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.
The course forms part of the ITIL® Intermediate qualification program. 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.
Candidates can expect to gain knowledge and understanding in the following:
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
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
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.
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
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
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
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
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