What is involved in Service Transition
Find out what the related areas are that Service Transition connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a Service Transition thinking-frame.
How far is your company on its Service Transition journey?
Take this short survey to gauge your organization’s progress toward Service Transition leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.
To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.
Start the Checklist
Below you will find a quick checklist designed to help you think about which Service Transition related domains to cover and 371 essential critical questions to check off in that domain.
The following domains are covered:
Information security, Central Computer and Telecommunications Agency, Identity management, Deming Cycle, ISO/IEC 27001, Secondary support level, Business Service Management, Call centre, Service-level agreement, Business impact analysis, Best practice, Tudor IT Process Assessment, Fishbone diagram, Economic efficiency, ITIL security management, Software metric, Access and Identity Management, Application Performance Management, ITIL/service design package, Computer security, Release management, Service catalog, Problem Management, Agile software development, W. Edwards Deming, Information and Communication Technology, RACI matrix, 5 Whys, Granular configuration automation, Event Management, Help desk, Enterprise life cycle, Knowledge management, Performance engineering, Business case, Service level, IBM Tivoli Unified Process, IT service management, Program management, TM Forum, Configuration management system, Business continuity planning, Service Level Agreement, IT Operations Management, Financial management for IT services, Tertiary support level, Application Services Library, Microsoft Operations Framework, RPR problem diagnosis, Application Management, Enterprise architecture, Primary support level, Service portfolio management, Definitive software library, IT service continuity, Project management, Six Sigma, Functional Management, Capacity management, Corrective and preventive action, Definitive Media Library, Ishikawa diagram, Access Management:
Information security Critical Criteria:
Confer re Information security tactics and finalize the present value of growth of Information security.
– Is the software and application development process based on an industry best practice and is information security included throughout the software development life cycle (sdlc) process?
– Are information security policies, including policies for access control, application and system development, operational, network and physical security, formally documented?
– Do we maintain our own threat catalogue on the corporate intranet to remind employees of the wide range of issues of concern to Information Security and the business?
– Is there an information security policy to provide mgmt direction and support for information security in accordance with business requirements, relevant laws and regulations?
– Are Human Resources subject to screening, and do they have terms and conditions of employment defining their information security responsibilities?
– Is the documented Information Security Mgmt System (ISMS) established, implemented, operated, monitored, reviewed, maintained and improved?
– Does your organization have a chief information security officer (ciso or equivalent title)?
– Is there a consistent and effective approach applied to the mgmt of information security events?
– Are information security policies reviewed at least once a year and updated as needed?
– what is the difference between cyber security and information security?
– Does mgmt establish roles and responsibilities for information security?
– How to achieve a satisfied level of information security?
– Is information security managed within the organization?
– What is information security?
Central Computer and Telecommunications Agency Critical Criteria:
Merge Central Computer and Telecommunications Agency tactics and probe using an integrated framework to make sure Central Computer and Telecommunications Agency is getting what it needs.
– Meeting the challenge: are missed Service Transition opportunities costing us money?
– Is Service Transition dependent on the successful delivery of a current project?
– Does our organization need more Service Transition education?
Identity management Critical Criteria:
Apply Identity management issues and oversee implementation of Identity management.
– With so many identity management systems proposed, the big question is which one, if any, will provide the identity solution to become standard across the internet?
– Do we keep track of who the leading providers of identity management products and services are, and what are their key offerings, differentiators and strategies?
– Do we aggressively reward and promote the people who have the biggest impact on creating excellent Service Transition services/products?
– How is the market for identity management evolving in new technologies, market trends and drivers, and user requirements?
– Does Service Transition create potential expectations in other areas that need to be recognized and considered?
– Did we develop our saas identity management solution in house or was it acquired from other vendors?
– Complement identity management and help desk solutions with closedloop import and export?
– What is the security -life cycle identity management business case?
– How do we Improve Service Transition service perception, and satisfaction?
– What are the identity management facilities of the provider?
– What is a secure identity management infrastructure?
– What is identity management to us (idm)?
– How can identity management help?
– What about identity management?
Deming Cycle Critical Criteria:
Cut a stake in Deming Cycle results and know what your objective is.
– How do you determine the key elements that affect Service Transition workforce satisfaction? how are these elements determined for different workforce groups and segments?
– How can we incorporate support to ensure safe and effective use of Service Transition into the services that we provide?
ISO/IEC 27001 Critical Criteria:
Transcribe ISO/IEC 27001 adoptions and acquire concise ISO/IEC 27001 education.
– Is there any existing Service Transition governance structure?
– Are there recognized Service Transition problems?
– What are current Service Transition Paradigms?
Secondary support level Critical Criteria:
Accumulate Secondary support level strategies and catalog Secondary support level activities.
– Do Service Transition rules make a reasonable demand on a users capabilities?
– Which Service Transition goals are the most important?
