Service Transition
Objectives:
Candidates completing the course can expect to gain an understanding of the Service Transition Lifecycle.
This includes:
- competency in the Lifecycle's principles, processes, activities & functions
- an appreciation of the technology considerations for the Lifecycle
- an awareness of the implementation considerations for the Lifecycle
- insight into the operational challenges, risks and critical success factors of the Lifecycle
Audience:
The anticipated audience for this training includes:
- individuals who require a detailed understanding of the Service Transition phase of the ITIL V3 Service Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
- IT professionals working within or about to enter a Service Transition environment, who require an understanding of the concepts, processes, functions and activities involved
- individuals seeking the ITIL Expert certification in IT Service Management
This includes but is not limited to CIOs, Senior IT Managers, IT Managers & Supervisors, IT Professionals and IT Operational Practitioners.
Pre-requisites:
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).
Please note that documentary evidence of this qualification and photographic ID will be required prior to sitting the examination.
Course Structure:
This classroom based course is a mix of lecture and discussion with practical exercises and coursework throughout.
The training includes detailed preparation for the examination which will be held at the end of Day Three.
Examination Format:
A 90 minute, multiple choice paper featuring eight scenario-based, gradient scored questions.
(Each question will have 4 possible answer options, one of which is worth 5 marks (the 'correct' answer), one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks).
In order to qualify for a pass, candidates must achieve a minimum of 28/40 (70%).
Documentation:
Full course documentation is included in the price.
Course Outline:
Introduction to Service Transition (ST)
- service as a concept (the role of utilities, warranties, capabilities & resources)
- service as a value proposition & value composition
- how ST fits into the ITIL Lifecycle
- the main purpose and objectives of ST
- the ITIL processes, functions and roles
- the value to the business
Service Transition Principles
- key policies for ST
- best practice principles of ST
Service Transition Processes
- Transition Planning & Support
- Change Management
- Service Asset & Configuration Management
- Release & Deployment Management
- Service Validation & Testing
- Evaluation
- Knowledge Management
Service Transition related Activities
- managing communications & commitment
- managing organisational & stakeholder change
- organisational roles & responsibilities (including the roles within organisational change)
- planning & implementing organisational change
- assessing organisational readiness & monitoring progress of organisational change
- methods, practices & techniques used in managing change
- stakeholder management
Organising for Service Transition
- roles & responsibilities
- organisational context / structure
- interfacing with other Lifecycle phases
Technology Considerations
- technology requirements that support Service Transition and its Lifecycle integration
Implementation & Improvement Considerations
- introducing Service Transition into an organisation (justification, design)
- managing cultural change, risk and beneficial values
Challenges, Critical Success Factors & Risks
Pre-reading / Preparation:
It is suggested that candidates re-familiarise themselves with the relevant content of their V3 Foundation/Foundation Bridge training prior to attendance.
In addition candidates are encouraged to read the following texts:
- ‘The Official Introduction to the ITIL Service Lifecycle’
- ‘Key Element Guide Suite’
- ‘Service Transition’ Lifecycle
Additional Note:
The course covers the management & control of the activities and techniques within the Service Transition Lifecycle but not the specific detail of each of the supporting processes.
Candidates who require a detailed understanding of the supporting processes within the Lifecycle should look to the ITIL V3 Capability modules.
With the exception of the stated pre-requisites, there is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable.