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ITIL Inter - Service Transition

The ITIL Service Transition course is one of the five modules that make up the ITIL Intermediate "lifecycle stream".

Successful completion of the course and exam provides delegates with a Certificate in its own right and 3 ITIL credits towards the ITIL Expert qualification.

This ITIL Intermediate course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus.

The course covers the management and control of the activities and techniques within the Service Transition stage of the ITIL lifecycle but not the full detail of each supporting process. [Comprehensive details of the processes from Service Transition are mostly covered in the Release, Control and Validation capability course.]

The course looks at the concept of Service Transition as a practice and at the interfaces between Service Transition and the other stages of the ITIL Service Lifecycle.

The Service Transition course is primarily for IT Managers and Practitioners involved in the strategy, design, implementation and on-going support of business IT services. It is also suitable for those interfacing with information systems who require an insight into Service Management best practice. This may include Business Analysts, Business Relationship Managers, Project and Programme staff.


Bundle Offer   ITIL Expert Bundles from £1,995 - More Details


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Learning Objectives

Successful delegates will understand:

• Introduction to service transition
• Service transition principles
• Service transition processes
• Managing people through service transitions
• Organizing for service transition
• Technology considerations
• Implementing and improving service transition
• Challenges, critical success factors and risks.

Delegates will be fully prepared for the ITIL Service Transition examination which is taken at the end of the course.


ITIL Foundation Certificate in IT Service Management (V3 or 2011 versions)

Basic IT literacy and 2 years' IT experience are recommended.

Course Content

Introduction to Service transition
The purpose, goals 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

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
Effectiveness and efficiency of service transition
The inputs to and outputs from service transition

Service transition processes
A management perspective of the purpose and value of the service transition processes
Integration within service transition and interface with other lifecycle phases

Managing people through service transitions
How to address and manage the communication and commitment aspects
How to manage organizational and stakeholder change
How to develop a stakeholder management strategy
Map and analyse stakeholders and monitor changes in stakeholder commitment

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
Handover points required to ensure delivery of new or changed services
Service transition roles and responsibilities, where and how they are used
How small or larger service transition organizations would be structured to use these roles
Why service transition needs service design and service operation

Service transition technology considerations
Technology requirements that support the service transition stage
Types of knowledge management, service asset and configuration management and workflow tools for service transition

Implementing and improving service transition
Key activities for introducing an integrated service transition approach
The design, creation, implementation and use of service transition in a virtual or cloud environment

Challenges, critical sucess factors and risks
Insight and guidance for service transition challenges, risks and critical success factors

Exams & Certification

ITIL Lifecycle Certificate in Service Transition.

The exam is taken on the final day of the course:

Format:   8 multiple choice, scenario based, gradient scored questions
Duration:   90 minutes
Open Book:   No
Pass Mark:   28/40 or 70%

Successful candidates are awarded 3 ITIL Credits which contribute towards achievement of ITIL Expert

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