Course Overview
This hands on program leads to a Certificate in ITIL Service Lifecycle Management – Service Transition.
This program is for IT professionals working within, or about to enter, an IT environment requiring a
detailed understanding of the processes, functions and activities associated with the Service Transition
domain of the ITIL Service Lifecycle. Upon successful completion of the education and examination,
students can expect to gain competencies in the following IT Service Transition areas including
Introduction to Service Transition, Service Transition Principles, Service Transition Processes, Service
Transition related activities, Organization and technology for Service Transition, Understanding
Implementation approaches, Service Transition roles, Challenges, Critical success factors and risks.
Course Outline
Course Introduction 3m
Course Introduction
Chapter 01 – Course Introduction 13m
Lesson: Course Organization
Welcome to the Course!
Mentoring Community Introductions
Why Are You Here?
Using Bloom’s Taxonomy
What Do You Expect?
Housekeeping Online
Lesson: Course Conventions & Agenda
Conventions Used
Quizzes & Exercises
ITIL Qualification Scheme
ITIL Lifecycle Exam
Getting Started with an Online Class
Chapter 01 Review
Chapter 02 – Service Transition 33m
Lesson: Introduction to Service Transition
The Service Lifecycle
Managing Across the Lifecycle
The Service Transition Model
Purpose, Goals & Objectives of Service Transition
Scope of Service Transition
Value of Service Transition
Lesson: Principles of Service Transition
Principles of Service Transition
Service Transition Governance
Service Transition Management
Service Transition Quality
The Service \”V\” Model
Optimizing Service Transition Performance
Lesson: Service Transition Summary
Service Transition Summary
Checkpoint
Chapter 02 Review
Chapter 03 – Service Transition Processes 3h 56m
Lesson: Planning & Support
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Activities
Develop Transition Strategy
Prepare for Service Transition
Plan & Coordinate Transition
Advise Transition Teams
Support Transition Administration
Monitor Transition Progress
Triggers, Inputs & Outputs
Relationships
Critical Success Factors
Challenges & Risks
Summary
Lesson: Change Management
Introduction to Change Management
Purpose, Goals & Objectives of Change Management
Scope of Change Management
Value of Change Management
Concepts of Change Management
Activities of Change Management
The Change Advisory Board (CAB)
Change Types
Change Model
Change Proposal
Change Process Flow
Create & Review Request for Change
Assess & Evaluate Request for Change
Authorize Change
Change Authorization Model
Coordinate Change
Review & Close Change
Standard Change
Triggers, Inputs & Outputs
Relationships
Critical Success Factors
Challenges & Risks
Change Management Summary
Lesson: Service Asset & Configuration Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Configuration Management System
Definitive Media Library
Activities
Configuration Activity Model
Management & Planning
Configuration Identification
Configuration Control
Status Accounting & Reporting
Verification & Audit
Triggers, Inputs & Outputs
Relationships
Critical Success Factors
Challenges & Risks
Summary
Lesson: Release & Deployment Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Release Package
Activities
Planning
Prepare Build, Test & Deployment
Build & Test
Test & Pilot Service
Plan & Prepare for Deployment
Transfer, Deploy & Retire
Verify Deployment
Early Life Support
Review & Close Deployment
Review & Close Service Transition
Triggers, Inputs & Outputs
Relationships
Critical Success Factors
Challenges & Risks
Summary
Lesson: Service Validation & Testing
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Validation & Testing Process
Activities
Validation & Test Management
Plan & Design Test
Verify Test Plan & Acceptance
Prepare Test Environment
Perform Test
Evaluate Exit Criteria & Report
Clean Up & Close
Triggers, Inputs & Output
Relationships
Critical Success Factors
Challenges & Risks
Summary
Lesson: Change Evaluation
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Evaluation Point Scope
Activities
Service Evaluation Terms
Change Evaluation Process
Evaluation Plan
Understand Intended Effects of Change
Understand Unintended Effects of Change
Consider Factors Affecting Change
Evaluate Predicted Performance
Evaluate Actual Performance
Manage Risk
Evaluation Report
Triggers, Inputs & Outputs
Relationships
Critical Success Factors
Challenges & Risks
Summary
Lesson: Knowledge Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
DIKW Structure
SKMS Relationships
Activities
Knowledge Management Strategy
Knowledge Transfer
Data & Information Transfer
Service Knowledge Management System (SKMS)
Utilization of SKMS
Triggers, Inputs & Outputs
Relationships
Critical Success Factors
Challenges & Risks
Summary
Checkpoint
Chapter 03 Review
Chapter 04 – Common Service Transition Activities 37m
Lesson: Common Activities
Managing Communication & Commitment
Service Transition Communication
Communication Planning
Communication Strategy
Communication Methods
Motivation & Communication
Managing Organization & Stakeholder Change
Management of Change
Strategy & Design of Change
Methods, Practices & Techniques
Tips for Managing Change
Organizational Transformation
Organizational Change Strategies
Overcoming Resistance to Change
Stakeholder Management
Stakeholder Management Strategy
Stakeholder Map & Analysis
Changes in Stakeholder Commitment
Lesson: Common Activities Summary
Common Activities Summary
Checkpoint
Chapter 04 Review
Chapter 05 – Structure, Technology & Implementation 1h 2m
Lesson: Organizing Service Transition
Introduction
Organizational Context
Service Transition Roles
Service Owner
Process Owner
Process Manager
Process Practitioner
Service Transition Manager
Planning & Support
Change Management Roles
Change Authority & CAB Roles
SACM Roles
Release & Deployment Roles
Release Packaging & Build
Deployment
Early Life Support
Build & Test Environment Management
Service Validation & Testing Roles
Change Evaluation Roles
Knowledge Management Roles
Relationships
Lesson: Technology Considerations
Tools
Knowledge Management Tools
Collaboration
Communities
Workflow Management
Configuration Management System
Lesson: Implementing Service Transition
Integrated Approach to Service Transition
Implementation Stages
Justifying Service Transition
Designing Service Transition
Introducing Service Transition
Cultural Change Aspects
Critical Success Factors
Challenges
Risks
Lesson: Structure, Technology & Implementation Summary
Structure, Technology & Implementation Summary
Checkpoint
Chapter 05 Review
Course Closure
Total Duration: 6hrs 23m