ITIL® Service Transition

Course Code: 7002

Overview
Schedule classes
What you'll learn
Outline
Prerequisites
Who should attend
Certification

Overview

In this 3-day course participants learn about the principles, concepts, processes and best practices described in the ITIL® service transition core volume. Through a series of lectures and hands-on practical exercises participants will be prepared for the adoption of service management best practices in your organization and for the certification exam.

This course covers the service transition processes, such as, transition planning and support, service asset and configuration management, change management, release and deployment management, knowledge management, change evaluation and service validation and testing.

This course focuses on topics such as service transition principles, organizing for service transition, challenges, risks and key performance indicators.

The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive service transition exam results.

Schedule Classes

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Course Delivery

This course is available in the following formats:

Live Classroom
Duration: 3 days

Live Virtual Classroom
Duration: 3 days

What You'll learn

Review of basic service management concepts
Purpose, objectives, scope and business value of service transition
Service transition interfaces throughout the service lifecycle
Principles of service transition
Transition planning and support
Service asset and configuration management
Change management
Release and deployment management
Knowledge management
Change evaluation
Service validation and testing
Service transition organizational considerations
Automation, tools and technology for service transition
Challenges, risks and critical success factors of service transition

Outline

Module 1: Course introduction

Module 2: Basic concepts of service management

History of ITIL
What is a service?
Utility, warranty and value
Assets, resources and capabilities
What is service management?
Stakeholders
Processes and function
Generic service management roles
The service lifecycle map

Module 3: Introduction to service transition

Purpose of service transition
Objectives of service transition
Scope of service transition
Business value of service transition
Inputs and outputs
- Service transition to service strategy
- Service transition to service design
- Service transition to service operation
- Service transition to continual service improvement

Module 4: Principles of service transition

Defining a formal policy for service transition
Implementing changes through service transition
Adopting a common framework and standards
Maximizing re-use of established processes and systems
Aligning service transition plans with business needs
Establishing and maintaining relationships with stakeholders
Establishing effective controls and disciplines
Providing systems for knowledge transfer and decision support
Planning release packages
Anticipating and managing course corrections
Proactively managing resources across service transitions
Ensuring early lifecycle involvement in the service lifecycle
Providing assurance of the quality of the new or changed service
Proactively improving quality during service transition

Module 5: Transition planning and support

Purpose
Objectives
Scope
Business value
Policies, principles and basic concepts
Activities, methods and techniques
Triggers, inputs, outputs and interfaces
Critical success factors and key performance indicators
Challenges and risks
Roles and responsibilities

Module 6: Service asset and configuration management

Purpose
Objectives
Scope
Business value
Policies, principles and basic concepts
Activities, methods and techniques
Triggers, inputs, outputs and interfaces
Critical success factors and key performance indicators
Challenges and risks
Roles and responsibilities

Module 7: Change management

Purpose
Objectives
Scope
Business value
Policies, principles and basic concepts
Activities, methods and techniques
Triggers, inputs, outputs and interfaces
Critical success factors and key performance indicators
Challenges and risks
Roles and responsibilities

Module 8: Change evaluation

Purpose
Objectives
Scope
Business value
Policies, principles and basic concepts
Activities, methods and techniques
Triggers, inputs, outputs and interfaces
Critical success factors and key performance indicators
Challenges and risks
Roles and responsibilities

Module 9: Release and deployment management

Purpose
Objectives
Scope
Business value
Policies, principles and basic concepts
Activities, methods and techniques
Triggers, inputs, outputs and interfaces
Critical success factors and key performance indicators
Challenges and risks
Roles and responsibilities

Module 10: Service validation and testing

Purpose
Objectives
Scope
Business value
Policies, principles and basic concepts
Activities, methods and techniques
Triggers, inputs, outputs and interfaces
Critical success factors and key performance indicators
Challenges and risks
Roles and responsibilities

Module 11: Knowledge management

Purpose
Objectives
Scope
Business value
Policies, principles and basic concepts
Activities, methods and techniques
Triggers, inputs, outputs and interfaces
Critical success factors and key performance indicators
Challenges and risks
Roles and responsibilities

Module 12: Service transition organizational considerations

Managing communications and commitment
Communications during service transition
Communication planning
Communication strategy
Example communication path
Methods of communication
Motivation and the importance of communication
Managing organization and stakeholder change
The emotional cycle of change
Effective management of change
Stakeholder management
Stakeholder mapping and analysis
Organization, roles and responsibilities
The role of service transition in organizational change
Understanding the organizational culture
Organizational development
Functions
Transition structure for a small organization
Transition structure for a large organization
Organizational context for transitioning a service

Module 13: Automation, tools, technology and implementation considerations for service transition

Knowledge management tools
Collaboration tools
Configuration management system
Introduction to a service transition
Justifying service transition
Designing for service transition
Impact of introducing service transition on existing projects
Cultural change aspects
Risk and value
Integrated approach to service transition processes
Implementing service transition in a virtual or cloud environment
Service transition under difficult conditions

Module 14: Challenges, risks and critical success factors of service transition

Challenges
Risks
Critical success factors

Module 15: Exam review

Module 16: Practice exam

Supporting Material

Each participant receives a copy of the following Kindle books:

Service Transition: Practical Applications of Transition Concepts, Processes and Best Practices
Core Elements of Service Transition
Service Transition Practice Exam Questions – Set 1
Service Transition Practice Exam Questions – Set 2

Prerequisites

To pursue the ITIL Service Transition course, participants need to have the ITIL Foundation certification (v3 or higher). Ideally, two or more years of related work experience is essential. Participants are recommended to read the ITIL Service Transition 2011 Edition before pursuing this course.

Who should attend

The ITIL service transition course is highly recommended for current and aspiring:

IT professionals
Service desk professionals
Business professionals
Executive leadership
Service management professionals
Incident managers
Problem managers
IT governance professionals
Financial management professionals
Business relationship professionals
Service level managers
Service transition professionals
Release and deployment management professionals
Knowledge management professionals
Testing and validation professionals
Change managers
Quality improvement professionals
Anyone interested or involved in application of ITIL and service management best practices

Interested in this course? Let’s connect!

Certification Exam Details

The ITIL® Service Transition certification exam is an 8 question multiple-choice exam. Native English speakers are allowed 1 hour 30 minutes to complete the exam. If English is your second language you are allowed an additional 30 minutes for a total of 2 hours. The exam is gradient-scored, meaning that for each of the 8 questions there are 4 possible answers. Answers award a different number of points based on level of accuracy according to the following scale:

Best answer – 5 points
2nd Best answer – 3 points
3rd Best answer – 1 point
Worst answer – 0 points

A passing score on the exam is 28 or more points out of the 40 possible points, or 70% or above. The ITIL® Service Transition certification is an intermediate-level certification that demonstrates in-depth understanding of the concepts described in the ITIL service transition core book. The exam can be delivered paper-based or online. Upon passing the certification exam, you are awarded 3 credits in the ITIL® certification scheme.