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ITIL® V3 Service Lifecycle - Service Transition
Duration: 3 Days
The Knowledge Academy Materials and trainers
The Knowledge Academy ITIL® course materials and trainers are accredited by APM Group Ltd. ensuring that delegates receive a consistently high standard of training. The Knowledge Academy course materials are regularly assessed and maintained in line with stringent standards administered by APM Group Ltd. The Knowledge Academy trainers are regularly assessed by The Knowledge Academy and AMP Group Ltd. to ensure that their knowledge of Service Desk Management and ITIL® are strong enough to deliver training that helps delegates extract maximum benefit from attending our courses.
Pre Reading Material
It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.
Please note that delegates are advised to purchase and read the following publication in advance of the course
ISBN 9780113310722
It is also strongly recommended that candidates:
• Can demonstrate familiarity with IT terminology and understand the context of Service Strategy management in their own business environment
• Have exposure working in a Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following Service Deployment Management and Evaluation Management
• Complete the pre-course work which includes reading the Key Element Guide Service Transition and Key Element Guide Service Operation. If possible, reading the ITIL Service Lifecycle core publications—in particular, the Service Transition and Service Strategy books—in advance of attending the training will help with overall understanding of the course.
It is recommended that Intermediate courses require approximately 1 hour of home study each evening.
APMG Intermediate examination
The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.
The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark is 70% or more.
Course Content
Candidates can expect to gain knowledge and understanding in the following:
Introduction to Service Transition
• The Flow of Service Transition and where the “Service Transition evaluation points occurs in the
flow
• Ways that Service Transition adds value to the business
• The inputs to and outputs from Service transition as it interfaces with the other service lifecycle
phases
• The fundamental aspects of Service Transition and be able to define them
Service Transition Principles
• The utility of a service as defined in terms of the business outcomes that customers expect
• How services provide value by increasing the performance of customer assets while removing
risks
• Service Transition best practices in relation to stakeholder relationships and how these best
practices can be applied
• How to ensure the quality of a new or changed service
Service Transition Processes
• How to integrate Service Transition with the processes that interact with Service Transition
• The flow of Service Transition as it relates to the transition planning, transition support, service
validation and testing as well as evaluation.
Service Transition related activities
• How to address and manage Communication aspects/strategy of Service Transition
• How to address organizational change from planning through to communication and
implementation, and the interactions with the other lifecycle stages
• How to use all the methods, practices and techniques available to manage change
• Stakeholder management and how to achieve this within an existing organization
Organizing for Service Transition
• Service Transition roles and responsibilities, where and how they are used as well as how a
Service Transition organization would be structured to use these roles
• The interfaces that exist between Service Transition and other organizational units (including third
parties) and the “handover points”
• Why Service Transition needs Service Design and Service Operation, what it uses from them and
how
Consideration of Technology
• Technology requirements that supports Service Transition, where and how these would be used
• Types of Knowledge Management, Service Asset and Configuration Management and workflow
tools that can be used to support Service Transition
Implementation and improvement of Service Transition
• The stages for introducing Service Transition into an organization
• The design, creation, implementation and use of Critical Success Factors and Key Performance
Indicators as ways to measure and improve Service Transition
• Challenges, risks and prerequisites for success in Service Transition
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