Course objectives
  • Providing the comprehensive knowledge and practical guidance on ensuring that the introduction, deployment, transfer and decommissioning of new or changed services is consistently well managed
  • In-depth understanding of the ITIL® best practices, described in ITIL® Service Transition publication, needed to apply effective change management, quality assurance and risk management in an IT organization
  • Understanding the relation between service transition and service operation stage
Training scope
  • Understanding of the main concepts of the service transition stage: service change, change proposal, release and release package, CI, CMDB, SKMS etc.
  • In-depth review of the key processes needed to support service transition stage, and their associated activities, roles, responsibilities, challenges, risks, and critical success factors: Transition Planning and Support, Service Asset and Configuration Management, Change Management, Release and Deployment Management, Service Validation and Testing, Change Evaluation, Knowledge Management
  • Managing organizational and stakeholders change
  • Technology and implementation consideration for the Service Transition phase
  • Mock exam and accredited exam
Prerequisites

One of the following ITIL® Foundation certificates:

  • 2011
  • V3
  • V2 and ITIL® Foundation Bridge
Audience

Change Managers, Release and Deployment Managers, Configuration Managers, Configuration Analysts, Configuration Auditors, Infrastructure Managers, Service Owners, Operations Managers, all the people responsible for delivery of IT services

The number of participants: 8-15 people

Duration: 3 days

Available language: PL / EN

Available course material: EN

Available exam: EN

Course form
Mix of instructor led training (75%) and hands-on exercises (25%)
Exam
  • Exam is obligatory
  • Multiple choice test; 8 questions, gradient scored, scenario-based
  • Pass mark: 70% (28 out of 40)
  • Open book: no
  • Electronic devices permitted: no
  • Time allocation: 90/120 mins.

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Agnieszka Rzeczkowska

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Agnieszka Rzeczkowska

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