ITIL V3 Intermediate In Service Transition Certificate
Course Objective
Candidates can expect to gain competencies in the following upon successful completion of the
education and examination components related to this certification:
Introduction to Service Transition
Service Transition Principles
Management and control of all Service Transition activities
Service Transition Related activities around communications, commitment and organisational
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
In addition the training for this certification should include examination preparation, including a mock
examination opportunity.
Pre-requisites
Delegates must already hold the ITIL® V3 Foundation or V2 Foundation plus the Foundation Bridge
Certificate.
It is expected that individuals demonstrate familiarity with IT terminology and understand the context
of Operational Support and Analysis management of their own business environment.
Who Should Take this course
The course covers the management-level concepts
of Service Transition and core information of
the supporting activities within Service Transition,
but not the specific details of each of the
supporting processes.
The main target group for the ITIL Intermediate
Qualification: Service Transition Certificate includes, but
is not restricted to:
Chief Information Officers (CIOs)
Chief Technology Officers (CTOs)
Managers
Supervisory staff
Team leaders
Service designers
IT architects
IT planners
IT consultants
IT audit managers
IT security managers
IT trainers
Training Duration:
Full-Time : 4 days (Time : 9.30am-5.30pm)
Training Methodology & Materials:
This is an intensive four-day course which includes the ITIL® V3 Service Operation examination
which takes place on the final day.
Course Outline:
Upon successful completion of this course delegates will be able to demonstrate competencies
in the following:
Learning Unit ST01: Introduction to Service Transition
Bloom’s Level 2 Objectives – Full understanding of Service Transition terms and core concepts
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
Learning Unit ST02: Service Transition Principles
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
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
Learning Unit ST03: Service Transition Processes
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
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.
Learning Unit ST04: Service Transition related activities
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
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
Learning Unit ST05: Organizing for Service Transition
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
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
Learning Unit ST06: Consideration of Technology
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
Technology requirements that supports Service Transition, where and how these would be used
Types of Knowledge Management, Service Asset and Configuration Management and workflow
Learning Unit ST07: Implementation and improvement of Service Transition
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
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
Copyright © 2008