ITIL® v3 Intermediate Qualification: Service Transition

You Will Learn How To

Prepare for and take the ITIL Intermediate Qualification: Service Transition Certification Exam
Outline key activities for Service Transition processes in the context of the Service Lifecycle
Enhance the quality of IT service provision within an organisation
Measure Service Transition processes using critical success factors and key performance indicators

Course Benefits

Successful implementation of ITIL Service Transition best practices enables IT departments to develop capabilities for transitioning new and changed services into operations, ensuring that requirements are effectively realised while controlling the risks of failure and disruption. In this course, you learn how to plan, implement and optimise the Service Transition processes and gain the skills required to take the ITIL Intermediate Qualification: Service Transition Certification Exam.

Who Should Attend

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Transition Certificate. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Workshop Course

In this course, you gain knowledge of the Service Transition processes. Workshops include:

Evaluating Service Transition criteria for a service and business environment
Developing a Change Management process for introduction of a new service
Establishing stakeholder management strategies
Developing and justifying test strategies for new services in a variety of business environments
Specifying tool requirements and implementation success criteria

Important Course Information

Pre-course reading required
Approximately 1 hour of home study each evening
Course fee includes the ITIL Intermediate Qualification: Service Transition Certification Exam
The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day

Exam Entry Criteria

Candidates must hold the ITIL v3 Foundation Certificate or the v3 Foundation Bridge Certificate.

It is also strongly recommended that candidates complete the pre-course work, which includes reading the Key Element Guide Service Transition, reviewing the certification syllabus and reading the ITIL Service Transition book in advance of attending the course.

Course Content

Introduction and Overview

Purpose and goals
Linking Service Transition to other ITIL lifecycle stages
How Service Transition creates business value
Service Transition principles: the concept of service and the role of utilities and warranties

Key Principles of Service Transition

Examining all of the services, their utilities and warranties
Establishing a formal policy and common framework for implementation of all required changes
Supporting knowledge transfer, decision support and the reuse of processes, systems and other elements
Anticipating and managing course corrections
Ensuring involvement of Service Transition requirements throughout the lifecycle

Primary ITIL Processes within Service Transition

Change Management

Managing changes in a controlled and consistent manner with minimum disruption: The Seven Rs
Maintaining standardised methods for efficient and prompt handling of all changes
Optimising business risk

Service Asset and Configuration Management

Identifying, controlling and accounting for service assets and CIs
Recording all changes in the Configuration Management system

Knowledge Management

Enabling informed decision making with a Service Knowledge Management System (SKMS)
The Data-Information-Knowledge-Wisdom structure

Release and Deployment Management

Assembling and positioning all aspects of services into production
Establishing effective use of new or changes services
Delivering changes at optimised speed, risk and cost

Other considerations

Transition planning and support
Service Validation and Testing: the Service V Model
Evaluating performance vs. expectations

Common Service Transition Operational Activities

The nature, purpose and value of supporting Service Transition activities
Managing communications and commitment
Managing organisational and stakeholder change
Stakeholder Management
The role and requirements of Service Transition in other ITIL processes

Organising for Service Transition

Roles and responsibilities
Applying Service Transition to multiple circumstances
Identifying the organisational context

Technology-Related Issues

Defining technology and tool requirements
Analysing the technology requirements for the elements of Service Transition
Supporting Service Transition through technology
Integrating Service Transition into the entire lifecycle
Matching technology to the organisational situation

Implementing and Improving Service Transition

The challenges facing Service Transition
Identifying CSFs and risks that affect the viability of new and changed services
Establishing critical success factors and key performance indicators (KPIs)
Estimating benefits and risks for new or changed services
Incorporating external factors into the analysis

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