Fully accredited training course
Credits awarded: 3
Verified 'ITIL Leader' 2019
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6 months access
20+ hours of course material
Quizzes & revision modules
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The purpose of this course is to help you gain a detailed understanding of industry practices in IT service management (ITSM), as documented in the ITIL Service Transition (ST) publication.
This course offers everything you need to prepare for, take and pass the ITIL Service Transition exam, including a FREE exam voucher. Success in the exam will also earn you 3 credits towards the 22 credits needed to gain the ITIL Expert qualification.
Why take this course?
This ITIL Intermediate course covers the management-level concepts and core information of the supporting activities within ITIL Service Transition (ST), but not specific details about each of the supporting processes. It also provides a complete overview of the Service Transition module, including all of its related activities.
The Service Transition module uses the outputs from ITIL Service Design (SD) to ensure that service solutions are brought into live operation smoothly, fulfilling agreed customer and business requirements.
This course is intended for management and supervisory level staff. You may be involved in service transition yourself, or you may just wish to understand the processes and principles involved. In order to take this course, you must have successfully passed the ITIL Foundation examination.
This course is fully accredited by PeopleCert and licensed by AXELOS as an official examination institute for an ITIL Service Transition qualification in IT Service Management.
Students who take this course will learn:
A good understanding of the principles of ITIL Service Transition, along with its processes and other aspects of this crucial ITIL Service Lifecycle stage
A detailed understanding of industry practices in service management, as documented in the ITIL Service Transition publication
The management-level concepts and core information of the supporting activities within Service Transition
Everything needed to pass the official ITIL Service Transition (ST) exam
Mark Smalley - IT Management Consultant & Author, Contributor to the ITIL 4 Framework, Good e-Learning Ambassador
Many individuals and corporate organizations around the world use Good e-Learning to remain relevant in today's changing world. Their ITIL courses are attractively presented and easy to follow giving students the best possible chance at succeeding in the examination
Module 1: Introduction to Service Transition
This module covers the core concepts of Service Transition in terms of its purpose, objectives, scope and its relationship to the other ITIL lifecycle stages.
The module covers:
The purpose and objective of service transition
The scope of service transition
Service transition’s value to the business
The candidate must able to understand and describe the context of service transition in relation to the other 4 stages of the service lifecycle:
Continual Service Improvement
Module 2: Service Transition Principles
The learning objectives for this module cover the knowledge, interpretation and analysis of:
Service transition principles, techniques and relationships
Application to ensure new, modified or retired services meet the expectations of the business
Service transition policies, principles and best practices
How service transition performance can be optimized
Inputs and outputs by lifecycle stage
The candidate must be able to understand, describe and apply the concept of:
Service and role of utilities, warranties, capabilities and resources
Key policies and best practice principles
Module 3: Service Transition Processes
The module covers the managerial and supervisory aspects of service transition processes. It excludes the day-to-day operation of each process.
More detailed process operation guidance is covered in the service capability courses.
Each process is considered from the management perspective. That means at the end of this module you should understand those aspects that would be required to understand each process and its interfaces, oversee its implementation and judge its effectiveness and efficiency.
The module will cover:
Transition planning and support
Service asset and configuration management
Release and deployment management
Service validation and testing
Module 4: Managing People through Service Transition
This module introduces a high-level view of the communications and stakeholder management activities which support Service Transition.
Candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze the subject areas of:
Managing communications and commitment
Managing organizational and stakeholder change
Managing communications and commitment through service transition
Service transition’s role in organizational change
Service transition’s approach to stakeholder management
Module 5: Organizing for Service Transition
This module explores roles, responsibilities and organizational structures that are appropriate within Service Transition.
Organizational development and the role of technical and application management function in service transition
Organizational context for transitioning of a service
Service transition roles and responsibilities
Organizational context of service transition
Module 6: Technology Considerations
This module covers technology considerations for service transition. Technology’s role in service transition is explored, as well as how it should be “designed in”, and the mechanisms for maintaining and maximizing benefit from the technology.
This module enables understanding of the following:
Technology requirements for service transition that support service transition as a whole and that support service transition’s integration into the whole lifecycle
Knowledge management tools
Collaboration and configuration management systems
Module 7: Implementation and Improvement of Service Transition
This module covers the challenges of implementing and improving Service Transition by looking at Key activities in the introduction of service transition, developing an integrated approach to service transition processes and implementing service transition in a virtual or cloud environment.
The candidate must be able to understand and describe:
Key activities in the introduction of service transition
An integrated approach to service transition processes
Implementing service transition in a virtual or cloud environment
Module 8: Challenges, Critical Success Factors and Risks
The learning objective for this module is to understand the challenges, risks and critical success factors relating to service transition.
Challenges facing service transition
Critical success factors
External factors that affect the approach to service transition
Module 9: Exam Preparation
This unit summarizes the material covered in the previous units and prepares candidates for the examination.
It is likely that most course providers will wish to offer and review at least one opportunity for a mock examination.
Exams / Assessments
In order to achieve this ITIL Intermediate qualification, you must pass the ITIL® Service Transition Certificate in IT Service Management exam.
You can take the exam online (virtually) using a service provided by PeopleCert.
This course comes with a FREE exam voucher and is eligible for exam pledge (a free resit on us!) - That's how confident we are that you'll pass first time!
Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.
What you need to know about the exam:
It is a complex multiple-choice exam with 8 scenario-based questions
There is a time limit of 90 minutes to complete the exam
The exam is closed book, with only the provided materials being permitted for use
The pass mark for the exam is 70%: you must get 28 out of 40 questions correct
Successfully passing the exam will earn delegates 3 credits towards ITIL Expert level
In countries where English is a second language, the time allocated for the exam is extended to 120 minutes
You will be tested on:
Introduction to Service Strategy
Service Transition Principles
Service Transition Processes
Managing People through Service Transition
Organizing for Service Transition
Implementation and improvement of service transition
Challenges, critical success factors and risks
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