ITIL® is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management (ITSM) by many Public & Private Organizations. Since early 1990, ITIL® has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under version 3.
Through a series of lectures designed at achieving a clear understanding of the ITIL Best Practice lifecycle approach and through various exercises, assignments and discussions, participants will gain the necessary knowledge enabling them to capture:
Introduction to Service Transition
Service Transition Principles
Management and control of all Service Transition activities
Service Transition Related activities around communications, commitment and organizational change
Organizing Service Transition
Control and coordination of Service Transition technology related activities
Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks.
The target group of the ITIL Expert Qualification Service Transition is:
* Individuals who require a deep understanding of ITSM/ITIL Service Transition phase and its related processes and how it may be used to enhance the quality of IT service support within an organization.
* IT professionals that are working within an organization that has adopted and adapted ITIL who need to contribute to an ongoing service improvement program This may include but is not limited to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM, trainers, business managers and business process owners.
Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
Additionally, to be eligible for the ITIL® Intermediate: Service Transition Qualification, candidates shall fulfill the following requirements:
* At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
* It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition publication in preparation for the examination
* There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
The program will cover the following modules:
This module introduces the candidate to the concepts and terminology of the Service Lifecycle and the role of ST within the Lifecycle, where the course participants will have the ability to capture, understand and describe:
Service Transition as a practice
Service, its value proposition and value composition
Functions, Processes and Roles
The purpose, goals and objectives of Service Transition
The scope of Service Transition and the types of processes used by Service Transition
The position of Service Transition within the service lifecycle , the interfaces, inputs and outputs
Potential value to business
Service Transition Principles
This module covers the basic guiding principles of Service Transition, where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
The concept of service and role of utilities, warranties, capabilities and resources in delivering the service
The key policies and best practice principles that aid effective Service Transition.
Service Transition Processes
This module covers the managerial and supervisory aspects of the ITIL processes covered in the Service Transition stage (but excludes the day to day operation of the processes which are primarily covered in the Release, Control and Validation module); where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
Transition Planning and Support
Service Asset and Configuration Management
Release and Deployment Management
Service Validation and Testing
Service Transition related activities
This module provides a high-level view of the communications and stakeholder management activities which support Service Transition; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
Managing Communications and Commitment
Managing Organizational and Stakeholder Change
Organizational roles, responsibilities and Service Transitions Roles within organizational change
Planning and Implementing organizational change, and the outputs from other lifecycle stages which assist with managing organizational change
Assessing organizational readiness for and monitoring progress of organizational change
Methods, practices and techniques used in managing change
Organizing for Service Transition
This module considers the roles and responsibilities appropriate within Service Transition and the Service Transition focused capabilities. It will also cover possible Service Transition organizational structures and their applicability to different circumstances; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
Service Transition Roles and Responsibilities
Organizational context for Service Transition
The relationship of Service Transition with other lifecycle phases
Consideration of Technology
This module covers technology considerations for Service Transition; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
Technology requirements for Service Transition that support Service Transition as a whole and, support Service Transition’s integration into the whole lifecycle.
Implementation and improvement of Service Transition
This module covers the implementation and improvement of Service Transition in an organization; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
The stages of introducing Service Transition to an organization including:
Management of cultural change and risks and beneficial values
Measurements through analyzing critical success factors and key performance indicators
Challenges, pre-requisites for success and risks that affect the likely viability of new and changed services
Challenges facing service transition and the external factors that affect the approach to service transition
Summary, Exam Preparation and Directed Studies
This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes.
This training program includes the following as reference documentation:
Program slide presentation
ITIL® V3 acronyms and glossary
Sample examination questions and answers
Simulation and practical application
We provide the students with real life experiences; we use the client organization as “Case study” example for the purpose of discussion to show the value of using best practice. We integrate group exercises and sample exam questions to simulate and practice the subject matter.