Service Transitions for ITIL®

ITIL® is the most widely-used framework for service management best practices. Learn the concepts and all the processes in the ITIL® Service Transition core publication, and receive exam tips through sample exam questions.
Course info
Level
Intermediate
Updated
Sep 7, 2018
Duration
5h 46m
Table of contents
Course Overview
Understanding ITIL® Service Transition
Managing the Phase of Service Transition: Transition Planning and Support (TPS)
How to Handle the Exam Scenarios and Questions
Coordinating Resources: Transition Planning and Support
Enabling Beneficial Changes: Change Management
Defining the Lifecycle of All Changes: Change Management
Controlling the Lifecycle of All Changes: Change Management (Continued)
Service Asset and Configuration Management
Building, Testing, Deploying: Release and Deployment Management
Service Validation and Testing: Quality Assurance
Change Evaluation: Business Impact
Knowledge Management: The Impact of Knowledge on the Service Organization
Stakeholder Management: Keeping Connected Through Transition
Organizing for Service Transition: Go with the Flow
Technology Considerations
Implement Service Transition
Summarizing Service Transition
Description
Course info
Level
Intermediate
Updated
Sep 7, 2018
Duration
5h 46m
Description

Most of the errors and outages to business processes and activities are caused by mishandled changes. With more understanding and insight, many errors and outages could be prevented before there is an impact to the business. In this course, Service Transitions for ITIL®, you'll discover how best practices related to concepts and processes can be used to identify and prevent negative business impact due to mishandled changes, as well as keeping the service organization continually aligned to the business needs. First, you'll learn how these processes and concepts will help you protect your business workflow and activities during changes by applying principles related to release and deployment. Next, you'll delve into ensuring that the new services and changes will meet business expectations by applying best practices related to change management and change evaluation. Then, you'll explore how to prevent technical and process errors from entering the infrastructure through proper testing and validation. Finally, you'll discover how knowledge management will support not only all the activities during the phase of service transition but all the other phases of the service lifecycle. When you're finished with this course, you’ll have an in-depth understanding of the concepts and processes in ITIL® Service Transition, and how they can ensure your changes and new services are aligned to legitimate business needs.

About the author
About the author

Brad is an ITIL(R) Expert teaching ITIL courses for 11+ years. He contributed to the ITIL Practitioner Guide and worked on ITSM process definition and implementation projects.

More from the author
Section Introduction Transcripts
Section Introduction Transcripts

Course Overview
Hello everyone, my name is Bradley Utterback, and welcome to my course, which is the ITIL Lifecycle course, Service Transition. I have been teaching, training, and consulting in IT service management in ITIL for about the last 12 years, and I am certain the information that you will be learning in this course will help your service organization be more effective and efficient in managing transitions and changes. I'm sure you realize that most of the outages that impact business processes and activities are caused by mishandled changes. In this course, we're going to go over ITIL's best practices for many processes and concepts that can help you significantly reduce those outages. Some of the topics we'll be covering are Change Management, Release and Deployment Management, Configuration and Knowledge Management, Service Validation and Testing, and Change Evaluation. By the end of this course, you'll have a great understanding of the concepts and process best practices related to Service Transition. Now before beginning the course, you should be familiar with the basic ITIL concepts that are taught in the ITIL Foundation course and have passed that exam. From here, you should be comfortable diving into other ITIL and ITSM-related courses, for example, the other lifecycle courses or the capability courses in ITIL, DevOps, or VeriSM, and others. I hope you'll join me on this journey to learn ITIL Service Transition with the ITIL Service Transition course at Pluralsight.

Understanding ITIL® Service Transition
Hello, my name is Bradley Utterback, and welcome to the ITIL course in Service Transition. I've been teaching and training in the area of IT service management for the last 11 years or so, so welcome to the course again, and well, let's get started. In this module, we're going to cover things like critical terms and concepts, we'll go over the idea or the concept of Service Transition as a phase versus Service Transition as a set of concepts and principles that are covered in the ITIL core publication. My expectations of you is that you will stay focused, stay engaged, you will read a lot of material on your own, you'll understand the practice exam questions and scenario, and hopefully be able to participate in the course, so you want to take advantage of the forums that are available to you through Pluralsight. I will be perusing those forums and be happy to answer questions that come up. In the course, we're going to be talking about the basic terms and concepts, which is basically a refresher from your ITIL Foundation course. We'll be looking at Service Transition processes, stakeholder management, organizing for Service Transition, and some technology considerations in addition to implementing Service Transition itself. I also have a lot of tips and tricks that I can share with you to help you get ready for the exam.

