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 ITIL®
Service Transition Certification Program
Program Overview
The ITIL®
Intermediate Qualification: Service Transition Certificate is a
free-standing qualification, but is also part of the ITIL®
Intermediate Lifecycle stream, and one of the modules that leads to
the ITIL® Expert in IT Service Management. The
purpose of this training module and the associated exam and
certificate is, respectively, to impart, test, and validate the
knowledge on industry practices in service management and design as
documented in the ITIL® Service Transition
publication.
Duration
This program
is offered over a 3-day period and includes approximately 21 hours
of student-instructor interaction; a 1.5 hours formal certification
exam on the following week.
The course
approach combines theoretical and hands-on knowledge transfer,
including individual and group practical exercises.
Current Delivery Method
- Instructor
led Classroom based
(In-House and Public Course)
- The Minimum
number of students per session is 6 where the maximum
is 12.
Audience
The target group of the ITIL® Expert Qualification
Service Transition is:
·
Individuals who require a deep understanding of
ITSM/ITIL® Service Transition phase and its related processes and
how it may be used to enhance the quality of IT service support
within an organization.
·
IT professionals that are working within an
organization that has adopted and adapted ITIL® who need to
contribute to an ongoing service improvement program This may
include but is not limited to, CIOs, CTOs, managers, supervisory
staff, team leaders, designers, architects, planners, IT
consultants, IT audit managers, IT security managers, service test
managers and ITSM, trainers, business managers and business process
owners.
Exam Note:
The success in achieving this certification
is highly dependant upon participants’ effort in doing their
homework, and self-study before and during the program. Therefore,
it is highly recommended that
The exam is scheduled one week to maximum two weeks after the
training to allow sufficient time for preparation.
Participants may purchase the appropriate ITIL® OGC publication to enable them proper review, study and
preparation.
Prerequisites
·
Individuals who have attained and have a proof of one
of the following certifications:
-
ITIL® Foundation certificate in Service Management; OR
-
V2
Foundation plus the V3 Foundation Bridge certificate;
It is also strongly recommended that course
participants:
·
Possess 2 to 4 years professional experience working
in IT Service Management
·
Have exposure working in the service management
capacity within a service provider environment, with responsibility
emphasizing on at least one of the following management processes:
-
Event
Management Process
-
Incident Management Process
-
Request Fulfillment Process
-
Problem Management Process
-
Access Management Process
-
Service Desk
-
Technical Management
-
IT
Operations Management
-
Application Management
Content and Objectives
Through a series of lectures designed at achieving a
clear understanding of the ITIL® Best Practice lifecycle approach
and through various exercises, assignments and discussions,
participants will gain the necessary knowledge enabling them to
capture:
·
Introduction to Service Transition
·
Service Transition Principles
·
Management and control of all Service Transition
activities
·
Service Transition Related activities around
communications, commitment and organizational change
·
Organizing 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.
The program
will cover the following modules:
Introduction
This module introduces the candidate to the concepts
and terminology of the Service Lifecycle and the role of ST within
the Lifecycle, where the course participants will have the ability
to capture, understand and describe:
·
Service Transition as a practice
·
Service, its value proposition and value composition
·
Functions, Processes and Roles
·
The purpose, goals and objectives of Service
Transition
·
The scope of Service Transition and the types of
processes used by Service Transition
·
The position of Service Transition within the
service lifecycle , the interfaces, inputs and outputs
·
Potential value to business
Service
Transition Principles
This module covers the basic guiding principles of
Service Transition, where the course participants will have the
ability to capture, understand and describe, identify, demonstrate,
apply distinguish, produce, decide or analyze:
·
The concept of service and role of utilities,
warranties, capabilities and resources in delivering the service
·
The key policies and best practice principles that
aid effective Service Transition.
Service
Transition Processes
This module covers the managerial and supervisory
aspects of the ITIL® processes covered in the Service Transition
stage (but excludes the day to day operation of the processes which
are primarily covered in the Release, Control and Validation
module); where the course participants will have the ability to
capture, understand and describe, identify, demonstrate, apply
distinguish, produce, decide or analyze:
·
Transition Planning and Support
·
Change Management
·
Service Asset and Configuration Management
·
Release and Deployment Management
·
Service Validation and Testing
·
Evaluation
·
Knowledge Management
Service
Transition related activities
This module provides a high-level view of the
communications and stakeholder management activities which support
Service Transition; where the course participants will have the
ability to capture, understand and describe, identify, demonstrate,
apply distinguish, produce, decide or analyze:
·
Managing Communications and Commitment
·
Managing Organizational and Stakeholder Change
·
Organizational roles, responsibilities and Service
Transitions Roles within organizational change
·
Planning and Implementing organizational change, and
the outputs from other lifecycle stages which assist with managing
organizational change
·
Assessing organizational readiness for and monitoring
progress of organizational change
·
Methods, practices and techniques used in managing
change
·
Stakeholder Management
Organizing
for Service Transition
This module considers the roles and responsibilities
appropriate within Service Transition and the Service Transition
focused capabilities. It will also cover possible Service Transition
organizational structures and their applicability to different
circumstances; where the course participants will have the ability
to capture, understand and describe, identify, demonstrate, apply
distinguish, produce, decide or analyze:
·
Service Transition Roles and Responsibilities
·
Organizational context for Service Transition
·
The relationship of Service Transition with other
lifecycle phases
Consideration
of Technology
This module covers technology considerations for
Service Transition; where the course participants will have the
ability to capture, understand and describe, identify, demonstrate,
apply distinguish, produce, decide or analyze:
·
Technology requirements for Service Transition that
support Service Transition as a whole and, support Service
Transition’s integration into the whole lifecycle.
Implementation and improvement of Service Transition
This module covers the implementation and improvement
of Service Transition in an organization; where the course
participants will have the ability to capture, understand and
describe, identify, demonstrate, apply distinguish, produce, decide
or analyze:
·
The stages of introducing Service Transition to an
organization including:
o
Justification
o
Design
o
Management of cultural change and risks and
beneficial values
·
Measurements through analyzing critical success
factors and key performance indicators
·
Challenges, pre-requisites for success and risks that
affect the likely viability of new and changed services.
Challenges facing service transition and the external
factors that affect the approach to service transition
Summary, Exam Preparation and Directed Studies
This module summarizes the material covered in the
previous modules and prepares candidates for the examination through
the review and practice of a mock examination. The Examination is
comprised of eight
(8) multiple choice, scenario-based, gradient scored questions. The
standard duration of the exam is Maximum 90 minutes.
Program Material
This training program includes the following as
reference documentation:
·
Program slide presentation
·
ITIL® acronyms and glossary
·
Sample examination questions and answers
Simulation and practical application
· We
provide the students with real life experiences; we use the client
organization as “Case study” example for the purpose of discussion
to show the value of using best practice. We integrate group
exercises and sample exam questions to simulate and practice the
subject matter.
Please
Click Here to
contact our Training Program Advisor to obtain more detail on this program.
 
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