The course outline is based on the latest syllabus from the ITIL® Official Accreditor.

Service Transition Course Syllabus

Course Contents

ITIL Service Transition: 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
• Optimizing 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 standardized methods for efficient and prompt handling of all changes
• Acknowledging and reducing 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 optimized 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 organizational and stakeholder change
• Stakeholder management
• The role and requirements of service transition in other ITIL processes

Organizing for Service Transition

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

Technology-Related Issues

• Defining technology and tool requirements
• Analyzing 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 organizational 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

The ITIL® Official Accreditor changes the course syllabus periodically and we as an Accredited Training Organization must keep current with the latest version of the syllabus.  For the latest version of the course syllabus visit the ITIL® Official Site.

Our course is updated as soon as the ITIL® Official Accreditor has made a change to the syllabus to ensure that student is studying the material that is in scope.

Our course is designed to be true to the ITIL® books.  You will learn core ITIL® content.