ITIL® Intermediate ST Certification Training

At the end of this course, the learner will gain competencies in:

Learning Objectives -

• 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

The Service Transition Lifecycle course will be of interest to:

• Individuals who have their ITIL® Foundation Certificate (or the ITIL® v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL® certifications
• IT professionals working in or new to a Service Transition environment and requiring a detailed understanding of the concepts, processes, functions and activities involved
• Individuals seeking the ITIL® Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
• Individuals seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite
• A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers

Introduction and Overview

• Purpose and goals
• 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

• Examining all of the services, their utilities and warranties
• 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

Primary ITIL® processes within Service Transition Change Management

• Managing changes in a controlled and consistent manner with minimum disruption: The Seven Rs
• Maintaining standardized methods for efficient and prompt handling of all changes
• Optimizing business risk

Service Asset and Configuration Management

• Change, Configuration and Release Management
• Capacity and Availability Management

Common Service Operation Activities Monitoring and control of IT operations

• Identifying, controlling and accounting for service assets and CIs
• Recording all changes in the Configuration Management system

Knowledge Management

• Enabling informed decision1making with a Service Management Knowledge System (SKMS)
• The Data, Information, Knowledge, Wisdom structure

Release and Deployment Management

• Assembling and positioning all aspects of services into production
• Establishing effective use of new or changes services
• Delivering changes at optimized speed, risk and cost

Other considerations

• Transition planning and support
• Service Validation and Testing: the Service V Model
• Evaluating performance vs. expectations

Common Service Transition Operational Activities

• 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

Technology-Related Issues

• 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

• Handling Service Management as a Practice and Service Transition principles, purpose and objective through the acceptance of ITIL® ST Training
• Anticipating how all Service Transition processes interact with other ITIL® Intermediate ST Module
• Breaking down sub processes, activities, methods and functions used in each of the Service Transition processes while studying for ITIL® Intermediate ST Certification
• Accepting roles and responsibilities within Service Transition and the activities and functions to achieve operational excellence
• Learning to measure Service Transition performance
• Understanding technology and implementation requirements in support of Service Transition.
• Dealing with challenges, critical success factors and risks related with ITIL® Intermediate ST

What is ITIL® ST Certification?

• This course provides comprehensive training for anyone involved in provision, support, and delivery of IT Services.

What is the Eligibility Criteria / Pre-requisites for the ITIL® SS Exam?

• Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate

What is the duration of training?

• Training duration is 2-3 days.

Do you provide certificates on successfully completing the course?

• Yes, at the end of the class, we will execute PeopleCert exams. After passing the exam you will receive soft copy of certificate on your email which states that you have successfully completed the course.

When are the classes conducted?

• All open house sessions are conducted on weekends only. For in-house sessions, it can be as per the customer requested schedule.

What all is included in the course?

• Along with facilitating training sessions, we provide required course material and practice questions for exam preparation

Who conduct the training sessions?

• Training sessions are facilitated by certified experts having practical working experience as well as training experience.

Why one should join Vinsys?

• We are Accredited Training Organization
• Experiential Education
• Experienced Industry Experts
• Accredited course material
• Quality Courseware
• Post training support

• Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
• It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL® Service Management Practice core guidance in preparation for the examination.
• The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions
• Exam duration is a maximum 90 minutes for all candidates (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
• Each question will have 4 possible answer options, one of which worth 5 marks is, one which worth 3 marks is, one which worth 1 mark is, and one which a distracter is and achieves no marks.
• Pass score is 28/40 or 70%

Candidates for this course must:

• Hold an ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
• There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
• It is also strongly recommended that candidates:
• Can demonstrate familiarity with IT terminology and understand the context of Service Offerings and Agreements management of their own business environment is strongly recommended
• Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes:
• Transition Planning and Support, Change Management, Release and Deployment Management, Service Asset and Configuration Management, Knowledge Management, Service Validation & Testing and Change Evaluation
• It is recommended that candidates are familiar with the guidance detailed in the ITIL® Service Lifecycle Practices core publications prior to attending training for this certification