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ITIL Service Lifecycle: Service Transition

Course Details

In this course, you will be immersed in the overall concepts, processes,policies, and methods associated with the service transition phase of theservice lifecycle. You'll focus on service transition purpose, principles,processes, activities, functions, technology, and implementation considerations.This course utilizes lecture, exercises, and scenario-based exam questions toincrease your understanding of the core disciplines of ITIL best practices andposition you to successfully complete the associated exam. 

The main process focus areas of this course include:

  • Transition planning and support
  • Service asset and configuration management
  • Change management
  • Change evaluation
  • Release and deployment management
  • Service validation and testing
  • Knowledge management

Please note: The ITIL Foundation certification is required to take theexam at the end of class. Proof of certification must be provided no later thanthe first day of class.

Certification:

ITIL Expert Qualification: Service Transition Certificate

Course Prerequisites

  • ITIL Foundation Certification (v3 or newer) required
  • Two years of relevant work experience
  • To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Service Transition and complete at least 21 hours of personal study

Course Agenda

1. Service Transition

  • Purpose and Objectives
  • Scope
  • Business Value
  • Context
  • Processes

2. Service Transition Principles

  • Policies
    • Define and Implement a Formal Policy
    • Implement All Changes to Services
    • Adopt a Common Framework and Standards
    • Maximize Reuse of Established Processes and Systems
    • Align Plans with the Business Needs
    • Establish and Maintain Relationships with Stakeholders
    • Establish Effective Controls and Disciplines
    • Provide Systems for Knowledge Transfer and Decision Support
    • Plan Release Packages
    • Anticipate and Manage Course Corrections
    • Proactively Manage Resources Across Service Transition
    • Ensure Early Involvement in the Service Lifecycle
    • Provide Assurance of the Quality of the New or Changed Service
    • Proactively Improve Quality During the Service Transition
  • Optimizing Performance
  • Inputs and Outputs by Lifecycle Stage

3. Transition Planning and Support

  • Purpose and Objectives
  • Scope of Transition Planning and Support
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces with Transition Planning and Support
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

4. Service Asset and Configuration Management

  • Purpose and Objectives
  • Scope of Service Asset and Configuration Management
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces with Service Asset and Configuration Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

5. Change Management

  • Purpose and Objectives
  • Scope of Change Management
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces with Change Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

6. Change Evaluation

  • Purpose and Objectives
  • Scope of Change Evaluation
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Key Terminology
  • Activities, Methods, and Techniques
  • Trigger, Inputs, and Outputs
  • Process Interfaces with Change Evaluation
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

7. Release and Deployment Management

  • Purpose and Objectives
  • Scope of Release and Deployment Management
  • Business Value
  • Policies and Principles
  • Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces with Release and Deployment Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

8. Service Validation and Testing

  • Purpose and Objectives
  • Scope of Service Validation and Testing
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Trigger, Inputs, and Outputs
  • Process Interfaces with Service Validation and Testing
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

9. Knowledge Management

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces with Knowledge Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

10. Managing People and Organizing for Service Transition

  • Managing Communications and Commitment
  • Managing Organizational and Stakeholder Change
  • Organizational Development
  • Functions
  • Organizational Context for Transitioning A Service

11. Technology and Implementation Considerations

  • Knowledge Management Tools
  • Collaboration
  • Configuration Management System
  • Integrated Approach to Service Transition Processes
  • Implementing Service Transition in a Virtual or Cloud Environment

12. Service Transition Challenges, Risks, and CSFs

  • Challenges
  • Risks
  • CSFs
  • External Factors

13. Exam Preparation/Mock Exam

14. Exam