Understanding the Need for Service Design and Transition Process - ISO 20000

by Maya G

A service-oriented IT organisation has five stages in its lifecycle – service strategy, service design, service transition, service operation, and continual service design. The Service Design and Transition Process - ISO 20000 ensures that the best service is rendered to the customers. Ignoring this stage has multiple complications, and you need to know why this stage can change the game for your organisation.

Service Design and Transition Process

What are the Processes of Service Design and Transition?

Even though different enterprises have unique goals, needs, and strategies, the Service Design and Transition Process - ISO 20000 remains more or less the same. The sub-process involved here are:

  • Design coordination support to coordinate and develop the service design resources and skills. This ensures that a steadfast and reliable approach is uniformly taken over the service transition projects.
  • The next sub-process is service design planning, where in-depth plans of all design activities are made. Detailed plans for activities are a must to ensure that all relevant topics regarding the organisation and transition process are considered.
  • Following this, coordination and monitoring are done to prioritise the design activities. Here, the viability of any new or existing services is also analysed.
  • Technical and organisational service design is done to ascertain if a new service can be provided from the IT team’s perspective. The technical infrastructure and the required organisational changes are assessed for this purpose.
  • The suggestions made are submitted for a final review. Suppose the suggestions need not be worked on anymore. In that case, they are implemented in the organisation with a formal Request for Change.

What Does It Do and Who Is It For?

Starting with the service strategy stage, most businesses skip over to the implementation stage, overlooking the design and transition stage in the process. This abrupt jump that organisations make primarily results in customers being unhappy with the level of service they receive.
Other complications that arise from this include the constant need for last-minute fixes to ensure that the service process and workflow remain smooth, the need for modification and feature enhancement after implementing service strategies, and additional training for the IT team to assist effectively. In short, only poorly planned organisations fail to go through the service design and transition process.

What are the Key Objectives of the Incident Management Process?

Incidents are unavoidable in the lifecycle of an IT service. From communication failures to technical mishaps, incidents may rise from any level of organisational structure. Incidents can appear at the most inconvenient times and disrupt the entire workflow of an organisation. Thus, companies must give more attention to creating Incident Management Processes according to ISO 20000.

Generally, Incident Management Process is aimed to restore the disrupted service to its normal state of operation as soon as possible and to mitigate any incident from impacting the business in adverse ways. Other objectives of the process include:

  • Ensuring that the methods and processes involved meet the standardised requirements. This is essential in guaranteeing that the incident response, analysis, documentation, and management of the incidents are prompt and efficient.
  •  Lining up incidents that occur and prioritising them for management.
  •  Improving the business perception of IT through professional approaches that quickly resolve incidents. Communicating the incidents when they occur is equally important for this objective.
  •  Facilitating communication and improving the visibility of incidents to members of the organisation that are distant from where the incident occurred.
  • Make sure that incident management activities and processes are in line with the goals of the business.
  • Keeping up the quality of the IT service to maintain user satisfaction.

Why is it Important?

Service Design and Transition Process

Waiting for an incident to impact the business to start planning how to manage the effects is a risk that no business should take. Even responding to incidents only after they come up runs a risk of losing valuable data, longer periods of downtime, and negatively impacting customer relations. Being proactive is one way to keep most of the threats at bay. Here are some benefits of the incident management process to suggest why you need to implement them and improve your operations.

Reduces the Impact :

First, a properly established and executed incident management process minimises the impact of an incident. These measures ensure that the damage is contained in the face of an incident and that the maximum risk to the organisation is eliminated. When there are proper procedures for incident management, your IT team can identify the incidents quicker.

Prevents Reoccurrence :

An incident cannot always be considered the worst thing to happen to a systems management service. However, the same incident appearing time and again might call the credibility and reputation of the service into question. Incident management processes are proficient in preventing the reappearance of an incident or similar ones.

Sometimes, an incident can indicate an underlying problem that needs correction. Routine fixes after incidents can help improve the overall functioning of an organisation. A proper incident management process can help your IT team fine-tune alerts to catch incidents that pose threats before they make an impact.

Avoid Large-Scale Security Violations :

Some major incidents can result in full-blown security breaches. This is an outcome that will negatively impact the privacy of your clients and the reputation of your organisation and overload your team with work. Incident management calls for alerts that notify organisations if a major threat is caught on their radar. Such notifications can allow you to address the incident and mitigate the risk. Preventing damage is always better than containing it.

Incident management simplifies so much for a service-oriented IT organisation. Regardless of the size of the incident, maintaining security while complying with international standards can protect your organisation and improve its operation. Despite all the preventative measures, incident management processes promise quick cleanup if an incident occurs.

Summing It Up

The Service Design and Transition Process - ISO 20000 is an integral standard that every service-based IT organization must aspire to meet. Spending enough time and resources to get the service design process right can be highly rewarding. The careful curation of the transition process enables seamless implementation of the service. Creating smooth service design and transition processes that improve the organization's incident management can help conserve financial capital and customer satisfaction without trouble.

ISO 20000 Implementation toolkit