The objectives are to:
• plan and manage the resources to introduce and activate a new or changed service to the live environment within the predicted cost, quality and time
estimates;
• minimise any unpredicted impact on the production services, operations and support organisation;
• increase customer, user and service management staff satisfaction with the deployment of new or changed services, including communications, release
documentation, training and knowledge transfer;
• increase correct use of the services and any underlying applications and
technology solutions;
• provide clear and comprehensive plans that enable alignment between the business and service transition.
Service transition includes the management and coordination of the resources that are needed to package, build, test and deploy a release into production and to establish new or changed services as specified by the customer and stakeholder requirements. Service transition also manages the transfer of services to or from external service providers.
When it is done well, service transition helps organisations to be more agile, with the capability and capacity to respond more rapidly and with greater certainty of success. This ability to adapt makes organisations more competitive as market places adjust to economic, social, environmental and political
change.
Mergers, acquisitions and other major organisational changes are better managed, productivity losses through change are minimised, and risks are identified and dealt with. It also underpins sound financial management, as effective planning and budgeting for transition means fewer surprises, less disruption, higher
productivity and better management of resources. As an example, in transitions that involve decommissioning of existing systems and services, the organisation will be able to identify opportunities for cost reduction through the timely
termination of support contracts, maintenance agreements and licences. Services are better aligned with the needs of the business and, because training needs are identified in transition planning, people know what to expect from new or changed services and are ready to make best use of them.
In summary, effective service transition is an essential part of good governance. Change can be embraced more rapidly and more effectively without damaging the business, and the business, its customers and its employees can all face change with greater confidence in the outcome. Everyone knows what to expect and, if service transition is effective, those expectations will be borne out in
reality.