The ITIL Service Transition course provides, tests and validates knowledge on industry practices in service management as documented in the ITIL Service Transition publication. The course and associated examination are free-standing and form part of the ITIL intermediate lifecycle stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management and carries a credit value of 3 points.
Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this ITIL Service Transition certificate:
The course and examination are suitable for:
Students wishing to attend this ITIL Service Transition course and take the examination must fulfil the following requirements:
In addition, it is desirable that students have a basic IT literacy and around 2 years IT experience.
The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, practical exercises and examination practice, reinforced through the trainers proven implementation track record.
The course will cover:
The purpose, goals, objectives and scope of service transition, the business value of service transition activities, the context of service transition in the ITIL service lifecycle and the inputs and outputs of service transition
Aspects of the basic guiding principles of service transition, specifically key policies and principles that enable the implementation of service transition best practice
The managerial and supervisory aspects of the ITIL processes covered in the service transition stage, excluding the day-to-day operation of the processes (covered in the Release, Control and Validation Capability module)
A high-level view of the communications and stakeholder management activities which support service transition. Managing communications, commitment, organizational change and stakeholder change. Aspects of organizational roles and responsibilities and how to plan and implement organizational change. Methods, practices and techniques relating to assessing organizational readiness for, and monitoring progress of, organizational change
Roles, responsibilities and organizational structures appropriate within service transition. The organizational context of service transition with a review of the relationship of service transition with other lifecycle phases
Technology’s role in service transition and how it should be “designed in”. The mechanisms for maintaining and maximizing benefit from the technology, from enterprise-wide tools through to more specific IT Service Management technology and support tools
The implementation and improvement of service transition in an organization
The challenges and critical success factors (CSFs) facing service transition and how risk mitigation contributes to service transition
Delegates will be issued with a course workbook, in-course hand-outs and other relevant material.
The qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions. Successful delegates will be awarded the ITIL Intermediate Qualification: Service Transition Certificate.
The qualification is free standing, but also counts as 3 credits towards the ITIL Expert Certification.
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