Which of the following areas would technology help to support during the Service Transition phase
of the lifecycle?
1. Data mining and workflow tools
2. Measurement and reporting systems
3. Release and deployment technology
4. Process Design
A.
2, 3 and 4 only
B.
1, 3 and 4 only
C.
1, 2 and 3 only
D.
All of the above
Technology has a major role to play in Service Transition,
and this should be designed in, and mechanisms for
maintaining and maximizing benefit from that technology
must be in place.
There are two ways in which Service Transition is
supported by technology:
Enterprise-wide tools that support the broader systems
and processes within which Service Transition delivers
support
Tools targeted more specifically at supporting Service
Transition or parts of Service Transition.
The following systems, supporting the wider scope, will
provide automated support for some elements of Service
Transition management:
IT Service Management systems:
Enterprise frameworks that provide integration
capabilities to integrate and link in the CMDB or
tools
System, network and application management
tools
Service dashboards and reporting tools
Specific ITSM technology and tools that cover:
Service Knowledge Management System
Collaborative, content management, workflow tools
Data mining tools
Extract, load and transform data tools
Measurement and reporting systems
Test management and testing tools
Database and test data management tools
Copying and publishing tools
Release and deployment technology
Deployment and logistics systems and tools.
There are many support tools that can assist Change
Management, Configuration Management and Release
Management. These may come in a variety of
combinations and include:
Configuration Management Systems and tools
Version control tools
Document-management systems
Requirements analysis and design tools, systems
architecture and CASE tools, which can facilitate
impact analysis from a business perspective
Database management audit tools to track physical
databases
Distribution and installation tools
Comparison tools (software files, directories, databases)
Build and release tools (that provide listings of input
and output CIs)
Installation and de-installation tools (that provide
listings of CIs installed)
Compression tools (to save storage space)
Listing and configuration baseline tools (e.g. full
directory listings with date–time stamps and check
sums)
Discovery and audit tools (also called ‘inventory’ tools)
Detection and recovery tools (where the build is
returned to a known state)
Visualization, mapping and graphical representations
with drill down
Reporting tools including those that access objects
from several databases, providing integrated reports
across systems.