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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