362 Extremely Powerful Service Transition Questions You Do Not Know

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 362 essential critical questions to check off in that domain.

The following domains are covered:

Business impact analysis, Application Management, Change request, Central Computer and Telecommunications Agency, Corporate governance of information technology, Information security, ISO/IEC 27001, Information Management, Call center, Access and Identity Management, Application Services Library, Capacity management, Financial management for IT services, Cabinet Office, Fishbone diagram, Computer network, IT Service Management Forum, HM Treasury, Underpinning contract, Demand management, The Stationery Office, Help desk, Corrective and preventive action, Program management, Identity management, Functional Management, Business continuity planning, Incident Management, Software metric, Joint venture, Configuration item, Service level, Information and Communication Technology, IBM Tivoli Unified Process, IT Operations Management, Microsoft Operations Framework, IT service continuity, Request Fulfillment, Business Process Framework, Business Service Management, Risk analysis, Release management, Service Level Agreement, RACI matrix, TM Forum, Service level requirement, Call for bids, Granular configuration automation, ICT infrastructure, Agile software development, Enterprise life cycle, Primary support level, Six Sigma, Software asset management, Definitive Media Library, ITIL security management, Goal setting, Deming Cycle, Information Technology Infrastructure Library, Definitive software library, W. Edwards Deming, Knowledge management, Information and communication technologies, Tertiary support level, 5 Whys, ISO/IEC 27002, Economic efficiency, Enterprise architecture, Change management, Business Information Services Library:

Business impact analysis Critical Criteria:

Unify Business impact analysis strategies and look at the big picture.

– 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?

– What are your most important goals for the strategic Service Transition objectives?

– What is the purpose of Service Transition in relation to the mission?

– What is our Service Transition Strategy?

Application Management Critical Criteria:

Wrangle Application Management strategies and pioneer acquisition of Application Management systems.

– What are our best practices for minimizing Service Transition project risk, while demonstrating incremental value and quick wins throughout the Service Transition project lifecycle?

– What vendors make products that address the Service Transition needs?

– How do we Lead with Service Transition in Mind?

Change request Critical Criteria:

Infer Change request tactics and shift your focus.

– Does the suggested change request have a significant negative impact on completed project work without a commensurate benefit to the product or project?

– Does the suggested change request support a mandate that was not in place when the projects original scope was complete?

– What tools do you use once you have decided on a Service Transition strategy and more importantly how do you choose?

– Will the product of the project fail to satisfy customer requirements if the change request is not executed?

– Will the product of the project fail to satisfy customer requirements if a change request is not executed?

– Can agile methods be used effectively for evolving a system in response to customer change requests?

– Does the suggested change request represent a desired enhancement to the products functionality?

– Does a suggested change request represent a desired enhancement to the products functionality?

– Does the suggested change request seem to represent a necessary enhancement to the product?

– Is the requested change request a result of changes in other project(s)?

– Will the project fail if the change request is not executed?

– How is the value delivered by Service Transition being measured?

– Is impact analysis performed for all change requests?

– Why is Service Transition important for you now?

Central Computer and Telecommunications Agency Critical Criteria:

Paraphrase Central Computer and Telecommunications Agency issues and report on the economics of relationships managing Central Computer and Telecommunications Agency and constraints.

– What are your current levels and trends in key measures or indicators of Service Transition product and process performance that are important to and directly serve your customers? how do these results compare with the performance of your competitors and other organizations with similar offerings?

– Is maximizing Service Transition protection the same as minimizing Service Transition loss?

– Have all basic functions of Service Transition been defined?

Corporate governance of information technology Critical Criteria:

Administer Corporate governance of information technology issues and assess and formulate effective operational and Corporate governance of information technology strategies.

– How can you negotiate Service Transition successfully with a stubborn boss, an irate client, or a deceitful coworker?

– What are internal and external Service Transition relations?

– How would one define Service Transition leadership?

Information security Critical Criteria:

Grasp Information security leadership and learn.

– Does mgmt communicate to the organization on the importance of meeting the information security objectives, conforming to the information security policy and the need for continual improvement?

– Has the organization established an enterprise-wide business continuity/disaster recovery program that is consistent with requirements, policy, and applicable guidelines?

– 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?

– Are Human Resources subject to screening, and do they have terms and conditions of employment defining their information security responsibilities?

– Do suitable policies for the information security exist for all critical assets of the value added chain (indication of completeness of policies, Ico )?

– If a survey was done with asking organizations; Is there a line between your information technology department and your information security department?

– Are information security roles and responsibilities coordinated and aligned with internal roles and external partners?

– Is there a consistent and effective approach applied to the mgmt of information security events?

– Ensure that the information security procedures support the business requirements?

– : Return of Information Security Investment, Are you spending enough?

– Is information security an it function within the company?

– What is the main driver for information security expenditure?

– Conform to the identified information security requirements?

– What is the goal of information security?

ISO/IEC 27001 Critical Criteria:

Chat re ISO/IEC 27001 projects and finalize the present value of growth of ISO/IEC 27001.

