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