ITIL Intermediate Service Transition Training and Certification



  • IT Service Management


  • ITIL Intermediate Service Transition Certification (Lifecycle Stream) Workshop

Increased competitiveness, complex business processes and technology explosion has lead to a compulsion of specialized skills marked as a mandatory for individuals involved in delivering these business services. Foundation level knowledge is nowadays a pre-requisite for perfoming service management activities, at the same time, it is also important to have specialized knowledge and expertise in handling practical real-life situations.
The ITIL Intermediate Qualification : Service Transition is part of the ITIL Intermediate lifecycle stream and one of the modules that leads to ITIL Expert in IT Service Management Certificate.
Who should attend?
The course is designed for, 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
Course Prerequisites
Delegates willing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the 2011 Foundation or V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
Course Objectives
• Plan key activities for service transition processes
• Improve the quality of IT service provisioning within an organisation
• Enhance service transition through effective impact analysis of changes (7 Rs of Change Management)
• Evaluate service transition processes with critical success factors and key performance indicators
• Extensive exposure of service transition principles
• Learn and apply knowledge management principle of DIKW (Data-Information-Knowledge-Wisdom) to service transition processes
• Stakeholder analysis and engagement
• Prepare for and take the ITIL Intermediate Qualification: Service Transition Certification Exam
Course Outline
• Introduction to Service Transition
• Service Transition Principles
• Management and control of all Service Transition activities
• Service Transition Related activities around communications, commitment and organisational change
• Organising Service Transition
• Control and coordination of Service Transition technology related activities
• Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks
Course Mode:
• Instructor Led - Complete Classroom Learning with limited class size. The course includes work-based practical activities and discussions as well as real-life case studies.
Course Duration:
• 3 Days (Examination is conducted at the end of 3rd day of training)

Course Deliverables
• Pre-study enrollment pack consisting of ITIL reference materials
• Officially accredited extensive ITIL Courseware
• Real life case studies and practical assignments including extensive review sessions
• Official ITIL sample papers (2 sets)
• Extensive Support (Email/Phone) (Access to Innate Labs - ITIL Forums)
• Earn 24 PMI® PDUs
 100% passing guarantee - Else we pay your re-exam fees
Course Fees Includes:
• ITIL Training Fees
• ITIL 2011 Intermediate Qualification - Service Transition Certification Examination Fees
• 4-Star Conferencing Facilities including lunch, Tea/Coffee
• Course Deliverables as stated above

Certification Examination Details:
• Examination Format : Multiple choice, scenario-based, gradient scored questions
• Number of Questions : 8
• Pass Score : 70% i.e. 28/40
• Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
• Exam mode : Online or Paper Based Examination fully accredited by APMG-International - UK

Introduction and Overview

  • Purpose and objectives
  • Linking service transition to other ITIL lifecycle stages
  • How service transition creates business value
  • Service transition principles: the concept of service and the role of utilities and warranties

Key Principles of Service Transition

  • Establishing a formal policy and common framework for implementation of all required changes
  • Supporting knowledge transfer, decision support and the reuse of processes, systems and other elements
  • Anticipating and managing course corrections
  • Ensuring involvement of service transition requirements throughout the lifecycle
  • Optimising service transition performance and typical metrics that can be used

Primary ITIL Processes within Service Transition

Change management

  • Managing changes in a controlled and consistent manner with minimum disruption
  • Maintaining standardised methods for efficient and prompt handling of all changes
  • Optimising business risk

Service asset and configuration management

  • Identifying, controlling and accounting for service assets and CIs
  • Recording all changes in the configuration management system

Knowledge management

  • Enabling informed decision making with a service knowledge management system
  • The Data-to-Information-to-Knowledge-to-Wisdom structure

Release and deployment management

  • Assembling and positioning all aspects of services into production
  • Establishing effective use of new or changed services
  • Delivering changes at optimised speed, risk and cost

Other considerations

  • Transition planning and support
  • Service validation and testing
  • Evaluating performance vs. expectations

Managing People through Service Transitions

  • The nature, purpose and value of supporting service transition activities
  • Managing communications and commitment
  • Managing organisational and stakeholder change
  • Stakeholder management
  • The role and requirements of service transition in other ITIL processes

Organising for Service Transition

  • Roles and responsibilities
  • Applying service transition to multiple circumstances
  • Identifying the organisational context

Technology-Related Issues

  • Defining technology and tool requirements
  • Analysing the technology requirements for the elements of service transition
  • Supporting service transition through technology
  • Integrating service transition into the entire lifecycle
  • Matching technology to the organisational situation

Implementing and Improving Service Transition

  • Implementing service transition in a virtual or cloud environment
  • The challenges facing service transition
  • Identifying CSFs and risks that affect the viability of new and changed services
  • Establishing critical success factors and key performance indicators (KPIs)
  • Estimating benefits and risks for new or changed services
  • Incorporating external factors into the analysis

What is this course all about?
In this course, you learn how to plan, execute, manage and optimise the service transition processes. Through personalized coaching, practical assignments, real life case studies, practice (mock) exams and extensive review sessions, you not only gain the requisite knowledge to take the ITIL Intermediate Qualification: Service Transition Certification Exam but also gain detailed insights in the service transition guidance as provided by the ITIL Framework.
What background do I need?
As mentioned in the Course Details section, you would be requiring to hold ITIL 2011 Foundation Certificate OR ITIL V3 Foundation Certificate OR V2 Foundation plus Bridge Certificate to attend this course and take the ITIL Certification Exam on the final day of class.
Does this course counted towards the credits for ITIL Expert certification?
Yes, as you achieve the ITIL Intermediate Qualification: Service Transition, you gain three credits towards the ITIL Expert certification. To be able to gain the ITIL Expert certification, you require to earn minimum of 22 credits. Please refer:
What were the changes to the syllabus as part of change for ITIL 2011 Edition?
The service transition syllabus has minor changes to the coverage required within each syllabus section and some minor changes to the recommended contact hours for each section. There are no changes to the processes included in the syllabus, although the process previously called evaluation is now referred to as change evaluation. Some topics previously covered in the first section, “Introduction to service transition,” are now covered in the second section, “Service transition principles.” The section previously called “Service transition common operation activities” is now “Managing people through service transitions." At the same time, that section still covers many of the same topics. Some of the topics earlier covered in “Implementing and improving service transition” have been moved to a new section called “Challenges, critical success factors and risks.”
Is this course aligned and updated according to the changes of ITIL 2011 Edition?
Yes. This course is updated as per latest ITIL 2011 edition.
What are the changes being made to ITIL Service Transition : Best Practice Guidance book for ITIL 2011 Edition?
The structure, content and relationships of the service knowledge management system (SKMS) and configuration management system (CMS) has been made more clear to enable the delegate to understand these key concepts with ease. There is new content detailing how a change proposal should be applied in practice. The evaluation process has been renamed as change evaluation, and the purpose and scope have been updated to simplify when and how this process should be used. The service asset and configuration management process contains supplementary content relating to asset management, and there are enhancement in the flow and integration of a number of processes, including change evaluation, change managementand release and deployment management.
What is the difference between Lifecycle and Capability Qualification Certification?
The Lifecycle and Capability certification forms the two streams/paths, or branches, of the ITIL intermediate-level qualification scheme.
The Lifecycle stream-which includes the service transition qualification-consists of five modules or certifications. These certifications focus on the service lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality service management practices in an organisation.
The Capability certificates, which are made up of four modules, are focused toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire service lifecycle.