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APEX Global
ACADEMY FOR PROFESSIONAL EXCELLENCE

ITIL 2011 Intermediate Service Transition_EN

Learning Objective

At the end of the training, participants are expected to:

  • Importance of service management as a practice concept and service transition principals, purpose, and objectives
  • How all processes in ITIL service transition interact with other service lifecycle processes?
  • Sub-processes, activities, methods, and functions used in each of the ITIL service transition processes
  • Roles and responsibilities within ITIL service transition and the activities and functions to achieve operational excellence
  • How to measure ITIL service transition
  • Technology and implementation considerations surrounding ITIL service transition
  • Challenges, critical success factors, and risks associated with ITIL service transition
Training Contents

Module 1: Introduction to ITIL Service Transition

Introduction and Overview

  • Purpose and objectives
  • Linking service transition to other ITIL lifecycle stages
  • How service transition creates business value
  • Service transition principles: the concept of service and the role of utilities and warranties

Key Principles of Service Transition

  • Establishing a formal policy and common framework for implementation of all required changes
  • Supporting knowledge transfer, decision support and the reuse of processes, systems and other elements
  • Anticipating and managing course corrections
  • Ensuring involvement of service transition requirements throughout the lifecycle
  • Optimizing service transition performance and typical metrics that can be used

Module 2: Primary ITIL Processes within Service Transition

Change management

  • Managing changes in a controlled and consistent manner with minimum disruption
  • Maintaining standardized methods for efficient and prompt handling of all changes
  • Acknowledging and reducing business risk

Service asset and configuration management

  • Identifying, controlling and accounting for service assets and CIs
  • Recording all changes in the configuration management system

Knowledge management

  • Enabling informed decision-making with a service knowledge management system
  • The Data-to-Information-to-Knowledge-to-Wisdom structure

Release and deployment management

  • Assembling and positioning all aspects of services into production
  • Establishing effective use of new or changed services
  • Delivering changes at optimized speed, risk and cost

Other considerations

  • Transition planning and support
  • Service validation and testing
  • Evaluating performance vs. expectations

Module 3: Managing People through Service Transitions

  • The nature, purpose and value of supporting service transition activities
  • Managing communications and commitment
  • Managing organizational and stakeholder change
  • Stakeholder management
  • The role and requirements of service transition in other ITIL processes

Module 4: Organizing for Service Transition

  • Roles and responsibilities
  • Applying service transition to multiple circumstances
  • Identifying the organizational context

Module 5: Technology-Related Issues

  • Defining technology and tool requirements
  • Analyzing the technology requirements for the elements of service transition
  • Supporting service transition through technology
  • Integrating service transition into the entire lifecycle
  • Matching technology to the organizational situation

Module 6: Implementing and Improving Service Transition

  • Implementing service transition in a virtual or cloud environment
  • The challenges facing service transition
  • Identifying CSFs and risks that affect the viability of new and changed services
  • Establishing critical success factors and Key Performance Indicators (KPIs)
  • Estimating benefits and risks for new or changed services
  • Incorporating external factors into the analysis

 Exam Preparation/Mock Exam

Prerequisites for international certificate

  • To prepare for the international certificate, we recommend that you review the ITIL 2011 publication Service Transition (2011 Edition, ISBN 9780113313068) and complete at least 21 hours of personal study
  • The ITIL Foundation Certificate
Target Participant
  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
Key Highlights

Class training methods  
Training Methods1Values

  • CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
  • RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
  • COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
  • TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
  • PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
  • IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
  • IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Course Pictures
Other Info

Contact Info

Public Training Schedule

Phone: +84 (0)862 718 187               
Email: info@apexglobal.com.vn
Please click below link to view our public training schedule

  e-brochure-downloadBrochure EN

  Brochure VN  

 

Perceived by Participants
  • Mr. Tran Van Son

    Solution Consulting; Project Manager at Cadena Vietnam Co. Ltd. The business analysis training course in practice helped me learned the way to elicit the requirement effective, mission of a business analyst professional, the value of this guy promote the customer satisfaction. It also helped me know how to develop optimal solutions suitable context of each customer, how to communicate with relevant stakeholders to get their commitment and carry out more values to customer. Thanks for professional service, Apex Global teams and trainer

  • Mr. Phuoc Nguyen

    Technical Manager at Hoang Vi Corp. After training course completed, I realized that the majority of small and medium businesses in Vietnam was not applied ITIL or did not understood about the concept of service. The guideline from training course help make it be sorted, be arranged place and right area. And when need, we just lost a little time to found it. Still 3 short days but helped us "professional" in mind, as well as how to communicate with other departments in the company to make the service better.

  • Mr. Nguyen Huynh Trung Kien

    BA Lead - Senior Consultant - TMA Solutions

    Before participating in the training, I do not quite understand ITIL, ITSM. When completed the training course I just only understand 20%. However 20% of this would be a prerequisite for the other knowledges. Three days involved to learn so rewarding.


  • Certified Partners International