ITIL Intermediate Service Lifecycle Service Transition West

Course details

This course is a classroom training relevant for professionals who play a role in developing, implementing and managing IT service quality in order to deliver business value. This course is a free-standing qualification and is also part of the ITIL® intermediate lifecycle stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test and validate the knowledge on industry practices in service management as documented in the official ITIL® Service Transition publication. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the four-day classroom training, the certification exam may be taken.

The ITIL® Service Transition certificate is awarded to candidates passing the examination. Participants will also earn 28 Project Management Institute (PMI) Professional Development Units upon course completion.

COURSE OUTLINE

Introduction to service transition

• The purpose and objectives of service transition
• The scope of service transition and ways that service transition adds value to the business
• The context of service transition in relation to all other lifecycle stages

Service transition principles

• Service transition policies, principles and best practices for service transition
• How to use metrics to ensure the quality of a new or changed service and the effectiveness and efficiency of service transition
• The inputs to and outputs from service transition as it interfaces with the other service lifecycle phases

Service transition processes

• A management perspective of the purpose and value of the service transition processes, how they integrate within service transition and how they interface with other lifecycle phases

Managing people through service transition

• How to address and manage the communication and commitment aspects of service transition
• How to manage organizational and stakeholder change
• How to develop a stakeholder management strategy, map and analyze stakeholders and monitor changes in stakeholder

Organizing for service transition

• How the technical and application management functions interface with service transition
• The interfaces that exist between service transition and other organizational units (including programs, projects, service design and suppliers) and the “handover points” required to ensure delivery of new or change services within the agreed schedule
• Service transition roles and responsibilities, where and how they are used, as well as examples of how small or larger service transition organizations would be structured to use these roles
• Why service transition needs service design and service operation, what it uses from them and how

Technology considerations

• Technology requirements that support the service transition stage and its integration into the service lifecycle
• Types of knowledge management, service asset and configuration management and workflow tools that can be used to support service transition

Implementation and improvement of service transition

• The key activities for introducing an integrated service transition approach into an organization
• The design, creation, implementation and use of service transition in a virtual or cloud environment

Challenges, critical success factors and risks

• Be able to provide insight and guidance for transition challenges, risks and critical success factors