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

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

• 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

Class training methods  
Values

• 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

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