Business Service Management Critical Criteria:
Communicate about Business Service Management projects and plan concise Business Service Management education.
– Have you identified your Service Transition key performance indicators?
– How do we maintain Service Transitions Integrity?
Call centre Critical Criteria:
Concentrate on Call centre leadership and maintain Call centre for success.
– what is the best design framework for Service Transition organization now that, in a post industrial-age if the top-down, command and control model is no longer relevant?
– Do the Service Transition decisions we make today help people and the planet tomorrow?
– How can skill-level changes improve Service Transition?
Service-level agreement Critical Criteria:
Contribute to Service-level agreement decisions and assess and formulate effective operational and Service-level agreement strategies.
– Which customers cant participate in our Service Transition domain because they lack skills, wealth, or convenient access to existing solutions?
– What other jobs or tasks affect the performance of the steps in the Service Transition process?
– In terms of service availability, can you get your vendor to sign a service-level agreement?
– How to Secure Service Transition?
Business impact analysis Critical Criteria:
Brainstorm over Business impact analysis risks and customize techniques for implementing Business impact analysis controls.
– What management system can we use to leverage the Service Transition experience, ideas, and concerns of the people closest to the work to be done?
– How frequently, if at all, do we conduct a business impact analysis (bia) and risk assessment (ra)?
– How does the business impact analysis use data from Risk Management and risk analysis?
– Who sets the Service Transition standards?
– What is Effective Service Transition?
Best practice Critical Criteria:
Mine Best practice projects and develop and take control of the Best practice initiative.
– Achieving service management excellence is an on-going process. Just as an organization can never have enough sales, so they can never stop paying attention to service assurance. With service management and assurance having such a critical role for CSPs, how can they both achieve optimal service assurance delivery and implement supporting processes to ensure that best practice continues to be observed?
– What standards, guidelines, best practices, and tools are organizations using to understand, measure, and manage risk at the management, operational, and technical levels?
– What ITIL best practices, security and data protection standards and guidelines are in use by the cloud service provider?
– What are the best practices for software quality assurance when using agile development methodologies?
– Is the use of CCM destined to become an important and requisite audit methodology best practice?
– Does your organization have a company-wide policy regarding best practices for cyber?
– What are some best practices for gathering business intelligence about a competitor?
– What are the best practices in knowledge management for IT Service management ITSM?
– Are CSI and organizational change underpinned by Kotters change management best practices?
– What are some best practices for implementing an air gap in a our setting?
– What best practices are relevant to your service management initiative?
– How does big data impact Data Quality and governance best practices?
– Are there any best practices or standards for the use of Big Data solutions?
– Have all basic functions of Service Transition been defined?
– Do we adhere to best practices interface design?
– What best practices are relevant to your ITSM initiative?
– Which rules constitute best practices?
Tudor IT Process Assessment Critical Criteria:
Align Tudor IT Process Assessment quality and describe the risks of Tudor IT Process Assessment sustainability.
– What are your results for key measures or indicators of the accomplishment of your Service Transition strategy and action plans, including building and strengthening core competencies?
– Who needs to know about Service Transition ?
Fishbone diagram Critical Criteria:
Chat re Fishbone diagram projects and probe Fishbone diagram strategic alliances.
– Can Management personnel recognize the monetary benefit of Service Transition?
– How much does Service Transition help?
Economic efficiency Critical Criteria:
Own Economic efficiency engagements and get answers.
– Can we add value to the current Service Transition decision-making process (largely qualitative) by incorporating uncertainty modeling (more quantitative)?
– Are there any disadvantages to implementing Service Transition? There might be some that are less obvious?
– Risk factors: what are the characteristics of Service Transition that make it risky?
ITIL security management Critical Criteria:
Grasp ITIL security management tactics and differentiate in coordinating ITIL security management.
– A compounding model resolution with available relevant data can often provide insight towards a solution methodology; which Service Transition models, tools and techniques are necessary?
– How do we go about Securing Service Transition?
Software metric Critical Criteria:
Consolidate Software metric projects and slay a dragon.
– What are the best software metrics for discerning Agile (vs. non-Agile) process effects on teams artifacts?
– What knowledge, skills and characteristics mark a good Service Transition project manager?
– What are the long-term Service Transition goals?
– What are specific Service Transition Rules to follow?
Access and Identity Management Critical Criteria:
Debate over Access and Identity Management governance and tour deciding if Access and Identity Management progress is made.
– In a project to restructure Service Transition outcomes, which stakeholders would you involve?
– Who is the main stakeholder, with ultimate responsibility for driving Service Transition forward?
Application Performance Management Critical Criteria:
Powwow over Application Performance Management projects and interpret which customers can’t participate in Application Performance Management because they lack skills.
– How will you measure your Service Transition effectiveness?
ITIL/service design package Critical Criteria:
Chat re ITIL/service design package tasks and transcribe ITIL/service design package as tomorrows backbone for success.
