Introduction

A complete overview of of service transition including all its related activities - how to effectively and efficiently plan, build, test, deploy services into supported environment in order to deliver the expected value to the business.

Course Duration : 4 Days Instructor-Led Classroom Training

Synopsis
Outline
Objectives
Audience
Certification & Exam Info
Prerequisites
Synopsis

This course is relevant for professionals who play a role in developing, implementing, managing and improving IT service quality in order to deliver business value. This is a freestanding qualification and is also part of the ITIL intermediate lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

The purpose of this training module and the associated exam and certificate is, respectively, to impart, test and validate the knowledge on industry practices in service management as documented in the official ITIL Service Transition publication.

Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the classroom training, the certification exam may be taken.

Outline

Introduction to service transition

  • The purpose, scope, objectives and business value of service transition
  • 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 and the effectiveness and efficiency of service transition

Service transition processes

  • The purpose and value of the service transition processes

Managing people through service transition

  • How to address and manage the communication and commitment aspects of service transition
  • How to manage organizational and stakeholder change and develop a stakeholder management strategy

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
  • Service transition roles and responsibilities
  • Why service transition needs service design and service operation

Technology considerations

  • Technology requirements that support the service transition stage and its integration into the service lifecycle
  • Types of service management and workflow tools that can be used to support service transition

Implementation and improvement of service transition

  • The key activities for introducing an integrated service transition approach into an organization

Challenges, critical success factors and risks

  • Be able to provide insight and guidance for transition challenges, risks and critical success factors
Objectives

On completion of this course, the following learning outcomes will be achieved:

  • Introduction to service transition
  • Understanding service transition principles
  • Service transition processes
  • How to manage people through service transitions
  • Organizing for service transition
  • Technology considerations
  • Implementing service transition
  • Challenges, critical success factors and risks
Audience

The target audience for this course and qualification are:

  • IT consultants
  • IT service providers
  • IT senior managers
  • IT managers and supervisory staff
  • IT audit managers
  • IT security managers
  • Service designers
  • IT architects who are involved in the developing, designing, managing, delivering and optimizing IT Services within the organization.
Certification & Exam Info

Participants who successfully complete the course and pass the examination will be recognized as certified with ITIL Service Transition Intermediate Certificate under the AXELOS certification scheme. Delegates who do not attain a passing score for the examination would be awarded a course attendance certificate only

EXAMINATION FORMAT

  • 8 Scenario-based Multiple Choice Questions
  • Gradient scoring system with 5, 3, 1 and 0 marks attributed to each answer
  • 28 marks required to pass (out of 40 available) – 70%
  • 90-minutes duration
  • Closed-book
Prerequisites

Participants wishing to sit the qualification examination must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission

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