Course Description
Summary
In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service transition phase of the service lifecycle. You'll focus on service transition purpose, principles, processes, activities, functions, technology, and implementation considerations. This course utilizes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam is offered on the last day of the course at 3:30 pm.The main process focus areas of this course include:Transition planning and supportService asset and configuration managementChange managementChange evaluationRelease and deployment managementService validation and testingKnowledge managementPlease note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.
Outline
Module 1: Service TransitionPurpose and ObjectivesScopeBusiness ValueContextProcesses
Module 2: Service Transition PrinciplesPolicies •Define and Implement a Formal PolicyImplement All Changes to ServicesAdopt a Common Framework and StandardsMaximize Reuse of Established Processes and SystemsAlign Plans with the Business NeedsEstablish and Maintain Relationships with StakeholdersEstablish Effective Controls and DisciplinesProvide Systems for Knowledge Transfer and Decision SupportPlan Release PackagesAnticipate and Manage Course CorrectionsProactively Manage Resources Across Service TransitionEnsure Early Involvement in the Service LifecycleProvide Assurance of the Quality of the New or Changed ServiceProactively Improve Quality During the Service TransitionOptimizing PerformanceInputs and Outputs by Lifecycle Stage
Module 3: Transition Planning and SupportPurpose and ObjectivesScope of Transition Planning and SupportBusiness ValuePolicies, Principles, and Basic ConceptsActivities, Methods, and TechniquesTriggers, Inputs, and OutputsProcess Interfaces with Transition Planning and SupportCSFs and KPIsChallenges and RisksRoles and Responsibilities
Module 4: Service Asset and Configuration ManagementPurpose and ObjectivesScope of Service Asset and Configuration ManagementBusiness ValuePolicies, Principles, and Basic ConceptsActivities, Methods, and TechniquesTriggers, Inputs, and OutputsProcess Interfaces with Service Asset and Configuration ManagementCSFs and KPIsChallenges and RisksRoles and Responsibilities
Module 5: Change ManagementPurpose and ObjectivesScope of Change ManagementBusiness ValuePolicies, Principles, and Basic ConceptsActivities, Methods, and TechniquesTriggers, Inputs, and OutputsProcess Interfaces with Change ManagementCSFs and KPIsChallenges and RisksRoles and Responsibilities
Module 6: Change EvaluationPurpose and ObjectivesScope of Change EvaluationBusiness ValuePolicies, Principles, and Basic ConceptsKey TerminologyActivities, Methods, and TechniquesTrigger, Inputs, and OutputsProcess Interfaces with Change EvaluationCSFs and KPIsChallenges and RisksRoles and Responsibilities
Module 7: Release and Deployment ManagementPurpose and ObjectivesScope of Release and Deployment ManagementBusiness ValuePolicies and PrinciplesBasic ConceptsActivities, Methods, and TechniquesTriggers, Inputs, and OutputsProcess Interfaces with Release and Deployment ManagementCSFs and KPIsChallenges and RisksRoles and Responsibilities
Module 8: Service Validation and TestingPurpose and ObjectivesScope of Service Validation and TestingBusiness ValuePolicies, Principles, and Basic ConceptsActivities, Methods, and TechniquesTrigger, Inputs, and OutputsProcess Interfaces with Service Validation and TestingCSFs and KPIsChallenges and RisksRoles and Responsibilities
Module 9: Knowledge ManagementPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsActivities, Methods, and TechniquesTriggers, Inputs, and OutputsProcess Interfaces with Knowledge ManagementCSFs and KPIsChallenges and RisksRoles and Responsibilities
Module 10: Managing People and Organizing for Service TransitionManaging Communications and CommitmentManaging Organizational and Stakeholder ChangeOrganizational DevelopmentFunctionsOrganizational Context for Transitioning A Service
Module 11: Technology and Implementation ConsiderationsKnowledge Management ToolsCollaborationConfiguration Management SystemIntegrated Approach to Service Transition ProcessesImplementing Service Transition in a Virtual or Cloud Environment
Module 12: Service Transition Challenges, Risks, and CSFsChallengesRisksCSFsExternal Factors
Module 13: Exam Preparation/Mock Exam
Module 14: Exam