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0963 801 047
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 Service Management Lifecycle

  • Introduction/Housekeeping
  • Introduction to key ITIL® concepts
  • IT as a Service
  • Introduction to processes and process management
  • The Service Lifecycle approach

Module 2: Service Strategy

  • Purpose, goal, objectives & Scope
  • Value Creation through Services
  • Assets – Resources and Capabilities
  • Service Strategy – Main activities
  • Service Strategy processes
  • Service Portfolio management
  • Demand management
  • Financial management
  • Business Relationship Management

 Module 3: Service Design

  • Purpose, goal, objectives & Scope
  • Service Design processes
  • The 4 P’s
  • Service Design aspects
  • Service Catalog Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier management
  • Design Coordination

Module 4: Service Transition

  • Purpose, goal, objectives & Scope
  • Service Transition value to the business
  • Technology and architecture in Service Transition
  • Service Transition Processes
  • Transition, Planning and Support
  • Change Management
  • The 7 R’s of Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Knowledge Management

Module 5: Service Operation

  • Purpose, goal, objectives & scope
  • Service Operation definitions
  • Service Operations Processes
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management

Module 6: ITIL Function

  • The Service Desk
  • Technical Management
  • Application Management
  • IT Operations Management

Module 7: Continual Service Improvement

  • Purpose, goal, objectives & scope
  • Models and Processes
  • The Deming Cycle
  • Measurement and metrics
  • Continual Service Improvement activities
  • Continual Service Improvement model

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