1. Introduction to Service Transition

Introduction to the concepts and terminology in the field of Service Management in general and the main goals and objectives of Service Transition. You will understand:

• Service Transition as a practice
• Service, its value proposition and value composition
• Functions, processes and roles
• The purpose, goals and objectives of Service Transition
• The scope of Service Transition and the types of processes used by Service Transition
• The position of Service Transition within the service lifecycle , the interfaces, inputs and outputs
• Potential value to business

2. Service Transition Principles

The basic guiding principles of Service Transition.

• The concept of service and role of utilities, warranties, capabilities and resources in delivering the service
• The key policies and best practice principles that aid effective Service Transition

3. Service Transition Processes

The managerial and supervisory aspects of the ITIL processes covered in the Service Transition stage – but excluding the day to day operation of the processes which are primarily covered in the Release, Control and Validation module.

• Transition Planning and Support
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Service Validation and Testing
• Evaluation
• Knowledge Management

4. Service Transition Related Activities

High-level view of the communications and stakeholder management activities which support Service Transition in addition to the processes covered in Service Transition Processes:

• Managing communications and Commitment
• Managing organisational and stakeholder change
• Organisational roles, responsibilities and Service Transitions roles within organisational change
• Planning and implementing organisational change, and the outputs from other lifecycle stages which assist with managing organisational change
• Assessing organisational readiness for and monitoring progress of organisational change
• Methods, practices and techniques used in managing change
• Stakeholder management

5. Organisation for Service Transition

Roles and responsibilities appropriate within Service Transition and the Service Transition focused capabilities. It will also cover possible Service Transition organisational structures and their applicability to different circumstances.

• Service Transition roles and responsibilities
• Organisational context for Service Transition
• The relationship of Service Transition with other lifecycle phases

6. Consideration of Technology

Technology and tools requirements and considerations for Service Transition.

• Technology requirements for Service Transition that support Service Transition as a whole and, support Service Transition’s integration into the whole lifecycle

7. Implementation and Improvement of Service Transition

Implementation and improvement of Service Transition in an organisation:

• The stages of introducing Service Transition to an organisation, including:- Justification- Design- Management of cultural change and risks and beneficial values
• Measurements through analysing critical success factors and key performance indicators
• Challenges, pre-requisites for success and risks that affect the likely viability of new and changed services
• Challenges facing service transition and the external factors that affect the approach to service transition

8. Summary and Exam Preparation

This unit will summarise the material covered in the previous units and prepare delegates for the examination.