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Service Transition - Measurements and Monitoring

Measurements focus on the effectiveness of the transition phase and whether it's meeting its goals. In particular we measure that the resources and costs we put into Transition are providing effectiveness throughout the whole Service Lifecycle.

Typical Service Transition measurements:

  • Operational problems that could have been addressed by transition
  • Reduction in critical or late changes and releases, particularly unplanned work
  • Increased re-use of service assets

Measurements and Monitoring
The Service Transition plan is used as the baseline for measurements and monitoring because it contains the intentions for the transition activities. We have included schedules and time frames in our plans, so during release and deployment we can monitor that things are on track and the transition is proceeding as expected.

Management will be particularly keen to view reports on the transition progress to identify particular bottle necks or weak points that need action. In the real world, the transition plans usually need amending to bring them up to speed with reality. It's not always the case that those plans are still an accurate reflection of reality. A dynamic environment is a typical example, where things are constantly changing and it's very hard to create baselines for scheduled release dates.

See also

  • MTRS - Mean Time to Restore Service
  • MTTR - Mean Time to Repair
  • NPV - Net Present Value
  • FMEA - Failure Models and Effect Analysis

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