ITIL^® Service Transition

Special notes

A 90-minute multiple-choice exam is included with the cost of the course.

For RAIL (live online instructor-led) sessions: The course will be in session on all three days (8:30am- approximately 5:00pm Central Time). After completing the course, you will take the exam through CSME at your convenience via an exam voucher. (Note: Exam Vouchers expire within 30 days of completion of the course). Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you take the exam within a few days of completing the course.

For face-to-face open enrollment (Public) sessions Canada only: Lecture will be in session on the first three days (8:30 am- approximately 5:00pm Local Time). After completing the course, you will take the exam through CSME at your convenience via an exam voucher (Note: Exam Vouchers expire within 30 days of completion of the course). Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you take your exam within a few days of completing the course.

For face-to-face dedicated (Private) sessions in US and Canada: Lecture will be in session on the first three days (8:30 am- approximately 5:00pm Local Time), and the exam will be administered from 10:00 am - 11:30am on the morning of the fourth day. Students should arrange their return travel accordingly.

Course overview

This 3-day course covers the Service Transition component of the ITIL V3 life cycle. Topics include change management, service asset and configuration management, service release and deployment, service validation and testing, performance evaluation, and decision making with the Service Management Knowledge System (SMKS). The course includes a 90-minute multiple-choice exam.

Prerequisites

Existing holder of the ITIL V3 Foundation Certificate, or an earlier Foundation qualification and an ITIL V3 Foundation Bridge Certificate.

Candidates should have read the ITIL V3 Service Transition book.

Audience

The target group of the ITIL® Expert Qualification: Service Strategy Certificate is:

• Individuals who require a detailed understanding of the ITIL® Service Transition 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 within or about to enter a Service Transition environment and requiring a detailed understanding of the processes, functions and activities involved
• Individuals seeking the ITIL® Expert in IT Service Management for which this qualification is one of the six prerequisite modules
• Individuals seeking progress towards the ITIL® Advanced Level Certification for which the ITIL® Expert is a prerequisite

Course objectives

• Gain a thorough understanding of the managerial and supervisory issues regarding IT Service Strategy processes and activities
• Be able to understand the important interfaces between Service Strategy and the other stages within the ITIL Service Lifecycle
• Be prepared to sit the formal ITIL Service Strategy examination

Ways to save

Next steps

• Other modular courses form the Life-cycle or Capability streams leading to the ITIL Expert Qualification

Benefits to you

• Obtain the new ITIL® Expert Qualification: Service Transition from EXIN, ISEB or APM Group
• Identify the ITIL lifecycle and the fundamental processes involved in Service Transition and how to integrate them into your business' IT service model

Certification value

• On successful completion of this course, the student can claim 26 education units or PDUs that can be used to attain or maintain the PMI® PMP® credential

Course outline

Introduction to Service Transition

• Objectives of Service Transition
• Scope of Service Transition
• How Service Transition interfaces with other ITIL lifecycle stages

Service Transition Principles

• The concept of a service and role of utilities and warranties in delivering the service
• The key principles that aid effective Service Transition

Service Transition Processes

• Transition Planning and Support
• Service Asset and Configuration Management
• Knowledge Management
• Change Management
• Service Validation and Testing
• Service Evaluation
• Release and Deployment Management

Service Transition Common Activities

• Managing Communications and Commitment
• Managing Organizational and Stakeholder Change
• Stakeholder Management

Service Transition Organization

• Generic Service Transition Roles
• Example of Organizational Structure for Service Transition
• Planning and support
• Organizational Interfaces for a Service Transition

Service Transition Technology

• Enterprise-wide tools: ITSM systems
• Specific ITSM technology and tools

Implementation and Improvement of Service Transition

• Critical success factors for service transition
• How to estimate or predict the benefits and risks affecting new or changed services
• Safety critical services and high risk environments