– Who will be responsible for deciding whether Service Transition goes ahead or not after the initial investigations?

– Does our organization need more Service Transition education?

– What are the short and long-term Service Transition goals?

Information Management Critical Criteria:

Administer Information Management planning and simulate teachings and consultations on quality process improvement of Information Management.

– For your Service Transition project, identify and describe the business environment. is there more than one layer to the business environment?

– What is the difference between Enterprise Information Management and Data Warehousing?

– Is Service Transition Realistic, or are you setting yourself up for failure?

– How is Business Intelligence and Information Management related?

– How do we manage Service Transition Knowledge Management (KM)?

Call center Critical Criteria:

Probe Call center tasks and adjust implementation of Call center.

– 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?

– What proportion of Customer Service calls chats could present day AI technology resolve without assistance in principle?

– Think about the functions involved in your Service Transition project. what processes flow from these functions?

– What is the average supervisor to Customer Service representative ratio for a fixed route call center?

– What is the best virtual hosted PBX platform to use for our phone Customer Service team?

– What is the source of the strategies for Service Transition strengthening and reform?

– What are good examples of us utilizing SMS as a Customer Service mechanism?

– Have you integrated your call center telephony to your crm application?

– What are the issues of scaling Twitter for Customer Service?

– What are the pros and cons of outsourcing Customer Service?

– How do companies apply social media to Customer Service?

– Is social media the solution to bad Customer Service?

– Is Twitter an effective Customer Service tool?

Access and Identity Management Critical Criteria:

Grade Access and Identity Management quality and change contexts.

– 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?

– What will be the consequences to the business (financial, reputation etc) if Service Transition does not go ahead or fails to deliver the objectives?

– Have you identified your Service Transition key performance indicators?

Application Services Library Critical Criteria:

Chat re Application Services Library leadership and ask questions.

– 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?

– What potential environmental factors impact the Service Transition effort?

Capacity management Critical Criteria:

Have a meeting on Capacity management management and prioritize challenges of Capacity management.

– What other organizational variables, such as reward systems or communication systems, affect the performance of this Service Transition process?

– Meeting the challenge: are missed Service Transition opportunities costing us money?

– Who will provide the final approval of Service Transition deliverables?

Financial management for IT services Critical Criteria:

Shape Financial management for IT services failures and devise Financial management for IT services key steps.

– How do we Identify specific Service Transition investment and emerging trends?

– Do we all define Service Transition in the same way?

– Are there Service Transition problems defined?

Cabinet Office Critical Criteria:

Explore Cabinet Office projects and modify and define the unique characteristics of interactive Cabinet Office projects.

– Think of your Service Transition project. what are the main functions?

– How to deal with Service Transition Changes?

– How to Secure Service Transition?

Fishbone diagram Critical Criteria:

Check Fishbone diagram quality and develop and take control of the Fishbone diagram initiative.

– Does Service Transition systematically track and analyze outcomes for accountability and quality improvement?

– What are the record-keeping requirements of Service Transition activities?

Computer network Critical Criteria:

Prioritize Computer network adoptions and catalog what business benefits will Computer network goals deliver if achieved.

– Will new equipment/products be required to facilitate Service Transition delivery for example is new software needed?

– Is there a Service Transition Communication plan covering who needs to get what information when?

– Is the illegal entry into a private computer network a crime in your country?

– Are we Assessing Service Transition and Risk?

IT Service Management Forum Critical Criteria:

Prioritize IT Service Management Forum outcomes and learn.

– Who will be responsible for making the decisions to include or exclude requested changes once Service Transition is underway?

HM Treasury Critical Criteria:

Conceptualize HM Treasury risks and devise HM Treasury key steps.

– What are our needs in relation to Service Transition skills, labor, equipment, and markets?

– Does the Service Transition task fit the clients priorities?

Underpinning contract Critical Criteria:

Read up on Underpinning contract tactics and catalog Underpinning contract activities.

– How do senior leaders actions reflect a commitment to the organizations Service Transition values?

– In what ways are Service Transition vendors and us interacting to ensure safe and effective use?

– Is Supporting Service Transition documentation required?

Demand management Critical Criteria:

X-ray Demand management outcomes and interpret which customers can’t participate in Demand management because they lack skills.

– How do you determine the key elements that affect Service Transition workforce satisfaction? how are these elements determined for different workforce groups and segments?

– Where do ideas that reach policy makers and planners as proposals for Service Transition strengthening and reform actually originate?

– Which are the key performance indicators for Customer Service?

– Is your organization considering or implementing the concept of DevOps?

The Stationery Office Critical Criteria:

Graph The Stationery Office planning and simulate teachings and consultations on quality process improvement of The Stationery Office.

– How do your measurements capture actionable Service Transition information for use in exceeding your customers expectations and securing your customers engagement?

Help desk Critical Criteria:

Gauge Help desk quality and devise Help desk key steps.

