LEARNING UNITS
- Introduction to Service Transition
- Purpose, objectives, scope and value to business
- The context of service transition in ITIL service lifecycle
- Service Transition Principles
- The key policies and best practice principles that aid effective service transition
- Optimizing service transition performance and typical metrics that can be used
- Service transition inputs and outputs by lifecycle stage
- Service Transition processes
- Each process will consist of:
- Purpose, objective, scope, value to business
- Policies, principles & basic concepts
- Process activities, methods & techniques
- Triggers, inputs, outputs & interfaces
- Critical success factors and Key performance indicators
- Challenges & risks
- Transition planning and support
- Change management
- Service asset and configuration management
- Release and deployment management
- Service validation and testing
- Change evaluation
- Knowledge management
- Each process will consist of:
- Managing people through service transition
- Managing communication and commitment
- Managing organizational and stakeholder change
- Stakeholder management
- Organizing for Service Transition
- Organizational development
- Role of technical and application management function in service transition
- Organizational context for transitioning a service
- Service transition roles and responsibilities
- The relationship of service transition to other lifecycle phases
- Technology Considerations
- Technology requirements for service transition that support service transition as a whole
- Implementing & improving service transition
- Key activities in the introduction of service transition
- An integrated approach to service transition processes
- Implementing service transition in virtual or cloud environment
- Challenges, critical success factors and risks
- -Challenges facing service transition
- Measurement through analyzing critical success factors
- Potential implementation risks that could affect services currently in transition and being planned
- External factors that affect the approach to service transition
- Summary & directed studies
- Review of key concepts