About ITIL® Service Transition

The Service Transition (ST) module is one of the certifications within the ITIL® Service Lifecycle work stream. This module focuses on the process and practice elements and management techniques required to build, test and implement products and services. It also demonstrates how service transition can apply to other stages of the IT Service lifecycle and can underpin decisions during the Strategy and Operations phases.

Course Details

ITIL Service Transition: 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
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
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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