– What are your key performance measures or indicators and in-process measures for the control and improvement of your Service Transition processes?

– 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)?

– Complement identity management and help desk solutions with closedloop import and export?

– 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?

– Do Service Transition rules make a reasonable demand on a users capabilities?

– 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?

– Number of password problem help desk calls per month?

– How does the help desk authenticate callers?

Corrective and preventive action Critical Criteria:

Extrapolate Corrective and preventive action issues and catalog Corrective and preventive action activities.

– Think about the people you identified for your Service Transition project and the project responsibilities you would assign to them. what kind of training do you think they would need to perform these responsibilities effectively?

– Is the Service Transition organization completing tasks effectively and efficiently?

– What are the business goals Service Transition is aiming to achieve?

– Are appropriate corrective and preventive actions taken?

Program management Critical Criteria:

Analyze Program management outcomes and learn.

– Have any celebrities or other prominent members of the community expressed an interest in the campaign or the issue being addressed?

– Have consultations with the target group recorded what they see as the barriers and solutions to the issues?

– What sample size will be needed to determine if the program has resulted in significant changes?

– What quality control measures will be used to ensure the program progresses as planned?

– When the raw data is collected, how will the information be coded or transcribed?

– How much time and other resources will be required to market the program?

– Did any other factors have a significant influence on program outcomes?

– Does implementation of project management require a culture change?

– Are the evaluation findings being communicated to the target group?

– What are the disadvantages of proceeding with the planned program?

– Were the program materials culturally appropriate?

– What resources are required to complete each task?

– Can the stakeholders offer any resources in kind?

– Would we know if we were the victim of a breach?

– Does the selection of strategies need reviewing?

– When will the information be collected?

– What is the range of program goals?

– How are the guidelines structured?

– Is piloting needed?

Identity management Critical Criteria:

Systematize Identity management goals and gather Identity management models .

– 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?

– How is the market for identity management evolving in new technologies, market trends and drivers, and user requirements?

– Did we develop our saas identity management solution in house or was it acquired from other vendors?

– How do we measure improved Service Transition service perception, and satisfaction?

– What is the security -life cycle identity management business case?

– 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?

Functional Management Critical Criteria:

Disseminate Functional Management projects and develop and take control of the Functional Management initiative.

– Are there any easy-to-implement alternatives to Service Transition? Sometimes other solutions are available that do not require the cost implications of a full-blown project?

Business continuity planning Critical Criteria:

Audit Business continuity planning projects and find out what it really means.

– What is the role of digital document management in business continuity planning management?

– Are accountability and ownership for Service Transition clearly defined?

– What is business continuity planning and why is it important?

Incident Management Critical Criteria:

Boost Incident Management issues and document what potential Incident Management megatrends could make our business model obsolete.

– What are the top 3 things at the forefront of our Service Transition agendas for the next 3 years?

– Which processes other than incident management are involved in achieving a structural solution ?

– How do mission and objectives affect the Service Transition processes of our organization?

– In which cases can CMDB be usefull in incident management?

– What is a primary goal of incident management?

Software metric Critical Criteria:

Differentiate Software metric risks and define Software metric competency-based leadership.

– What are the best software metrics for discerning Agile (vs. non-Agile) process effects on teams artifacts?

Joint venture Critical Criteria:

Consult on Joint venture results and track iterative Joint venture results.

– How do you incorporate cycle time, productivity, cost control, and other efficiency and effectiveness factors into these Service Transition processes?

Configuration item Critical Criteria:

Review Configuration item governance and catalog what business benefits will Configuration item goals deliver if achieved.

– 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?

– What are the key elements of your Service Transition performance improvement system, including your evaluation, organizational learning, and innovation processes?

– A Configuration Management database (cmdb) can contain different configuration items (cis). Which items would not normally be regarded as a ci?

– During release, do the configuration items used match with the latest version indicated in baseline record?

– Are all requested changes to the configuration items assessed, processed and tracked?

– What: selection of configuration items (what should be managed?

– Are the relationships between configuration items established?

– Which of the entities should be configuration items?

– What are configuration items, baselines, etc. ?

– How will configuration items be controlled?

– How will configuration items be identified?

Service level Critical Criteria:

Familiarize yourself with Service level adoptions and maintain Service level for success.

– 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 are standard financial penalties for violating downtime in a Service Level Agreement?

– What is the process that will be followed to resolve unplanned incidents?

– Do contracts contain adequate and measurable Service Level Agreements?

– Are short calls factored out of the denominator in your service level?

– Are there encryption requirements, especially of off-line copies?

– What are the current Service Level Agreements for break/fix?

– What are the physical location requirements for each copy?

– Are abandons included in your service level denominator?

– What are the costs to provide this level of service?

– What Support/applications are included in this SLA?

– What is the retention period of the data?

– How will the service be delivered?

– What will it take to make it work?

– What to optimise for?

– Who prepares the SLA?

