ITIL V3 Service Transition (HF439S)

This 3-day course covers the Service Transition component of the ITIL® lifecycle. Topics include change management, service asset and configuration management, service release and deployment, service validation and testing, change evaluation, and decision making with the Service Management Knowledge System (SMKS). The course prepares attendees for the ITIL® Intermediate Qualification: Service Transition Certificate, one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.

Course outline
  • Introduction to Service Transition
  • The purpose and objectives of service transition
  • The scope of service transition and ways that service transition adds value to the business
  • The context of service transition in relation to all other lifecycle stages
  • Service Transition Principles
  • Service transition policies, principles and best practices for service transition
  • How to use metrics to ensure the quality of a new or changed service and the effectiveness and efficiency of service transition
  • The inputs to and outputs from service transition as it interfaces with the other service lifecycle phases
  • Service Transition Processes
  • A management perspective of the purpose and value of the service transition processes, how they integrate within service transition and how they interface with other lifecycle phases
  • Processes: Transition Planning and Support, Change Management, Service Asset and Configuration Management, Release and Deployment Management, Service Validation and Testing, Change Evaluation, Knowledge Management
  • Managing People through Service Transitions
  • How to address and manage the communication and commitment aspects of service transition
  • How to manage organizational and stakeholder change
  • How to develop a stakeholder management strategy, map and analyse stakeholders and monitor changes in stakeholder commitment
  • Organizing for service transition
  • How the technical and application management functions interface with service transition
  • The interfaces that exist between service transition and other organizational units (including programmes, projects, service design and suppliers) and the ?handover points? required to ensure delivery of new or change services within the agreed schedule
  • Service transition roles and responsibilities, where and how they are used, as well as examples of how small or larger service transition organizations would be structured to use these roles
  • Why service transition needs service design and service operation, what it uses from them and how
  • Technology Considerations
  • Technology requirements that support the service transition stage and its integration into the service lifecycle
  • Types of knowledge management, service asset and configuration management and workflow tools that can be used to support service transition
  • Implementing and improving service transition
  • The key activities for introducing an integrated service transition approach into an organization
  • The design, creation, implementation and use of service transition in a virtual or cloud environment.
  • Challenges, critical success factors and risks
  • Be able to provide insight and guidance for service transition challenges, risks and critical success factors