Description:

The ITIL® Intermediate Qualification: Service Transition Certificate is a free-standing qualification, but is also part of the ITIL® Intermediate Lifecycle stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Transition publication.

Outline:

Unit 1: 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

Unit 2: 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

Unit 3: Service Transition Processes

• A management perspective of the purpose and value of the service transition processes, how they integrate within service transition and how they interface with other lifecycle phases

Unit 4: Managin 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

Unit 5: Organizing for Service Transition

• How the technical and application management functions interface withe service transition
• The interface that exists between service transition and other organizational units 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 large 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

Unit 6: 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

Unit 7: 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

Unit 8: Challenges, Critical Success Factors and Risks

• Be able to provide insight and guidance for service transition challenges, risks, and critical success factors