ITSM Service Transition

by Elina D

ITSM Service Transition is the third stage in the ITSM v3 lifecycle-based model, which focuses on transitioning services from the design stage to the operations stage.

ITIL Service Transition

ITSM Service Transition

ITSM service transition process

ITSM service transition has the processes as mentioned below:

  • Change management
  • Change evaluation
  • Release and deployment management
  • Service asset & configuration management
  • Knowledge management
  • Transition planning and support
  • Service validation and testing

Change management:

Defines a standard procedure for managing the lifecycle of change requests, categorized into phases as registration & categorization, risk and impact assessment, approval, and deployment. Changes are generally classified into regular, standard, and emergency changes.

Release and deployment management:

Defines a standard procedure for managing the lifecycle of release requests, categorized into phases like planning, build and test, deployment, early life support, and closure. Release types can be classified into two types the big-bang & phased approaches.

Knowledge management:

Defines a standard procedure for creating and managing the knowledge articles, which can be categorized into phases as creation, editorial review, technical review, and publication.

Service asset and configuration management:

Defines a standard procedure for managing the lifecycle of CI’s, which can be categorized into phases as management and planning, CI identification, CI control, CI status accounting, and reporting, and CI verification and audit.

Transition planning and support:

Defines a standard procedure for planning and coordinating the resources needed for transition.

Service validation and testing:

Defines a standard procedure for validating and testing; here, different types of testings are performed based on the services’ scope.

Change evaluation:

Defines a standard procedure for evaluating the changes.

ITIL service transition ensures the testing is done thoroughly on the designed and developed services in the service design stage.


  • Ensure thorough planning, coordination of resources, and capabilities while transitioning the designed services.
  • Ensure thorough risk and impact analysis, testing, deployment, and early life support for the transitioned services.
  • To prepare enough knowledge and reference materials for the new or changed services.
  • To ensure all the latest and changed services and their associated CI’s

    are updated in the CMDB.


  • SDP


  • Test plans & results
  • Updated CMDB
  • Approved changes
  • Deployed releases
  • Published knowledge articles

Roles and Responsibilities

Primary roles needed for service transition are:

  • Process owners
  • Change manager
  • Change analysts
  • Release and deployment manager
  • Build and test analyst
  • Service validation and test manager
  • Knowledge manager
  • Knowledge analysts
  • Service asset and configuration manager
  • Service asset and configuration analysts
  • Transition planning and support manager

Process owner:

  • Define the Business Case for the respective process
  • Ensure end-to-end responsibility for the respective process
  • Ensure that the respective process is fit-for-purpose
  • Ensure that there is an optimal fit between people, process, and technology
  • Ensure that proper Key Performance Indicators (KPIs) are set
  • Ensure that reports are produced, distributed, and used

Process manager:

  • Ensure that the respective process is conducted correctly
  • Ensure that the process KPIs are met
  • Ensure that the process operates effectively and efficiently
  • Ensure that process management staff are empowered in their jobs
  • Ensure that process, procedure, and work instruction documentation is up-to-date.

Process analyst:

  • Be the operational process executer for his or her specific IT service, technology platform, or organizational entity.
  • Enter all relevant details into the change/CI/ release/ etc. record and ensure that this data is accurate
  • Ensure that the process is used correctly within all departments
  • Be informed of the objectives and activities of all support groups.
  • Ensure correct closure and evaluation of change/ release / knowledge/ etc.