Esquema Detallado del Curso
Course Introduction
- Introductions
- Course Introduction
- Course Learning Objectives
- Unique Nature of the Course
- Course Qualification Scheme
- Course Agenda and Exam details
Course Agenda I
- TIL Intermediate Classroom Course
- ITIL Intermediate Expert Program Course
- ITIL Intermediate Classroom Blended Course
- ITIL Intermediate Virtual Classroom Blended Course
Unit 1: Introduction to Service Transition
- 1.1 Purpose and Objectives
- 1.2 Scope of and Processes Within Service Transition
- 1.3 Value to the Business
- 1.4 Service Transition in the Service Lifecycle
- Summary of Unit 1
Unit 2: Service Transition Principles
- 2.1 Concept of Service Transition Principles
- 2.2 Key Policies and BestPractice Principles
- 2.3 Optimizing Service Transition Performance
- 2.4 Inputs and Outputs
- 2.5 Group/Individual Exercise
- 2.6 Sample Test Question
- Summary of Unit 2
Unit 3: Service Transition Processes — Part 1
- 3.1 Transition Planning and Support
- 3.1.1 Purpose and Objectives
- 3.1.2 Scope and Value to the Business
- 3.1.3 Policies, Principles, and Basic Concepts
- 3.1.4 Process Activities, Methods, and Techniques
- 3.1.5 Triggers, Inputs, Outputs, and Interfaces
- 3.1.6 Information Management
- 3.1.7 CSFs and KPIs
- 3.1.8 Challenges and Risks
- 3.2 Change Evaluation
- 3.2.1 Purpose and Objectives
- 3.2.2 Scope and Value to the Business
- 3.2.3 Policies, Principles, and Basic Concepts
- 3.2.4 Process Activities, Methods, and Techniques
- 3.2.5 Triggers, Inputs, Outputs, and Interfaces
- 3.2.6 Information Management
- 3.2.7 CSFs and KPIs
- 3.2.8 Challenges and Risks
- 3.3 Group/Individual Exercise
- Summary of Unit 3
Unit 4: Service Transition Processes — Part 2
- 4. 1 Change Management
- 4.1.1 Purpose and Objective
- 4.1.2 Scope and Value to the Business
- 4.1.3 Policies, Principles, and Basic Concepts
- 4.1.4 Process Activities, Methods, and Techniques
- 4.1.5 Triggers, Inputs, Outputs, and Interfaces
- 4.1.6 CSFs and KPIs
- 4.1.7 Challenges and Risks
- 4.2 Service Asset and Configuration Management (SACM)
- 4.2.1 Purpose and Objectives
- 4.2.2 Scope and Value to the Business
- 4.2.3 Policies, Principles, and Basic Concepts
- 4.2.4 Process Activities, Methods, and Techniques
- 4.2.5 Triggers, Inputs, Outputs, and Interfaces
- 4.2.6 Information Management
- 4.2.7 CSFs and KPIs
- 4.2.8 Challenges and Risks
- 4.3 Knowledge Management
- 4.3.1 Purpose and Objectives
- 4.3.2 Scope and Value to the Business
- 4.3.3 Policies, Principles, and Basic Concepts
- 4.3.4 Process Activities, Methods, and Techniques
- 4.3.5 Triggers, Inputs, Outputs, and Interfaces
- 4.3.6 Information Management
- 4.3.7 CSFs and KPIs
- 4.3.8 Challenges and Risks
- 4.4 Group/Individual Exercise
- 4.5 Sample Test Questions
- Summary of Unit 4
Unit 5: Service Transition Processes — Part 3
- 5.1 Release and Deployment Management
- 5.1.1 Purpose and Objectives
- 5.1.2 Scope and Value to the Business
- 5.1.3 Policies, Principles, and Basic Concepts
- 5.1.4 Process Activities, Methods, and Techniques
- 5.1.5 Triggers, Inputs, Outputs, and Interfaces
- 5.1.6 Information Management
- 5.1.7 CSFs and KPIs
- 5.1.8 Challenges and Risks
- 5.2 Service Validation and Testing
- 5.2.1 Purpose and Objectives
- 5.2.2 Scope and Value to the Business
- 5.2.3 Policies, Principles, and Basic Concepts
- 5.2.4 Process Activities, Methods, and Techniques
- 5.2.5 Triggers, Inputs, Outputs, and Interfaces
- 5.2.6 Information Management
- 5.2.7 CSFs and KPIs
- 5.2.8 Challenges and Risks
- 5.3 Group/Individual Exercise
- 5.4 Sample Test Questions
- Summary of Unit 5
Unit 6: Managing People Through Service Transition
- 6.1 Goal
- 6.2 Managing Communications and Commitment
- 6.3 Managing Organizational and Stakeholder Change
- 6.3.1 Organizational and Service Transition Roles and Responsibilities
- 6.3.2 Planning and Implementing Organizational Change
- 6.3.3 Assessing and Monitoring Organizational Readiness and Change Progress
- 6.3.4 Dealing With The Organization and People in Sourcing Changes
- 6.3.5 Methods, Practices, and Techniques Used to Manage Change
- 6.4 Stakeholder Management
- 6.5 Group/Individual Exercises
- 6.6 Sample Test Question
- Summary of Unit 6
Unit 7: Organizing for Service Transition
- 7.1 Organizational Development
- 7.2 Functions
- 7.3 Organizational Context for Service Transition
- 7.4 Service Transition Roles and Responsibilities
- 7.4.1 Generic Roles
- 7.4.2 Specific Roles
- 7.5 Relationship of Service Transition with Other Lifecycle stages
- 7.6 Group/Individual Exercise
- 7.7 Sample Test Question
- Summary of Unit 7
Unit 8: Technology Considerations
- 8.1 Service Transition Technology Requirements
- 8.1.1 Change Management, Configuration Management, and Release Management Tools
- 8.1.2 Knowledge Management Tools
- 8.1.3 Collaboration
- 8.1.4 Configuration Management System
- 8.2 Group/Individual Exercise
- 8.3 Sample Test Question
- Summary of Unit 8
Unit 9: Implementing and Improving Service Transition
- 9.1 Key Activities in the Introduction of Service Transition
- 9.1.1 Justification
- 9.1.2 Design
- 9.1.3 Introducing Service Transition and Managing Cultural Change and Benefits
- 9.2 An Integrated Approach to Service Transition Processes
- 9.3 Implementing Service Transition in the Virtual or Cloud Environment
- 9.4 Group/Individual Exercise
- 9.5 Sample Test Question
- Summary of Unit 9
Unit 10: Challenges, CSFs, and Risks
- 10.1 Challenges of Service Transition
- 10.2 Measurement Through CSFs
- 10.3 Risks During Service Transition and Plan
- 10.4 Service Transition Under Difficult Conditions
- Summary of Unit 10
Unit 11 : Exam Preparation Guide
- 11.1 Mock Exam 1
- 11.2 Mock Exam 2