– What are the success criteria that will indicate that Service Transition objectives have been met and the benefits delivered?
– How can we improve Service Transition?
Computer security Critical Criteria:
Examine Computer security leadership and drive action.
– Does your company provide end-user training to all employees on Cybersecurity, either as part of general staff training or specifically on the topic of computer security and company policy?
– What are your key performance measures or indicators and in-process measures for the control and improvement of your Service Transition processes?
– Will the selection of a particular product limit the future choices of other computer security or operational modifications and improvements?
– Is maximizing Service Transition protection the same as minimizing Service Transition loss?
– Which individuals, teams or departments will be involved in Service Transition?
Release management Critical Criteria:
Collaborate on Release management planning and diversify by understanding risks and leveraging Release management.
– What happens after development: how should developers release component-based software and how can users subsequently obtain such software especially if the software under consideration consists of many components that are released by many organizations at many different geographical locations?
– Information/context awareness: how can a developer/participant restore awareness in project activity after having been offline for a few hours, days, or weeks?
– What is, really, the difference between development and innovation, i.e. how big or radical do changes have to be to warrant the label innovation ?
– What are the issues that arise when a limited number of vendors participate in a technology market and how can the risks be mitigated ?
– Process support: how can a project better institutionalize workflow support without adding a bureaucratic burden to the developers?
– How is release management for new application services integrated with your itsm capabilities?
– Does it avoid poorly executed software handoffs between development, testing, and operations?
– Where do requirements come from (and what should we do about it)?
– What to build, how to build it, build it, and is it built right?
– When should sunk cost be abandoned and new solutions sought ?
– What tools and techniques are use to support these activities?
– When should technology be recycled & re-used ?
– When is a release management plan used?
– Does Agile Release Management Work in Real Life?
– How well are os projects documented?
– Are there Service Transition problems defined?
– what is NEXT FOR RELEASE MANAGEMENT AND DEVOPS?
– What is release management?
– When to buy vs. build ?
Service catalog Critical Criteria:
Transcribe Service catalog leadership and display thorough understanding of the Service catalog process.
– How do your measurements capture actionable Service Transition information for use in exceeding your customers expectations and securing your customers engagement?
– What other departments, besides IT, use service catalog as a means of publishing their services in your organization?
– What other departments, besides IT, use service catalog as a means of publishing their services in your organization?
– Which software allows an administrator to create and publish a service catalogue?
– What services are published in your organizations service catalog?
– What services are published in your organizations service catalog?
– Does your service catalog actually have pricing in it?
Problem Management Critical Criteria:
Pilot Problem Management decisions and interpret which customers can’t participate in Problem Management because they lack skills.
– How do we Identify specific Service Transition investment and emerging trends?
– What is a key activity in problem management?
– How do we keep improving Service Transition?
Agile software development Critical Criteria:
Consider Agile software development planning and ask questions.
– How could agile approach be taken into consideration when recruiting personnel and allocating people into projects?
– Are there cultural or organizational issues that may affect the system development?
– What are some keys to successfully conquering ever changing business requirements?
– What sources do you use to gather information for a Service Transition study?
– What if any is the difference between Lean and Agile Software Development?
– What if we substitute prototyping for user interface screens on paper?
– What is the best online tool for Agile development using Kanban?
– what is the minimum we can do to produce a quality product?
– How Agile are Industrial Software Development Practices?
– How do you best coordinate Agile and non-Agile teams?
– If you used Agile in the past, but do not now, why?
– How do Web Operators communicate with Developers?
– Is Internet-speed software development different?
– What is and why Disciplined Agile Delivery (DAD)?
– Is the system subject to external regulation?
– How do disciplined agile teams work at scale?
– What Is Exploratory Testing?
– When should we not use it?
– Why Agile, and Why Now?
– A separate test team?
W. Edwards Deming Critical Criteria:
Shape W. Edwards Deming outcomes and point out improvements in W. Edwards Deming.
– Are assumptions made in Service Transition stated explicitly?
– Do we all define Service Transition in the same way?
Information and Communication Technology Critical Criteria:
Grade Information and Communication Technology decisions and intervene in Information and Communication Technology processes and leadership.
– What are internal and external Service Transition relations?
RACI matrix Critical Criteria:
Have a session on RACI matrix quality and explain and analyze the challenges of RACI matrix.
– What vendors make products that address the Service Transition needs?
– What are the Key enablers to make this Service Transition move?
– What are the usability implications of Service Transition actions?
5 Whys Critical Criteria:
Consider 5 Whys outcomes and describe the risks of 5 Whys sustainability.
– Think about the kind of project structure that would be appropriate for your Service Transition project. should it be formal and complex, or can it be less formal and relatively simple?
– Who will provide the final approval of Service Transition deliverables?
– How can you measure Service Transition in a systematic way?
Granular configuration automation Critical Criteria:
Consult on Granular configuration automation projects and change contexts.
