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Instructor Led Training

ITIL® Intermediate: Service Transition

Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants will gain the necessary knowledge enabling them to capture:
• Introduction to Service Transition
• Service Transition Principles
• Management and control of all Service Transition activities
• Service Transition Related activities around communications, commitment and organizational change
• Organizing Service Transition
• Control and coordination of Service Transition technology related activities
• Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks.


The program will cover the following modules:

Introduction
This module introduces the candidate to the concepts and terminology of the Service Lifecycle and the role of ST within the Lifecycle, where the course participants will have the ability to capture, understand and describe:
• Service Transition as a practice
• Service, its value proposition and value composition
• Functions, Processes and Roles
• The purpose, goals and objectives of Service Transition
• The scope of Service Transition and the types of processes used by Service Transition
• The position of Service Transition within the service lifecycle , the interfaces, inputs and outputs
• Potential value to business

Service Transition Principles
This module covers the basic guiding principles of Service Transition, where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
• The concept of service and role of utilities, warranties, capabilities and resources in delivering the service
• The key policies and best practice principles that aid effective Service Transition.

Service Transition Processes
This module covers the managerial and supervisory aspects of the ITIL® processes covered in the Service Transition stage (but excludes the day to day operation of the processes which are primarily covered in the Release, Control and Validation module); where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
• Transition Planning and Support
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Service Validation and Testing
• Evaluation
• Knowledge Management

Service Transition related activities
This module provides a high-level view of the communications and stakeholder management activities which support Service Transition; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
• Managing Communications and Commitment
• Managing Organizational and Stakeholder Change
• Organizational roles, responsibilities and Service Transitions Roles within organizational change
• Planning and Implementing organizational change, and the outputs from other lifecycle stages which assist with managing organizational change
• Assessing organizational readiness for and monitoring progress of organizational change
• Methods, practices and techniques used in managing change
• Stakeholder Management

Organizing for Service Transition
This module considers the roles and responsibilities appropriate within Service Transition and the Service Transition focused capabilities. It will also cover possible Service Transition organizational structures and their applicability to different circumstances; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
• Service Transition Roles and Responsibilities
• Organizational context for Service Transition
• The relationship of Service Transition with other lifecycle phases

Consideration of Technology
This module covers technology considerations for Service Transition; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
• Technology requirements for Service Transition that support Service Transition as a whole and, support Service Transition’s integration into the whole lifecycle.

Implementation and improvement of Service Transition
This module covers the implementation and improvement of Service Transition in an organization; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
• The stages of introducing Service Transition to an organization including:
o Justification
o Design
o Management of cultural change and risks and beneficial values
• Measurements through analyzing critical success factors and key performance indicators
• Challenges, pre-requisites for success and risks that affect the likely viability of new and changed services.
• Challenges facing service transition and the external factors that affect the approach to service transition

Summary, Exam Preparation and Directed Studies
This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes.
 

Course Registration

 

3 days
$2,625.00

 

Course Outline

 

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