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ITIL Intermediate Service Transition 2011 Edition

Course Overview

The ITIL® v3 (version 3) ST (Service Transition) course is part of the ITIL® v3 Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® v3 Service Transition Intermediate exam.

Who Should Attend

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Service Transition phase of the ITIL® core Lifecycle and the affected processes, functions and activities and their application.

Course Objectives

This qualification provides a complete management-level overview of Service Transition including all its related activities. Candidates can expect to gain competencies in the following: • Introduction to service transition • Service Transition principles • Service Transition processes • Managing people through service transitions • Organizing for Service Transition • Technology considerations • Implementing and improving service transition • Challenges, critical success factors and risks. In addition, the training for this certification includes examination preparation, and a mock examination.

Other Prerequisites

An ITIL v3 Foundation certificate and preferably two years work experience in an IT Service Management environment.

Course Outline

1 - COURSE INTRODUCTION

  • The term "Service Transition", and how it fits in the overall core ITIL Lifecycle
  • The main purpose and objectives of Service Transition
  • The ITIL processes primarily covered in Service
  • Transition
  • The functions within Service Transition
  • The value to the business

2 - PRINCIPLES

  • Define and implement a formal policy
  • Implement all changes to services
  • Adopt a common framework and standards
  • Maximize re-use of established processes and systems
  • Align Service Transition plans with the business needs
  • Maintain relationship with stakeholders
  • Provide systems for knowledge transfer and decision support
  • Assuring the quality of new or changed services
  • Plan release and deployment packages
  • Proactively improve quality

3 - PROCESSES

  • Transition planning and Support
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Service Valuation and Testing
  • Change Evaluation
  • Knowledge Management

4 - ACTIVITIES

  • Communication
  • Organizational Change
  • Organizational Change Products
  • Planning/ Implementing Change
  • Resistance to Change
  • Stakeholder Management

5 - ORGANIZATION

  • Change Management
  • Service Asset and Configuration Management
  • Service Validation and Testing
  • Release and Deployment
  • Request Fulfillment
  • Service Performance and Risk Evaluation
  • Service Knowledge Management

6 - TECHNOLOGY CONSIDERATIONS

  • Service Transition support tools
  • ITSM Technology
  • Knowledge Management tools
  • Collaboration - Communities and Workflow Management
  • Configuration Management System (CMS)

7 - IMPLEMENTATION AND IMPROVEMENT

  • Justifying Service Transition
  • Designing Service Transition
  • Introducing Service Transition
  • Cultural Change
  • Risks and Value
  • Implementing Challenges, CSFs and Risks
  • Service Transition under difficult circumstances

8 - CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS

  • Challenges, Critical Success Factors and Risks

9 - EXAM PREPARATION

  • Sample Exams
  • Feedback
  • Recap

Enroll Today

This is a 4-day class

Price: $2,595.00
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