ITIL® Intermediate Capability - Operational Support and Analysis

ITIL Intermediate Module – Service Transition 3-Day Course

Pre-Reading Material

It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.

Please note that delegates are advised to purchase and read the following publications in advance of the course: Service Transition 2011 Edition and Continual Service Improvement 2011 Edition.

It is recommended that Intermediate courses require 2 hours of home study each evening.

ITIL Intermediate Service Transition examination

The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification. The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark is 70% or more.

Course Content

Candidates can expect to gain knowledge and understanding in the following:

Introduction to Service Transition

The Flow of Service Transition and where the “Service Transition evaluation points occurs in the flow Ways that Service Transition adds value to the business

The inputs to and outputs from Service transition as it interfaces with the other service lifecycle phases The fundamental aspects of Service Transition and be able to define them

Service Transition Principles

The utility of a service as defined in terms of the business outcomes that customers expect How services provide value by increasing the performance of customer assets while removing risks

Service Transition best practices in relation to stakeholder relationships and how these best practices can be applied How to ensure the quality of a new or changed service

Service Transition Processes

How to integrate Service Transition with the processes that interact with Service Transition The flow of Service Transition as it relates to the transition planning, transition support, service validation and testing as well as evaluation.

Service Transition related activities

How to address and manage Communication aspects/strategy of Service Transition How to address organizational change from planning through to communication and implementation, and the interactions with the other lifecycle stages How to use all the methods, practices and techniques available to manage change Stakeholder management and how to achieve this within an existing organization

Organizing for Service Transition

Service Transition roles and responsibilities, where and how they are used as well as how a Service Transition organization would be structured to use these roles The interfaces that exist between Service Transition and other organizational units (including third parties) and the “handover points” Why Service Transition needs Service Design and Service Operation, what it uses from them and how

Consideration of Technology

Technology requirements that supports Service Transition, where and how these would be used Types of Knowledge Management, Service Asset and Configuration Management and workflow tools that can be used to support Service Transition

Implementation and improvement of Service Transition

The stages for introducing Service Transition into an organization The design, creation, implementation and use of Critical Success Factors and Key Performance Indicators as ways to measure and improve Service Transition Challenges, risks and prerequisites for success in Service Transition

Exam Format
  • Multiple choice, scenario-based, gradient scored questions.
  • Number of Questions: 8
  • Pass Score: 28/40 or 70%
  • Delivery: Online or Paper Based Examination through an Accredited Training Organization.
  • 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).
  • Closed Book
Course Fee Includes
  • Pre-course material
  • Accredited course with accredited industry-leading trainer
  • Best quality course materials
  • Comfortable and conducive venues with good transportation links
  • ITIL Examination fee and Certificate
  • Refreshments
Course Benefits

Benefits in enrolling with us includes:

  • Best industry accredited and Experienced Trainers
  • Highest Pass Rates - over 98% across all our courses
  • Best industry accredited course materials
  • Most Affordable Top Quality Courses
  • Comfortable and Convenient Venues
  • Refreshments Provided
  • Excellent Customer Service
  • Free Foundation Exam Retake
  • Convenient Weekend Courses
  • Free Practitioner Course Retake
  • Discounts for groups of at least 4 members

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