ITIL® Service Lifecycle: Service Transition

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