ITIL® v3: Service Transition
3 days non residential
ITILv3 Lifecycle Module
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.
Course Content
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%).
Notes
It is suggested that candidates re-familiarise themselves with the relevant content of their V3 Foundation/Foundation Bridge training prior to attendance.
In addition candidates are encouraged to read the following texts:
- ‘The Official Introduction to the ITIL Service Lifecycle’
(ISBN 978-0-11-331061-6)
- ‘Key Element Guide Suite’
(ISBN: 978-0-11-331088-9)
- ‘Service Transition’ Lifecycle
(ISBN 978-0-11-331048-7)
Follow-on Courses
This course is part of the lifecycle modular set; as such credits awarded for this course lead candidates towards the ITIL Expert qualification.
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