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Service Lifecycle: Service Transition

Certification Program (ST)

Learn the management techniques and process oriented methods to enable a smooth transition of services aligning with the overall business objectives.

Schedules Play Course Overview

Overview


Service Transition is a set of process and guidelines which ensures that any changes to services or the Service Management Processes are carried out in a coordinated and seamless manner so as to integrate with the overall business objectives. As one of the modules in the ITIL® Intermediate Lifecycle stream that leads to the ITIL® Expert Certificate in IT Service Management qualification, the ITIL® Intermediate Service Transition (ST) certification focuses on key management and process oriented techniques that help plan and manage the new transitions and any associated risks and challenges. Understanding these techniques can help individuals manage changes with a certain degree of flexibility and ultimately help organizational processes align with user expectations and business strategy.

This intensive examination is a reflection of your knowledge of industry best practices in service transition as documented in the ITIL® Service Transition publication. Xebia Academy’s workshop is aimed at preparing you for this exam with in-depth courseware and coaching by industry experts who will familiarize you with the tips and tricks to clear the exam at the first go. Enrol today and start the process of becoming an ITIL® expert.

Course Curriculum


  • Service Transition

    • Purpose and Objectives
    • Scope
    • Business Value
    • Context
    • Processes
  • Service Transition Principles

    • Policies
    • Define and Implement a Formal Policy
    • Implement All Changes to Services
    • Adopt a Common Framework and Standards
    • Maximize Reuse of Established Processes and Systems
    • Align Plans with the Business Needs
    • Establish and Maintain Relationships with Stakeholders
    • Establish Effective Controls and Disciplines
    • Provide Systems for Knowledge Transfer and Decision Support
    • Plan Release Packages
    • Anticipate and Manage Course Corrections
    • Proactively Manage Resources Across Service Transition
    • Ensure Early Involvement in the Service Lifecycle
    • Provide Assurance of the Quality of the New or Changed Service
    • Proactively Improve Quality During the Service Transition
    • Optimizing Performance
    • Inputs and Outputs by Lifecycle Stage
  • Transition Planning and Support

    • Purpose and Objectives
    • Scope of Transition Planning and Support
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs
    • Process Interfaces with Transition Planning and Support
    • CSFs and KPIs
    • Challenges and Risks
    • Roles and Responsibilities
  • Service Asset and Configuration Management

    • Purpose and Objectives
    • Scope of Service Asset and Configuration Management
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs
    • Process Interfaces with Service Asset and Configuration Management
    • CSFs and KPIs
    • Challenges and Risks
    • Roles and Responsibilities
  • Change Management

    • Purpose and Objectives
    • Scope of Change Management
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs
    • Process Interfaces with Change Management
    • CSFs and KPIs
    • Challenges and Risks
    • Roles and Responsibilities
  • Change Evaluation

    • Purpose and Objectives
    • Scope of Change Evaluation
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Key Terminology
    • Activities, Methods, and Techniques
    • Trigger, Inputs, and Outputs
    • Process Interfaces with Change Evaluation
    • CSFs and KPIs
    • Challenges and Risks
    • Roles and Responsibilities
  • Release and Deployment Management

    • Purpose and Objectives
    • Scope of Release and Deployment Management
    • Business Value
    • Policies and Principles
    • Basic Concepts
    • Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs
    • Process Interfaces with Release and Deployment Management
    • CSFs and KPIs
    • Challenges and Risks
    • Roles and Responsibilities
  • Service Validation and Testing

    • Purpose and Objectives
    • Scope of Service Validation and Testing
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Activities, Methods, and Techniques
    • Trigger, Inputs, and Outputs
    • Process Interfaces with Service Validation and Testing
    • CSFs and KPIs
    • Challenges and Risks
    • Roles and Responsibilities
  • Knowledge Management

    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs
    • Process Interfaces with Knowledge Management
    • CSFs and KPIs
    • Challenges and Risks
    • Roles and Responsibilities
  • Managing People and Organizing for Service Transition

    • Managing Communications and Commitment
    • Managing Organizational and Stakeholder Change
    • Organizational Development
    • Functions
    • Organizational Context for Transitioning A Service
  • Technology and Implementation Considerations

    • Knowledge Management Tools
    • Collaboration
    • Configuration Management System
    • Integrated Approach to Service Transition Processes
    • Implementing Service Transition in a Virtual or Cloud Environment
  • Service Transition Challenges, Risks, and CSFs

    • Challenges
    • Risks
    • CSFs
    • External Factors
  • Exam Preparation/Mock Exam

Prerequisite


In order to attend the workshop, you must have:

  • ITIL Foundation Certificate in IT Service Management or an earlier ITIL (V2) Foundation plus Foundation Bridge

In order to appear for the examination participants must:

  • Have completed an accredited 21-hour course from an ITIL® Accredited Training Provider.
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications)

Certification


In order to achieve ITIL® Intermediate Service Transition certification, candidates must appear for the exam and gain 70% pass mark.

The Exam:

  • 90 minute ‘closed book’
  • Eight multiple choice, scenario-based questions
  • Pass mark is 70% (28/40)

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