About the Course
Course Duration: 3 days
Exam Fees Included
Price: £995-£1195
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This course leads to the ITIL Certificate – Service Transition. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream or the Service Operations and Service Transition combination course. It is one of the modules that leads to the ITIL Expert Certificate in IT Service Management.
The course covers the management and control of the activities and techniques within the Service Transition stage, but not the detail of each of the supporting processes.
Who is it for?
This course is suitable for individuals who require a detailed understanding of the ITIL Service Transition phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.
It is particularly suitable for: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.
Entry Requirements
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate). Candidates should bring their certificate(s) with them to complete the registration process on the first day of the course.
Exam
The course will consist of formal lecturing, group discussions, in-course assignments, and a practice examination paper. There will be detailed learning activities with evening assignments and the examination (90 minutes) will be held at the end of day three.
Course Objectives
The course covers the management and control of the activities and techniques within the Service Strategy stage, but not the detail of each of the supporting processes.
Syllabus – Key points
Introduction to service transition
- Full understanding of service transition terms and core concepts.
- The context of service transition in relation to all other lifecycle stages
Service transition principles
- Service transition policies, principles and best practices for service transition
- How to use metrics to ensure the quality of a new or changed service
- The inputs to and outputs from service transition as it interfaces with the other service lifecycle phases
Service transition processes
- Service transition principles, techniques and relationships and their application to ensure new, modified or retired services
- A management perspective of the purpose and value of the service transition processes, how they integrate within service transition and how they interface with other lifecycle phases
Managing people through service transitions
- Service transition principles, techniques and relationships and their application to ensure new, modified or retired services
- How to address and manage the communication and commitment aspects of service transition
- How to manage organizational and stakeholder change
- How to develop a stakeholder management strategy, map and analyse stakeholders and monitor changes in stakeholder commitment
Organizing for service transition
- How the technical and application management functions interface with service transition
- The interfaces that exist between service transition and other organizational units (including programmes, projects, service design and suppliers) and the “handover points”
- Service transition roles and responsibilities
- Why service transition needs service design and service operation, what it uses from them and provides to them
Technology Considerations
- Technology requirements that support the service transition stage and its integration into the service lifecycle
- Types of knowledge management, service asset and configuration management and workflow tools that can be used to support service transition
Implementing and improving service transition
- The key activities for introducing an integrated service transition approach into an organization
- The design, creation, implementation and use of service transition in a virtual or cloud environment
Challenges, critical success factors and risks
- Be able to provide insight and guidance for service transition challenges, risks and critical success factors