Information and Communication Technology Critical Criteria:

Cut a stake in Information and Communication Technology leadership and diversify disclosure of information – dealing with confidential Information and Communication Technology information.

– Among the Service Transition product and service cost to be estimated, which is considered hardest to estimate?

IBM Tivoli Unified Process Critical Criteria:

Be responsible for IBM Tivoli Unified Process management and mentor IBM Tivoli Unified Process customer orientation.

– What new services of functionality will be implemented next with Service Transition ?

– Are assumptions made in Service Transition stated explicitly?

– How can we improve Service Transition?

IT Operations Management Critical Criteria:

Survey IT Operations Management risks and get the big picture.

– 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?

– 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?

– What are the Essentials of Internal Service Transition Management?

– Do you have a single view into it Service Management?

– Are there recognized Service Transition problems?

Microsoft Operations Framework Critical Criteria:

Conceptualize Microsoft Operations Framework adoptions and explore and align the progress in Microsoft Operations Framework.

– What knowledge, skills and characteristics mark a good Service Transition project manager?

IT service continuity Critical Criteria:

Drive IT service continuity failures and report on developing an effective IT service continuity strategy.

– How do we go about Comparing Service Transition approaches/solutions?

Request Fulfillment Critical Criteria:

Map Request Fulfillment outcomes and get out your magnifying glass.

– How can we incorporate support to ensure safe and effective use of Service Transition into the services that we provide?

– Is there any existing Service Transition governance structure?

Business Process Framework Critical Criteria:

Investigate Business Process Framework management and create Business Process Framework explanations for all managers.

– Consider your own Service Transition project. what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?

– Can we add value to the current Service Transition decision-making process (largely qualitative) by incorporating uncertainty modeling (more quantitative)?

– Which Service Transition goals are the most important?

Business Service Management Critical Criteria:

See the value of Business Service Management outcomes and give examples utilizing a core of simple Business Service Management skills.

– What are the Key enablers to make this Service Transition move?

– What is Effective Service Transition?

Risk analysis Critical Criteria:

Read up on Risk analysis engagements and forecast involvement of future Risk analysis projects in development.

– How do risk analysis and Risk Management inform your organizations decisionmaking processes for long-range system planning, major project description and cost estimation, priority programming, and project development?

– What levels of assurance are needed and how can the risk analysis benefit setting standards and policy functions?

– In which two Service Management processes would you be most likely to use a risk analysis and management method?

– What prevents me from making the changes I know will make me a more effective Service Transition leader?

– How do we do risk analysis of rare, cascading, catastrophic events?

– With risk analysis do we answer the question how big is the risk?

– How do we maintain Service Transitions Integrity?

Release management Critical Criteria:

Consider Release management results and find out what it really means.

– How do these developers concur over long distances in environments where people rarely if ever meet face to face in a virtual organization?

– How do these developers concur over long distances in environments where people rarely if ever meet face to face in a virtual organization?

– In some projects up to 85% of the changes are performed by a small core of developers, what space for innovation is left?

– Does it avoid poorly executed software handoffs between development, testing, and operations?

– Does it Eliminate lengthy email threads trying to achieve change approval?

– Are there any guarantees that the project will ever be completed?

– What do we know about proximity and distance in work groups?

– Do you have existing automation or deployment tools?

– What tools and techniques are use to support these activities?

– When should technology be recycled & re-used ?

– Better, and cheaper than software engineering?

– Who must complete a release management plan?

– How do we know that all tasks are complete?

– Every design decision is technical, or not?

– When is a release management plan used?


– How do we keep improving Service Transition?

– Can you Reduce your release window by 90%?

Service Level Agreement Critical Criteria:

Prioritize Service Level Agreement issues and look at it backwards.

– What is the impact of changing my suppliers and/or their SLAs on my capabilities to meet my SLAs?

– What actions will be taken in the event of a serious disruption?

– What are the costs to the business customer for the service?

– What service(s) are being made available to what customers?

– what is an sla in the context of a website or company?

– What does off-site mean in your organization?

– What services are NOT included?

– How many copies are required?

– Why collaborative management?

– What systems are supported?

– What is Data Protection?

RACI matrix Critical Criteria:

Transcribe RACI matrix issues and frame using storytelling to create more compelling RACI matrix projects.

– How important is Service Transition to the user organizations mission?

TM Forum Critical Criteria:

Paraphrase TM Forum projects and create TM Forum explanations for all managers.

– How do we ensure that implementations of Service Transition products are done in a way that ensures safety?

– Can Management personnel recognize the monetary benefit of Service Transition?

Service level requirement Critical Criteria:

Survey Service level requirement tactics and reduce Service level requirement costs.

– Does Service Transition create potential expectations in other areas that need to be recognized and considered?

– When a Service Transition manager recognizes a problem, what options are available?

– Are there Service Transition Models?

Call for bids Critical Criteria:

Gauge Call for bids tasks and get going.

– Do the Service Transition decisions we make today help people and the planet tomorrow?

– What sources do you use to gather information for a Service Transition study?

