Course Description:

This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Service Transition phase of the Service Lifecycle. 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. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

Audience:

The Service Transition Lifecycle course will be of interest to:

  • Individuals who have their ITIL Foundation Certificate who want to purse the intermediate and advanced level ITIL certifications.
  • Individuals who require 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 organization.
  • IT professionals working in or new to a Service Transition environment and requiring a detailed understanding of the concepts, processes, functions and activities involved.
  • Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite
  • A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

Learning Objectives:

At the end of this course, the learner will gain competencies in:

  • Understanding Service Management as a Practice and Service Transition principles, purpose and objective
  • Understanding how all Service Transition processes interact with other Service Lifecycle processes
  • The sub-processes, activities, methods and functions used in each of the Service Transition processes
  • The roles and responsibilities within Service Transition and the activities and functions to achieve operational excellence
  • How to measure Service Transition performance
  • Understanding technology and implementation requirements in support of Service Transition
  • The challenges, critical success factors and risks related with Service Transition

Prerequisites:

Candidates for this course must:

  • Hold an ITIL Foundation Certificate holders of Foundation certificate from an earlier version of ITIL , e.g., earlier ITIL qualifications, must pass the current ITIL Foundation exam before attending this course
  • There is no minimum requirement but a basic IT literacy and around 2 years’ IT experience are highly desirable

Agenda:

Day 1 Day 2 Day 3
1. Introduction 4. Service Transition Processes Part 2 7. Organizing for Service Transition
  5. Service Transition Processes Part 3 8. Technology Considerations
2. Service Transition Principles   9. Implementing and Improving Service Transition
Lunch Lunch Lunch
2. Service Transition Principles 5. Service Transition Processes – Part 3 10. Challenges, CSFs and Risks
3. Service Transition Processes Part 1 6. Managing People Through Service Transition 11. Exam Preparation/Mock Exam
4. Service Transition Processes Part 1   Exam
Homework (Review of the Day’s Materials) Homework (Review of the Day’s Materials)  

Ordering Options:

Description Code
Service Transition Lifecycle Course – Materials printed by ITpreneurs ITL9337MPI
Service Transition Lifecycle Course – Materials printed by partners ITL9337MPP
Service Transition Lifecycle – Online exam ITL9337XO
Service Transition Lifecycle – Paper exam ITL9337XP
Service Transition Lifecycle – Instructor ITL9337I

Course Outline

Course Introduction

Introductions
Course Introduction
Course Learning Objectives
Unique Nature of the Course
Course Qualification Scheme
Course Agenda and Exam details
Course Agenda
ITIL Intermediate Classroom Course
ITIL Intermediate Expert Program Course
ITIL Intermediate Classroom Blended Course
ITIL Intermediate Virtual Classroom Blended Course
Unit 1: Introduction to Service Transition
1.1 Purpose and Objectives
1.2 Scope of and Processes Within Service Transition
1.3 Value to the Business

