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ITIL® Service Lifecycle: Service Transition

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service transition phase of the service lifecycle. You'll focus on service transition purpose, principles, processes, activities, functions, technology, and implementation considerations. This course utilizes lecture, exercises, and scenario-based on real-life situation to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam.

This course is intended for

·         IT operations, technical, or IT management personnel requiring more information about ITIL best practices

·         Individuals who require a detailed understanding of the ITIL service transition stage of the ITIL service lifecycle and of how it may be implemented to enhance the quality of IT service provision within an organization

·         IT professionals working within, or about to enter, a service transition environment and requiring a detailed understanding of the processes, functions and activities involved

Yêu cầu cơ bản/Prerequisites:

·         To prepare for the international certificate, we recommend that you review the ITIL 2011 publication Service Transition (2011 Edition, ISBN 9780113313068) and complete at least 21 hours of personal study

·         The ITIL Foundation Certification.

  • Importance of service management as a practice concept and service transition principals, purpose, and objectives
  • How all processes in ITIL service transition interact with other service lifecycle processes
  • Sub-processes, activities, methods, and functions used in each of the ITIL service transition processes
  • Roles and responsibilities within ITIL service transition and the activities and functions to achieve operational excellence
  • How to measure ITIL service transition
  • Technology and implementation considerations surrounding ITIL service transition
  • Challenges, critical success factors, and risks associated with ITIL service transition.

Module 1: Introduction to ITIL Service Transition

·         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

Module 2: 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

Module 3: 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

·         Acknowledging and reducing 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

Module 4: 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

Module 5: Organizing for Service Transition

·         Roles and responsibilities

·         Applying service transition to multiple circumstances

·         Identifying the organizational context

Module 6: 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

Module 7: 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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