Granular configuration automation Critical Criteria:

Discourse Granular configuration automation planning and describe the risks of Granular configuration automation sustainability.

ICT infrastructure Critical Criteria:

Be responsible for ICT infrastructure planning and get going.

– What are the long-term Service Transition goals?

Agile software development Critical Criteria:

Face Agile software development leadership and don’t overlook the obvious.

– The fundamentals of agile software development, agile project management, and evolutionary development have been proven and demonstrated to be highly successful. Are these now preferred in our organization?

– Could Agile Manifesto and agile methods be a good starting point for the corporate venture to start their development effort towards their own, efficient agile in-house software development method?

– How do you take a methodology, like agile development, that basically evolved in small groups and then scale it up so that it works on projects with hundreds of developers and thousands of users?

– How can we fix actual and perceived problems uncovered in ethnographic investigations of Agile software development teams?

– How do agile methods support the principles of Agile Manifesto when using in-house software development methods?

– Is our organization clear about the relationship between agile software development and DevOps?

– Which is really software best practice to us, CMM or agile development?

– How good are the designers and programmers in the development team?

– Which is really software best practice, CMM or agile development?

– What changes need to be made to agile development today?

– Is There a Role for Complex Adaptive Systems Theory?

– What does it mean to scale agile solution delivery?

– If you used Agile in the past, but do not now, why?

– How can a conceptual agile framework be developed?

– What is and why Disciplined Agile Delivery (DAD)?

– How Extreme Does Extreme Programming Have to Be?

– What Can We Learn From a Theory of Complexity?

– What is the expected system lifetime?

– What type of Experience is valuable?

Enterprise life cycle Critical Criteria:

Administer Enterprise life cycle goals and explore and align the progress in Enterprise life cycle.

– What are the success criteria that will indicate that Service Transition objectives have been met and the benefits delivered?

Primary support level Critical Criteria:

Unify Primary support level results and interpret which customers can’t participate in Primary support level because they lack skills.

– How will you know that the Service Transition project has been successful?

Six Sigma Critical Criteria:

Chat re Six Sigma outcomes and look at the big picture.

– What process management and improvement tools are we using PDSA/PDCA, ISO 9000, Lean, Balanced Scorecard, Six Sigma, something else?

– How is Lean Six Sigma different from TOGAF Architecture?

– What will drive Service Transition change?

– How do we go about Securing Service Transition?

Software asset management Critical Criteria:

Discourse Software asset management leadership and find answers.

– 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?

Definitive Media Library Critical Criteria:

Inquire about Definitive Media Library tactics and do something to it.

ITIL security management Critical Criteria:

Communicate about ITIL security management management and gather practices for scaling ITIL security management.

– Who sets the Service Transition standards?

Goal setting Critical Criteria:

Concentrate on Goal setting projects and balance specific methods for improving Goal setting results.

– Do we have past Service Transition Successes?

Deming Cycle Critical Criteria:

Set goals for Deming Cycle projects and oversee Deming Cycle requirements.

Information Technology Infrastructure Library Critical Criteria:

Concentrate on Information Technology Infrastructure Library decisions and pay attention to the small things.

Definitive software library Critical Criteria:

Canvass Definitive software library failures and improve Definitive software library service perception.

W. Edwards Deming Critical Criteria:

Grasp W. Edwards Deming engagements and sort W. Edwards Deming activities.

– Does Service Transition analysis show the relationships among important Service Transition factors?

– How can you measure Service Transition in a systematic way?

Knowledge management Critical Criteria:

Scrutinze Knowledge management strategies and shift your focus.

– Learning Systems Analysis: once one has a good grasp of the current state of the organization, there is still an important question that needs to be asked: what is the organizations potential for developing and changing – in the near future and in the longer term?

– What other jobs or tasks affect the performance of the steps in the Service Transition process?

– In a project to restructure Service Transition outcomes, which stakeholders would you involve?

– What are the best practices in knowledge management for IT Service management ITSM?

– When is Knowledge Management Measured?

– How is Knowledge Management Measured?

Information and communication technologies Critical Criteria:

Gauge Information and communication technologies visions and find answers.

Tertiary support level Critical Criteria:

Grasp Tertiary support level strategies and assess and formulate effective operational and Tertiary support level strategies.

– Who will be responsible for documenting the Service Transition requirements in detail?

– Is Service Transition Required?

5 Whys Critical Criteria:

Guard 5 Whys failures and report on setting up 5 Whys without losing ground.

ISO/IEC 27002 Critical Criteria:

Familiarize yourself with ISO/IEC 27002 projects and adopt an insight outlook.

– Do we aggressively reward and promote the people who have the biggest impact on creating excellent Service Transition services/products?

Economic efficiency Critical Criteria:

Refer to Economic efficiency outcomes and research ways can we become the Economic efficiency company that would put us out of business.

– What are all of our Service Transition domains and what do they do?

– Is the scope of Service Transition defined?

