{"id":5322,"date":"2015-10-27T19:05:41","date_gmt":"2015-10-27T19:05:41","guid":{"rendered":"https:\/\/multiacademstg.wpengine.com\/20000academy\/?p=5322"},"modified":"2025-07-05T09:20:23","modified_gmt":"2025-07-05T09:20:23","slug":"itil-service-operations-from-development-to-maintenance-without-headaches","status":"publish","type":"post","link":"https:\/\/staging.advisera.com\/20000academy\/blog\/2015\/10\/27\/itil-service-operations-from-development-to-maintenance-without-headaches\/","title":{"rendered":"ITIL Service Operations \u2013 From development to maintenance without headaches"},"content":{"rendered":"<p>I agree that it\u2019s not easy to finish the development of a new service or implement significant change to an existing one. But, once you are finished and ready to go live, i.e., enter the live environment, be careful, because here is where the challenges begin. Let\u2019s consider two (but I\u2019m sure you can find more) reasons for that:<\/p>\n<ol>\n<li>A new service (or major change to an existing one) brings changes to the users. And they are affected by those changes. So, either there will be resistance in usage, or some time will be needed to accept the changes.<\/li>\n<li>Once the service is in the live environment, your maintenance team has to show competence. But, it\u2019s too late to start learning when users start using the service. They have to be competent beforehand.<\/li>\n<\/ol>\n<p>It\u2019s hard to argue with the first reason. But, let me elaborate on the second one. Most organizations provide, and therefore support many <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=sms-related-documents&amp;doc=list-of-services\" target=\"_blank\" rel=\"noopener\">services<\/a> at the same time. But, your users may use only one or just a few of your services. And they do so on a daily basis. That means they become familiar with the service, and learn about the service, very quickly. It would be a problem (for you, of course) if they knew more than you. That means that once the service enters the live environment \u2013 you have to be ready.<\/p>\n<p>Maybe those two items look complex \u2013 that\u2019s not the end of the world. There are several things you can do to improve the performance of your operational teams.<br \/>\n<div id=\"middle-banner\" class=\"banner-shortcode\"><\/div><script>loadMiddleBanner();<\/script><br \/>\n<div id=\"side-banner-trigger\" class=\"banner-shortcode\"><\/div><\/p>\n<h2 style=\"padding-top: 10px; padding-bottom: 10px;\">You are not alone<\/h2>\n<p>Remember the feeling when you arrive at a new location (e.g., some place in another country where you have never been) and that feeling of uncertainty. Well, on your trip as a tourist \u2013 that could be a positive feeling (let\u2019s be honest, it usually is). But, let\u2019s get back to reality.<\/p>\n<p>In my previous blog <a href=\"https:\/\/staging.advisera.com\/20000academy\/blog\/2015\/01\/21\/early-life-support-live-environment-introduction-made-easy\/\">Early Life Support \u2013 Live environment introduction made easy<\/a>\u00a0I explained how your transition team can support you once the service enters the live environment. And that works. I have been a part of such a project, and colleagues who are doing maintenance really need that help.<\/p>\n<p>That was the positive thing about Early Life Support (ELS). The negative? Well, today\u2019s business changes rapidly, and ELS can get into trouble by being too slow to answer the requirements (for fast changes). I would argue \u2013 use it for significant changes. For smaller changes, you need another approach.<\/p>\n<h2 style=\"padding-top: 10px; padding-bottom: 10px;\">And\u2026 the other way around<\/h2>\n<p>Let\u2019s consider what you could do to:<\/p>\n<ol>\n<li>Enter the live environment ready \u2013 meaning, having know-how about those services which you need to support.<\/li>\n<li>Respond to <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=service-design-build-and-transition-processes&amp;doc=request-for-change-and-change-record\" target=\"_blank\" rel=\"noopener\">changes<\/a> faster.<\/li>\n<\/ol>\n<p>Well, sometimes you don\u2019t have the time, or opportunity, to learn by doing. Meaning, once you have the service in the live environment \u2013 you have to be ready. That means that you have to know the service, its service assets, good sides as well as bad sides\u2026 or, you have to have experience. That\u2019s not easy, or at least it sounds like that. But, there is a perfect place where you can gain that experience, i.e., increase your know-how. It\u2019s in the Service Transition (learn more about Service Transition in the article <a href=\"https:\/\/staging.advisera.com\/20000academy\/blog\/2013\/06\/11\/service-transition-itil\/\">Service Transition in ITIL<\/a>)\u00a0phase of your service lifecycle.<\/p>\n<p>What you should do is involve your people from Service Operation (e.g., employees supporting Incident Management, Problem Management, working at the Service Desk, etc.) in the <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=service-design-build-and-transition-processes&amp;doc=release-and-deployment-management-process\" target=\"_blank\" rel=\"noopener\">Release and Deployment Management (RDM)<\/a> process, which is your \u201cexecutive process\u201d (i.e., transitioning from service on paper into something tangible) in the Service Transition phase of the service lifecycle. During RDM, they will have enough time to \u201cplay\u201d with the service and learn all those tiny specifics, which will give them enough knowledge and confidence once the service is in the live environment.<\/p>\n<p>But, that\u2019s not the end of the story. People involved in Service Transition and Service Operation have a lot of practical experience with the services you provide. And that can be reused in previous phases of the service lifecycle. Namely, it\u2019s excellent to have people who have knowledge about any topic you need. But, what adds value is practical experience. So, involve people from Service Operations and\/or Service Transition in earlier phases of the service lifecycle. In such way you will benefit from lessons learned in the live environment (and avoid the same mistakes). But, your people who are maintaining the service once they are operational will start gaining experience even before the service is developed. And that gets them a huge advantage in real life.<\/p>\n<h2 style=\"padding-top: 10px; padding-bottom: 10px;\">The world is round<\/h2>\n<p>It\u2019s not only <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=sms-related-documents&amp;doc=continual-service-improvement-process\" target=\"_blank\" rel=\"noopener\">Continual Service Improvement<\/a> that makes you keeps your eyes on the service all the time. Preparing your supporting organization well before the service enters the live environment means you made your first step on time. But, involving your people from Service Operation and Service Transition in earlier stages of the service lifecycle means that you transformed into a learning organization that not only invests in supporting teams, but also gains benefits from their experience. Having that implemented in new services provides you with self-confidence and your customers with quality in service delivery. And they know how to appreciate that.<\/p>\n<p><em>To implement ISO 20000 easily and efficiently, use our<\/em> <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/\" target=\"_blank\" rel=\"noopener\">ISO 20000 Documentation Toolkit<\/a> <em>that provides step-by-step guidance for full ISO 20000 compliance.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>I agree that it\u2019s not easy to finish the development of a new service or implement significant change to an existing one. But, once you are finished and ready to go live, i.e., enter the live environment, be careful, because here is where the challenges begin. Let\u2019s consider two (but I\u2019m sure you can find &#8230;<\/p>\n","protected":false},"author":32,"featured_media":17316,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[344,498,385,386],"class_list":["post-5322","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-itil","tag-maintenance","tag-service-operation","tag-service-transition"],"acf":[],"_links":{"self":[{"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/posts\/5322","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/users\/32"}],"replies":[{"embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/comments?post=5322"}],"version-history":[{"count":3,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/posts\/5322\/revisions"}],"predecessor-version":[{"id":18513,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/posts\/5322\/revisions\/18513"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/media\/17316"}],"wp:attachment":[{"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/media?parent=5322"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/categories?post=5322"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/tags?post=5322"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}