ITIL® Service Lifecycle: Service Transition

The ITIL® Intermediate Qualification: Service Transition Certificate is part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate.

This course covers the management and control of the activities and techniques within the Service Transition stage. Successful implementation of ITIL Service Transition best practices enables IT departments to develop capabilities for transitioning new and changed services into operations, ensuring that requirements are effectively realized while controlling the risks of failure and disruption. The main process focus areas of this course include: Change Management, Service Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Knowledge Management and Service Evaluation.

You will gain knowledge to plan, implement and optimize the Service Transition processes and help prepare to take the ITIL Intermediate Qualification: Service Transition Certification Exam.

At the end of this 3 day course, the student will gain competencies in:

  • Service Transition Principles

  • Management and control of all Service Transition activities

  • Service Transition Related activities around communications, commitment and organizational change

  • Organizing Service Transition

  • Control and coordination of Service Transition technology related activities

  • Analysis, justification and selection of the implementation approaches, challenges, critical success factors

  • Establish stakeholder management strategies and roles and responsibilities within ITIL Service Transition

  • Develop and justify test strategies for new services in a variety of business environments

  • Take the ITIL Intermediate Qualification: Service Transition Certification Exam

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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Course Outline

MODULE 1: Introduction and Overview

  • Purpose and goals

  • Linking Service Transition to other ITIL® lifecycle stages

  • How Service Transition creates business value

  • Service Transition principles: the concept of service and the role of utilities and warranties

MODULE 2: Key Principles of Service Transition

  • Examining all of the services, their utilities and warranties

  • Establishing a formal policy and common framework for implementation of all required changes

  • Supporting knowledge transfer, decision support and the reuse of processes, systems and other elements

  • Anticipating and managing course corrections

  • Ensuring involvement of Service Transition requirements throughout the lifecycle

MODULE 3: Primary ITIL® processes within Service Transition

Change Management

  • Managing changes in a controlled and consistent manner with minimum disruption: The Seven Rs

  • Maintaining standardized methods for efficient and prompt handling of all changes

Optimizing business risk

MODULE 4: Service Asset and Configuration Management

  • Identifying, controlling and accounting for service assets and CIs

  • Recording all changes in the Configuration Management system

MODULE 5: Knowledge Management

  • Enabling informed decision making with a Service Management Knowledge System (SKMS)

  • The Data-Information-Knowledge-Wisdom structure

MODULE 6: Release and Deployment Management

  • Assembling and positioning all aspects of services into production

  • Establishing effective use of new or changes services

  • Delivering changes at optimized speed, risk and cost

MODULE 7: Other considerations

  • Transition planning and support

  • Service Validation and Testing: the Service V Model

  • Evaluating performance vs. expectations

MODULE 8: Common Service Transition Operational Activities

  • The nature, purpose and value of supporting Service Transition activities

  • Managing communications and commitment

  • Managing organizational and stakeholder change

  • Stakeholder Management

  • The role and requirements of Service Transition in other ITIL®processes

MODULE 9: Organizing for Service Transition

  • Roles and responsibilities

  • Applying Service Transition to multiple circumstances

  • Identifying the organizational context

MODULE 10: Technology-Related Issues

  • Defining technology and tool requirements

  • Analyzing the technology requirements for the elements of Service Transition

  • Supporting Service Transition through technology

  • Integrating Service Transition into the entire lifecycle

  • Matching technology to the organizational situation

MODULE 11: Critical Success Factors and Risks

  • The challenges facing Service Transition

  • Identifying CSFs and risks that affect the viability of new and changed services

  • Establishing critical success factors and key performance indicators (KPIs)

  • Estimating benefits and risks for new or changed services

  • Incorporating external factors into the analysis



To be eligible for the ITIL® Intermediate Qualification: Service Transition examination, candidates shall fulfill the following requirements:

  • At least 21 contact hours of instruction

  • Basic IT literacy or around 2 years of IT experiences is desirable

  • Hold the ITIL® Foundation Certificate in IT Service Management

Passing score is 70%. Eight (8) multiple choice, scenario based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one of which is 3 marks, one of which is 1 mark, and one of which is a distracter and achieves no marks. Maximum 90 minutes for all candidates in their respective language.


ITIL® is a registered trade mark of AXELOS Limited.


Individuals who require a detailed understanding of the ITIL® Service Transition phase of the ITIL® core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices

  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT


  • ITIL Foundation Certification (v3 or newer) required

  • Two years of relevant work experience




ITIL® is a registered trade mark of AXELOS Limited.

Available Course Dates

01/23/2018 10:00 am - 01/25/2018 6:00 pm
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