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
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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
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
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.
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