ITP ITL9337
ITIL® Service Transition Lifecycle

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Descrizione del corso

Questo corso è offerto da Pipeline in qualità di ITpreneurs Partner.

Questo corso di 3 giorni consente agli allievi di approfondire i concetti, i processi, le policy, e i metodi associati con la fase di Service Transition del ciclo di vita di un servizio. Il corso tratta la gestione e il controllo delle attività e delle tecniche dello stage Service Transition, ma non il dettaglio di ognuno dei processi di supporto. Il corso è stato progettato utilizzando un approccio di tipo scenario-based che consente di apprendere le discipline core delle best practice ITIL e tutte le competenze necessarie ad affrontare l’esame di certificazione ITIL Service Transition Lifecycle.

ITIL® is a registered trade mark of AXELOS Limited.

Durata del corso: 3 giorni

Lingua del corso: Inglese



Contenuti del corso

Course introduction

  • Introductions
  • Course Introduction
  • Course Learning Objectives
  • Unique Nature of the Course
  • Course Qualification Scheme
  • Course Agenda and Exam details

Course Agenda

  • ITIL 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

  • Purpose and Objectives
  • Scope of and Processes Within Service Transition
  • Value to the Business
  • Service Transition in the Service Lifecycle

Unit 2: Service Transition Principles

  • Concept of Service Transition Principles
  • Key Policies and Best-Practice Principles
  • Optimizing Service Transition Performance
  • Inputs and Outputs
  • Group/Individual Exercise
  • Sample Test Question

Unit 3: Service Transition Processes — Part 1

  • Transition Planning and Support
  • Purpose and Objectives
  • Scope and Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks
  • Change Evaluation
  • Purpose and Objectives
  • Scope and Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks
  • Group/Individual Exercise

Unit 4: Service Transition Processes — Part 2

  • Change Management
  • Purpose and Objective
  • Scope and Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Service Asset and Configuration Management (SACM)
  • Purpose and Objectives
  • Scope and Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks
  • Knowledge Management
  • Purpose and Objectives
  • Scope and Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks
  • Group/Individual Exercise
  • Sample Test Questions

Unit 5: Service Transition Processes — Part 3

  • Release and Deployment Management
  • Purpose and Objectives
  • Scope and Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks
  • Service Validation and Testing
  • Purpose and Objectives
  • Scope and Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks
  • Group/Individual Exercise
  • Sample Test Questions

Unit 6: Managing People Through Service Transition

  • Goal
  • Managing Communications and Commitment
  • Managing Organizational and Stakeholder Change
  • Organizational and Service Transition Roles and Responsibilities
  • Planning and Implementing Organizational Change
  • Assessing and Monitoring Organizational Readiness and Change Progress
  • Dealing With The Organization and People in Sourcing Changes
  • Methods, Practices, and Techniques Used to Manage Change
  • Stakeholder Management
  • Group/Individual Exercises
  • Sample Test Question

Unit 7: Organizing for Service Transition

  • Organizational Development
  • Functions
  • Organizational Context for Service Transition
  • Service Transition Roles and Responsibilities
  • Generic Roles
  • Specific Roles
  • Relationship of Service Transition with Other Lifecycle stages
  • Group/Individual Exercise
  • Sample Test Question

Unit 8: Technology Considerations

  • Service Transition Technology Requirements
  • Change Management, Configuration Management, and Release Management Tools
  • Knowledge Management Tools
  • Collaboration
  • Configuration Management System
  • Group/Individual Exercise
  • Sample Test Question

Unit 9: Implementing and Improving Service Transition

  • Key Activities in the Introduction of Service Transition
  • Justification
  • Design
  • Introducing Service Transition and Managing Cultural Change and Benefits
  • An Integrated Approach to Service Transition Processes
  • Implementing Service Transition in the Virtual or Cloud Environment
  • Group/Individual Exercise
  • Sample Test Question

Unit 10: Challenges, CSFs, and Risks

  • Challenges of Service Transition
  • Measurement Through CSFs
  • Risks During Service Transition and Plan
  • Service Transition Under Difficult Conditions

Unit 11 : Exam Preparation Guide

Partecipanti

Il corso si rivolge a:

  • individui che hanno conseguito la certificazione ITIL Foundation e desiderano conseguire certificazioni ITIL di livello intermedio o avanzato
  • individui che desiderano approfondire la fase di Service Transition e come poterla implementare per elevare la qualità dei servizi offerti
  • professionisti IT neofiti nell’ambito Service Transition e che desiderano approfondirne i concetti e i processi
  • professionisti che in una organizzazione ricoprono ruoli quali CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers e ITSM trainers

Prerequisiti

Per partecipare con profitto a questo corso sono necessari i seguenti prerequisiti;

  • aver conseguito la certificazione ITIL Foundation
  • aver maturato almeno due anni di esperienza nel settore IT

Obiettivi

Al termine del corso gli allievi saranno in grado di:

 

  • Understanding Service Management as a Practice and Service Transition principles, purpose and objective
  • Understanding how all Service Transition processes interact with other Service Lifecycle processes
  • The sub-processes, activities, methods and functions used in each of the Service Transition processes
  • The roles and responsibilities within Service Transition and the activities and functions to achieve operational excellence
  • How to measure Service Transition performance
  • Understanding technology and implementation requirements in support of Service Transition
  • The challenges, critical success factors and risks related with Service Transition

 

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