ITIL® v3 Intermediate Qualification: Service Transition

• Purpose and goals
• 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

• Examining all of the services, their utilities and warranties
• 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

Primary ITIL processes within Service Transition
Change Management

• Managing changes in a controlled and consistent manner with minimum disruption: The Seven Rs
• Maintaining standardized methods for efficient and prompt handling of all changes
• Optimizing 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 Management Knowledge System (SKMS)
• The Data-Information-Knowledge-Wisdom structure

Release and Deployment Management

• Assembling and positioning all aspects of services into production
• Establishing effective use of new or changes services
• Delivering changes at optimized speed, risk and cost

Other considerations

• Transition planning and support
• Service Validation and Testing: the Service V Model
• Evaluating performance vs. expectations

Common Service Transition Operational Activities

• 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

Organizing for Service Transition

• Roles and responsibilities
• Applying Service Transition to multiple circumstances
• Identifying the organizational context

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

Implementing and Improving Service Transition

• 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

• Pre-course reading required
• Approximately 1 hour of home study each evening
• Course fee includes the ITIL Intermediate Qualification: Service Transition Certification Exam
• The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day