ITIL® Intermediate Lifecycle - Service Transition (ST)

The ITIL Service Transition Certificate is a free- standing qualification but is also part of the ITIL intermediate lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

The course covers the management-level concepts and core information of the supporting activities within service transition, but not specific details about each of the supporting processes. It includes the following topics:

  • Introduction to service transition
  • Service transition principles
  • Service transition processes
  • Organizing for service transition
  • Technology considerations
  • Implementing service transition
  • Challenges, critical success factors and risks

ITIL Intermediate Training

ITIL Intermediate Training

The target group of the ITIL Intermediate Qualification: Service Transition Certificate include, but are not restricted to:

  • Business managers and executives
  • Business consultants  
  • Business process owners, program and project managers
  • IT executives, managers and team-leaders
  • IT consultants, IT assessors, auditors and risk managers
  • IT process owners

This course covers management level concepts, processes, activities and principles of the Service Transition service lifecycle. Changes made during transition introduce risk and service transition ensures that appropriate controls are defined and implemented to minimise this risk. The course also deals with the "people" aspects of change and introduces organisational change management to candidates.

Candidates will learn how to set the correct expectations for the performance and use of new or changed services, to ensure changes create expected business value and to provide quality knowledge and information about services and service assets.

Day 1

Introduction to Service Transition

Service Transition principles

Transition planning and support (TPS)

Change management

Exercises

Service Assets and Configuration Management

Day 2

Release and deployment management

Service validation and test management

Change evaluation (CE)

Knowledge management

Managing people through Service Transition

Day 3

Organising Service Transition

Technology considerations

Implementing Service Transition

Challenges, CSFs and risk

 

The formal course is based on a set of lectures supported by slides, student handbooks, exercises and sample examination questions. This course consists of student manuals that expand on the topics covered in the lectures. Students should use this material to prepare for the exam.

To be eligible for the examination leading to the ITIL Service Transition, the candidate must fulfil the following requirements:

  • Have undertaken at least 24 contact hours approved training.
  • Hold the ITIL Foundation Certificate in IT Service Management.
  • Have at least 2 years' professional experience working in IT service management.
  • Completed a minimum 12 hours of personal study by reviewing the course material provided.
  • It is recommended that candidates have experience of working in the service management capacity within a service provider environment, with responsibility for at least one of the Service Transition processes outlined above.
  • A maximum of 16 participants will be allowed to attend a classroom course.

The courses do not by default include the exam which can be booked with the course or separately at a later stage.

The exam consists of 8 multiple-choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

Duration: Maximum 90 minutes for candidates in their home language (if available - 120 minutes if the paper is in your second language. The use of a dictionary will be allowed).