Beskrivning

Service Transition

De 5 kurserna inom Service Lifecycle vänder sig till deltagare som behöver kunskaper om praxis och tillämpning inom ITIL Service Lifecycle. Primärt fokus är livscykeln, tillämpning av processer, funktioner, roller och aktiviteter samt ledningsförmågor som krävs för att leverera Service Management med hög kvalitet i en organisation.

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Detaljerad förståelse om processer, funktioner och aktiviteter relaterade till Service Transition inom Service Lifecycle.

• 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.

Kursinnehåll

Introduction to Service Transition

• Full understanding of Service Transition terms and core concepts.
• The context of Service Transition in relation to all other lifecycle stages

Service Transition principles

• Service Transition policies, principles and best practices for Service Transition
• How to use metrics to ensure the quality of a new or changed service
• The inputs to and outputs from Service Transition as it interfaces with the other service lifecycle phases

Service Transition processes

• Service Transition principles, techniques and relationships and their application to ensure new, modified or retired services
• A management perspective of the purpose and value of the service transition processes, how they integrate within service transition and how they interface with other lifecycle phases

Managing people through service transitions

• Service Transition principles, techniques and relationships and their application to ensure new, modified or retired services
• How to address and manage the communication and commitment aspects of Service Transition
• How to manage organizational and stakeholder change
• How to develop a stakeholder management strategy, map and analyse stakeholders and monitor changes in stakeholder commitment

Organizing for Service Transition

• How the technical and application management functions interface with service transition
• The interfaces that exist between service transition and other organizational units (including programmes, projects, service design and suppliers) and the “handover points”
• Service transition roles and responsibilities
• Why service transition needs service design and service operation, what it uses from them and provides to them

Technology Considerations

• Technology requirements that support the service transition stage and its integration into the service lifecycle
• Types of knowledge management, service asset and configuration management and workflow tools that can be used to support service transition

Implementing and improving Service Transition

• The key activities for introducing an integrated service transition approach into an organization
• The design, creation, implementation and use of service transition in a virtual or cloud environment

Challenges, critical success factors and risks

• Be able to provide insight and guidance for service transition challenges, risks and critical success factors

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