Event Management Critical Criteria:
Investigate Event Management decisions and ask questions.
– What will be the consequences to the business (financial, reputation etc) if Service Transition does not go ahead or fails to deliver the objectives?
– Why should we adopt a Service Transition framework?
– Are there Service Transition Models?
Help desk Critical Criteria:
Drive Help desk issues and finalize the present value of growth of Help desk.
– Do we cover the five essential competencies-Communication, Collaboration,Innovation, Adaptability, and Leadership that improve an organizations ability to leverage the new Service Transition in a volatile global economy?
– The offeror will describe its service levels for fixes, help desk, etc. will it reduce its fees if the service levels are not met?
– Expose its policy engine via web services for use by third-party systems (e.g. provisioning, help desk solutions)?
– What features of the current help desk service management tool are being used?
– How has the current help desk service management tool been customized?
– Do we know the number of password problem help desk calls per month?
– What is the current help desk service management tool and version?
– How will the offeror provide support through the help desk?
– Help desk password resets easily measured (specific number?
– What are the Essentials of Internal Service Transition Management?
– Number of password problem help desk calls per month?
– How does the help desk authenticate callers?
Enterprise life cycle Critical Criteria:
Consult on Enterprise life cycle management and do something to it.
– What are the barriers to increased Service Transition production?
Knowledge management Critical Criteria:
Devise Knowledge management planning and secure Knowledge management creativity.
– What is the total cost related to deploying Service Transition, including any consulting or professional services?
– Do we monitor the Service Transition decisions made and fine tune them as they evolve?
– What best practices in knowledge management for Service management do we use?
– How do we manage Service Transition Knowledge Management (KM)?
– When is Knowledge Management Measured?
– How is Knowledge Management Measured?
Performance engineering Critical Criteria:
Investigate Performance engineering leadership and find the ideas you already have.
– Does the Service Transition task fit the clients priorities?
Business case Critical Criteria:
Demonstrate Business case tasks and clarify ways to gain access to competitive Business case services.
– Does Service Transition include applications and information with regulatory compliance significance (or other contractual conditions that must be formally complied with) in a new or unique manner for which no approved security requirements, templates or design models exist?
– How do senior leaders actions reflect a commitment to the organizations Service Transition values?
– Who is driving and leading the business case development for your organization?
– Is there a business case where additional cyber security risks are involved?
– How is the value delivered by Service Transition being measured?
– Have sensitivity of the business case been calculated?
– Right business case?
Service level Critical Criteria:
Add value to Service level tasks and triple focus on important concepts of Service level relationship management.
– Do those selected for the Service Transition team have a good general understanding of what Service Transition is all about?
– Can the cloud service provider offer the flexibility to provide availability service levels in line with the customers requirements?
– Are the contracts with vendors current, and does it include and appropriate Service Level Agreements?
– What kinds of applications are expected or legally required to offer a sla Service Level Agreement?
– Who are the key service provider and customer contacts (name, phone number, email address)?
– Why are Service Level Agreements a dying breed in the software as a service industry?
– What are the hours of operation (regular business hours and after hours support)?
– What is the process that will be followed to resolve unplanned incidents?
– How will the service provider monitor or track and report on performance?
– Are short calls factored out of the denominator in your service level?
– What are the costs to provide this level of service?
– Are there Data Dependencies or Consistency Groups?
– What PMO services are included in this SLA?
– What is the retention period of the data?
– Do any copies need to be off-site?
– How will service be delivered?
– Why collaborative management?
– What services are provided?
IBM Tivoli Unified Process Critical Criteria:
Reason over IBM Tivoli Unified Process visions and describe the risks of IBM Tivoli Unified Process sustainability.
– What are the short and long-term Service Transition goals?
– Do we have past Service Transition Successes?
IT service management Critical Criteria:
Sort IT service management issues and define IT service management competency-based leadership.
– Does current usage support ongoing contract negotiations for maintenance and upgrade renewals?
– What challenges and opportunities does cloud computing present for IT service management ?
– Which statement best describes your organizations current IT service management strategy?
– What challenges and opportunities does cloud computing present for IT Service Management ?
– What level of service resilience and backup is provided within the service?
– What factors influence the success of implementing it service management?
– Why would a customer be interested in a particular product or service?
– Are you managing incidents primarily through emails and phone calls?
– Is the service provider eligible for certification under the scheme?
– Who is most likely to drive it Service Management organizations?
– Are you thinking about implementing ITIL standards based tools?
– Why is IT service management important to cloud providers?
– Will we be eligible for ISOIEC 20000 certification?
– What do you see as your major ITSM challenge?
– What is the future of it Service Management?
– Is a Service Transition Team Work effort in place?
– Is the Quality of Service met?
– Does IT get our business?
Program management Critical Criteria:
Demonstrate Program management strategies and document what potential Program management megatrends could make our business model obsolete.
