1. Release, Control, and Validation
- Processes
- Purpose and Objectives
- Scope of Service Transition in Relation to the RCV Processes
- Service Transition Value to the Business
- RCV Processes Interaction with Other Lifecycle Stages
- Developing an Effective Service Transition Strategy
- Key Initiatives for Preparing for Effective Service Transition
- Planning and Coordinating Service Transition Activities
- Service Transition Process Support
2. Service Asset and Configuration Management
- Purpose and Objectives of SACM
- Scope of SACM
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Interfaces with Other Processes
- Information Management in SACM
- CSFs and KPIs
- Challenges and Risks
- SACM Activities Performed by Service Operation
- Roles and Responsibilities
3. Change Management
- Purpose and Objectives
- Scope of the Change Management Process
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Process Interfaces
- Role of the Configuration Management System in the Change Management Process
- CSFs and KPIs
- Daily Operational Activities
- Managing Organizational and Stakeholder Change as Part of Continual Service Improvement (CSI)
- Challenges and Risks
- Roles and Responsibilities
4. Change Evaluation
- Purpose and Objectives
- Scope of Change Evaluation
- Business Value
- Policies and Principles
- Key Terminology
- Activities, Methods, and Techniques
- Evaluation Report Contents
- Trigger, Inputs, and Outputs
- Interfaces with Other Processes
- Information Management in Change Evaluation
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
5. Release and Deployment Management
- Purpose and Objectives
- Scope of the Release and Deployment Management Process
- Business Value
- Policies
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Interfaces with Other Processes
- Information Management in the Release and Deployment Management Process
- CSFs and KPIs
- Challenges and Risks
- Release and Deployment Management Activities Performed by Service Operations
- Roles and Responsibilities
6. Service Validation and Testing
- Purpose and Objectives
- Scope of the Service Validation and Testing Process
- Business value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Trigger, Inputs, and Outputs
- Interfaces with Other Processes
- Information Management in Service Validation and Testing
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
7. Request Fulfillment
- Purpose and Objectives
- Scope of Request Fulfillment
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Process interfaces
- Information Management in Request Fulfillment
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
8. Knowledge Management
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Interfaces with Other Processes
- Information Management in the Knowledge Management Process
- CSFs and KPIs
- Challenges and Risks
- Relationship Between CSI and the Knowledge Management Process
- Roles and Responsibilities
9. Technology and Implementation Considerations
- Generic Technology Requirements to Support Process Capabilities
- Managing a Change in Operations
- Service Operation Use of Project Management Approaches
- Assessing and Managing Risk in Service Operation
- Operational Staff in Service Design and Transition
- Knowledge Management Tools
- Collaboration
- Configuration Management System
- Planning the Implementation of Service Management Tools
- Implementation Considerations