2.3 Optimizing Service Transition Performance
2.4 Inputs and Outputs
2.5 Group/Individual Exercise
2.6 Sample Test Question
Summary of Unit 2
Unit 3: Service Transition Processes — Part 1
3.1 Transition Planning and Support
3.1.1 Purpose and Objectives
3.1.2 Scope and Value to the Business
3.1.3 Policies, Principles, and Basic Concepts
3.1.4 Process Activities, Methods, and Techniques
3.1.5 Triggers, Inputs, Outputs, and Interfaces
3.1.6 Information Management
3.1.7 CSFs and KPIs
3.1.8 Challenges and Risks
3.2 Change Evaluation
3.2.1 Purpose and Objectives
3.2.2 Scope  and Value to the Business
3.2.3 Policies, Principles,  and Basic Concepts
3.2.4 Process Activities, Methods, and Techniques
3.2.5 Triggers, Inputs, Outputs, and Interfaces
3.2.6 Information Management
3.2.7 CSFs and KPIs
3.2.8 Challenges and Risks
3.3 Group/Individual Exercise
Summary of Unit 3
Unit 4: Service Transition Processes — Part 2
4. 1 Change Management
4.1.1 Purpose and Objective
4.1.2 Scope  and Value to the Business
4.1.3 Policies, Principles,  and Basic Concepts
4.1.4 Process Activities, Methods,  and Techniques
4.1.5 Triggers, Inputs, Outputs, and Interfaces
4.1.6 CSFs and KPIs
4.1.7 Challenges and Risks
4.2 Service Asset and Configuration Management (SACM)
4.2.1 Purpose and Objectives
4.2.2 Scope  and Value to the Business
4.2.3 Policies, Principles,  and Basic Concepts
4.2.4 Process Activities, Methods,  and Techniques
4.2.5 Triggers, Inputs,  Outputs, and Interfaces
4.2.6 Information Management
4.2.7 CSFs and KPIs
4.2.8 Challenges and Risks
4.3 Knowledge Management
4.3.1 Purpose and Objectives
4.3.2 Scope  and Value to the Business
4.3.3 Policies, Principles,  and Basic Concepts
4.3.4 Process Activities, Methods,  and Techniques
4.3.5 Triggers, Inputs, Outputs, and Interfaces
4.3.6 Information Management
4.3.7 CSFs and KPIs
4.3.8 Challenges and Risks
4.4 Group/Individual Exercise
4.5 Sample Test Questions
Summary of Unit 4
Unit 5: Service Transition Processes — Part 3
5.1 Release  and Deployment Management
5.1.1 Purpose and Objectives
5.1.2 Scope and Value to the Business
5.1.3 Policies, Principles, and Basic Concepts
5.1.4 Process Activities, Methods, and Techniques
5.1.5 Triggers, Inputs, Outputs, and Interfaces
5.1.6 Information Management
5.1.7 CSFs and KPIs
5.1.8 Challenges and Risks
5.2 Service Validation  and Testing
5.2.1 Purpose and Objectives
5.2.2 Scope  and Value to the Business
5.2.3 Policies, Principles, and Basic Concepts
5.2.4 Process Activities, Methods,  and Techniques
5.2.5 Triggers, Inputs, Outputs, and Interfaces
5.2.6 Information Management
5.2.7 CSFs and KPIs
5.2.8 Challenges and Risks
5.3 Group/Individual Exercise
5.4 Sample Test Questions
Summary of Unit 5
Unit 6: Managing People Through Service Transition
6.1 Goal
6.2 Managing Communications  and Commitment
6.3 Managing Organizational  and Stakeholder Change
6.3.1 Organizational  and Service Transition Roles  and Responsibilities
6.3.2 Planning  and Implementing Organizational Change
6.3.3 Assessing  and Monitoring Organizational Readiness  and Change Progress
6.3.4 Dealing With The Organization and People in Sourcing Changes
6.3.5 Methods, Practices,  and Techniques Used to Manage Change
6.4 Stakeholder Management
6.5 Group/Individual Exercises
6.6 Sample Test Question
Summary of Unit 6
Unit 7: Organizing for Service Transition
7.1 Organizational Development
7.2 Functions
7.3 Organizational Context for Service Transition
7.4 Service Transition Roles and Responsibilities
7.4.1 Generic Roles
7.4.2 Specific Roles
7.5 Relationship of Service Transition with Other Lifecycle stages
7.6 Group/Individual Exercise
7.7 Sample Test Question
Summary of Unit 7
Unit 8: Technology Considerations
8.1 Service Transition Technology Requirements
8.1.1 Change Management, Configuration Management,  and Release Management Tools
8.1.2 Knowledge Management Tools
8.1.3 Collaboration
8.1.4 Configuration Management System
8.2 Group/Individual Exercise
8.3 Sample Test Question
Summary of Unit 8
Unit 9: Implementing and Improving Service Transition
9.1 Key Activities in the Introduction of Service Transition
9.1.1 Justification
9.1.2 Design
9.1.3 Introducing Service Transition and Managing Cultural Change and Benefits
9.2 An Integrated Approach to Service Transition Processes
9.3 Implementing Service Transition in the Virtual or Cloud Environment
9.4 Group/Individual Exercise
9.5 Sample Test Question
Summary of Unit 9
Unit 10: Challenges, CSFs, and Risks
10.1 Challenges of Service Transition
10.2 Measurement Through CSFs
10.3 Risks During Service Transition and Plan
10.4 Service Transition Under Difficult Conditions
Summary of Unit 10
Unit 11 : Exam Preparation Guide
11.1 Mock Exam 1
11.2 Mock Exam 2

 

 

Ciudad:

Medellín – Colombia

Infórmate con Nosotros!

KAREN PACHECO VALDERRAMA

Celular: 3113644660 Email: karen.pacheco@celeritum.com