The ITIL Lifecycle: Service Transition is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream and one of the modules that leads to ITIL Expert Certification.
ALC offers the full range of ITIL Intermediate certificate courses - Capability, Lifecycle and Managing Across the Lifecycle.
Candidates can expect to have an understanding of the following-
- Service Transition Principles
- Management and control of all Service Transition activities
- Service Transition Related activities around communications, commitment and organisational change
- Organising Service Transition
- Control and coordination of Service Transition technology related activities
- Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks
Who should attend
The course is designed for, but not limited to:
- Supervisory staff
- Team leaders
- Designers, architects, planners
- IT consultants, IT audit managers, IT security managers
- ITSM trainers involved in the ongoing management, coordination and integration of strategising activities within the Service Lifecycle.
1. Introduction to Service Transition
Introduction to the concepts and terminology in the field of Service Management in general and the main goals and objectives of Service Transition. You will understand:
- Service Transition as a practice
- Service, its value proposition and value composition
- Functions, processes and roles
- The purpose, goals and objectives of Service Transition
- The scope of Service Transition and the types of processes used by Service Transition
- The position of Service Transition within the service lifecycle , the interfaces, inputs and outputs
- Potential value to business
2. Service Transition Principles
The basic guiding principles of Service Transition.
- The concept of service and role of utilities, warranties, capabilities and resources in delivering the service
- The key policies and best practice principles that aid effective Service Transition
3. Service Transition Processes
The managerial and supervisory aspects of the ITIL processes covered in the Service Transition stage – but excluding the day to day operation of the processes which are primarily covered in the Release, Control and Validation module.
- Transition Planning and Support
- Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Service Validation and Testing
- Knowledge Management
4. Service Transition Related Activities
High-level view of the communications and stakeholder management activities which support Service Transition in addition to the processes covered in Service Transition Processes:
- Managing communications and Commitment
- Managing organisational and stakeholder change
- Organisational roles, responsibilities and Service Transitions roles within organisational change
- Planning and implementing organisational change, and the outputs from other lifecycle stages which assist with managing organisational change
- Assessing organisational readiness for and monitoring progress of organisational change
- Methods, practices and techniques used in managing change
- Stakeholder management
5. Organisation for Service Transition
Roles and responsibilities appropriate within Service Transition and the Service Transition focused capabilities. It will also cover possible Service Transition organisational structures and their applicability to different circumstances.
- Service Transition roles and responsibilities
- Organisational context for Service Transition
- The relationship of Service Transition with other lifecycle phases
6. Consideration of Technology
Technology and tools requirements and considerations for Service Transition.
- Technology requirements for Service Transition that support Service Transition as a whole and, support Service Transition’s integration into the whole lifecycle
7. Implementation and Improvement of Service Transition
Implementation and improvement of Service Transition in an organisation:
- The stages of introducing Service Transition to an organisation, including:- Justification- Design- Management of cultural change and risks and beneficial values
- Measurements through analysing critical success factors and key performance indicators
- Challenges, pre-requisites for success and risks that affect the likely viability of new and changed services
- Challenges facing service transition and the external factors that affect the approach to service transition
8. Summary and Exam Preparation
This unit will summarise the material covered in the previous units and prepare delegates for the examination.
Fees A$ Per Person
- ITIL Lifecycle: Service Transition
- $2385 + gst
Available In-house only, contact ALC to enquire about suitable dates.
- Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which shall be presented as documentary evidence to gain admission
- Candidates need to allow 2 hours per evening for homework and study
The exam is offered via an accredited examinations institute. It comprises a 90-minute closed book exam, containing 8 question multiple choice, scenario-based, gradient scored questions examination and is held on the last day of the course.
Pass Score required: 28/40 or 70%