ITIL Service Transition


ITIL Service Transition

Service Transition Certificate is not only a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Transition publication.


Course Objective

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components relating to this certification:

► Introduction to Service Transition
► Service Transition Principles
► Service Transition Processes
► Managing people through Service Transitions
► Organizing for Service Transition
► Technology Considerations
► Implementing and improving Service Transition
► Challenges, Critical Success Factors and Risks


The main target group for the ITIL Intermediate qualification Service Transition Certificate includes, but is not restricted to:

► Chief Information Officers (CIOs)
► Chief Technology Officers (CTOs)
► Manager
► Supervisory Staff
► Team Leaders
► Service Designers
► IT architects/Planners/Consultant/Audit Managers/Security Managers
► ITSM trainers involved in the ongoing management, co-ordination and integration of transition activities within the Service Lifecycle
► Individuals who require a detailed understanding of the ITIL Service Transition stage of the ITIL Service Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
► IT professionals working within or about to enter a Service Transition environment and requiring an understanding of the concepts, processes, functions and activities involved
► Individuals  who  have  attained  the  ITIL  Foundation  Certificate  in IT  Service Management and wish to advance to higher level ITIL certifications
► Individuals  seeking  the  ITIL  Expert  Certification  in  IT Service Management  for which  this qualification can be one of the prerequisite modules
► Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.


To be eligible for the ITIL Intermediate qualification Service Operation examination, the candidate must have fulfilled the following requirements:

►At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
► A basic IT literacy and around 2 years IT experience are highly desirable.
► Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications).
► It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Operation publication in preparation for the examination.

Course Outline


LEARNING UNIT 1: Introduction to Service Tansition
LEARNING UNIT 2: Service Transition principles
LEARNING UNIT 3: Service Transition processes
LEARNING UNIT 4: Managing people through Service Transition
LEARNING UNIT 5: Organizing for Service Transition
LEARNING UNIT 6: Technology Consideration
LEARNING UNIT 7: Implementation and Improvement of Service Transition
LEARNING UNIT 8: Challenges, Critical Success Factors and Risks

Exam Details

► Eight (8) Multiple Choice Questions
► Scenario based, gradient scored questions
► Each question will have 4 possible answer options, one of which is worth 5 marks, one is worth 3 marks, one is worth 1 mark and one is a distracter and achieves no marks
► Duration : 90 Minutes
► Prerequisite : ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
► Completion of an Accredited course from an ITIL Accredited Training Provider
► Supervised : Yes
► Open Book : No
► Pass Score : 28/40 or 70%


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