Course

ITIL Intermediate Lifecycle

Service Transition course

Course Content

Candidates can expect to gain knowledge and understanding in the following:

Introduction to Service Transition

  • The Flow of Service Transition and where the ôService Transition evaluation points occurs in the flow
  • Ways that Service Transition adds value to the business
  • The inputs to and outputs from Service transition as it interfaces with the other service lifecycle phases
  • The fundamental aspects of Service Transition and be able to define them

Service Transition Principles

  • The utility of a service as defined in terms of the business outcomes that customers expect
  • How services provide value by increasing the performance of customer assets while removing risks
  • Service Transition best practices in relation to stakeholder relationships and how these best practices can be applied
  • How to ensure the quality of a new or changed service

Service Transition Processes

  • How to integrate Service Transition with the processes that interact with Service Transition
  • The flow of Service Transition as it relates to the transition planning, transition support, service validation and testing as well as evaluation.

Organizing for Service Transition

  • Service Transition roles and responsibilities, where and how they are used as well as how a Service Transition organization would be structured to use these roles
  • The interfaces that exist between Service Transition and other organizational units
  • Why Service Transition needs Service Design and Service Operation, what it uses from them and how

Consideration of Technology

  • Technology requirements that supports Service Transition, where and how these would be used
  • Types of Knowledge Management, Service Asset and Configuration Management and workflow tools that can be used to support Service Transition

Implementation and improvement of Service Transition

  • The stages for introducing Service Transition into an organization
  • The design, creation, implementation and use of Critical Success Factors and Key Performance Indicators as ways to measure and improve Service Transition
  • Challenges, risks and prerequisites for success in Service Transition

Exam Format

  • Multiple choice, scenario-based, gradient scored questions.
  • Number of Questions: 8
  • Pass Score: 28/40 or 70%
  • Delivery: Online or Paper Based Examination through an Accredited Training Organization.
  • Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes).
  • Open/Closed Book: Closed Book

 

 

Target Audience

  • *   Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
  • *   Individuals who require understanding of the ITIL Service Operation phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
  • *   IT professionals working in or new to a Service Operation environment and requiring a detailed understanding of the concepts, processes, functions and activities involved.
  • *   Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules.
  • *   Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.
  • *   A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.