ITIL v3 - Service Transition (ST)
This 3-day course engages learners in the overall concepts, processes, policies and methods associated with the Service Transition phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Transition stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL® best practice and positions the student to successfully complete the associated exam
AUDIENCE
- IT operations, technical, or IT management personnel requiring more information about ITIL best practices
- Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
LEARNING OBJECTIVES
- Importance of service management as a practice concept and service transition principals, purpose, and objectives
- How all processes in ITIL service transition interact with other service lifecycle processes
- Sub-processes, activities, methods, and functions used in each of the ITIL service transition processes
- Roles and responsibilities within ITIL service transition and the activities and functions to achieve operational excellence
- How to measure ITIL service transition
- Technology and implementation considerations surrounding ITIL service transition
- Challenges, critical success factors, and risks associated with ITIL service transition
PREREQUISITES
- ITIL Foundation Certification (v3 or newer) required
- Two years of relevant work experience
- To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publicationService Transition (2011 Edition, ISBN 9780113313068) and complete at least 21 hours of personal study
Classroom Live Outline
1. Service Transition
- Purpose and Objectives
- Scope
- Business Value
- Context
- Processes
2. Service Transition Principles
- Policies
- Define and Implement a Formal Policy
- Implement All Changes to Services
- Adopt a Common Framework and Standards
- Maximize Reuse of Established Processes and Systems
- Align Plans with the Business Needs
- Establish and Maintain Relationships with Stakeholders
- Establish Effective Controls and Disciplines
- Provide Systems for Knowledge Transfer and Decision Support
- Plan Release Packages
- Anticipate and Manage Course Corrections
- Proactively Manage Resources Across Service Transition
- Ensure Early Involvement in the Service Lifecycle
- Provide Assurance of the Quality of the New or Changed Service
- Proactively Improve Quality During the Service Transition
- Optimizing Performance
- Inputs and Outputs by Lifecycle Stage
3. Transition Planning and Support
- Purpose and Objectives
- Scope of Transition Planning and Support
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Process Interfaces with Transition Planning and Support
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
4. Service Asset and Configuration Management
- Purpose and Objectives
- Scope of Service Asset and Configuration Management
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Process Interfaces with Service Asset and Configuration Management
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
5. Change Management
- Purpose and Objectives
- Scope of Change Management
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Process Interfaces with Change Management
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
6. Change Evaluation
- Purpose and Objectives
- Scope of Change Evaluation
- Business Value
- Policies, Principles, and Basic Concepts
- Key Terminology
- Activities, Methods, and Techniques
- Trigger, Inputs, and Outputs
- Process Interfaces with Change Evaluation
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
7. Release and Deployment Management
- Purpose and Objectives
- Scope of Release and Deployment Management
- Business Value
- Policies and Principles
- Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Process Interfaces with Release and Deployment Management
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
8. Service Validation and Testing
- Purpose and Objectives
- Scope of Service Validation and Testing
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Trigger, Inputs, and Outputs
- Process Interfaces with Service Validation and Testing
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
9. Knowledge Management
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Process Interfaces with Knowledge Management
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
10. Managing People and Organizing for Service Transition
- Managing Communications and Commitment
- Managing Organizational and Stakeholder Change
- Organizational Development
- Functions
- Organizational Context for Transitioning A Service
11. Technology and Implementation Considerations
- Knowledge Management Tools
- Collaboration
- Configuration Management System
- Integrated Approach to Service Transition Processes
- Implementing Service Transition in a Virtual or Cloud Environment
12. Service Transition Challenges, Risks, and CSFs
- Challenges
- Risks
- CSFs
- External Factors
13. Exam Preparation/Mock Exam
14. Exam
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