SST.SP 1.2 Develop Service System Transition Plans

For each specific transition of the service system, a plan is established that encompasses all activities from accepting service system components to resolution of impacts on end users and the delivery environment. A transition plan should identify all activities and resources that are required for a specific transition.

The following should be included in transition plans when appropriate:

• Identification of service system components ready for transition
• Deployment type (e.g., new, replacement, retirement)
• Acquisition approach
• Installation and integration of service system components within the delivery environment
• Identification and resolution of warranty considerations
• Phasing of deployment over time that satisfies operational dependencies between service system components
• Deployment acceptance criteria
• Resource constraints and restrictions
• Initial provisioning of consumables
• Rollback (or backout) procedures to “undo” the transition and restore the delivery environment to its former stable operating status
• Training of service delivery and support staff
• Communication of transition status and service changes to relevant stakeholders

The depth of a transition plan should be appropriate for the type of transition and the criticality of the components going through transition. For example, the transition of new business critical components can require detailed plans and schedules, risk assessment, deployment back-out procedures, and a formal review of planning materials by relevant stakeholders. Less significant transitions, such as retirement of an outdated service, can need less planning rigor.

If similar transitions were performed in the past, the results of their post-deployment reviews should be considered during transition planning. This information can speed up the planning process and help identify issues that might otherwise be overlooked.

Example Work Products

1. Plans for service system transition

Subpractices

1. Define the deployment approach for each specific service system transition.

Consider the type of deployment (e.g., new installation, replacement, retirement) when defining an approach, taking into account that a transition can include a combination of these types of deployments. Consider priorities and constraints of relevant stakeholders.

Also define a rollback or backout strategy in the event that a deployment is unsuccessful and the service system must be restored to its former state. Include criteria for what constitutes a successful deployment versus when to back out changes.

If a service system is being retired, address topics such as end-user notification, error handling, archival methods, demolition, and recycling.

2. Determine the cost, resources, and schedule required for transition of the service system to a new or changed operational state.

Schedule transition activities in a way that balances work and available resources against customer and end-user needs, including the need to have time to prepare for and conduct the transition. When appropriate, use actual data from similar transitions to estimate cost, resources, and schedule.

3. Identify relevant stakeholders for transition activities.

When identifying transition stakeholders and defining their roles and responsibilities, be sure to consider outsourced stakeholders.

4. Develop a service system transition plan.

Based on the deployment approach and estimates for a transition, document a plan for the transition.

5. Obtain stakeholder commitment to the plan.

Ensure that the service system transition plan is reviewed by relevant stakeholders to obtain buy-in. Respond to review comments.

6. Establish a baseline of the transition plan.

7. If new or significantly changed essential functions are part of a transition, ensure that the service continuity plan is refreshed to include the new essential functions.