Enterprise architecture Critical Criteria:

Inquire about Enterprise architecture risks and adopt an insight outlook.

– 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?

– 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 the levels and focus right for TOGAF enterprise architecture?

– Are software assets aligned with the organizations 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?

Change management Critical Criteria:

Bootstrap Change management decisions and find out.

– Workforce Change Management How do you prepare your workforce for changing capability and capacity needs? How do you manage your workforce, its needs, and your needs to ensure continuity, prevent workforce reductions, and minimize the impact of workforce reductions, if they do become necessary? How do you prepare for and manage periods of workforce growth?

– The objective of Change Management is to ensure that standard methods and procedures are used, such that changes can be dealt with quickly, with the lowest possible impact on service quality. all changes should be traceable, in other words, one can answer the question, what changed? Do we do this?

– Troubleshooting – are problems related to what is actually changing (the change), to the management of tasks and resources to make the change happen (project management) or to issues relating to employee engagement, buy-in and resistance (Change Management)?

– How should projects be phased to allow adequate time for Change Management and organizational acceptance of the selected technologies?

– Do you have resources, processes, and methodologies in place to provide training and organizational change management services?

– Do you have formalized processes for organizational change management within your organization?

– Does your organization have a preferred organizational change management methodology?

– Are CSI and organizational change underpinned by Kotters change management best practices?

– Do changes in business processes fall under the scope of Change Management?

– How effective is your organization with organizational change management?

– How pro-active is the Organizational Change Management Plan?

– When is Change Management used on a project at which level?

– What is the latest success strategy in change management?

– When is Change Management used on a project?

– What is workplace Change Management?

– Why do we need Change Management?

Business Information Services Library Critical Criteria:

Participate in Business Information Services Library leadership and maintain Business Information Services Library for success.

– Do several people in different organizational units assist with the Service Transition process?

– To what extent does management recognize Service Transition as a tool to increase the results?


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.

External links:

To address the criteria in this checklist, these selected resources are provided for sources of further research and information:

Business impact analysis External links:

Business Impact Analysis Playbook – OCEG

Business Impact Analysis | Home

Business Impact Analysis | Ready.gov

Application Management External links:

Application Management | Ann Arbor | InfoReady

ERP Application Management Services | Tbilisi | Lean Systems

Red Rock, A DXC Technology Company – Application Management

Change request External links:

Medicare Change Request, Replacement and/or Renewal

ISMS Change Request – Google Groups

Change Request for External ICT Organisations | City of Marion

Central Computer and Telecommunications Agency External links:

Central Computer and Telecommunications Agency – wow.com

Corporate governance of information technology External links:

Corporate governance of information technology

Corporate Governance of Information Technology

Corporate governance of information technology

Information security External links:

Information Security Forum – Official Site

Information security: ASD Australian Signals Directorate

Diamond Cyber Security – Intelligent Information Security

ISO/IEC 27001 External links:

ISO/IEC 27001 | APMG International

ISO/IEC 27001 Certification – excelr.com

ISO/IEC 27001:2013 – semagroup.com.au

Information Management External links:

TRIM- Total Record Information Management – YouTube

Archon Gnosis :: Adelaide :: Information Management :: Home

SIMON : Skybridge Information Management Online Network

Call center External links:

Call Center Calculator: cc-Modeler by KoolToolz

Call Center Scripting Software | CallScripter

fidoTrack – call center portal

Access and Identity Management External links:

Access and Identity Management (AIM) | Jisc community

SAMS Sigma leading access and identity management | HighWire

Access and Identity Management Process Testing – OWASP

Application Services Library External links:

Application Services Library (ASL)

ASL (Application Services Library) | IT Knowledge Portal

Application Services Library (ASL®) – Mirosław Dąbrowski

Capacity management External links:

Aggregate Capacity Management – Investopedia

91 Capacity Management Jobs in Melbourne | Adzuna

Video: Simplify IT resource capacity management (2:20)

Financial management for IT services External links:

Financial Management for IT services by Ivan Flores on Prezi

Cabinet Office External links:

Cabinet Office (@CabinetOffice) | Twitter

Cabinet Office CO (16) 3

Cabinet Office – Cabinet and the Assembly

Fishbone diagram External links:

fishbone diagram – Wiktionary

Fishbone Diagram – curriculum.edu.au

Copy of Fishbone Diagram by Diana Miller on Prezi

Computer network External links:

Computer Network Icons – Shutterstock

Jigsaw Technology – Software Computer Network Support

What is a Computer Network ? – Definition from Techopedia

IT Service Management Forum External links:

IT Service Management Forum – Yell.com

ITSMF, the IT Service Management Forum

IT Service Management Forum – world.secondlife.com

HM Treasury External links:

HM Treasury (@hmtreasury) | Twitter

The Green Book by HM Treasury – issuu

HM Treasury – Official Site

Underpinning contract External links:

ITIL Definition: Underpinning Contract (v2, v3)

what is Underpinning contract ? | ServiceNow Community

What Is an Underpinning Contract? | eHow

Demand management External links:

