Course Outline

Fundamentals of Service Transition

• Define Service
• Scope and objective
• Business Value
• Optimise the performance of Service Transition
• Interfaces to other stages of Service Lifecycle
• Service Transition Processes

Principles of Service Transition

• Principles supporting Service Transition
• Policies for Service Transition

Overview of Service Transition Processes

• Transition Planning and Support
• Change Management
  • Policies, principles and basic concepts
  • Remediation planning
  • Methods and techniques
  • Triggers, input and output
  • Key performance indicators and metrics

• Service Asset and Configuration Management
  • Scope and objective
  • Value to business
  • Basic concepts and terminologies
  • Methods and techniques
  • Triggers, input and output

• Release and Deployment Management
  • Scope and objective
  • Value to business
  • Basic concepts and principles
  • Methods and techniques
  • Performing transfer, deployment and retirement
  • Triggers, input and output
  • Information Management
  • Key performance indicators and metrics

• Service Validation and Testing
  • Goals and objectives
  • Scope
  • Value to business
  • Basic concepts and terminologies
  • Methods and techniques
  • Triggers, input and output
  • Information Management
  • Key performance indicators

• Evaluation
  • Goals and objectives
  • Scope
  • Value to business
  • Basic concepts and terminologies
  • Methods and techniques
  • Triggers, input and output
  • Information Management
  • Key performance indicators

• Knowledge Management
  • Goals and objectives
  • Scope
  • Value to business
  • Basic concepts and terminologies
  • Methods and techniques
  • Triggers, input and output
  • Information Management
  • Key performance indicators

Service Transition common operation activities

• Manage communications and commitments
• Manage organisation and stakeholder change
• Stakeholder Management

Overview of Organising Service Transition

• Service Transition Organisation
• Process owner role
• Service owner role
• Organisational context for transitioning a service
• Organisation models to support Service Transition
• Relationship of service transition with other stages of the lifecycle

Technology considerations

• Knowledge Management tools
• Collaboration
• Configuration Management System

Implementing Service Transition

• Stages of Service Transition
• Justifying Service Transition
• Designing Service Transition
• Introducing Service Transition
• Cultural change aspects
• Risk and value

Challenges, critical success factors and risks

• Challenges
• Critical success factors
• Risks
• Service Transition under difficult conditions