– There are face-to-face skills that can help you work with the people above you in your organization. can you read a group of managers, and know what they are thinking and feeling?
– Are regular supervision sessions occurring between the people involved in the program and the program co-ordinator and/or management committee?
– Will any of the planned events or research findings provide an opportunity for the program to raise its profile?
– Is the list of tasks outlined in the action plan being used to guide implementation of the program?
– Will any of the planned events or research findings provide a human interest story for mass media?
– Which program is responsible for the accuracy and integrity of the information?
– Is our organization covered against data leakage, loss and rogue employees?
– Are there any potential stakeholders who might not support the program?
– Is there community support to sustain parts, or all of, the program?
– Is assistance required to further analyse or interpret the findings?
– What are the indicators of success for completion of key tasks?
– Is the program running on, or close to, the time frame?
– Were the program materials culturally appropriate?
– What resources are required to complete each task?
– Does the selection of strategies need reviewing?
– How will the report(s) be distributed?
– Why Program Management guidelines?
– What role should the board play?
– Who will write the report(s)?
– Is piloting needed?
TM Forum Critical Criteria:
Prioritize TM Forum strategies and define what our big hairy audacious TM Forum goal is.
– In the case of a Service Transition project, the criteria for the audit derive from implementation objectives. an audit of a Service Transition project involves assessing whether the recommendations outlined for implementation have been met. in other words, can we track that any Service Transition project is implemented as planned, and is it working?
– Are accountability and ownership for Service Transition clearly defined?
Configuration management system Critical Criteria:
Disseminate Configuration management system tasks and report on developing an effective Configuration management system strategy.
– What exactly are the required characteristics of a Configuration Management system for managing dynamic change?
– How does the organization define, manage, and improve its Service Transition processes?
Business continuity planning Critical Criteria:
Judge Business continuity planning planning and catalog what business benefits will Business continuity planning goals deliver if achieved.
– What is the role of digital document management in business continuity planning management?
– How important is Service Transition to the user organizations mission?
– What is business continuity planning and why is it important?
– Is Supporting Service Transition documentation required?
– What will drive Service Transition change?
Service Level Agreement Critical Criteria:
Collaborate on Service Level Agreement planning and check on ways to get started with Service Level Agreement.
– Are the vendor contracts deliverables-based, with specific Service Level Agreements (slas) including penalties and liquidated damages?
– How will the SLA be terminated if either party wants to terminate either for cause or for convenience?
– How will the agreement be terminated at the end of the initial term of the SLA?
– Does the provider offer any form of Service Level Agreement (SLA) guarantees?
– Are there encryption requirements, especially of off-line copies?
– What are the costs to the business customer for the service?
– Is your firm willing to commit to Service Level Agreements?
– What Support/applications are included in this SLA?
– How will incidents be documented or logged?
– Who is accountable for service delivery?
– When will the SLA be reviewed?
– What systems are supported?
– How do I write an SLA?
– Who prepares the SLA?
– What is In Scope?
– What is ITIL?
IT Operations Management Critical Criteria:
Cut a stake in IT Operations Management governance and shift your focus.
– What are the most important capabilities we consider when evaluating asset and Service Management providers?
– Do we have a high level of process automation connecting our asset and Service Management?
– How likely is the current Service Transition plan to come in on schedule or on budget?
– Do you have a single view into it Service Management?
Financial management for IT services Critical Criteria:
Derive from Financial management for IT services quality and find out what it really means.
– Record-keeping requirements flow from the records needed as inputs, outputs, controls and for transformation of a Service Transition process. ask yourself: are the records needed as inputs to the Service Transition process available?
– What threat is Service Transition addressing?
Tertiary support level Critical Criteria:
Differentiate Tertiary support level tasks and display thorough understanding of the Tertiary support level process.
– Among the Service Transition product and service cost to be estimated, which is considered hardest to estimate?
– Does Service Transition analysis show the relationships among important Service Transition factors?
Application Services Library Critical Criteria:
Mine Application Services Library governance and reinforce and communicate particularly sensitive Application Services Library decisions.
– How to deal with Service Transition Changes?
Microsoft Operations Framework Critical Criteria:
Examine Microsoft Operations Framework goals and perfect Microsoft Operations Framework conflict management.
– In what ways are Service Transition vendors and us interacting to ensure safe and effective use?
– Have the types of risks that may impact Service Transition been identified and analyzed?
RPR problem diagnosis Critical Criteria:
Nurse RPR problem diagnosis tasks and figure out ways to motivate other RPR problem diagnosis users.
– Why is it important to have senior management support for a Service Transition project?
Application Management Critical Criteria:
Start Application Management strategies and get the big picture.
– For your Service Transition project, identify and describe the business environment. is there more than one layer to the business environment?
– What tools and technologies are needed for a custom Service Transition project?
Enterprise architecture Critical Criteria:
Paraphrase Enterprise architecture leadership and probe using an integrated framework to make sure Enterprise architecture is getting what it needs.
