Course Outline
1. Service Transition
Purpose and Objectives
Scope
Business Value
Context
Processes
2. Service Transition Principles
Policies
Define and Implement a Formal Policy
Implement All Changes to Services
Adopt a Common Framework and Standards
Maximize Reuse of Established Processes and Systems
Align Plans with the Business Needs
Establish and Maintain Relationships with Stakeholders
Establish Effective Controls and Disciplines
Provide Systems for Knowledge Transfer and Decision Support
Plan Release Packages
Anticipate and Manage Course Corrections
Proactively Manage Resources Across Service Transition
Ensure Early Involvement in the Service Lifecycle
Provide Assurance of the Quality of the New or Changed Service
Proactively Improve Quality During the Service Transition
Optimizing Performance
Inputs and Outputs by Lifecycle Stage
3. Transition Planning and Support
Purpose and Objectives
Scope of Transition Planning and Support
Business Value
Policies, Principles, and Basic Concepts
Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
Process Interfaces with Transition Planning and Support
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities
4. Service Asset and Configuration Management
Purpose and Objectives
Scope of Service Asset and Configuration Management
Business Value
Policies, Principles, and Basic Concepts
Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
Process Interfaces with Service Asset and Configuration Management
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities
5. Change Management
Purpose and Objectives
Scope of Change Management
Business Value
Policies, Principles, and Basic Concepts
Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
Process Interfaces with Change Management
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities
6. Change Evaluation
Purpose and Objectives
Scope of Change Evaluation
Business Value
Policies, Principles, and Basic Concepts
Key Terminology
Activities, Methods, and Techniques
Trigger, Inputs, and Outputs
Process Interfaces with Change Evaluation
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities
7. Release and Deployment Management
Purpose and Objectives
Scope of Release and Deployment Management
Business Value
Policies and Principles
Basic Concepts
Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
Process Interfaces with Release and Deployment Management
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities
8. Service Validation and Testing
Purpose and Objectives
Scope of Service Validation and Testing
Business Value
Policies, Principles, and Basic Concepts
Activities, Methods, and Techniques
Trigger, Inputs, and Outputs
Process Interfaces with Service Validation and Testing
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities
9. Knowledge Management
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
Process Interfaces with Knowledge Management
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities
10. Managing People and Organizing for Service Transition
Managing Communications and Commitment
Managing Organizational and Stakeholder Change
Organizational Development
Functions
Organizational Context for Transitioning A Service
11. Technology and Implementation Considerations
Knowledge Management Tools
Collaboration
Configuration Management System
Integrated Approach to Service Transition Processes
Implementing Service Transition in a Virtual or Cloud Environment
12. Service Transition Challenges, Risks, and CSFs
Challenges
Risks
CSFs
External Factors
13. Exam Preparation/Mock Exam.

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