ITIL®-ST: Intermediate LifeCycle: ITIL® Service Transition

ITIL-ST: Intermediate LifeCycle: ITIL Service Transition Course Description

Duration: 3.00 days (24 hours)

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 exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam.

The main process focus areas of this course include:
- Transition planning and support
- Service asset and configuration management
- Change management
- Change evaluation
- Release and deployment management
- Service validation and testing
- Knowledge management

What's Included
- Facilitated Training
- Books

Course Preparation
- You will receive a course study book including case studies and sample exam questions
- You should acquire and read the ITIL Service Design core publication, which you should read as part of personal study
- Review your ITIL Foundation course materials

Exam Name
- ITIL Intermediate Qualification: Service Transition (ST) Certificate Exam

Certification
- ITIL Intermediate Qualification: Service Transition (ST) Certificate

Exam Information
The ITIL Service Transition (ST) exam can be taken in any of the following three ways:
- On the last day of the course, in-class exam
- In the comfort of your home and at any time, after the course completion via PeopleCert (online)
- At your convenience, at an eligible testing center

Exam Format
- Multiple choice examination questions
- Number of Questions: 8
- Pass Score: 28/40 or 70%
- Exam Duration: 90 minutes
- Open/Closed Book: Closed Book

Credits
- Upon successfully achieving the ITIL Service Transition certificate, the participants earn three credits toward their ITIL Expert certification

NetCom is an Accredited Training Affiliate in partnership with ITpreneurs.

ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a (registered) Trade Mark of AXELOS Limited. All rights reserved. The Swirl logo™ is a (registered) Trade Mark of AXELOS Limited. The ITIL Accredited Training Organization logo is a Trade Mark of AXELOS Limited

Next Class Dates

Contact us to customize this class with your own dates, times and location. You can also call 1-888-563-8266 or chat live with a Learning Consultant.

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Intended Audience for this ITIL-ST: Intermediate LifeCycle: ITIL Service Transition Course

  • » IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • » Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

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Course Prerequisites for ITIL-ST: Intermediate LifeCycle: ITIL Service Transition

  • » Recommended: ITIL Foundation
  • » Familiar with the guidance detailed in the ITIL® Service Lifecycle Practices core publications
  • » ITIL® Foundation Certification (v3 or newer) required
  • » Two years of relevant work experience

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ITIL-ST: Intermediate LifeCycle: ITIL Service Transition Course Objectives

  • » 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

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ITIL-ST: Intermediate LifeCycle: ITIL Service Transition Course Outline

      1. Service Transition
        1. Purpose and Objectives
        2. Scope
        3. Business Value
        4. Context
        5. Processes
      2. Service Transition Principles
        1. Policies
          1. Define and Implement a Formal Policy
          2. Implement All Changes to Services
          3. Adopt a Common Framework and Standards
          4. Maximize Reuse of Established Processes and Systems
          5. Align Plans with the Business Needs
          6. Establish and Maintain Relationships with Stakeholders
          7. Establish Effective Controls and Disciplines
          8. Provide Systems for Knowledge Transfer and Decision Support
          9. Plan Release Packages
          10. Anticipate and Manage Course Corrections
          11. Proactively Manage Resources Across Service Transition
          12. Ensure Early Involvement in the Service Lifecycle
          13. Provide Assurance of the Quality of the New or Changed Service
          14. Proactively Improve Quality During the Service Transition
        2. Optimizing Performance
        3. Inputs and Outputs by Lifecycle Stage
      3. Transition Planning and Support
        1. Purpose and Objectives
        2. Scope of Transition Planning and Support
        3. Business Value
        4. Policies, Principles, and Basic Concepts
        5. Activities, Methods, and Techniques
        6. Triggers, Inputs, and Outputs
        7. Process Interfaces with Transition Planning and Support
        8. CSFs and KPIs
        9. Challenges and Risks
        10. Roles and Responsibilities
      4. Service Asset and Configuration Management
        1. Purpose and Objectives
        2. Scope of Service Asset and Configuration Management
        3. Business Value
        4. Policies, Principles, and Basic Concepts
        5. Activities, Methods, and Techniques
        6. Triggers, Inputs, and Outputs
        7. Process Interfaces with Service Asset and Configuration Management
        8. CSFs and KPIs
        9. Challenges and Risks
        10. Roles and Responsibilities
      5. Change Management
        1. Purpose and Objectives
        2. Scope of Change Management
        3. Business Value
        4. Policies, Principles, and Basic Concepts
        5. Activities, Methods, and Techniques
        6. Triggers, Inputs, and Outputs
        7. Process Interfaces with Change Management
        8. CSFs and KPIs
        9. Challenges and Risks
        10. Roles and Responsibilities
      6. Change Evaluation
        1. Purpose and Objectives
        2. Scope of Change Evaluation
        3. Business Value
        4. Policies, Principles, and Basic Concepts
        5. Key Terminology
        6. Activities, Methods, and Techniques
        7. Trigger, Inputs, and Outputs
        8. Process Interfaces with Change Evaluation
        9. CSFs and KPIs
        10. Challenges and Risks
        11. Roles and Responsibilities
      7. Release and Deployment Management
        1. Purpose and Objectives
        2. Scope of Release and Deployment Management
        3. Business Value
        4. Policies and Principles
        5. Basic Concepts
        6. Activities, Methods, and Techniques
        7. Triggers, Inputs, and Outputs
        8. Process Interfaces with Release and Deployment Management
        9. CSFs and KPIs
        10. Challenges and Risks
        11. Roles and Responsibilities
      8. Service Validation and Testing
        1. Purpose and Objectives
        2. Scope of Service Validation and Testing
        3. Business Value
        4. Policies, Principles, and Basic Concepts
        5. Activities, Methods, and Techniques
        6. Trigger, Inputs, and Outputs
        7. Process Interfaces with Service Validation and Testing
        8. CSFs and KPIs
        9. Challenges and Risks
        10. Roles and Responsibilities
      9. Knowledge Management
        1. Purpose, Objectives, and Scope
        2. Business Value
        3. Policies, Principles, and Basic Concepts
        4. Activities, Methods, and Techniques
        5. Triggers, Inputs, and Outputs
        6. Process Interfaces with Knowledge Management
        7. CSFs and KPIs
        8. Challenges and Risks
        9. Roles and Responsibilities
      10. Managing People and Organizing for Service Transition
        1. Managing Communications and Commitment
        2. Managing Organizational and Stakeholder Change
        3. Organizational Development
        4. Functions
        5. Organizational Context for Transitioning A Service
      11. Technology and Implementation Considerations
        1. Knowledge Management Tools
        2. Collaboration
        3. Configuration Management System
        4. Integrated Approach to Service Transition Processes
        5. Implementing Service Transition in a Virtual or Cloud Environment
      12. Service Transition Challenges, Risks, and CSFs
        1. Challenges
        2. Risks
        3. CSFs
        4. External Factors

