Overview
5 Days $0 or FREE WITH SATVs (?)
The ITIL Intermediate Qualification: Service Transition Certificate is a free-standing qualification, but 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 purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Transition publication.
- Course Introduction
- Welcome to the Course!
- Mentoring Community Introductions
- Why Are You Here?
- Using Bloom’s Taxonomy
- What Do You Expect?
- Housekeeping Online
- Conventions Used
- Quizzes & Exercises
- ITIL Qualification Scheme
- ITIL Lifecycle Exam
- Getting Started with an Online Class
- Module 01 Review
- 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
- Principles of Service Transition
- Service Transition Governance
- Service Transition Management
- Service Transition Quality
- The Service “V” Model
- Optimising Service Transition Performance
- Service Transition Summary
- Checkpoint
- Module 02 Review
- 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
- 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
- Authorise Change
- Change Authorisation Model
- Coordinate Change
- Review & Close Change
- Standard Change
- Triggers, Inputs & Outputs
- Relationships
- Critical Success Factors
- Challenges & Risks
- Change Management Summary
- 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
- 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
- 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
- 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
- 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)
- Utilisation of SKMS
- Triggers, Inputs & Outputs
- Relationships
- Critical Success Factors
- Challenges & Risks
- Summary
- Checkpoint
- Module 03 Review
- Managing Communication & Commitment
- Service Transition Communication
- Communication Planning
- Communication Strategy
- Communication Methods
- Motivation & Communication
- Managing Organisation & Stakeholder Change
- Management of Change
- Strategy & Design of Change
- Methods, Practices & Techniques
- Tips for Managing Change
- Organisational Transformation
- Organisational Change Strategies
- Overcoming Resistance to Change
- Stakeholder Management
- Stakeholder Management Strategy
- Stakeholder Map & Analysis
- Changes in Stakeholder Commitment
- Common Activities Summary
- Checkpoint
- Module 04 Review
- Introduction
- Organisational 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
- Tools
- Knowledge Management Tools
- Collaboration
- Communities
- Workflow Management
- Configuration Management System
- Integrated Approach to Service Transition
- Implementation Stages
- Justifying Service Transition
- Designing Service Transition
- Introducing Service Transition
- Cultural Change Aspects
- Critical Success Factors
- Challenges
- Risks
- Structure, Technology & Implementation Summary
- Checkpoint
- Module 05 Review
- Course Closure
- ITIL® Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).