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 Course Benefits
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Learn how to successfully implement ITIL Service Transition best practices
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Learn how to manage the efficient and effective transition of new or changed services - including activities such as communications, commitment and organizational change
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Understand how to provide value to the customer, service provider and IT organization
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Learn how to analyse, justify and select the implementation approach, challenges, critical success factors and risks
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Learn the knowledge required to pass the ITIL Intermediate Service Transition Exam
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Gain an additional 3 credits towards your ITIL Expert certification status
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Course Quick Links
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Service Transition - Course Introduction
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The Service Lifecycle stream contains five courses that all focus on concepts relevant to management and control.
This ITIL V3 Intermediate Qualification: Service Transition is a free-standing qualification, but is also part of the ITIL Intermediate Service Lifecycle stream, and one of the courses that leads to the ITIL Expert in IT Service Management Certificate.
The learning units within each module of the Service Lifecycle stream are:
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Introduction and Principles |
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Processes and Activities |
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Technology |
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Implementation |
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Challenges, critical success factors and risks |
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An understanding of all elements of the Lifecycle stage, processes, activities, technology, organization, challenges are all included and are to be used within a management and control context. |
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Service Transition - Key Learning Outcomes |
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The Definition of Service Transition, including its purpose and objective
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How all processes in ITIL Service Transition interact with other Service Lifecycle Processes
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The roles and responsibilities in ITIL Service Transition and the activities and functions to achieve excellence
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Explain how to measure ITIL Service Transition
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Understanding of technology and implementation considerations surrounding ITIL Service Transition
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Challenges, Critical Success Factors and Risks associated to ITIL Service Transition
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Service Transition - Course Contents
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Introduction to Service Transition
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- Service Transition as a practice
- Service, its value proposition and value composition
- Functions, Processes and Roles
- The purpose, goals and objectives of Service Transition
- The scope of Service Transition and the types of processes used by Service Transition
- The position of Service Transition within the service lifecycle, the interfaces, inputs and outputs
- Potential value to business
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Service Transition Principles
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Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
- The concept of service and role of utilities, warranties, capabilities and resources in delivering the service
- The key policies and best practice principles that aid effective Service Transition
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Service Transition Processes
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This unit covers the managerial and supervisory aspects of the ITIL processes covered in the Service Transition stage.
Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
- Transition Planning and Support
- Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Service Validation and Testing
- Evaluation
- Knowledge Management
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Service Transition Related Activities
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This unit provides a high-level view of the communications and stakeholder management activities which support Service Transition.
Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
- Managing Communications and Commitment
- Managing Organizational and Stakeholder Change
- Organisational roles, responsibilities and Service Transition roles within organisational change
- Planning and Implementing organisational change, and the outputs from other lifecycle stages which assist with managing organizational change
- Assessing organisational readiness for and monitoring progress of organizational change Methods, practices and techniques used in managing change
- Stakeholder Management
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Organising for Service Transition
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Considers the roles and responsibilities appropriate within Service Transition and the Service Transition focused capabilities.
It will also cover possible Service Transition organizational structures and their applicability to different circumstances.
Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
- Service Transition Roles and Responsibilities
- Organizational context for Service Transition
- The relationship of Service Transition with other lifecycle phases
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Technology Considerations for Service Transition
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Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
- Technology requirements for Service Transition that support Service Transition as a whole and, support Service Transition’s integration into the entire service lifecycle
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Implementation and Improvement of Service Transition
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Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
- The stages of introducing Service Transition to an organisation, including: -
- Justification
- Design
- Management of cultural change and risks and beneficial values
- Measurements through analysing critical success factors and key performance indicators
- Challenges, pre-requisites for success and risks that affect the likely viability of new and changed services
- Challenges facing service transition and the external factors that affect the approach to service transition
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Service Transition – Training and Certification Contents
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This course is delivered online through a dedicated learning portal
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You have 100 consecutive days online access to: -
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Extended Video tutorials (watch as often as you like)
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Downloadable, detailed study guides (printable too)
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Mindmap and supporting learning resources
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Practice quizzes and exercises to reinforce learning
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Copy of official course syllabus and study planner
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ITIL V3 Service Transition full text and diagrams
(one year’s access – eBook format)
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ITIL Expert Tutor Support (via Email)
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Two official practice exam papers plus answers
(with full rationale behind each answer)
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Exam Preparation guide with hints and tips
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Your Web Based Exam with instant on-screen results
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Official Certificate and PIN delivered to your door
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Free additional course access – in the event you are unsuccessful in your final certification exam
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Course Pre-Requisites and Entry Criteria
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All candidates must already hold the Foundation Certificate in IT Service Management - this means either the ITIL V3 Foundation Certificate; or the ITIL V2 Foundation and the ITIL V2-V3 Foundation Bridge Certificate.
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The appropriate certificate(s) must be provided by email (attachment) or fax (a copy) before successfully gaining admission to this course.
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You can use our online form to upload your certificate(s) when you purchase.
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Service Transition - Exam Entry Criteria
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Mandatory:
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Minimum of 21 study hours across the course content - this means watching all the video tutorials at least twice, reviewing the study guides, your own revision, quizzes, tutorials and practice examinations with full answer rationale
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Proof of holding the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate
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Recommended:
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At least an additional 21 hours of personal study by reviewing the syllabus and the Service Operation eBook (included) in preparation for the examination
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Basic IT literacy and around 2 years IT experience are also highly desirable
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Service Transition - Exam Details
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The exam is web based and may be taken at a location such as your place of work (typically a quiet office or meeting room) or a public library
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You will arrange your own local ‘proctor’ – this is someone who arranges and supervises your exam session for you and complies with the examination agencies rules
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Your exam is 90 minutes (or 120 minutes if English is not your native language) and consists of 8 complex multiple choice, scenario based questions.
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Gradient scoring is used whereby each question will have 4 possible answer options; one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
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The pass mark for the exam is 28 marks out of 40 (70%)
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Service Transition - Course Details
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Ask questions & get answers