A three-story building seems pretty tall until somebody builds the Empire State Building next door. Likewise, service must grow and evolve over time if it is to stand eye to eye with business needs. In a post for AXELOS, Adam McCullough shares seven tips to execute a successful service transition project:
- Make a plan.
- Do your due diligence.
- Complete an ROC (rehearsal of concept) drill before full rollout.
- Do outreach.
- Conduct lessons learned.
- Tailor best practices.
- Celebrate success.
Tomorrow’s Service Today
A clear transition plan—consisting of things like the mission, milestones, tools, and a mitigation strategy if things go wrong—is the foundation for everything else that follows. To ensure your understanding of the business is as sound as you think it is, practice due diligence by interviewing select important players and testing your assumptions against their knowledge. Learning that your assumptions are wrong now will be way less costly than learning about it later.
For the ROC drill, McCullough says you can start the transition with a set of sample users, whether volunteers or selected super users:
As well as providing valuable feedback on the transition process, these users, if all goes to plan, will become advocates of the new service. And if the ROC drill does go wrong, they are a voice and a powerful source of front-line insight… For these exercises, I often use scenario-based testing. For instance, for the network convergence project, we presented the scenario and asked each user to do certain tasks. We then evaluated whether they still had the right access and could do what they needed.
Reaching out to affected users about the service change in advance of deployment is critical. If a change is imposed upon them without the accompanying business logic, they are going to get annoyed and fast. In any case, once the service transition has completed, absorb all the lessons learned you can for future use, and celebrate your successes (assuming they exist!). And of course, remember never to be a slave to best practices. Whether you subscribe to ITIL or something else, service can always withstand some adaptation to your specific environment.
You can view the original post here: https://www.axelos.com/news/blogs/march-2017/7-tips-performing-service-transition-effectively