Service transition team - quick introduction v1.0 tj

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Tijs -T.J.- van Velthoven, MBA - AVAILABLE

General introduction to the position and role of the Service Transition Management Team within an IT (Infra) Services Organization. Visit me at https://nl.linkedin.com/in/tijsvanvelthoven for more information

Tecnología

Q U I C K I N T R O D U C T I O N
SERVICE TRANSITION 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)
ConfigurationConfigurationConfigurationConfiguration Mgt.:Mgt.:Mgt.:Mgt.:
1 FTE (Configuration Mgr. reports directly to Mgr. Service Transition)
Service ValidationService ValidationService ValidationService Validation Mgt.:Mgt.:Mgt.:Mgt.:
2 FTE (Service Validation Officer reports directly to Mgr. Service Transition)
2

Service transition team - quick introduction v1.0 tj

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Service transition team - quick introduction v1.0 tj

1. Q U I C K I N T R O D U C T I O N SERVICE TRANSITION TEAM Tijs van Velthoven May, 2015

2. 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

3. 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) ConfigurationConfigurationConfigurationConfiguration Mgt.:Mgt.:Mgt.:Mgt.: 1 FTE (Configuration Mgr. reports directly to Mgr. Service Transition) Service ValidationService ValidationService ValidationService Validation Mgt.:Mgt.:Mgt.:Mgt.: 2 FTE (Service Validation Officer reports directly to Mgr. Service Transition) 2

Service transition team - quick introduction v1.0 tj

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