Service Lifecycle: Service Transition

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)