ITIL Service Transition (ST) Training

Duration:

3 Days- includes lecture, exam preparation, and exam

Audience:

Employees of federal, state and local governments; and businesses working with the government.

Prerequisites:

To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:

  • Must hold the ITIL v3 foundations certificate in IT Service Management or ITIL v2 foundations plus the Bridge Certificate and must be presented prior to class
  • There are no minimum requirements but a basic IT literacy and 2+ years IT experience are highly desirable

It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:

  • Introduction to Service Transition
  • Service Transition Principles
  • Managing people through Service Transitions
  • Service Transition Processes
  • Organizing for Service Transition
  • Technology Considerations
  • Implementing and Improving Service Transition
  • Challenges, Critical Success Factors and Risks

In addition, the training will include examination preparation, including a mock examination opportunity.

Target Audience

The main target group for the ITIL Intermediate Qualification: Service Transition Certificate includes, but is not restricted to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and ITSM trainers.

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 syllabus may also be of interest to:

  • Individuals who require a detailed understanding of the ITIL Service Transition phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working within, or about to enter, a Service Transition environment and requiring a detailed understanding of the processes, functions and activities involved
  • Individuals seeking the ITIL Expert in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

Exam

90-minute timed test
Closed book
Passing score: 28/40 or 70%

Objectives

Introduction to Service Transition

  • The purpose and objective of Service Transition
  • The goals of Service Transition
  • The scope of Service Transition and the processes within Service Transition
  • The context of Service Transition in the service lifecycle
  • Value to business

Service Transition Principles

  • Optimizing Service Transition performance and typical metrics that can be used
  • Service Transition inputs and outputs by Lifecycle stage
  • The key policies and best practice principles that aid effective Service Transition

Service Transition 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

  • Managing Communications and Commitment
  • Managing Organizational and Stakeholder Change
  • Stakeholder Management

Organizing for Service Transition

  • Service Transition Roles and Responsibilities
  • Organizational development
  • Role of technical and application management
  • Organizational context for Transitioning a service
  • The relationship of Service Transition with other Lifecycle phases

Technology Considerations

Technology requirements for Service Transition that support Service Transition as a whole, and that support Service Transition’s integration into the whole lifecycle, including:

  • Knowledge management tools
  • Collaboration
  • Configuration management system
  • Implementing and Improving Service Transition
  • Key activities in the introduction Service Transition to an organization
  • An Integrated approach to Service Transitions processes
  • Implementing Service Transition in a virtual or cloud environment

Challenges, Critical Success Factors and Risks

  • Potential implementation risks that could affect services currently in transition and being planned
  • Measurements through analyzing critical success factors
  • Challenges facing service transition
  • External factors that affect the approach to Service Transition

Summary, Exam Preparation and Directed Studies

Eligibility for the exam

To be eligible for the ITIL Intermediate Qualification Service Transition examination, candidates shall
fulfil the following requirements:

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum requirement but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination