ITIL® Intermediate Module - Service Transition (ST)

1. Introduction to service transition
Full understanding of service transition terms and core concepts.
• The purpose and objectives of service transition
• The scope of service transition and ways that service transition adds value to the business
• The context of service transition in relation to all other lifecycle stages Learning Unit
2. Service transition principles
The knowledge, interpretation and analysis of service transition principles, techniques and relationships and their application to ensure new, modified or retired services meet the expectations of the business.
• Service transition policies, principles and best practices for service transition
• How to use metrics to ensure the quality of a new or changed service and the effectiveness and efficiency of service transition
• The inputs to and outputs from service transition as it interfaces with the other service lifecycle phases
3. Service transition processes
The knowledge, interpretation and analysis of service transition principles, techniques and relationships and their application to ensure new, modified or retired services meet the expectations of the business.
• A management perspective of the purpose and value of the service transition processes, how they integrate within service transition and how they interface with other lifecycle phases
4. Managing people through service transitions
The knowledge, interpretation and analysis of service transition principles, techniques and relationships and their application to ensure new, modified or retired services meet the expectations of the business.
• How to address and manage the communication and commitment aspects of service transition
• How to manage organizational and stakeholder change
• How to develop a stakeholder management strategy, map and analyse stakeholders and monitor changes in stakeholder commitment
5. Organizing for service transition
The knowledge, interpretation and analysis of service transition principles, techniques and relationships and their application to ensure new, modified or retired services meet the expectations of the business.
• How the technical and application management functions interface with service transition
• The interfaces that exist between service transition and other organizational units (including programmes, projects, service design and suppliers) and the “handover points” required to ensure delivery of new or change services within the agreed schedule
• Service transition roles and responsibilities, where and how they are used, as well as examples of how small or larger service transition organizations would be structured to use these roles
• Why service transition needs service design and service operation, what it uses from them and how
6. Technology Considerations
The knowledge, interpretation and analysis of service transition principles, techniques and relationships and their application to ensure new, modified or retired services meet the expectations of the business.
• Technology requirements that support the service transition stage and its integration into the service lifecycle
• Types of knowledge management, service asset and configuration management and workflow tools that can be used to support service transition
7. Implementing and improving service transition
The knowledge, interpretation and analysis of service transition principles, techniques and relationships and their application to ensure new, modified or retired services meet the expectations of the business.
• The key activities for introducing an integrated service transition approach into an organization
• The design, creation, implementation and use of service transition in a virtual or cloud environment
8. Challenges, critical success factors and risks
The knowledge, interpretation and analysis of service transition principles, techniques and relationships and their application to ensure new, modified or retired services meet the expectations of the business.
• Be able to provide insight and guidance for service transition challenges, risks and critical success factors

This course enables a person to effectively and efficiently deal with the changes occurred in the IT infrastructure of the company. It teaches the candidate how to control and monitor changes and gives a greater confidence while managing and implementing those changes. In order to get adapted to the evolving business environment, improvements are installed without disturbing the balance of the business. This phase in ITIL® lifecycle not only maximizes the benefits but also ensures that the customer get an appropriate service.

1. It helps organizations manage new or changed services in a coordinated manner.
2. Establishes and maintains all service assets and configuration items for as long as the service is active.
3. Plans and manages resources needed to build, test and deploy the service in the operations.
4. Ensures that service is developed as per the design specified in service design.
5. Improves the rate of successful changes and releases for the business.
6. Ensures high satisfaction of not only the customer but also of the staff.
7. Provides Service knowledge management system to ensure all of the required data, information and knowledge is at the organization’s disposal.