Sydney Airport Demand Management Regulations 1998

Demand management – Jemena

CitiPower and Powercor – Our services – Demand management

The Stationery Office External links:

Records of the Stationery Office | The National Archives

Contact us | TSO (The Stationery Office)


Help desk External links:

Trainz Support – Powered by Kayako Help Desk Software

SysAid Help Desk Software

Links Modular Solutions – Powered by Kayako Help Desk Software

Corrective and preventive action External links:

Corrective and Preventive Action (CAPA) – YouTube

Corrective and Preventive Action Agenda – SAI Global

EMS-013-FRM-001 Corrective and Preventive Action Request Form

Program management External links:

Program management – ANU

Prepaid Ventures – Program Management, Prepaid Cards

Definition : What is Program Management – pcubed.com

Identity management External links:

Oracle Identity Management Documentation

Oracle® Identity Management

Optimal IdM | Custom Identity Management

Functional Management External links:

Functional Management Consulting – Apples & Oranges Group

What is FUNCTIONAL MANAGEMENT – The Law Dictionary

Business continuity planning External links:

Business Continuity Planning – YouTube

Business Continuity Planning (BCP) Asia

Business Continuity Planning Suite | Ready.gov

Incident Management External links:

VictorOps – DevOps Incident Management & IT Alerting Platform

Incident management software

Level 2 Incident Management Course – FutureWest Institute

Software metric External links:

Home Design Software Metric – astick.store

Home Design Software Metric – vinsic.store

Joint venture External links:

Naval Ship Management (Australia) Joint Venture – UGL Limited

Difference between partnership & joint venture | Quinns

Joint venture legal definition of joint venture

Configuration item External links:

Specifying ownership percentage of a configuration item

Configuration Manager Configuration Item Body Message XML

Prince2: Configuration Item Record | Designed-Solutions

Service level External links:

Service Level Agreement – WC Audio Visual

Service Level Agreements – Home | Microsoft Azure

Service Level Agreements – ELA

Information and Communication Technology External links:

Information and Communication Technology (ICT)

Information and Communication Technology | Grant High School

IBM Tivoli Unified Process External links:

IBM Tivoli Unified Process 7.1 Download (Free trial)

IBM Tivoli Unified Process Composer v2.1 – dougmcclure.net

Ibm tivoli unified process tool Free Download for Windows

IT Operations Management External links:

IT Operations Management – http://kalibre.com.au

IT Operations Management 2020: Shift to Succeed – Gartner

IT Operations Management – BMC Software

Microsoft Operations Framework External links:

Microsoft Operations Framework 4.0

EX0-102 Microsoft Operations Framework, MOFF Exam Training

Microsoft Operations Framework

IT service continuity External links:

IT SERVICE CONTINUITY Withdrawn Nov Longer – health.wa.gov.au

Beating IT service continuity risks | Thought Source

14 IT Service Continuity Management xvid – YouTube

Request Fulfillment External links:

Request Fulfillment questions | ServiceNow Community

ITIL Service Request Fulfillment – BMC Software

Incident Management and Request Fulfillment

Business Process Framework External links:

Siebel Business Process Framework: Workflow Guide – Oracle

JDBC drivers supported by Business Process Framework V4

The Business Process Framework is a business process framework for telecom service providers in the telecommunications industry. The model describes the required business processes of service providers, and defines key elements and how they should interact.
http://Reference: en.wikipedia.org/wiki/Business_Process_Framework_(eTOM)

Business Service Management External links:

HP Business Service Management (BSM) Overview – YouTube

CodeWhite Business Service Management

Login – HP Business Service Management – Empired

Risk analysis External links:

Supply Chain Consulting – Strategy & Risk Analysis | BRI

Risk Analysis Program (RAP) | Cattle Heat Load Toolbox

Design Engineering Risk Analysis | Informa Corporate Learning

Release management External links:

Plutora Enterprise Release Management Tool – Plutora.com

Change vs Release Management – The ITSM Review

Release Management – Salesforce | Copado Solutions – Home

Service Level Agreement External links:

Service Level Agreement – BankSA

Agent Upload Service Level Agreement – About realestate.com.au

SERVICE LEVEL AGREEMENT 2015 -16 27.7.15draft
http://www.publicdefenders.nsw.gov.au/Documents/slalac 2015-16.pdf

RACI matrix External links:

RACI Matrix | Example and Template

RACI Matrix – Project Smart

RACI Matrix – Change management methodology

TM Forum External links:

Global support for TM Forum “City as a Platform” Manifesto

TM Forum – Home | Facebook

Home | TM Forum Action Week

Service level requirement External links:

Service Level Requirement (SLR) definitions – Defined Term

Service level requirement
http://In Software Development / IT, a Service Level Requirement is a broad statement from a customer to a service provider describing their service expectations. A service provider prepares a service level agreement based on the requirements from the customer. For example: A customer may require a server be operational for 99.95% of the year excluding maintenance.

