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ITIL Service Transition & Service Operation Fast Track

ITIL® (Information Technology Infrastructure Library) is the most widely accepted approach to IT service management best practice.

This comprehensive bootcamp brings together the official ITIL lifecycle certification for Service Transition and Service Operations. The course will provide you with critical knowledge and practical guidance on:
• ensuring that the introduction, deployment, transfer and decommissioning of new or changed services is consistently well managed.
• the service delivery and support phase within ITIL’s service lifecycle model, viewed as the “factory” of IT.

Successful Service Transition depends on an effective understanding and application of Change Management, quality assurance and risk management, as well as effective program and project management. This makes it possible, at every stage through Service Transition to plan, monitor and confirm progress against current business requirements, not just for one service but across all services in transition. Service Transition does not end abruptly when a new or changed service goes live; rather, it works with Service Operation to deliver early life support.

Service Operation staff should have in place processes and support tools that provide an end-to-end view of Service Operation and delivery, rather than separate components such as hardware, software applications and networks. This overall view facilitates the detection of any threats or failures to service quality, and must be extended to encompass external aspects of service provision, including, where necessary, shared or interfacing processes and tools.

Target group

The training ITIL® Classroom is designed to provide insight into the basic processes of Service Management, understanding, and is therefore especially suitable for:

CIOs
CTOs
Managers
Supervisory Staff
Team Leaders
Designers
Architects
Planners
IT Consultants
IT Audit Managers
IT Security Managers
Any IT professional involced in the transition or operation of IT Services.

 

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

 

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Learning Objectives

  • Walk away with critical knowledge and practical guidance on ensuring that the introduction, deployment, and decommissioning of new or changed services is consistently well managed.
  • Integrate your Software Development Methodology with effective Release and Change Management practices.
  • Reduce the risk of service outages through management assessments and increased accountability.
  • Establish a holistic and responsive testing and validation practice and function in support of quality assurance.
  • Formalize a business focused evaluation process to ensure that both functional and non-functional requirements are met.
  • Identify and implement appropriate levels of control and separation of duties for the service transition to production.
  • Improve your organization’s business value with knowledge and practical guidance on how to establish the processes required to run a stable day-to-day IT operations environment.
  • Establish enterprise IT operations and monitoring practices to assure successful IT service delivery.
  • Stabilize steady state and lights on practices by integrating events to Incident and Problem Management.
  • Stop Service Desk horror stories by implementing end-to-end ownership of Incidents.
  • Assure that the promise of the implemented services are meeting the needs of the customers.
  • Move from reactive operations to proactive management by assuring support processes adhere to defined policies
  • Understand how the traditional functions of IT Management play multiple critical roles across various IT processes
  • Assure the type and amount of application and technical resources are available when needed

Pre-Requisites

To enrol in this course you need to have the following certificates 'ITIL® Foundations' .

Course Content

What You Will Learn

Service Transition:
• Review of Service Transition processes and their associated roles, responsibilities, challenges, risks and critical success factors, including:
o Transition Planning and Support
o Knowledge Management
o Service Asset and Configuration Management
o Change Management
o Release and Deployment Management
o Service Validation and Testing
o Change Evaluation
• Interaction of Service Transition processes with other Service Lifecycle processes Managing communication and commitment
• Managing organizational and stakeholder change
• Technology and implementation considerations for Service Transition

Service Operations:
• Review of Service Operation processes and their associated roles, responsibilities, challenges, risks and critical success factors, including:
o Incident Management
o Problem Management
o Request Fulfillment
o Event Management
o Access Management
• Review of core Service Operation activities, including:
o Monitoring and Control
o Mainframe Management
o Server Management and Support
o Network Management
o Database Management
o Desktop Support
o Internet/Web Management
o Facilities and Datacenter Management

• Interaction of Service Operation processes with other Service Lifecycle processes
• Mapping of Service Operation functions to roles, responsibilities and activities
• Technology and implementation considerations for Service Operation

Exams & Certification

Certification

ITIL® Intermediate Certificate in Service Transition
ITIL® Intermediate Certificate in Service Operation

This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Service Transition and Service Operations.

You will sit two 90-minute exams scheduled on the third and fifth days of the course. Each exam consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the exams, sample exams are delivered during the course. A passing mark of 70% is required to receive your certificates (3 ITIL credits per course)

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Online Courses

You may prefer an online course if you are looking for a flexible and cost-effective solution. Online courses allow you to study at your own pace, at a time that suits you.

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