ITIL ® Intermediate Service Transition 2011 Edition

Course details

The ITIL® v3 (version 3) ST (Service Transition) course is part of the ITIL® v3 Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® v3 Service Transition Intermediate exam.

Course Outline

1 - COURSE INTRODUCTION

• The term "Service Transition", and how it fits in the overall core ITIL Lifecycle
• The main purpose and objectives of Service Transition
• The ITIL processes primarily covered in Service
• Transition
• The functions within Service Transition
• The value to the business

2 - PRINCIPLES

• Define and implement a formal policy
• Implement all changes to services
• Adopt a common framework and standards
• Maximize re-use of established processes and systems
• Align Service Transition plans with the business needs
• Maintain relationship with stakeholders
• Provide systems for knowledge transfer and decision support
• Assuring the quality of new or changed services
• Plan release and deployment packages
• Proactively improve quality

3 - PROCESSES

• Transition planning and Support
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Service Valuation and Testing
• Change Evaluation
• Knowledge Management

4 - ACTIVITIES

• Communication
• Organizational Change
• Organizational Change Products
• Planning/ Implementing Change
• Resistance to Change
• Stakeholder Management

5 - ORGANIZATION

• Change Management
• Service Asset and Configuration Management
• Service Validation and Testing
• Release and Deployment
• Request Fulfillment
• Service Performance and Risk Evaluation
• Service Knowledge Management

6 - TECHNOLOGY CONSIDERATIONS

• Service Transition support tools
• ITSM Technology
• Knowledge Management tools
• Collaboration - Communities and Workflow Management
• Configuration Management System (CMS)

7 - IMPLEMENTATION AND IMPROVEMENT

• Justifying Service Transition
• Designing Service Transition
• Introducing Service Transition
• Cultural Change
• Risks and Value
• Implementing Challenges, CSFs and Risks
• Service Transition under difficult circumstances

8 - CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS

• Challenges, Critical Success Factors and Risks

9 - EXAM PREPARATION

• Sample Exams
• Feedback
• Recap

Target Audience: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Service Transition phase of the ITIL® core Lifecycle and the affected processes, functions and activities and their application. 

Related Certifications:

• ITIL Intermediate Life Cycle
• ITIL Intermediate Service Transition

Related Exams:

• ITIL Service Transition