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ITIL Intermediate ST Online Training

ITIL Intermediate ST


The ITIL Intermediate Service Transition module offers an overview of service transition and its associated activities. With this knowledge, you will be able to hone your change management or configuration management skills, to make a significant contribution to IT service management in a company.
  • Must hold the ITIL Foundation Certificate.
  • It is a 12 days program and extends up to 2hrs each.
  • The format is 40% theory, 60% Hands-on.

  • It is a 3 days program and extends up to 8hrs each.
  • The format is 40% theory, 60% Hands-on.
    Private Classroom arranged on request and minimum attendies for batch is 4.
course content
  • Introduction and Overview
    • Purpose and objectives
    • Linking service transition to other ITIL lifecycle stages
    • How service transition creates business value
    • Service transition principles: the concept of service and the role of utilities and warranties
  • Key Principles of Service Transition
    • Establishing a formal policy and common framework for implementation of all required changes
    • Supporting knowledge transfer, decision support and the reuse of processes, systems and other elements
    • Anticipating and managing course corrections
    • Ensuring involvement of service transition requirements throughout the lifecycle
    • Optimizing service transition performance and typical metrics that can be used
  • Primary ITIL Processes within Service Transition
    • Change management
      • Managing changes in a controlled and consistent manner with minimum disruption
      • Maintaining standardized methods for efficient and prompt handling of all changes
      • Optimizing business risk
    • Service asset and configuration management
      • Identifying, controlling and accounting for service assets and CIs
      • Recording all changes in the configuration management system
    • Knowledge management
      • Enabling informed decision-making with a service knowledge management system
      • The Data-to-Information-to-Knowledge-to-Wisdom structure
    • Release and deployment management
      • Assembling and positioning all aspects of services into production
      • Establishing effective use of new or changed services
      • Delivering changes at optimized speed, risk and cost
    • Other considerations
      • Transition planning and support
      • Service validation and testing
      • Evaluating performance vs. expectations
  • Managing People through Service Transitions
    • The nature, purpose and value of supporting service transition activities
    • Managing communications and commitment
    • Managing organizational and stakeholder change
    • Stakeholder management
    • The role and requirements of service transition in other ITIL processes
  • Organizing for Service Transition
    • Roles and responsibilities
    • Applying service transition to multiple circumstances
    • Identifying the organizational context
  • Technology-Related Issues
    • Defining technology and tool requirements
    • Analyzing the technology requirements for the elements of service transition
    • Supporting service transition through technology
    • Integrating service transition into the entire lifecycle
    • Matching technology to the organizational situation
  • Implementing and Improving Service Transition
    • Implementing service transition in a virtual or cloud environment
    • The challenges facing service transition
    • Identifying CSFs and risks that affect the viability of new and changed services
    • Establishing critical success factors and key performance indicators (KPIs)
    • Estimating benefits and risks for new or changed services
    • Incorporating external factors into the analysis
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