SLR – Service Level Requirement | AcronymAttic

Call for bids External links:

Last call for bids on bankrupt Air Berlin – France – RFI

Report Descriptions | Call For Bids


Granular configuration automation External links:

Granular configuration automation – WOW.com

What does granular configuration automation mean?
http://www.definitions.net/definition/granular configuration automation

What rhymes with granular configuration automation?
http://www.rhymes.net/rhyme/granular configuration automation

ICT infrastructure External links:

ICT Infrastructure Manager – Mercury

Search Ict Infrastructure Project Manager Jobs | Indeed.com

ICT Infrastructure | JB Hi-Fi Solutions

Agile software development External links:

Agile Software Development – Corporate Interactive

What is Agile? Learn About Agile Software Development

What is Agile Software Development? | Agile Alliance

Enterprise life cycle External links:

The Enterprise Life Cycle: Are You Too Late to Change?

Enterprise Life Cycle | Chron.com

Primary support level External links:

Primary support level Topics – topics.revolvy.com
https://topics.revolvy.com/topic/Primary support level&stype=topics

Six Sigma External links:

Register for Lean Six Sigma Professionals

Dr. Mikel J Harry Six Sigma Management Institute Asia

Lean Six Sigma and Change Management Programs

Software asset management External links:

Softline Solutions – Software Asset Management Expert

Software Asset Management – SAM Basics

Healthcare – Software Asset Management

Definitive Media Library External links:

Definitive Media Library – The Art of Service

Definitive Media Library (DML) definitions – Defined Term

DML – Definitive Media Library – Abbreviations.com

ITIL security management External links:

Findings: ITIL Security Management Module Can Add Value

ITIL Security Management – W3J.Com

ITIL security management
http://ITIL security management describes the structured fitting of security into an organization. ITIL security management is based on the ISO 27001 standard. “ISO/IEC 27001:2005 covers all types of organizations. ISO/IEC 27001:2005 specifies the requirements for establishing, implementing, operating, monitoring, reviewing, maintaining and improving a documented Information Security Management System within the context of the organization’s overall business risks. It specifies requirements for the implementation of security controls customized to the needs of individual organizations or parts thereof. ISO/IEC 27001:2005 is designed to ensure the selection of adequate and proportionate security controls that protect information assets and give confidence to interested parties.”

Goal setting External links:

Goal setting | healthdirect

Coaching column – Lachlan Tighe – Goal Setting 24/5

Goal Setting – How To Set Goals Effectively – YouTube

Deming Cycle External links:

Deming Cycle (PDCA Cycle) – ManagementMania

ITIL.org – Deming Cycle

Deming Cycle – websukat.com

Information Technology Infrastructure Library External links:

ITIL – The Information Technology Infrastructure Library

http://sfbay.craigslist.org › east bay › jobs › systems/networking

ITIL – Information Technology Infrastructure Library

Definitive software library External links:

Itil Definitive Software Library – Fuel Mrkt, Inc.

Definitive Software Library Solutions – ashkingroup.com

The Definitive Software Library – imagineers.nl

W. Edwards Deming External links:

The W. Edwards Deming Institute Blog

W. Edwards Deming: The 14 Points – YouTube

W. Edwards Deming | The Economist

Knowledge management External links:

Knowledge Management Officer | See the assignments

Spoke · Intelligent ticketing and knowledge management

MindAppster – Integrative Knowledge Management Experts

Information and communication technologies External links:

Expertise. Information and Communication Technologies (ICT)

Information and Communication Technologies (ICTs)

Aivivid® AB | Information and Communication Technologies

Tertiary support level External links:

Tertiary support level Topics – update.revolvy.com
https://update.revolvy.com/topic/Tertiary support level&stype=topics

5 Whys External links:

5 Whys Problem Solving Templates Description: – Consulting

5 Whys | Lean Leadership Institute

The 5 Whys | TED-Ed

ISO/IEC 27002 External links:

ISO/IEC 27002
http://ISO/IEC 27002 is an information security standard published by the International Organization for Standardization and by the International Electrotechnical Commission, titled Information technology – Security techniques – Code of practice for information security management.

ISO/IEC 27002:2013 Whitepaper by PECB – issuu

ISO/IEC 27002:2013 | IEC Webstore | cyber security, smart city

Economic efficiency External links:

Environmental Effectiveness Economic Efficiency

Open Research: Economic efficiency impacts

Concepts of Economic Efficiency and Educational Production

Enterprise architecture External links:

Enterprise Architecture Professional Journal

PwC Australia – Defence – Enterprise architecture

Enterprise architecture and modeling tool | Avolutions ABACUS

Change management External links:

RACI Change Management Model | RACI Training

Change Management | AIM Education & Training

Culture Transformation and Change Management 2017

Business Information Services Library External links:

Business Information Services Library – WOW.com

Business Information Services Library – Revolvy
https://topics.revolvy.com/topic/Business Information Services Library

BiSL® – Business Information Services Library – Glossary (EN

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