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Γενικά για το σεμινάριο:

Successful implementation of ITIL service transition best practices enables IT departments to develop capabilities for transitioning new and changed services into operations, ensuring that requirements are effectively realized while controlling the risks of failure and disruption. In this course, you learn how to plan, implement and optimize the service transition processes and gain the skills required to take the ITIL Intermediate Qualification: Service Transition Certification Exam.

Το σεμινάριο Απευθύνεται:

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Transition Certificate. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

Μεθοδολογία Σχεδιασμού και Υλοποίησης

Πριν την έναρξη του προγράμματος ειδικά ερωτηματολόγια ανάλυσης αναγκών αποστέλλονται σε όλους τους υποψήφιους συμμετέχοντες προκειμένου να γίνει η καταγραφή των εξής στοιχείων:

  • Ακαδημαϊκό Υπόβαθρο
  • Επαγγελματική Εμπειρία στην προηγούμενη καριέρα
  • Τρέχουσα θέση στην Επιχείρηση
  • Προσδοκίες που επιθυμείτε να καλύψει το σεμινάριο
  • Άλλες παρατηρήσεις σχετικά με την υλοποίηση του Σεμιναρίου

Συνοπτικό Πρόγραμμα Σεμιναρίου:

Introduction and Overview
Purpose and objectives
Linking service transition to other ITIL lifecycle stages
How service transition creates business value
Service transition principles: the concept of service and the role of utilities and warranties


Key Principles of Service Transition
Establishing a formal policy and common framework for implementation of all required changes
Supporting knowledge transfer, decision support and the reuse of processes, systems and other elements
Anticipating and managing course corrections
Ensuring involvement of service transition requirements throughout the lifecycle
Optimizing service transition performance and typical metrics that can be used


Primary ITIL Processes within Service Transition
Change management
Managing changes in a controlled and consistent manner with minimum disruption
Maintaining standardized methods for efficient and prompt handling of all changes
Optimizing business risk
Service asset and configuration management
Identifying, controlling and accounting for service assets and CIs
Recording all changes in the configuration management system
Knowledge management
Enabling informed decision making with a service knowledge management system
The Data-to-Information-to-Knowledge-to-Wisdom structure
Release and deployment management
Assembling and positioning all aspects of services into production
Establishing effective use of new or changed services
Delivering changes at optimized speed, risk and cost
Other considerations
Transition planning and support
Service validation and testing
Evaluating performance vs. expectations


Managing People through Service Transitions
The nature, purpose and value of supporting service transition activities
Managing communications and commitment
Managing organizational and stakeholder change
Stakeholder management
The role and requirements of service transition in other ITIL processes


Organizing for Service Transition
Roles and responsibilities
Applying service transition to multiple circumstances
Identifying the organizational context


Technology-Related Issues
Defining technology and tool requirements
Analyzing the technology requirements for the elements of service transition
Supporting service transition through technology
Integrating service transition into the entire lifecycle
Matching technology to the organizational situation


Implementing and Improving Service Transition
Implementing service transition in a virtual or cloud environment
The challenges facing service transition
Identifying CSFs and risks that affect the viability of new and changed services
Establishing critical success factors and key performance indicators (KPIs)
Estimating benefits and risks for new or changed services
Incorporating external factors into the analysis

Διάρκεια:  Τρεις ημέρες (24 ώρες).

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  • '© Crown copyright 2013 Reproduced under license from the Cabinet Office’, for any diagram or table from a Cabinet Office Best Management Practice publication or other source.

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