ITIL® Service Lifecycle: Service Transition

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service transition phase of the service 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 to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam is offered on the last day of the course at 3:30 pm.

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 the exam at the end of class. Proof of certification must be provided no later than the first day of class.

Certification:

ITIL Expert Qualification: Service Transition Certificate

View Entire Schedule

Importance of service management as a practice concept and service transition principals, purpose, and objectives
How all processes in ITIL service transition interact with other service lifecycle processes
Sub-processes, activities, methods, and functions used in each of the ITIL service transition processes
Roles and responsibilities within ITIL service transition and the activities and functions to achieve operational excellence
How to measure ITIL service transition
Technology and implementation considerations surrounding ITIL service transition
Challenges, critical success factors, and risks associated with ITIL service transition

Viewing outline for:

Classroom Live Outline

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

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

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 publicationService Transition (2011 Edition, ISBN 9780113313068) and complete at least 21 hours of personal study

ITIL® Expert

IT operations, technical, or IT management personnel requiring more information about ITIL best practices
Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

This course qualifies you for the following PMI® Professional Development Units (PDUs):

Strategic and Business Management = 10
Technical Project Management = 11

Total = 21

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Subtotal

ITIL® Service Lifecycle: Service Transition

Certification:

Classroom Live Outline

1. Service Transition

2. Service Transition Principles

3. Transition Planning and Support

4. Service Asset and Configuration Management

5. Change Management

6. Change Evaluation

7. Release and Deployment Management

8. Service Validation and Testing

9. Knowledge Management

10. Managing People and Organizing for Service Transition

11. Technology and Implementation Considerations

12. Service Transition Challenges, Risks, and CSFs

13. Exam Preparation/Mock Exam

14. Exam

1. Service Transition

2. Service Transition Principles

3. Transition Planning and Support

4. Service Asset and Configuration Management

5. Change Management

6. Change Evaluation

7. Release and Deployment Management

8. Service Validation and Testing

9. Knowledge Management

10. Managing People and Organizing for Service Transition

11. Technology and Implementation Considerations

12. Service Transition Challenges, Risks, and CSFs

13. Exam Preparation/Mock Exam

Exam Guarantee

Course Delivery