ITIL® v3 Service Transition (ST)

Based on the 2011 Edition

Class Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:

Introduction to Service Transition
Service Transition Principles
Managing people through Service Transitions
Service Transition Processes
Organizing for Service Transition
Technology Considerations
Implementing and Improving Service Transition
Challenges, Critical Success Factors and Risks

In addition, the training will include examination preparation, including a mock examination opportunity.

Target Audience

The main target group for the ITIL Intermediate Qualification: Service Transition Certificate includes, but is not restricted to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and ITSM trainers.

The course covers the management and control of the activities and techniques within the Service Transition stage, but not the detail of each of the supporting processes.

This course syllabus may also be of interest to:

Individuals who require a detailed understanding of the ITIL Service Transition phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
IT professionals working within, or about to enter, a Service Transition environment and requiring a detailed understanding of the processes, functions and activities involved
Individuals seeking the ITIL Expert in IT Service Management for which this qualification can be one of the prerequisite modules
Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

Prerequisites

To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:

Must hold the ITIL v3 foundations certificate in IT Service Management or ITIL v2 foundations plus the Bridge Certificate and must be presented prior to class
There are no minimum requirements but a basic IT literacy and 2+ years IT experience are highly desirable
It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination
Approximately 2 hour of home study each evening

Course Length

Three days- includes lecture, exam preparation, and exam

Exam

90-minute timed test
Closed book
Passing score: 28/40 or 70%

Class Size

Maximum of 18 students

Objectives

Introduction to Service Transition

The purpose and objective of Service Transition
The goals of Service Transition
The scope of Service Transition and the processes within Service Transition
The context of Service Transition in the service lifecycle
Value to business

Service Transition Principles

Optimizing Service Transition performance and typical metrics that can be used
Service Transition inputs and outputs by Lifecycle stage
The key policies and best practice principles that aid effective Service Transition

Service Transition Processes

Transition Planning and Support
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Service Validation and Testing
Change Evaluation
Knowledge Management

Managing People Through Service Transitions

Managing Communications and Commitment
Managing Organizational and Stakeholder Change
Stakeholder Management

Organizing for Service Transition

Service Transition Roles and Responsibilities
Organizational development
Role of technical and application management
Organizational context for Transitioning a service
The relationship of Service Transition with other Lifecycle phases

Technology Considerations

Technology requirements for Service Transition that support Service Transition as a whole, and that support Service Transition’s integration into the whole lifecycle, including:

Knowledge management tools
Collaboration
Configuration management system

Implementing and Improving Service Transition

Key activities in the introduction Service Transition to an organization
An Integrated approach to Service Transitions processes
Implementing Service Transition in a virtual or cloud environment

Challenges, Critical Success Factors and Risks

Potential implementation risks that could affect services currently in transition and being planned
Measurements through analyzing critical success factors
Challenges facing service transition
External factors that affect the approach to Service Transition

Summary, Exam Preparation and Directed Studies

Eligibility for the exam

To be eligible for the ITIL Intermediate Qualification Service Transition examination, candidates shall
fulfil the following requirements:

At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
There is no minimum requirement but a basic IT literacy and 2+ years IT experience are highly desirable
Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination

Related downloads

ITIL v3 Service Transition Syllabus·v5.1

ITIL v3 Service Transition Sample Exam #1

ITIL v3 Service Tranistion Sample Exam #2

ITIL v3 Service Transition Detailed Course Overview

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