– With the increasing adoption of cloud computing do you think enterprise architecture as a discipline will become more or less important to us and why?
– Enterprise architecture planning. how does it align with to the to be architecture?
– Is Service Transition Realistic, or are you setting yourself up for failure?
– How does the standard fit into the Federal Enterprise Architecture (FEA)?
– Are Enterprise JavaBeans still relevant for enterprise architectures?
– Are software assets aligned with the agency enterprise architecture?
– Are software assets aligned with the organizations enterprise architecture?
– Are the levels and focus right for TOGAF enterprise architecture?
– Is There a Role for Patterns in Enterprise Architecture?
– What is the value of mature Enterprise Architecture?
– Why Should we Consider Enterprise Architecture?
– What is an Enterprise Architecture?
– What Is Enterprise Architecture?
– Why Enterprise Architecture?
Primary support level Critical Criteria:
Face Primary support level adoptions and forecast involvement of future Primary support level projects in development.
Service portfolio management Critical Criteria:
Think about Service portfolio management goals and maintain Service portfolio management for success.
– What potential environmental factors impact the Service Transition effort?
Definitive software library Critical Criteria:
Extrapolate Definitive software library management and oversee implementation of Definitive software library.
– Is there a Service Transition Communication plan covering who needs to get what information when?
IT service continuity Critical Criteria:
Canvass IT service continuity quality and describe which business rules are needed as IT service continuity interface.
– Why is Service Transition important for you now?
Project management Critical Criteria:
Steer Project management planning and inform on and uncover unspoken needs and breakthrough Project management results.
– Does it replace or negate traditional project management concerns with risk, scheduling, metrics, and execution, or does it shift how we think about these and necessitate new techniques and approaches?
– How can a company arrange a new project if the management does not know when they will finish the current projects and when the employees will be free to take on a new project?
– Does the software Quality Assurance function have a management reporting channel separate from the software development project management?
– Originally, agile project management required collocated teams. How could a new product or service be developed in the 21st century without them?
– How can an agile project manager balance team level autonomy and individual level autonomy in agile software teams?
– What about when our product is an integration of several different products, each with their own product owner?
– Are there metrics and standards that can be used for control of agile project progress during execution?
– What did you accomplish yesterday, what will you do today, and what impediments are getting in your way?
– Justification: what are your research questions and how do you motivate them?
– What is important in the kick-off meeting to enable feedback and learning?
– What s the protocol for interaction, decision making, project management?
– Operationally, what does project management integration mean?
– Agile Project Management and PRINCE2 9 – one or the other, or both?
– Does your organization have a Project Management Office?
– What type of certificate will be awarded and by whom?
– What project management certifications do you hold?
– How much project management is needed?
– what is causing us to be behind?
– Agile Management an oxymoron?
– What is the cost of change?
Six Sigma Critical Criteria:
Merge Six Sigma goals and transcribe Six Sigma as tomorrows backbone for success.
– What process management and improvement tools are we using PDSA/PDCA, ISO 9000, Lean, Balanced Scorecard, Six Sigma, something else?
– What are all of our Service Transition domains and what do they do?
– How is lean six sigma different from TOGAF architecture?
Functional Management Critical Criteria:
Start Functional Management projects and inform on and uncover unspoken needs and breakthrough Functional Management results.
Capacity management Critical Criteria:
Pilot Capacity management planning and research ways can we become the Capacity management company that would put us out of business.
– Application sizing is a technique used by capacity management. why is application sizing important?
Corrective and preventive action Critical Criteria:
Chart Corrective and preventive action adoptions and ask questions.
– Who is responsible for ensuring appropriate resources (time, people and money) are allocated to Service Transition?
– Are appropriate corrective and preventive actions taken?
Definitive Media Library Critical Criteria:
Focus on Definitive Media Library risks and find the essential reading for Definitive Media Library researchers.
Ishikawa diagram Critical Criteria:
Nurse Ishikawa diagram adoptions and look in other fields.
– How do you incorporate cycle time, productivity, cost control, and other efficiency and effectiveness factors into these Service Transition processes?
– Are we making progress? and are we making progress as Service Transition leaders?
– What are the record-keeping requirements of Service Transition activities?
– Why is Customer Service substandard?
Access Management Critical Criteria:
Study Access Management failures and separate what are the business goals Access Management is aiming to achieve.
– Can auditors uniquely identify the individuals who are granted access to the organizations systems based on the sign-on credentials they are assigned?
– Administration What is in place to develop and maintain an appropriate IAM strategy, policies, procedures, and ongoing operations?
– Is the iAm environment centralized or distributed appropriately to reflect the structure of the organization?
– Who are the authorized users both personnel and automated processes within and outside the organization?
– Identify identity risk and compliance needs, existing process flaws and potential deployment roadblocks?
– What tools or techniques could speed the rapid prototyping and deployment of new online services?
