ITIL 2011 Intermediate - Lifecycle – Service Transition

Duration:3 day

Course Description:

ITIL is comprised of five core publications: Service Strategy, Service Design, Service Transition,Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL qualification scheme describes two Streams, the Service Lifecycle Stream and the Service Capability stream. The Service Lifecycle stream focuses on ITIL practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the process and practice elements used within it. The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL Processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum but the primary focus is the on the process activities, execution and use throughout the Service Lifecycle. The ITIL  ST (Service Transition) course is part of the ITIL Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL Service Transition Intermediate examas well as providing valuable knowledge that can be implemented in the workplace.

Course and Learning Objectives:

At the end of this course, you will learn:

• Service Transition principles

• Change Management within Service Transition

• Implementation and Improvement concepts

• Service Transition Activities and Processes

• Designing supporting systems, especially the Service Portfolio

• Technology Considerations

• Management of Cultural change, risks and value

Course Approach:

Participants will learn the principles and core elements along with the activities and technology & Implementation considerations within the Service Transition stage of the Service Lifecycle. This lifecycle stage focuses on putting services into operation without disruptions to the business. An interactive approach is used combining lecture, discussion and case study experience to Prepare participants for the ITIL Intermediate Service Transition certification exam as well as Providing valuable practical knowledge that can be rapidly applied in the workplace. Quint Wellington Redwood’s integrated case study deepens the participant’s appreciation of how ITIL best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.

Course Student Material:

Students will receive an ITIL Service Transition classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Concepts Covered:

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

• Ressistance 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

About the Examination:

Exam Format:

Multiple choice, scenario-based, gradients Scored questions.

Number of Questions: 8

Pass Score: 28/40 or 70%

Exam Delivery: Online or paper based

Exam Duration: 90 minutes

Open/Closed Book: Closed Book

Prerequisites:

An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment.

Credits:

Upon successfully achieving the ITIL Service Transition certificate, students earn 3 credits in the ITIL qualification scheme.

Project Management Institute – Professional

Development Units (PDUs) = 28

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