Processes of Service Transition according to ITIL® 4 and ISO 20000 from practice for immediate implementation

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.... Process Collection Service Transition ....

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27 multiply proven processes of Service Transition (according to ITIL® and ISO 20000) as immediately implementable process templates for instant download


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ITIL® and ISO 20000 describe what to do, we demonstrate from the experience of more than 20 years of ITSM implementations how to do ....


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337 pages


27 process templates

10 interface diagrams

9 RACI - matrices

21 checklists


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Other ITSM process collections


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Implement the required processes of Service Transition (according to ITIL® and ISO 20000) with reduced investment in external consulting:


1      Content

2      The novelties within ITIL® V3 revision 2011

3      Service Lifecycle

4      Service Transition

  4.1       Process Overview

  4.2       Interfaces of Service Transition

  4.3       Processes within Service Transition

    4.3.1        Transition Planning und Support        Interfaces of Transition Planning and Support        Project Setup        Projekt Planning        Projekt Execution and Controlling        Transition Reporting

    4.3.2        Change Management        Interfaces of Change Management        Organisation of Change Management        Registration and Classification of Changes        Valuation of Changes        Change Planning        Change Review and Reporting

    4.3.3        Change Evaluation        Interfaces of Change Evaluation        Change Evaluation prior to Planning        Change Evaluation prior to Realization        Change Evaluation prior to Rollout        Change Evaluation after Rollout

    4.3.4        Release and Deployment Management        Interfaces of Release and Deployment Management        Organization of Release and Deployment Management        Release - Setup        Rollout of Releases        Startup Support and Closing of Releases        Minor Releases

    4.3.5        Service Validation and Test        Interfaces of Service Validation and Test        Definition of Test Procedures        Component Tests        Integration Tests        Acceptance Tests

    4.3.6        Service Asset and Configuration Management        Interfaces of Service Asset and Configuration Management        Organization of Service Asset and Configuration Management        Configuration Management Audit and Reporting

    4.3.7        Application Development and Customizing        Interfaces of Application Development and Customizing        Application Development and Customizing

    4.3.8        End of Life for IT Services        Interfaces of End of Life for IT Services        End of Life for IT Services

    4.3.9        Knowledge Management        Interfaces of Knowledge Management        Knowledge Management

5      Glossary

  5.1       Process Documents in Service Transition

  5.2       Involved Organizational Units in Service Transition

  5.3       Involved Roles in Service Transition

  5.4       Involved IT Systems in Service Transition

6      Responsibility Assignment Matrices (RACI)

  6.1       Responsibility Assignment Matrix Transition Planning and Support

  6.2       Responsibility Assignment Matrix Change Management

  6.3       Responsibility Assignment Matrix Change Evaluation

  6.4       Responsibility Assignment Matrix Release and Deployment Management

  6.5       Responsibility Assignment Matrix Service Validation and Test

  6.6       Responsibility Assignment Matrix Service Asset and Configuration Management

  6.7       Responsibility Assignment Matrix Application Development and Customizing

  6.8       Responsibility Assignment Matrix End of Life for IT Services

  6.9       Responsibility Assignment Matrix Knowledge Management

7      Checklists for die Service Transition

  7.1       Checklist Request for Change

  7.2       Checklist Change Classification

  7.3       Checklist Change Planning

  7.4       Checklist Change Advisory Board Agenda

  7.5       Checklist Post Implementation Review

  7.6       Checklist Incident Reporting

  7.7       Checklist Capacity Reporting

  7.8       Checklist Operational Level Agreement

  7.9       Checklist Continual Service Improvement Register

  7.10     Checklist Service Level Requirement

  7.11     Checklist Service Level Agreement

  7.12     Checklist Service Level Report

  7.13     Checklist Service Catalogue

  7.14     Checklist Service Portfolio

  7.15     Checklist Service Design Package

  7.16     Checklist Service Specification

  7.17     Checklist Availability Reporting

  7.18     Checklist Underpinning Contract

  7.19     Checklist Problem Record

  7.20     Checklist Release Plan

  7.21     Checklist Configuration Management System Audit


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Our process collections are based upon the well known ITSM Process Library from Dipl.-Ing. Walter Abel Management Consulting. It contains the processes of IT Service Management in the leading process management system Signavio Process Manager notated in BPMN 2.0 based upon more than 20 years of ITSM project experience. It supported the implementation of process oriented IT Service Management for a lot of customers world wide up to now.


By this we want to provide a process oriented guideline for the complex matter of IT Service Management (referring to ITIL® and ISO 20000) which

  • saves the awful evaluation of necessary processes in the beginning of an ITSM project

  • provides a check for completeness for the planned ITSM process model

  • shows the internal and external process interfaces of the IT Service Management

and thus accelerates your project remarkably and hence saves costs (especially external consulting costs).


These process manuals are not for provision of theoretical knowledge but show the experience of many implementations of process oriented IT Service Management from practice. From the ITSM-standards'-perspective all partial topics have more or less the same priority but practice depicts a different scenario. Accordingly we set up our process library described here, focusing on practical relevance.

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Last update 2020-05-27_

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