Chapter 8 – Understanding Service Transition and the Change Management Processes

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Be able to recall the purpose, objectives, and scope of service transition.
The purpose is to ensure that new, modified, or retired services meet the expectations of the business as agreed on in strategy and design. The objectives are to plan and successfully manage releases into production, ensuring good knowledge transfer and expectation setting for the delivery of the new or modified service. The scope covers the planning, build, testing, evaluation, implementation, and deployment of new or modified services into the live environment or the retirement of services.
Be able to identify the value service transition provides to the business.
This lifecycle stage provides value by delivering changes that are planned, built, tested, evaluated, implemented, and deployed according to expectation and specification, enabling controlled management of new or changed services into operation.
Understand the purpose, objectives, and scope of the change management process.
The purpose of this process is to provide controlled change. The objectives are to manage changes in a controlled manner, managing risk and meeting the needs of the business, now and in the future. The scope of the process covers IT changes, not business or organizational changes, and is not used for minor IT operational changes.
Be able to identify a change model.
The change model is used to assist with management of the process, by providing a set of predefined steps for commonly identified situations.
Be able to identify a standard change.
A standard change follows a recognized change model, responds to a predefined trigger, has a predefined approach, has clearly understood or low risk, and is effectively preauthorized by the change authority.
Understand the process for an emergency change.
An emergency change follows an adjusted process flow from the normal process; assessment and authorization may include the ECAB, testing may be reduced, and the documentation may be completed retrospectively.
Be able to recall the steps and activities of the normal change process flow.
You will need to be familiar with the steps and activities of the normal process as previously detailed on the normal change process flow.
Understand the types of documentation for the change process and their uses.
All changes should be documented in an RFC, and this should be logged in a change record, which is captured as part of the CMS. A change proposal is needed only if the change has a major impact on the business in terms of risk, cost, or resources.
Be able to identify the elements that are used for assessment of changes.
The assessment of a change should include the benefits, costs, risks, resources, and relationships for the change.
Be able to recall the output documentation from the process.
The change schedule (CS) and projected service outage (PSO) documents are outputs of the change process and are used to communicate change timescales and impact with stakeholders.
Understand the purpose of the remediation plan.
The remediation plan allows mitigation against potential failure and return to normal if a change fails.
Understand how changes are authorized and by whom.
Changes are authorized for action by the change authority, dependent on the size, risk, cost, and business impact of the change
Understand the responsibilities of change management in respect of release and deployment of changes and how change management interfaces with other processes.
Change management is responsible for the coordination of the deployment of the change and will work with release and deployment management. Change management interfaces with many other service management and business processes across the service lifecycle
Be able to identify how a change is closed.
Once a change has been deployed, it should be reviewed, and the change record can be closed, once it has met the acceptance criteria for success.
Understand the responsibilities of the change advisory board.
The change advisory board (CAB) is responsible for assessing changes and making recommendation for authorization.
Which of these statements is the best description of the purpose of the service transition lifecycle stage?

A. Ensure services agreed on and designed in strategy and design are delivered effectively into operation.

B. Ensure services are designed to meet business expectations.

C. Ensure services are operated according to service level agreements.

D. Ensure services are measured and improved according to improvement guidelines.

A. This is the purpose of the service transition lifecycle stage, to ensure that the new or changed service is delivered into operation successfully.
Which of these is a recognized “business benefit” or “value statement” for the service transition lifecycle stage?

1. Deliver changes to services with a consistent approach

2. Manage the business strategic plans

3. Control the assets of the infrastructure

4. Improve business strategy through service transformation

5. Provide increased confidence in the success of changes

A. 1, 2, 3, and 4

B. 2, 4, and 5

C. 1, 3, and 5

D. 1, 2, 3, 4, and 5

C. Service transition provides value by delivering services consistently, controlling IT assets and increasing confidence in the success of changes.
Which of these statements best reflects the purpose of change management?

A. To deliver successful projects to operations

B. To provide controlled change

C. To provide success strategies for the business

D. To deliver an accurate configuration management system

B. The purpose of change management is to provide controlled change across the whole of the service lifecycle.
Which of these is part of the scope of IT change management?

A. Business strategic changes

B. Minor operational changes

C. IT service changes

D. Project changes

C. Change management does not cover business, project, or minor operational changes. The change process is used for IT service changes.
What is the benefit of using a change model?

A. It allows a change to be accepted into release more easily.

B. It allows the customer to bypass the normal change process.

C. It allows project teams to use the change process for project changes.

D. It allows predefined steps to be used when handling similar types of change.

D. A change model provides predefined steps for handling changes of a similar type. This provides a repeatable and consistent approach to managing changes of similar type.
Which of these statements represent acceptable criteria for defining a standard change?

1. The risk associated to the change is low or clearly understood.

2. The change follows a defined procedure or predefined steps.

3. The change can be completed within 24 hours of being requested.

4. The change can be traced to a predefined trigger.

5. The change delivers its results to IT service providers only.

A. 1, 3, and 5

B. 1, 2, and 4

C. 2, 3, and 4

D. 1, 2, 3, 4, and 5

B. A standard change has a low or clearly understood risk, follows a predefined procedure, and has a predefined trigger.
Which of these would be a reason to raise a change proposal for authorization?

A. If the change has a major cost impact on the business

B. If the change has been assessed as being technical

C. If the change has been raised by a user

D. If the change has been assessed by a supplier

A. Change proposals are authorized if the change has a major impact on the business in terms of cost, risk, or resources. A proposal is used to ensure that any major change is justified before raising the request for change.
Which of these is not a recognized output document from the change management process?

A. Change schedule

B. Project service outage

C. Remediation plan

D. Configuration schedule

D. The change schedule, projected service outage, and remediation plan are all recognized outputs from the change management process. The change schedule shows the proposed authorized changes, and the project service outage document shows the outage of the service. A remediation plan is the plan for how to recover in the event of a failure in change implementation.
Who is responsible for authorizing a request for change as part of the change management process?

A. Change authority

B. Customer

C. User

D. Supplier

A. Changes are authorized by the change authority. The change authority will depend on the nature, size, and risk of the change being authorized.
Which of these is a valid reason for closing a change record?

A. The release has been implemented.

B. The change acceptance criteria have been met.

C. The change has been authorized and implemented.

D. The change has been released.

B. A change record can be closed only once the change acceptance criteria have been met.
Categories: Change Management