– How are the privileged access permissions requested, approved, and granted to individuals?
– Provide the ability to synchronize active directory with cloud-based endpoints?
– Does the system include a publicly available Web interface?
– How are access management improvements funded?
– Want Role Will Access Management have?
– What can jsmith123 do on this system?
– Who can provide identity proofing?
– Are there any orphaned accounts?
– How Is the Technology Used?
– What is access management?
– Who is responsible for am?
– Who owns ID X on system Y?
– Who approves accounts?
This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the Service Transition Self Assessment:
Author: Gerard Blokdijk
CEO at The Art of Service | http://theartofservice.com
Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.
To address the criteria in this checklist, these selected resources are provided for sources of further research and information:
Information security External links:
[PDF]TITLE: INFORMATION SECURITY MANAGEMENT …
Federal Information Security Management Act of 2002 – NIST
Title & Settlement Information Security
Central Computer and Telecommunications Agency External links:
Central Computer and Telecommunications Agency | …
Identity management External links:
Colorado Department of Education Identity Management
Login Page – Planned Parenthood Identity Management
identity management jobs | Dice.com
Deming Cycle External links:
Deming Cycle, PDCA | iSixSigma
[PDF]Deming Cycle (PDCA Cycle) – ManagementMania
Deming Cycle – Change Management Consultant
ISO/IEC 27001 External links:
http://ISO/IEC 27001:2013 is an information security standard that was published on the 25th September 2013. It supersedes ISO/IEC 27001:2005, and is published by the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC) under the joint ISO and IEC subcommittee, ISO/IEC JTC 1/SC 27.
Business Service Management External links:
Login – HP Business Service Management
Business Service Management (BSM)
Call centre External links:
Call Centre In Delhi Usa Pharmacy | SecureTabs
i24 Call Management Solutions – Canadian Bilingual Call Centre
Call Centre Helper – Official Site
Business impact analysis External links:
[PDF]Business Impact Analysis – Ohio
https://www.beltss.ohio.gov/forms/BIA Rule pkg 8.pdf
[PDF]Business Impact Analysis – OhioBWC
Business Impact Analysis Worksheet | FEMA.gov
Best practice External links:
What is best practice? – Definition from WhatIs.com
Best Practices — Attorneys Title I North Carolina
[PDF]ALTA BEST PRACTICE POLICIES Our Pledge – Title …
http://www.titlecorockies.com/PDF/Best Practices Pledge 2014m .pdf
Tudor IT Process Assessment External links:
Tudor IT Process Assessment: Third Edition
What is TIPA® (Tudor IT Process Assessment)? – YouTube
Tudor IT Process Assessment – Revolvy
https://www.revolvy.com/topic/Tudor IT Process Assessment
Fishbone diagram External links:
Fishbone Diagram Tutorial – MoreSteam
Fishbone Diagram – 7 Steps to better problem solving
Fishbone Diagram – Official Site
Economic efficiency External links:
Economic Efficiency – Investopedia
[PDF]Economics: Pricing, Demand, and Economic Efficiency
Economic Efficiency – Investopedia
ITIL security management External links:
ITIL Security Management – W3J.Com
ITIL security management
http://The ITIL security management process describes the structured fitting of security in the management organization. ITIL security management is based on the ISO 27001 standard. According to ISO.ORG “ISO/IEC 27001:2005 covers all types of organizations (e.g. commercial enterprises, government agencies, not-for profit organizations).
ITIL Security management | KPI Library
Access and Identity Management External links:
[PDF]Xerox Services Access and Identity Management …
[PDF]Access and Identity Management (AIM) User Guide
[PDF]Conduent Access and Identity Management AIM
Application Performance Management External links:
What is APPLICATION PERFORMANCE MANAGEMENT …
Application Performance Management for Big Data | Unravel
Computer security External links:
Naked Security – Computer Security News, Advice and …
Computer Security | Consumer Information
Avast Store | All Computer Security Products & Services
Service catalog External links:
DISA | Service Catalog
IT Service Catalog
Service Catalog – Technology
Problem Management External links:
ITIL OSA Problem Management Flashcards | Quizlet
ITIL Problem Management | When “Incidents” are Problems
Agile software development External links:
What is Agile? Learn About Agile Software Development
What is Agile Software Development? | Agile Alliance
RoleModel Software – Custom Agile Software Development
W. Edwards Deming External links:
W. Edwards Deming Quotes – BrainyQuote
W. Edwards Deming: The 14 Points – YouTube
The W. Edwards Deming Institute
RACI matrix External links:
[XLS]RACI Matrix – TidyForm.com
[PDF]The RACI Matrix and FICEMS Project Management – …
5 Whys External links:
[PDF]“The 5 Whys” – Massachusetts Department of …
Analysis Tools: The 5 Whys | Manager Tools
5 Whys – Problem-Solving Skills From MindTools.com
Granular configuration automation External links:
Granular Configuration Automation – Techopedia.com
Event Management External links:
Hyatt Event Management System
Superior event management for gamers | Warhorn
Gather – Private Event Management Software for …
Help desk External links:
Spiceworks Help Desk
Enterprise life cycle External links:
Enterprise Life Cycle Management (ELM) – Bay State
Enterprise Life Cycle | Chron.com
Knowledge management External links:
Lucidea | Knowledge Management Software
Home – livepro: Customer Service Knowledge Management
Knowledge management | Customer Engagement …
Performance engineering External links:
Home – Korkar Performance Engineering
Lingenfelter Performance Engineering – Official Site
Hi-Performance Engineering, Inc.
