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ITIL 2011 Service Lifecycle - Service Transition


[ Course No. ITIL11-ST - 4 Days]

  • Course Overview

Participants will learn the principles and core elements along with the activities and technology & implementation considerations within the Service Transition stage of the Service Lifecycle. This lifecycle stage focuses on putting services into operation without disruptions to the business. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL Intermediate Service Transition certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. Quint Wellington Redwood's integrated case study deepens the participant's appreciation of how ITIL best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.

  • Audience Profile

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL Service Transition phase of the ITIL core Lifecycle and the affected processes, functions and activities and their application.

  • At Course Completion

Upon successful completion of this course, students will be able to:

  • Service Transition principles
  • Change Management within Service Transition
  • Implementation and Improvement concepts
  • Service Transition Activities and Processes
  • Designing supporting systems, especially the Service Portfolio
  • Technology Considerations
  • Management of Cultural change, risks and value
  • Prerequisites

An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment.

  • Applicable Exams

ITIL® Service Transition

  • Course Outline

Module 1: Course Introduction

Lessons

  • The term "Service Transition", and how it fits in the overall core ITIL Lifecycle
  • The main purpose and objectives of Service Transition
  • The ITIL processes primarily covered in Service Transition
  • The functions within Service Transition
  • The value to the business

Module 2: Principles

Lessons

  • Define and implement a formal policy
  • Implement all changes to services
  • Adopt a common framework and standards
  • Maximize re-use of established processes and systems
  • Align Service Transition plans with the business needs
  • Maintain relationship with stakeholders
  • Provide systems for knowledge transfer and decision support
  • Assuring the quality of new or changed services
  • Plan release and deployment packages
  • Proactively improve quality

Module 3: Processes

Lessons

  • Transition planning and Support
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Service Valuation and Testing
  • Change Evaluation
  • Knowledge Management

Module 4: Activities

Lessons

  • Communication
  • Organizational Change
  • Organizational Change Products
  • Planning/ Implementing Change
  • Resistance to Change
  • Stakeholder Management

Module 5: Organization

Lessons

  • Change Management
  • Service Asset and Configuration Management
  • Service Validation and Testing
  • Release and Deployment
  • Request Fulfillment
  • Service Performance and Risk Evaluation
  • Service Knowledge Management

Module 6: Technology Considerations

Lessons

  • Service Transition support tools
  • ITSM Technology
  • Knowledge Management tools
  • Collaboration - Communities and Workflow Management
  • Configuration Management System (CMS)

Module 7: Implementation and Improvement

Lessons

  • Justifying Service Transition
  • Designing Service Transition
  • Introducing Service Transition
  • Cultural Change
  • Risks and Value
  • Implementing Challenges, CSFs and Risks
  • Service Transition under difficult circumstances

Module 8: Challenges, Critical Success factors and Risks

Lessons

  • Challenges, Critical Success Factors and Risks

EXAM PREPERATION

  • Sample Exams
  • Feedback
  • Recap


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