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ITIL® Service Transition

Overview

In this 3-day course participants learn about the principles, concepts, processes and best practices described in the ITIL® service transition core volume. Through a series of lectures and hands-on practical exercises participants will be prepared for the adoption of service management best practices in your organization and for the certification exam.

This course covers the service transition processes, such as, transition planning and support, service asset and configuration management, change management, release and deployment management, knowledge management, change evaluation and service validation and testing.

This course focuses on topics such as service transition principles, organizing for service transition, challenges, risks and key performance indicators.

The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive service transition exam results.

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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Course Delivery

This course is available in the following formats:

Live Classroom
Duration: 3 days

Live Virtual Classroom
Duration: 3 days

What You'll learn

  • Review of basic service management concepts
  • Purpose, objectives, scope and business value of service transition
  • Service transition interfaces throughout the service lifecycle
  • Principles of service transition
  • Transition planning and support
  • Service asset and configuration management
  • Change management
  • Release and deployment management
  • Knowledge management
  • Change evaluation
  • Service validation and testing
  • Service transition organizational considerations
  • Automation, tools and technology for service transition
  • Challenges, risks and critical success factors of service transition

Outline

  • History of ITIL
  • What is a service?
  • Utility, warranty and value
  • Assets, resources and capabilities
  • What is service management?
  • Stakeholders
  • Processes and function
  • Generic service management roles
  • The service lifecycle map
  • Purpose of service transition
  • Objectives of service transition
  • Scope of service transition
  • Business value of service transition
  • Inputs and outputs
    • Service transition to service strategy
    • Service transition to service design
    • Service transition to service operation
    • Service transition to continual service improvement
  • Defining a formal policy for service transition
  • Implementing changes through service transition
  • Adopting a common framework and standards
  • Maximizing re-use of established processes and systems
  • Aligning service transition plans with business needs
  • Establishing and maintaining relationships with stakeholders
  • Establishing effective controls and disciplines
  • Providing systems for knowledge transfer and decision support
  • Planning release packages
  • Anticipating and managing course corrections
  • Proactively managing resources across service transitions
  • Ensuring early lifecycle involvement in the service lifecycle
  • Providing assurance of the quality of the new or changed service
  • Proactively improving quality during service transition
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Managing communications and commitment
  • Communications during service transition
  • Communication planning
  • Communication strategy
  • Example communication path
  • Methods of communication
  • Motivation and the importance of communication
  • Managing organization and stakeholder change
  • The emotional cycle of change
  • Effective management of change
  • Stakeholder management
  • Stakeholder mapping and analysis
  • Organization, roles and responsibilities
  • The role of service transition in organizational change
  • Understanding the organizational culture
  • Organizational development
  • Functions
  • Transition structure for a small organization
  • Transition structure for a large organization
  • Organizational context for transitioning a service
  • Knowledge management tools
  • Collaboration tools
  • Configuration management system
  • Introduction to a service transition
  • Justifying service transition
  • Designing for service transition
  • Impact of introducing service transition on existing projects
  • Cultural change aspects
  • Risk and value
  • Integrated approach to service transition processes
  • Implementing service transition in a virtual or cloud environment
  • Service transition under difficult conditions
Each participant receives a copy of the following Kindle books:

  • Service Transition: Practical Applications of Transition Concepts, Processes and Best Practices
  • Core Elements of Service Transition
  • Service Transition Practice Exam Questions – Set 1
  • Service Transition Practice Exam Questions – Set 2
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Prerequisites

To pursue the ITIL Service Transition course, participants need to have the ITIL Foundation certification (v3 or higher). Ideally, two or more years of related work experience is essential. Participants are recommended to read the ITIL Service Transition 2011 Edition before pursuing this course.

Who should attend

The ITIL service transition course is highly recommended for current and aspiring:

  • IT professionals
  • Service desk professionals
  • Business professionals
  • Executive leadership
  • Service management professionals
  • Incident managers
  • Problem managers
  • IT governance professionals
  • Financial management professionals
  • Business relationship professionals
  • Service level managers
  • Service transition professionals
  • Release and deployment management professionals
  • Knowledge management professionals
  • Testing and validation professionals
  • Change managers
  • Quality improvement professionals
  • Anyone interested or involved in application of ITIL and service management best practices

Interested in this course? Let’s connect!

Certification Exam Details

The ITIL® Service Transition certification exam is an 8 question multiple-choice exam. Native English speakers are allowed 1 hour 30 minutes to complete the exam. If English is your second language you are allowed an additional 30 minutes for a total of 2 hours. The exam is gradient-scored, meaning that for each of the 8 questions there are 4 possible answers. Answers award a different number of points based on level of accuracy according to the following scale:

  • Best answer – 5 points
  • 2nd Best answer – 3 points
  • 3rd Best answer – 1 point
  • Worst answer – 0 points

A passing score on the exam is 28 or more points out of the 40 possible points, or 70% or above. The ITIL® Service Transition certification is an intermediate-level certification that demonstrates in-depth understanding of the concepts described in the ITIL service transition core book. The exam can be delivered paper-based or online. Upon passing the certification exam, you are awarded 3 credits in the ITIL® certification scheme.