Transition Planning and Support Manager

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Transition Planning and Support Management is a discipline in IT service management.

The role of Transition Planning and Support Manager is to ensure the goals of the Transition Planning and Support Management process are achieved. The main objective is to build, test and deliver the capability to provide the services specified by service design and that will accomplish the stakeholders' requirements and deliver the intended objectives.

Contents

The job

The Transition Planning and Support Manager is a position within the scope of Transition Planning and Support Management ITILv3 process.

This document provides a good description of the position but is not complete for every organization. Adjust as necessary.

Position

  • Immediate seniors are the Service Transition Manager.
  • Immediate juniors are the staff triggering the Transition Planning and Support Management process.
  • "Users" are all users of internal and external IT services.
  • "Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
  • "Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.

Production

Key Performance Indicators (KPIs)

  • Plan over predicted scope (resources used) of the Service Transition life cycle phase.
  • Results collected of actual scope (resources used) from previous Transition life-cycle phase.
  • Plan over expected major Transition phases.
  • Projects issued from the process have accountability.

Metrics

  • Number of bypasses of the process
  • Effectiveness of the processes and supporting systems
  • Amount of time used to develop and maintain plans and activities
  • Project and service team satisfaction with the Service Transition practices
  • Incidents against the service

Responsibilities

Transition Planning and Support Manager is responsible for:

Tasks

  • Taking the relevant work and dividing into relevant projects, each with appropriate Business Cases.
  • Planning use of resources in the Transition life-cycle phase.
  • Planning resources needed in Early Life Support projects.
  • Making recommendations for Service Improvement Plans
  • Ensuring the Transition Planning and Support Management process is performed as designed.
  • Developing a Transition Planning and Support Management process model for the role of Incident Manager.
  • Ensuring the Transition Planning and Support Management process is fit for purpose.
  • Ensuring process description meets objectives
  • Ensuring ELS staff from Transition Planning and Support Management in the Service Desk role upon new and updated releases.
  • Sponsorship, design, and continual improvement of the process and its metrics.
  • Following the organization's policies relating to employment.

Personnel

  • Leading and supporting the Transition Planning and Support Management team.
  • Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
  • Understanding the full scope of the Transition Planning and Support Management process.
  • Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
  • Ensuring any disagreements with employees have the opportunity to become RfCs.

Reporting

  • To Process Manager (To ensure optimal process interaction)
  • To Service Transition Manager (To ensure the Transition Planning and Support process is managed in relation to the Transition Planning and Support Management process description)
  • To Service Owner (To improve all Transition Planning and Support Management decisions)
  • To Service Transition Management (For escalation purposes)
  • To ITSG (To ensure all IT goals are aligned to business goals)

Authority

  • Service Design design tools and technology to plan and support Transition.
  • Service Design designs Release and Deployment Models with predefined activities. Any changes to these activities must be transitioned.
  • An escalation procedure to the Service Transition Manager must exist.

Resources

Internal resources

  • The Transition Planning and Support Manager has internal resources available as defined by the organization for process owners.

External resources

  • The Transition Planning and Support Manager has external resources as appropriate to ensure the fulfilment of the objectives of the Transition Planning and Support management process.

Qualifications

It is expected that the Transition Planning and Support Manager has the competence required to competently manage the Transition Planning and Support Management ITILv3 process.

It is expected that he/she constantly acquires knowledge necessary to continually manage the Transition Planning and Support Management ITILv3 process better so that expectations are continually met.

Advancement

As Transition Planning and Support Manager you have the possibility to apply for positions as Service Transitions Manager and other key positions in the Service Transition life cycle phase. You are also encouraged to apply for other positions in Application and Technical Management.

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