Course Description
The ITIL® ST (Service Transition) course is part of the ITIL® Intermediate Lifecycle Stream. The course prepares candidates to take the ITIL® Service Transition Intermediate exam as well as providing valuable knowledge that can be implemented.
TARGET AUDIENCE:This course is recommended for 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 transitionService Transition principlesService Transition processesManaging people through service transitionsOrganizing for Service TransitionTechnology considerationsImplementing and improving service transitionChallenges, critical success factors and risks.In addition, the training for this certification includes examination preparation, and a mock examination.
Agenda
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
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
PROCESSES
- Transition planning and Support
- Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Service Valuation and Testing
- Change Evaluation
- Knowledge Management
ACTIVITIES
- Communication
- Organizational Change
- Organizational Change Products
- Planning/ Implementing Change
- Resistance to Change
- Stakeholder Management
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
TECHNOLOGY CONSIDERATIONS
- Service Transition support tools
- ITSM Technology
- Knowledge Management tools
- Collaboration - Communities and Workflow Management
- Configuration Management System (CMS)
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
CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS
- Challenges, Critical Success Factors and Risks
EXAM PREPARATION
- Sample Exams
- Feedback
- Recap
Audience
This course is recommended for 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.
Comments
Virtual ITIL® Intermediate 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.