Course Description
Dieser Intermediate Kurs vermittelt einen vertieften Einblick in die ITIL� Service Transition Phase. Die Teilnehmer erarbeiten die Kenntnisse des Gesamtkonzepts, der Prozesse, Policies und Methoden im Zusammenhang mit der Transition Phase.
COURSE OBJECTIVES:Dieses Training bereitet die Teilnehmer auf die anerkannte ITIL� Service Transition Zertifizierung vor und ist Bestandteil der ITIL� Expert Zertifizierung.
Agenda
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
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
Audience
Dieser dreitägige Service Transition Lifecycle Kurs richtet sich an Personen, die ein ITIL® Foundation Zertifikat Version 2011 oder 2007 besitzen und die sich zum ITIL® Experten oder ITIL® Master weiterbilden möchten. Die Teilnehmer vertiefen ihre Service Management Best Practice Ansätze und erlangen ein vertieftes Verständnis für Service Transition.
Comments
Virtual ITIL® Lifecycle Stream - Service Transition (2011 Edition) Online Live training option
Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.