ITIL Intermediate Service Transition (ST) Training and Certification
Course Introduction:
The ITIL V3 Service Transition course is a part of the ITIL Intermediate Lifecycle stream. It is one of the modules that leads to ITIL V3 Expert. The ITIL Service Transition training and certification course is intended to impart participants with the knowledge and learning required to understand change management, transition policies and understand the processes as well as roles and responsibilities within the service Transition stage of the lifecycle. This training course helps the participants to get the required knowledge for managing the creation, modification and retirement of services.
Course Duration:
3 days
Learning from ITIL Service Transition training course:
The ITIL Service Transition training and certification course is oriented towards providing candidates with all the key concepts, principles and processes of the service transition stage. The list of learning outcomes includes the following:
- An understanding of the Service Transition principles
- Understand the process for managing changes and releases
- An understanding of service validation and testing
- Understand configuration management and knowledge management
- An understanding of the roles and their responsibilities in an organization with respect to service transition
- Understand the role of technology and the challenges as well as success factors required for implementing Service transition in an organization
Pre-requisites:
- ITIL Foundation is Must
Target audience for ITIL Service Transition certification:
This course is well suited for any IT professional though more specifically for individuals involved in service transition activities like change management, project or program management. The list of roles includes the following:
- Configuration Manager
- Change Manager
- IT Team leaders & Managers
- IT Consultants
- Project managers
- Transition managers
Exam Details for ITIL-ST certification:
- Multiple choice examination questions
- Eight questions per paper
- 28 marks required to pass (out of 40 available) – 70%
- 90 minutes’ duration
- Closed book
Content covered:
Introduction to service transition
◦ The purpose and objectives of service transition
◦ The scope of service transition and ways that service transition adds value to the business
◦ The context of service transition in relation to all other lifecycle stages
Service transition principles◦ Service transition policies, principles and best practices for service transition
◦ How to use metrics to ensure the quality of a new or changed service and the effectiveness and efficiency of service transition
◦ The inputs to and outputs from service transition as it interfaces with the other service lifecycle phases
Service transition processes◦ Transition planning and support
◦ Change management
◦ Release and deployment management
◦ Knowledge management
◦ Service asset and configuration management
◦ Service validation and testing
◦ Change evaluation
Managing people through service transitions◦ How to address and manage the communication and commitment aspects of service transition
◦ How to manage organizational and stakeholder change
◦ How to develop a stakeholder management strategy, map and analyze stakeholders and monitor changes in stakeholder commitment
Organizing for service transition◦ How the technical and application management functions interface with service transition
◦ The interfaces that exist between service transition and other organizational units (including programmes, projects, service design and suppliers) and the “handover points” required to ensure delivery of new or change services within the agreed schedule
◦ Service transition roles and responsibilities, where and how they are used, as well as examples of how small or larger service transition organizations would be structured to use these roles
◦ Why service transition needs service design and service operation, what it uses from them and how
Technology Considerations◦ Technology requirements that support the service transition stage and its integration into the service lifecycle
◦ Types of knowledge management, service asset and configuration management and workflow tools that can be used to support service transition
Implementing and improving service transition◦ The key activities for introducing an integrated service transition approach into an organization
◦ The design, creation, implementation and use of service transition in a virtual or cloud environment
Challenges, critical success factors and risks◦ Be able to provide insight and guidance for service transition challenges, risks and critical success factors