Business case External links:
Creating a Powerful Business Case for HR Technology
What is business case? – Definition from WhatIs.com
Most Important Business Case Studies – Business Insider
Service level External links:
[DOC]Service Level Agreement (SLA) Template
Service Level Agreements – Home | Microsoft Azure
[PDF]Service Level Agreement (SLA) Educationand E & O
IBM Tivoli Unified Process External links:
IBM Tivoli Unified Process (ITUP) Composer User Guide …
IBM Tivoli Unified Process – IT hooldus üle Eesti
[PDF]IBM Tivoli Unified Process (ITUP): Connecting the Dots
IT service management External links:
ServiceAide: ITSM Tools – IT Service Management …
Remedy 9 – IT Service Management Suite – BMC Software
IT Service Management | Availability Management | Optanix
Program management External links:
Sodexo Supplier Diversity Program Management
DoN Consolidated Card Program Management Division
TM Forum External links:
Home | TM Forum Action Week
Home – TM Forum Inform
Home | TM Forum Digital Transformation ME
Configuration management system External links:
RAVE Configuration Management System
Business continuity planning External links:
Business Continuity Planning – BCP
Online Business Continuity Planning – Wells Fargo …
Business Continuity Planning Flashcards | Quizlet
Service Level Agreement External links:
[PDF]Standard Service Level Agreement Form
What is a Service Level Agreement? | Palo Alto Networks
[PDF]Service Level Agreement (SLA) Frequently Asked …
IT Operations Management External links:
IT Operations Management Solution: InsightOps | Rapid7
ITOM | IT Operations Management | ServiceNow ITOM
IT Operations Management Solutions – CA Technologies
Application Services Library External links:
Application Services Library (ASL)
Microsoft Operations Framework External links:
Microsoft Operations Framework
Appendix A – Microsoft Operations Framework
Microsoft Operations Framework 4.0
RPR problem diagnosis External links:
RPR problem diagnosis – WOW.com
RPR problem diagnosis – research.omicsgroup.org
RPR Problem Diagnosis – Dr. Psynso
Application Management External links:
Application Management – Admissions Home
Application Management – Concord University
Enterprise architecture External links:
Enterprise Architecture Standards | CDT
Enterprise Architecture | North Dakota ITD
Enterprise Architecture Center of Excellence
Service portfolio management External links:
Why You Need Service Portfolio Management – Samanage …
ITSCollab: Service Portfolio Management Project …
Service Portfolio Management ? Optimizing IT Business …
Definitive software library External links:
DSL – Definitive Software Library | AcronymFinder
Using CA SCM as a Definitive Software Library
Definitive Software Library – Dave Hawley
IT service continuity External links:
[PDF]IT Service Continuity Management Business Impact …
http://itsm.ucsf.edu/sites/itsm.ucsf.edu/files/ITSM BIA Process v1.2-1.pdf
Project management External links:
CCRS | Project Management Institute
myPMI | Project Management Institute
Certifications | Project Management Institute
Six Sigma External links:
Lean Six Sigma Certification | 6 Sigma Training
Online Lean and Six Sigma Training Videos | Gemba Academy
Six Sigma Certification, Six Sigma, 6 Sigma
Functional Management External links:
CROSS-FUNCTIONAL MANAGEMENT (CFM) – Building a …
Capacity management External links:
Capacity management review. (eJournal / eMagazine, …
Capacity Management – Kentucky
Corrective and preventive action External links:
Corrective and Preventive Action | ASQ
Corrective and preventive action
http://Corrective and preventive action (CAPA, also called corrective action / preventive action, or simply corrective action) are improvements to an organization’s processes taken to eliminate causes of non-conformities or other undesirable situations. CAPA is a concept within good manufacturing practice (GMP), and numerous ISO business standards.
Corrective and Preventive Action Plans – Emory University
Definitive Media Library External links:
Definitive Media Library (DML) | BMC Communities
Ishikawa diagram External links:
Ishikawa Diagram – Investopedia
Fishbone Diagram Template – Ishikawa Diagram – Cause …
Access Management External links:
Login – Oracle Access Management 11g
USBank Web Access Management:Authentication Login
UNCG Parking Operations and Campus Access Management