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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

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