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ITIL® Intermediate Lifecycle - Service Transition

This course is a four-day classroom training relevant for professionals who play a role in developing, implementing and managing IT service quality in order to deliver business value. This course is a free-standing qualification and is also part of the ITIL® intermediate lifecycle stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.

The ITIL® Service Transition certificate is awarded to candidates passing the examination. Participants will also earn 28 Project Management Institute (PMI) Professional Development Units upon course completion.

 

Objectives

This course and qualification provides a complete management-level overview of service transition including all its related activities.

 

Who Should Attend

This course aims at those IT consultants, IT service providers, IT senior managers, IT managers and supervisory staff, IT audit managers, IT security managers, service designers, IT architects who are involved in the developing, designing, transitioning, managing and delivering of IT Services within the organization.

 

Course Outline

1.   Introduction to service transition

  • The purpose and objectives of service transition
  • The scope of service transition and ways that service transition adds value to the business
  • The context of service transition in relation to all other lifecycle stages

2.   Service transition principles

  • Service transition policies, principles and best practices for service transition
  • How to use metrics to ensure the quality of a new or changed service and the effectiveness and efficiency of service transition
  • The inputs to and outputs from service transition as it interfaces with the other service lifecycle phases

3.   Service transition processes

4.   Managing people through service transition

5.   Organizing for service transition

  • How the technical and application management functions interface with service transition
  • The interfaces that exist between service transition and other organizational units (including programmes, projects, service design and suppliers) and the “handover points Required to ensure delivery of new or change services within the agreed schedule
  • Service transition roles and responsibilities, where and how they are used, as well as examples of how small or larger service transition organizations would be structured to use these roles
  • Why service transition needs service design and service operation, what it uses from them and how

6.   Technology considerations

7.   Implementation and improvement of service transition

8.   Challenges, critical success factors and risks

 

Prerequisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management, which must be presented as documentary evidence to gain admission. Candidates who hold the following ITIL® qualifications are also eligible, and similar evidence will be required:

• Earlier ITIL® (V2) Foundation plus Foundation Bridge

• ITIL® Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

The examination duration is 90 minutes and is a closed-book paper containing 8 scenario-based gradient-scored MCQ (multiple choice questions).

Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

A candidate is expected to answer all questions and must attain a score of 70% (28/40) and above to pass the examination and qualify for certification.

 

Duration

4 Days

 

 

 

All ITIL® courses are offered by BridgingMinds Network Pte Ltd.

ITIL® is a registered trade mark of AXELOS Limited.

 
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