Q U I C K I N T R O D U C T I O N

SERVICE TRANSIT ION TEAM

Tijs van Velthoven

May, 2015

WHAT IS ‘SERVICE TRANSITION’

Service Transition Management (in xxx-company excl. Asset Mgt., Knowledge Mgt.)

� Responsible for Processes for Delivery of IT Infra Services

� Coordination / validation (no ‘engineering’ responsibilities)

� Interfacing with entire XXX-company

5 Teams/Processes:5 Teams/Processes:5 Teams/Processes:5 Teams/Processes:

� Change Mgt. Infra - est. 5,500 NSCs/year

� Service Request Mgt. - est. 60,000 SSRs/year

� Release Mgt. - all Global releases to 25,000 devices

� Configuration Mgt. - ownership over CMDB

� Service Validation Mgt. - validation & testing of (Project) deliverables

1

WHO ARE SERVICE TRANSITION MGT.?

Change Mgt. Infra:Change Mgt. Infra:Change Mgt. Infra:Change Mgt. Infra:

� 11 FTE (4 FTE centrally, 7 FTE (spread over 10 people) in Regions)

� Change Mgr. Infra/CAB Infra Chairman

Service Request Mgt.:Service Request Mgt.:Service Request Mgt.:Service Request Mgt.:

� 13 FTE (1 Teamlead, 10 SSR Coordinators & 2 GBO Coordinators)

Release MgtRelease MgtRelease MgtRelease Mgt.:.:.:.:

� 1 FTE (Release Mgr. reports directly to Mgr. Service Transition)

Configuration Configuration Configuration Configuration Mgt.:Mgt.:Mgt.:Mgt.:

� 1 FTE (Configuration Mgr. reports directly to Mgr. Service Transition)

Service Validation Service Validation Service Validation Service Validation Mgt.:Mgt.:Mgt.:Mgt.:

� 2 FTE (Service Validation Officer reports directly to Mgr. Service Transition)

2