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This training prepares students for the following exam(s):

  • » ITIL Intd ST Exam PU Voucher : ITIL Intermediate ST exam taken at home, with online proctor
  • » ITIL Intd ST Exam Onsite Voucher : ITIL Intermediate ST exam proctored by NetCom for private sessions only
  • » ITIL Intd ST Exam VUE Voucher : ITIL Intermediate ST exam taken at a local VUE test center

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Do you have the right background for ITIL-ST: Intermediate LifeCycle: ITIL Service Transition?

Skills Assessment

We ensure your success by asking all students to take a FREE Skill Assessment test. These short, instructor-written tests are an objective measure of your current skills that help us determine whether or not you will be able to meet your goals by attending this course at your current skill level. If we determine that you need additional preparation or training in order to gain the most value from this course, we will recommend cost-effective solutions that you can use to get ready for the course.

Our required skill-assessments ensure that:

  1. All students in the class are at a comparable skill level, so the class can run smoothly without beginners slowing down the class for everyone else.
  2. NetCom students enjoy one of the industry's highest success rates, and pass rates when a certification exam is involved.
  3. We stay committed to providing you real value. Again, your success is paramount; we will register you only if you have the skills to succeed.
This assessment is for your benefit and best taken without any preparation or reference materials, so your skills can be objectively measured.

Take your FREE Skill Assessment test »

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Award winning, world-class Instructors

Donna H.
- High-skilled trainer and speaker. Delivered presentations in Dubai, Tokyo, London, New York, and China.
- ITIL V3 Expert, teaching ITIL courses since 2005. More than 99% of her students have passed their ITIL Certification exams.
- Process Improvement Expert with more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer.

Bio:

Donna is an expert in project management and Process Improvement. Her amazing presentation skills have taken her around the world, giving arrangements in Dubai, Tokyo, London, New York and China to name a few. "The Donna", as she is known in the industry, has more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer.

Donna holds ITIL V3 Expert Certification and offers training and consulting services through NetCom Learning on Process Improvement framework as well as the ITIL practitioner level suite of Lifecycle and Capability Stream certification courses. She began presenting ITIL classes in 2005, and 99% of her students have passed their ITIL Certification exams. Along with ITIL courses, she promotes best practices in the support center industry, focusing on customer service skills training, individual and support center certification, training and consulting, and process infrastructure improvement.
Michael G.
- Over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer.
- An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, as well as select Microsoft, Novell, CompTIA, Sun and CWNP courses.
- High-skilled and acclaimed instructor. Has trained over 900 students at Netcom Learning.

Bio:

Michael has over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, Michael also teaches select Microsoft, Novell, CompTIA, Sun and CWNP courses.

Michael's dedication and passion for teaching is unmatched. He has trained over 900 students at Netcom Learning since 2006 and his evaluation scores average 8.7 out of 9.

See more...   See more instructors...

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Recent Client Testimonials & Reviews

The instructor was very helpful in prep for the exam and breaking down questions.

- Jerry B.

Course(s) Taken

» ITIL-SD: Intermediate LifeCycle: ITIL Service Design with Certification Exam

I found the class to be very informative and exam orientated. The instructor offered many help tips.

-Elwin F.
Course(s) Taken

» ITIL-SOA: Intermediate Capability: ITIL Service Offerings and Agreements with Certification Exam

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