and certain generic terms, see the Completion Instructions document.

Purpose of this document This document sets out the organization’s policy with respect to transition planning and support.

Areas of the ITIL® Framework addressed The following areas of the ITIL Framework are addressed by this document: •

Service Transition: Transition Planning and Support

General guidance This policy document may be used to set out the organization’s overall attitude to transition planning and support and clarify the principles that should be followed.

Setting an overall framework for transitions within your organization will help to ensure that project teams work to the same standards and can re-use key information items without having to create everything from scratch each time. It will also help to bring together an overall view of transition activity at the programme level which will allow conflicts of timing and resourcing to be avoided or at least managed.

Transition teams should have significant input to the definition of this policy as they will have a clear view of what works in practice within your specific organization.

Review frequency We would recommend that this document is reviewed annually.

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To update this field (and any others that may exist in this document): 1. Update the custom document property “Organization Name” by clicking File > Info > Properties > Advanced Properties > Custom > Organization Name.

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Further detail on the above procedure can be found in the toolkit Completion Instructions.

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Transition Planning and Support Policy

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Contents 1

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Introduction ............................................................................................................... 8 1.1

Vision statement.......................................................................................................... 8

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Purpose ....................................................................................................................... 8

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Scope .......................................................................................................................... 8

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Governance and review ............................................................................................... 9

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Policy compliance ........................................................................................................ 9

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Related documents ...................................................................................................... 9

Policy statements ..................................................................................................... 10

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1 Introduction 1.1 Vision statement The vision of [Service Provider] in the area of service management is as follows: [Insert the vision statement defined as part of service strategy] This policy forms a key part of the realisation of that vision.

1.2 Purpose The purpose of this policy document is to set out the expectations and intentions of the management of [Organization Name] in the area of transition planning and support. This policy will inform and shape the processes, procedures, organizational structure and resourcing that are applied in support of effective service transitions.

Given the rate of change within our organization and the industry in which we operate, the transition of new or changed services is likely to continue to be frequent. Key to the success of these transitions will be the ability to provide an overall co-ordination function which ensures that the timing and resource usage of individual transitions is controlled effectively, and re-use of materials and processes is maximized.

1.3 Scope The scope of this policy is defined according to the following parameters: • • • •

Organizational o [List organizations and parts of those organizations covered] Geographical o [List locations for which service transitions will be planned and supported] Services o [Define the services covered by the policy] Technical o [If necessary, cover the technology that may give rise to transitions covered by this policy]

This policy covers all services transitioned by [Service Provider] in support of the customers and users of services defined in the service catalogue.

The following areas are specifically excluded from this policy: [Describe any areas that need to be clearly stated as outside the scope]

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1.4 Governance and review This policy has been defined by the Chief Information Officer with input from stakeholders and approved by the ICT Steering Group.

It will be reviewed on an annual basis and any amendments will be ratified by the ICT Steering Group prior to publication.

1.5 Policy compliance Whilst success against some aspects of this policy will depend upon the resources, systems and processes put in place by management, compliance with this policy is largely mandatory for all employees of [Organization Name]. Where appropriate and at management discretion, instances of non-compliance may be subject to formal disciplinary action in accordance with organizational HR procedures.

1.6 Related documents The following documents are relevant to this policy and should be read in conjunction with it: • • •

Transition Planning and Support Process Change Management Process Release and Deployment Management Process

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2 Policy statements [Organization Name] policy with respect to transition planning and support is as follows: • • • • • •

• • • •

All changes to services should be implemented through service transition processes such as change management and release and deployment management.

An overall picture and programme plan will be maintained of the service transitions in progress at any one time, together with an indication of those likely to be starting in the near future.

Individual service transitions should be planned and documented in a service design package (SDP) which will set out the specific framework and approach to be taken during the transition stage of the lifecycle.

Transition planning and support materials should be suitable for re-use where possible in order to reduce the time and effort required to produce them for each service transition.

Shared and specialist resources should be managed across service transitions in order to maximize their effectiveness and ensure transitions can be achieved to their target timescales.

Where appropriate, centralized resources will be provided to address the common administrative requirements of service transitions across the organization, so reducing the load on individual projects and introducing a degree of additional consistency to the transition process.

Transition planning and support tools will be standardized where possible in order to assist with overall programme management and minimize training requirements.

Risk management will be performed at the overall programme level as well as at the individual service transition level to ensure that the organization is not exposed to unacceptable levels of total risk.

Continual improvement techniques will be used to ensure that the quality, efficiency and effectiveness of service transitions increases over time.

A co-ordinated approach will be taken to the definition of policies for service transition processes such as change management, service asset and configuration management, release and deployment management and change evaluation.

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