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This three-day course course provides you with the foundational knowledge needed to pass the ITIL Intermediate Service Design certification exam, and earns three credits towards ITIL Expert certification.


 
Course Outline
Gain the foundational knowledge and skills to plan, implement, and optimize IT service transition processes in this ITIL Service Lifecycle training course. This three-day course will provide you with the foundational knowledge needed to pass the ITIL Intermediate Service Transition certification exam, and three credits towards your ITIL Expert certification.
You Will Learn How To
  • Prepare for and pass the ITIL Service Transition (ST) exam
  • Outline key activities for ST processes
  • Enhance the quality of IT service provision within an organization
  • Manage people through service transitions
  • Measure ST using critical success factors and key performance indicators

Course OutlineITIL Service Transition: Introduction and Overview
  • Purpose and objectives
  • Linking service transition to other ITIL lifecycle stages
  • How service transition creates business value
  • Service transition principles: the concept of service and the role of utilities and warranties

Key Principles of Service Transition
  • Establishing a formal policy and common framework for implementation of all required changes
  • Supporting knowledge transfer, decision support and the reuse of processes, systems and other elements
  • Anticipating and managing course corrections
  • Ensuring involvement of service transition requirements throughout the lifecycle
  • Optimizing service transition performance and typical metrics that can be used

Primary ITIL Processes within Service TransitionChange management
  • Managing changes in a controlled and consistent manner with minimum disruption
  • Maintaining standardized methods for efficient and prompt handling of all changes
  • Acknowledging and reducing business risk
Service asset and configuration management
  • Identifying, controlling and accounting for service assets and CIs
  • Recording all changes in the configuration management system
Knowledge management
  • Enabling informed decision-making with a service knowledge management system
  • The Data-to-Information-to-Knowledge-to-Wisdom structure
Release and deployment management
  • Assembling and positioning all aspects of services into production
  • Establishing effective use of new or changed services
  • Delivering changes at optimized speed, risk and cost
Other considerations
  • Transition planning and support
  • Service validation and testing
  • Evaluating performance vs. expectations

Managing People through Service Transitions
  • The nature, purpose and value of supporting service transition activities
  • Managing communications and commitment
  • Managing organizational and stakeholder change
  • Stakeholder management
  • The role and requirements of service transition in other ITIL processes

Organizing for Service Transition
  • Roles and responsibilities
  • Applying service transition to multiple circumstances
  • Identifying the organizational context

Technology-Related Issues
  • Defining technology and tool requirements
  • Analyzing the technology requirements for the elements of service transition
  • Supporting service transition through technology
  • Integrating service transition into the entire lifecycle
  • Matching technology to the organizational situation

Implementing and Improving Service Transition
  • Implementing service transition in a virtual or cloud environment
  • The challenges facing service transition
  • Identifying CSFs and risks that affect the viability of new and changed services
  • Establishing critical success factors and Key Performance Indicators (KPIs)
  • Estimating benefits and risks for new or changed services
  • Incorporating external factors into the analysis

Prerequisites & Certificates
Pre-Requisites

Basic IT literacy and around two years of IT experience
Must hold the ITIL Foundation Certificate

Certificates offered

Certificate of Completion


Cancellation Policy
We require 16 calendar days notice to reschedule or cancel any registration. Failure to provide the required notification will result in 100% charge of the course. If a student does not attend a scheduled course without prior notification it will result in full forfeiture of the funds and no reschedule will be allowed. Within the required notification period, only student substitutions will be permitted.

Reschedules are permitted at anytime with 16 or more calendar days notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.
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Learning Tree International
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