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ITIL Training

Service Transition Course

from 2,250.00

ITIL® is a registered trade mark of AXELOS Limited, reproduced under licence from AXELOS Limited.  All rights reserved

COURSE DURATION

·      3 Days in class or E-learning

COURSE DESCRIPTION

This course provides and overview of the service transition stage in the service lifecycle and all of its related activities. This course helps to impart, test, and validate the knowledge on industry best practices in service management as documented in the ITIL Service Transition publication.

This course will help attendees gain competency and skills in the following areas:

·      Intro to service transition

·      Service transition principles

·      Service transition processes

·      Managing people through service transitions

·      Organizing for service transition

·      Technology considerations

·      Implementation and improvement of service transition

·      Challenges, critical success factors and risks


WHAT YOU GET

           Expert Instructor lead training

           iPad Air

           Electronic copy of the course material 

           Study guide to assist with exam preparation

           2 official sample exams to prepare for the test

           Pass or its on us commitment

COURSE OUTLINE

1.     Introduction to service transition

1.1.  Purpose, goals, and objectives of service transition

1.2.  Scope of service transition

1.3.  Value to the business

1.4.  Context of service transition in the service lifecycle

2.     Service transition principles

2.1.  Service transition policies, principles and best practices

2.2.  How to use metrics to ensure the quality of a new or changed service and the effectiveness and efficiency of service transition

2.3.  Inputs and outputs from service transition as interfaces with the other service lifecycle phases

3.     Service transition processes

3.1.  Transition planning and support

3.1.1.     Purpose, goals, and objectives

3.1.2.     Scope

3.1.3.     Value to the business

3.1.4.     Policies and principles

3.1.5.     Challenges and Risk

3.1.6.     Roles and responsibilities

3.2.  Change Management

3.2.1.     Purpose, goals, and objectives

3.2.2.     Scope

3.2.3.     Value to the business

3.2.4.     Policies and principles

3.2.5.     Challenges and Risk

3.2.6.     Roles and responsibilities

3.3.  Release and deployment

3.3.1.     Purpose, goals, and objectives

3.3.2.     Scope

3.3.3.     Value to the business

3.3.4.     Policies and principles

3.3.5.     Challenges and Risk

3.3.6.     Roles and responsibilities

3.4.  Service asset and configuration management

3.4.1.     Purpose, goals, and objectives

3.4.2.     Scope

3.4.3.     Value to the business

3.4.4.     Policies and principles

3.4.5.     Challenges and Risk

3.4.6.     Roles and responsibilities

3.5.  Service validation and testing

3.5.1.     Purpose, goals, and objectives

3.5.2.     Scope

3.5.3.     Value to the business

3.5.4.     Policies and principles

3.5.5.     Challenges and Risk

3.5.6.     Roles and responsibilities

3.6.  Change evaluation

3.6.1.     Purpose, goals, and objectives

3.6.2.     Scope

3.6.3.     Value to the business

3.6.4.     Policies and principles

3.6.5.     Challenges and Risk

3.6.6.     Roles and responsibilities

3.7.  Knowledge management

3.7.1.     Purpose, goals, and objectives

3.7.2.     Scope

3.7.3.     Value to the business

3.7.4.     Policies and principles

3.7.5.     Challenges and Risk

3.7.6.     Roles and responsibilities

3.8.  A management perspective of the purpose and value of the service transition process, how they integrate within the service transition stage and how they interface with other lifecycle stages

4.     Managing people through service transitions

4.1.  How to address and manage the communication and commitment aspects of service transition

4.2.  How to manage organizational and stakeholder change

4.3.  How to develop a stakeholder management strategy, map and analyze stakeholders and monitor changes in stakeholder commitment

5.     Organizing for service transition

5.1.  How the technical and application management functions interface with service transition

5.2.  The interfaces that exist between service transition and other organizational units

5.3.  Service transition roles and responsibilities, where and how they are used, and examples of how small or larger service transition organizations would be structured to use these roles

5.4.  Why service transition needs service design and service operation. What it uses from them and how

6.     Technology Considerations

6.1.  Technology requirements that support the service transition stage and its integration into the service lifecycle

6.2.  Types of knowledge management, service asset and configuration management and workflow tools that can be used to support service transition

7.     Implementation and improvement of service design

7.1.  The key activities for introducing and integrated service transition approach into an organization

7.2.  The design, creation, implementation and use of service transition in a virtual or cloud environment

8.     Challenges, critical success factors, and risks

8.1.  Insight and guidance for service transition, risks, and critical success factors associated with the strategy stage

WHO SHOULD ATTEND?

·      Chief Information Officers (CIOs)

·      Chief Technology Officers (CTOs)

·      Managers within IT

·      Supervisory staff

·      Team leaders

·      Service design engineers

·      IT architects

·      IT planners

·      IT audit managers

·      Auditors

·      Project managers

·      Project team members

·      IT security managers

·      ITSM trainers involved with the ongoing management, co-ordination and integration of strategic activities

·      Individuals who require a deeper understanding of the strategy stage of the service lifecycle

·      Internal or external consultants

·      Individuals seeking to gain the ITIL Expert certification

 

PREREQUSITES

·      Hold the ITIL V3 or 2011 foundation certificate

·      A basic understand of IT and approximately 2 years of relevant IT experience

Recommended

·      At least 21 hours of personal study prior the start of the class

·      Review of the service transition publication

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