ITIL^® Intermediate Qualification:
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
• 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