Course Description :

This 3-day Course immerses learners in the overall concepts, Processes, Policies and methods associated with the Service Transition phase of the Service Lifecycle. The Course covers the Management and control of the activities and techniques within the Service Transition stage, but not the detail of each of the supporting Processes. This Course is designed using an engaging scenario-based approach to teach the core disciplines of the ITIL Best Practice and positions the learners to successfully complete the associated exam.

The Course is of interest to individuals who require 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 provisioning within an organization. In addition, the Course is of special interest for ITIL Foundation certified professionals extending their qualifications to ITIL Expert (and later ITIL Master) level for which this qualification is a prerequisite.

Course Outline :

Module01: Course Introduction

• Introductions
• Course Introduction
• Course Objectives
• Unique Nature of the Course
• Course Qualification Scheme
• Course Agenda

Module02: Introduction to Service Transition

• ModuleObjectives
• ModuleTopics
• Purpose and Objectives
• Service Transition Scope and Processes
• Value to the Business
• Service Transition in the Service Lifecycle
• ModuleSummary

Module03: Service transition Principles

• ModuleObjectives
• ModuleTopics
• Concept of Service Transition Principles
• Key Policies and Best-Practice Principles
• Optimizing Service Transition Performance
• Inputs and Outputs
• Group/Individual Exercise
• Sample Test Question
• ModuleSummary

Module04: Service transition Processes Part- 1

• ModuleObjectives
• ModuleTopics
• Transition Planning and Support
• Change Evaluation
• Group/Individual Exercises
• ModuleSummary

Module05: Service transition Processes Part- 2

• ModuleObjectives
• ModuleTopics
• Change Management
• Service Asset and Configuration Management (SACM)
• Knowledge Management
• Group/Individual Exercise
• Sample Test Questions
• ModuleSummary

Module06: Service transition Processes Part- 3

• ModuleObjectives
• ModuleTopics
• Release and Deployment Management
• Service Validation and Testing
• Group/Individual Exercise
• Sample Test Questions
• ModuleSummary

Module07: Managing People through Service Transition

• ModuleObjectives
• ModuleTopics
• Goal
• Managing Communications and Commitment
• Managing Organizational and Stakeholder Change
• Stakeholder Management
• Group/Individual Exercises
• Sample Test Question
• ModuleSummary

Module08: Organizing Service Transition

• ModuleObjectives
• ModuleTopics
• Organizational Development
• Functions
• Organizational Context for Service Transition
• Service Transition Roles and Responsibilities
• Relationship of Service Transition with Other Lifecycle Stages
• Group/Individual Exercise
• Sample Test Question
• ModuleSummary

Module09: Technology Considerations

• ModuleObjectives
• ModuleTopics
• Service Transition Technology Requirements
• Group/Individual Exercise
• Sample Test Question
• ModuleSummary

Module10: Implementing and Imroving Service transition

• ModuleObjectives
• ModuleTopics
• Key Activities in the Introduction of Service Transition
• An Integrated Approach to Service Transition Processes
• Implementing Service Transition in the Virtual or Cloud Environment
• Group/Individual Exercise
• Sample Test Question
• ModuleSummary

Module11: Challenges, CSFS, and Risks

• ModuleObjectives
• ModuleTopics
• Challenges of Service Transition
• Measurement Through CSFs
• Risks During Service Transition and Plan
• Service Transition Under Difficult Conditions
• ModuleSummary

Target Audience :

• Release Manager
• Configuration Manager
• Change Manager
• IT Consultants
• IT Audit Manager

Learning Objectives :

• Understand the importance of Service Management as a Practice concept.
• Understand the importance of the Principles, purpose, and Objectives of Service Transition.
• Learn how all Processes in Service Transition interact with other Service Lifecycle Processes.
• Recognize the sub Processes, activities, methods, and functions used in each Service Transition Process.
• Recognize the roles and responsibilities within Service Transition and the activities and functions required to achieve operational excellence.
• Learn how to measure Service Transition.
• Understand the technology and implementation considerations surrounding Service Transition.
• Outline the challenges, Critical Success Factors (CSFs), and Risks associated with Service Transition.

Course Agenda :

Day 1

• Course Introduction
• Introduction to Service Transition
• Service Transition Principles
• Service Transition Processes – Part 1
• Service Transition Processes – Part 2

Day 2

• Service Transition Processes – Part 2
• Service Transition Processes – Part 3
• Managing People Through Service Transition

Day 3

• Organizing for Service Transition
• Technology Considerations
• Implementing and Improving Service Transition
• Challenges, CSFs, and Risks