Wisdom from the ITSM Applicaiton Support Guru


During the Service Transition phase, the  Transition Manager creates and uses an integrated set of transition plans to establish the operational capability and structure of the application support team.  Using these plans, the Transition Manager and the application support team also define a set of work processes to govern how work will be organized and managed as it flows through the team.

The  Transition Manager then defines these work processes and team resources in an appropriate process and work event management tool selected to fit organizaitonal needs.


The following four processes are used by the Transition Manager and the application support team during the Service Transition phase:



  • Documents the standard methods and procedures that will be used to develop and implement all application changes
  • Documents the procedures that will be used by the team to ensure that all changes to service management processes, service assets and configuration items are recorded in the customer’s configuration management system and  application knowledge notebook
  • Documents the procedures to ensure that all changes done by the team will be performed in a way that minimizes risk to the business
  • Documents the procedures that the team will use to assess and evaluate the risks associated with an application change
  • Documents the procedures a team will use to develop contingency plans (back-out plans) for unexpected results from an application change implemented into the production environment


  • Catalog Configuration Items (CIs)—application components (programs, use cases, data structures)—associated with the applications
  • Document the criticality and complexity of application components
  • Document additional items (hardware, software, documentation, personnel) on which the services are dependent
  • Create process controls that the team will use to track Configuration Items (CIs) associated with the application changes


  • Creates the procedures that the team will use to build, test, and bundle application changes into a release package
  • Creates the procedures that the team will use to move application enhancements into the production environment


  • Create the application knowledge notebook that stores critical application knowledge used by the support team and application users
  • Create the operational procedures that the team will use to collect and analyze application change information and knowledge
  • The application knowledge notebook is used to:

▫          Mitigate the risk of staff or application user turnover

▫          Increase accuracy of development and support estimates

▫          Increase speed and accuracy of problem detection and correction

▫          Reduce dependency on knowledge residing solely with specific subject matter experts

▫          Understand and document the critical pressure points within an application

▫          Document change and incident history for the application


Service Transition ensures that an application support team is transitioned into a customer’s environment with minimal risk.  Service Transition is also used to add new services to an existing team’s scope of responsibilities.  The following benefits are delivered by Service Transition:

  • New services are compliant with business and governance requirements
  • Levels of risk during and after the Service Transition are minimized and managed
  • Contingency plans are used to ensure that all disruptions are addressed quickly and effectively
  • Consistency and quality of work products and services delivered by the application support team are improved

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