ON-DEMAND LEARNING: Set your own pace
with a recorded online version of this course
and log on when and where you learn best .
TRADITIONAL CLASSROOM: Engage with our
instructors and a diverse group of peers in a
Traditional Classroom version of this course .
VIRTUAL CLASSROOM: Dynamic and fully
interactive, a live, online version of this course is
led by an instructor and conducted in real time .
Customized Learning: We will tailor any course based on your company’s needs .
For a free consultation or quote please email Learning@iil.com or visit www.iil.com/onsite.
Website: www.iil.com • TEL +1-800-325-1533 or +1-212-758-0177 • Email: Learning@iil.com. Visit www.iil.com/worldwide to access local pricing and schedules.
This course is one of the Intermediate Level
certification courses and is recommended for
individuals who require a deeper understanding
of the ST element of the ITIL Service Lifecycle
and how it may be implemented to enhance
the quality of ITSM within an organization .
The main focus of this course is on the
managerial and control aspects of the service
transition environment . This course has a
number of study units with practical application
to reinforce the knowledge gained .
• The ITIL Foundation Certificate in IT Service
Management (2011 Edition or V3)1
• Two to four years of professional experience
within Service Management as well as
defined experience in at least one of the ST
processes is highly desirable
• Approximately 21 hours of preparatory
reading of the Service Transition publication is
expected prior to attendin the course
• Approximately 90 minutes of study per
evening during the course consisting of
content review and sample exam questions is
required by those who wish to pass the exam
Who Should Attend
• IT professionals working in roles associated
with transitioning services into live operation
within a service-based business model
• Anyone seeking the ITIL Expert level
certification in ITSM for which these are
• Anyone seeking progress towards the ITIL
Master standing in ITSM for which the ITIL
Expert certification is a prerequisite
• Understanding Service Transition principles
• Interpreting Service Transition processes
1 Course registrants must provide a scanned copy of their I TIL
Foundation Certificate before they may attend the course .
Certificates should be emailed to I TILIntermediate@iil .
com . Providing just certificate numbers is not acceptable
to the accrediting Examination Institute .
What You Will Learn
You’ll learn how to:
• Describe the Service Lifecycle
• Describe Service Transition principles and
• Prepare for the Service Transition exam
• Course structure
• Course goals and objectives
The Service Lifecycle and Service
Management as a Practice
• Describe the Service Lifecycle and the
objectives and business value for each phase
in the lifecycle
• Explain and articulate “service” and be able to
explain the concept of Service Management
as a practice
Service Transition Principles
• Demonstrate the main principles and policies
that influence and guide the performance of
ST processes, focusing on the planning and
Service Transition Processes
• Understand the purpose, objectives, scope,
value to business, policies, principles and
basic concepts, process activities, methods
and techniques, triggers, inputs, outputs and
interfaces, critical success factors and key
performance indicators, and challenges and
risks of the ST processes and their associated
- Transition Planning and Support
- Change Management
- Service Asset and Configuration
- Release and Deployment Management
- Service Validation and Testing
- Change Evaluation
- Knowledge Management
Note: In-depth discussions around the operational
activities of each process are part of the Release,
Control, & Validation (RCV) course .
Service Transition Activities and Organization
• Managing communication
• Organizational and stakeholder change
• Stakeholder management
• The stages of introducing ST to an
• ST roles and the relationship of ST to other
Lifecycle phases .
ITIL ST Exam* ( 90 minute, eight ( 8) multiple-choice, scenario-based, gradient-scored
• Successful completion of this course and
exam provides 3 of the necessary 15
elective credits to achieve the ITIL Expert
certification ( 2 points for Foundation and 5
points for Managing Across the Life Cycle are
Summary and Next Steps
Note: The Lifecycle course, Service Transition, and the
Capability course, Release, Control, & Validation, have a
significant amount of overlap of topics and therefore, in
the interests of achieving the broadest possible education,
it is NOT recommended that both feature in the selection
of courses taken in order to acquire the points necessary
for the award of ITIL Expert status – even though all points
acquired will be credited .
*Important Note for Virtual Course Participants:
The ITIL ST exam is not available in a virtual format . As a
result, you must make separate arrangements to schedule
this exam. Various options are available depending on
your geographic location . Please contact your sales
representative for further details .
Service Transition (ST)
An ITIL® Service Lifecycle Course
#1009 / Six 3 .5-hour sessions
CEU Credits: 2 .1 / PDU Credits: 21
Price: USD 1850
IIL/University Price: USD 2250
#8650 / 3 Days
CEU Credits: 2 .1 / PDU Credits: 21
Price: USD 2295
IIL/University Price: USD 2795
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