Introduction and Overview

1. Purpose and goals

2. Linking Service Transition to other ITIL® lifecycle stages

3. How Service Transition creates business value

4. Service Transition principles: the concept of service and the role of utilities and warranties

Key Principles of Service Transition

1. Examining all of the services, their utilities, and warranties

2. Establishing a formal policy and common framework for implementation of all required changes

3. Supporting knowledge transfer, decision support and the reuse of processes, systems and other elements

4. Anticipating and managing course corrections

5. Ensuring involvement of Service Transition requirements throughout the lifecycle

Primary ITIL® processes within Service Transition

1. Change Management

2. Managing changes in a controlled and consistent manner with minimum disruption: The Seven Rs

3. Maintaining standardized methods for efficient and prompt handling of all changes

4. Optimizing business risk

Service Asset and Configuration Management

1. Identifying, controlling and accounting for service assets and CIs

2. Recording all changes in the Configuration Management system

Knowledge Management

1. Enabling informed decision making with a Service Management Knowledge System (SKMS)

2. The Data-Information-Knowledge-Wisdom structure

Release and Deployment Management

1. Assembling and positioning all aspects of services into production

2. Establishing effective use of new or changes services

3. Delivering changes at optimized speed, risk and cost

Other considerations

1. Transition planning and support

2. Service Validation and Testing: the Service V Model

3. Evaluating performance vs. expectations

Common Service Transition Operational Activities

1. The nature, purpose, and value of supporting Service Transition activities

2. Managing communications and commitment

3. Managing organizational and stakeholder change

4. Stakeholder Management

5. The role and requirements of Service Transition in other ITIL® processes

Organizing for Service Transition

1. Roles and responsibilities

2. Applying Service Transition to multiple circumstances

3. Identifying the organizational context

Technology-Related Issues

1. Defining technology and tool requirements

2. Analyzing the technology requirements for the elements of Service Transition

3. Supporting Service Transition through technology

4. Integrating Service Transition into the entire lifecycle

5. Matching technology to the organizational situation

Critical Success Factors and Risks

1. The challenges facing Service Transition

2. Identifying CSFs and risks that affect the viability of new and changed services

3. Establishing critical success factors and key performance indicators (KPIs)

4. Estimating benefits and risks for new or changed services

5. Incorporating external factors into the analysis

CERTIFICATION EXAMINATION

1. At least 21 contact hours of instruction

2. Basic IT literacy or around 2 years of IT experiences is desirable

3. Hold the ITIL v3 Foundation Certificate in IT Service Management

4. Passing score is 70%. Eight (8) multiple choice, scenario based, gradient scored questions