itil® service transition (st)fifalde.com/trg_flyers/2017/fifalde-itil_st_course... · this course...

ITIL®ServiceTransition(ST)Coursesyllabusv1.1

FifaldeConsultingInc.+1-613-699-3005

ITIL®isaregisteredtrademarkofAXELOSLimited.©2017FifaldeConsultingInc.

ITIL®ServiceTransition(ST)|2

1. CourseDescriptionTheServiceTransitioncourseisanintensive3-daycoursethatbuildsonthegeneralprinciplescoveredaspartoftheITILFoundationcourse.ItisintendedforthosewhoworkinaServiceTransitionenvironmentandwhorequireadeeperunderstandingoftheunderlyingconcepts,processesinvolvedandmanagementactivities.ThecoursefocusesonhowtheconceptsmayallbeusedtoenhanceoverallservicequalityandserviceprovisionduringtheServiceTransitionphaseoftheITILServiceLifecycleasanintegralpartoftheoverallbusiness-focusedServiceManagementframework.

2. CourseDurationThisisanintensivethree-daycoursethatincludestheofficialAPMGcertificationexam.

3. WhatYouWillLearnThemainfocusofthiscourseisonthemanagerialandcontrolaspectsoftheservicetransitionenvironment.Thiscoursehasanumberofstudyunitswithpracticalapplicationtoreinforcetheknowledgegained.Theseinclude:

TheServiceLifecycleandServiceManagementasapractice:UnderstandtheServiceLifecycleandtheobjectivesandbusinessvalueforeachphaseinthelifecycle;understandandarticulate“service”andbeabletoexplaintheconceptofServiceManagementasapractice

ServiceTransitionPrinciples:UnderstandthemainprinciplesandpoliciesthatinfluenceandguidetheperformanceofSTprocesses,focusingontheplanningandimplementingactivities

ServiceOperationProcesses:Understandthepurpose,goals,objectivesandmanagement/controlactivitiesoftheSTprocessesandfunctions,including:

• ChangeManagement• ServiceAssetandConfigurationManagement• ReleaseandDeploymentManagement

• ServiceValidationandTesting• ChangeEvaluation• KnowledgeManagement

Note:In-depthdiscussionsaroundtheoperationalactivitiesofeachprocessarepartoftheRelease,Control&Validation(RCV)course.

ServiceTransitionActivitiesandOrganizationIncluding,managingcommunication;organizationalandstakeholderchange;stakeholdermanagement;thestagesofintroducingSTtoanorganization;STrolesandtherelationshipofSTtootherLifecyclephases.

ITIL®ServiceTransition(ST)|3

4. Prerequisites• TheITILFoundationCertificationinITServiceManagementortheITILv2tov3FoundationBridge

equivalent.• TwotofouryearsofprofessionalexperiencewithinServiceManagementaswellasdefinedexperienceinat

leastoneoftheSTprocessesishighlydesirable.

5. StudentResponsibilitiesTheSTcourseandexamareverychallenginganditisthereforerecommendedthatstudentscompleteatleast21hoursofpersonalstudybyreviewingtheServiceTransitionpublicationpriortothecoursestartandallowforaminimumof90minutesofstudypereveningduringthecourse.

Note:ThisITILbookisnotincludedwiththecourse.

6. ProfessionalQualificationThiscourseformspartoftheITIL®Intermediatequalificationprogram.

Successfullypassingthe90minutein-classexam,consistingof8complex,multi-part,multiple-choice,scenario-based,gradient-scoredquestionsleadstotheITILIntermediateServiceLifecycleCertificate:ServiceTransition.Thepassmarkis70%(28/40)ormore.

Successfulcompletionofthiscourseandexamprovides3pointsofthenecessary15‘electives’toachievetheITILExpert™certification(2pointsforFoundationand5pointsforManagingAcrosstheLifeCyclearemandatory).

Note:TheLifecyclecourse‘ServiceTransition’andtheCapabilitycourse‘Release,Control&Validation’haveasignificantamountofoverlapoftopics.Itisrecommendedthatlearnerstakeonecourseortheotherinordertoacquirethepointsnecessaryfortheawardof‘ITILExpert’status.Allpointsacquiredwillbecredited.

7. CourseDocumentationEachstudentwillreceiveafullcolorcoursebindercontaininglecturenotes,in-courseexercisesandanswers,homework,practicequestionsandapracticeexam.TheITILServiceTransitionKeyElementGuidewillalsobeprovided.Allmaterialsaredistributedonthefirstday.

Fifalde Consulting Inc. is a trusted independent advisor, helping organizationsmaximize efficiencies and increase value totheir IT services. We specialize in the delivery of Information Technology Service Management (ITSM) and InformationSecurity Management (ISM) consulting and training services, using best practices such as the Information TechnologyInfrastructureLibrary(ITIL®),TIPA®,TOGAF®,andstandardssuchas ISO/IEC20000,27001,38500andothers.Fifalde’steamincludesanetworkofthemostaccreditedconsultantsandtrainersintheITindustry. FormoreinformationonwhatFifaldecanofferyourorganization,pleasevisitfifalde.com