Service Transition focuses on introducing new or changed services into the "live environment" and the transition from development into live and the associated documentation, processes, procedures an early life support.
The course includes a detailed look at Service Asset and Configuration Management, Knowledge Management, Change Management, Release and Deployment, Service Validation and Testing and Evaluation. It will also look at how services are managed through the Transition phase and what these roles should expect to receive and what they should be preparing for in transition into Service Operations. There will also be discussion centred on the value of transition to the business and the requirement to assist in the continual service improvement of these processes.
Course Objectives
Candidates completing the course can expect to gain an understanding of the Service Transition Lifecycle.
This includes:
- competency in the Lifecycle's principles, processes, activities & functions
- an appreciation of the technology considerations for the Lifecycle
- an awareness of the implementation considerations for the Lifecycle
- insight into the operational challenges, risks and critical success factors of the Lifecycle
Who will the course benefit?
- Individuals who require a detailed understanding of the Service Transition phase of the ITIL V3 Service Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
- IT professionals working within or about to enter a Service Transition environment, who require an understanding of the concepts, processes, functions and activities involved
- individuals seeking the ITIL Expert certification in IT Service Management.
This includes but is not limited to CIOs, Senior IT Managers, IT Managers & Supervisors, IT Professionals and IT Operational Practitioners.
Pre-Requisites
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or v2 Foundation plus Bridge Certificate). Please note that documentary evidence of this qualification and photographic ID will be required prior to sitting the examination.
Introduction to Service Transition (ST)
- service as a concept (the role of utilities, warranties, capabilities & resources)
- service as a value proposition & value composition
- how ST fits into the ITIL Lifecycle
- the main purpose and objectives of ST
- the ITIL processes, functions and roles
- the value to the business
Service Transition Principles
- key policies for ST
- best practice principles of ST
Service Transition Processes
- Transition Planning & Support
- Change Management
- Service Asset & Configuration Management
- Release & Deployment Management
- Service Validation & Testing
- Evaluation
- Knowledge Management
Service Transition Related Activities
- managing communications & commitment
- managing organisational & stakeholder change
- organisational roles & responsibilities (including the roles within organisational change)
- planning & implementing organisational change
- assessing organisational readiness & monitoring progress of organisational change
- methods, practices & techniques used in managing change
- stakeholder management
Organising for Service Transition
- roles & responsibilities
- organisational context / structure
- interfacing with other Lifecycle phases
Technology Considerations
- technology requirements that support Service Transition and its Lifecycle integration
Implementation & Improvement Considerations
- introducing Service Transition into an organisation (justification, design)
- managing cultural change, risk and beneficial values
Challenges, Critical Success Factors & Risks
Examinations
The training includes detailed preparation for the examination which will be held at the end of Day Three.
A 90 minute, multiple choice paper featuring eight scenario-based, gradient scored questions.
(Each question will have 4 possible answer options, one of which is worth 5 marks (the 'correct' answer), one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks).
In order to qualify for a pass, candidates must achieve a minimum of 28/40 (70%).