How to Handle the Exam Scenarios and Questions
Hello, and welcome back to the ITIL course in Service Transition. My name is Bradley Utterback, and in this module, we're going to be going over a sample exam question in hopes to prepare you a little bit for the real exam. So I'd like you to relax, study these exam tips well, and then we'll apply these tips by going over an example exam question. A couple of things to remember. One is that this exam has eight scenario-based questions in it. There are four answers to each question and you have to choose which is the best answer. The most correct answer will give you 5 points, the second best answer will give you 3 points, and then 1 for the third best, and then no marks for the worst answer. You only need 70% to pass, and there are no penalties for incorrect answers, so be sure that you answer every question. The exam is 90 minutes long; that's just over 11 minutes per question. It is a closed-book exam, and the scenarios you will find are very close to real-life situations. If you are taking this exam at a testing center, the proctor should be able to print out a scenario booklet for you. During the exam, you will want to take notes on that booklet to help clarify your thoughts and to think through the questions and the scenarios.

Coordinating Resources: Transition Planning and Support
Hello, and welcome back to the ITIL course in Service Transition. My name is Bradley Utterback, your ITIL expert, consultant, and trainer. What we're going to do in this module is finish off the process of Transition Planning and Support, so fasten your seatbelts, and away we go. In the previous module on Transition Planning and Support, we took a look at the purpose and objectives of Transition Planning and Support. We also looked at the scope of Transition Planning and Support and its value to the business. In this module, we're going to be going over some basic policies and concepts, TPS activities. We'll also be going through triggers, inputs, and outputs, information management, measurements and metrics, and also risks and challenges to Transition Planning and Support.

Defining the Lifecycle of All Changes: Change Management
Hello, and welcome back to the ITIL course in Service Transition. Again, I'm your host, Bradley Utterback, and in this module, we're going to be continuing on with our discussion on Change Management. Change Management is very big, it's very large, and it's very important, and it's very impactful on the business, and that's why we're covering it in three modules, and this is the second of those three. One of the key things I'm hoping to accomplish is that you understand and get a handle on how big Change Management really is, and also to get a handle on some of the details. I don't want you to get lost in the details, though, but from a best practice perspective there are a lot of details in Change Management, so fasten your seat belt, because here we go. In this module, we're going to look at Change Management policies and concepts, and we're going to look at Change Management activities. Now that sounds simple enough, but like I was just saying, this covers a lot of ground.

Building, Testing, Deploying: Release and Deployment Management
Well, hello again. This is Bradley Utterback taking you through the course on Service Transition. In this next module, we're going to be talking about release and deployment management. Release and deployment management is that process where the actual planning, building, testing, and deploying are directly managed and taken care of in the service transition phase of the service lifecycle. In this module, we're going to talk about the very familiar items now, which are purposes and objectives; the scope; the value to the business; policies and basic concepts; release and deployment management activities; its triggers, inputs, and outputs; its interfaces; its information management; its measurements and metrics; and its risks and challenges. So as you can see, we have a lot of ground to cover, so let's get going.

Service Validation and Testing: Quality Assurance
Hello and welcome back to the course in Service Transition. My name is Bradley Utterback, and this module is going to focus on Service Validation and Testing. Service validation and testing is mostly about quality assurance, and that means ensuring that the change or set of changes will meet the technical and process expectations. We will talk more about that as we get deeper into this module. So in this module, like the other modules, we're going to be talking about the purpose and objectives of service validation and testing, its scope, its value to the business, some of its policies, and some basic concepts related to service validation and testing. Obviously, we'll be talking about the activities of service validation and testing; its triggers, inputs, and outputs; as well as its interfaces; information management; measurements and metrics; risks and challenges to service validation and testing; and at the end of this module, we're also going to have some more on testing tips and tricks.

Change Evaluation: Business Impact
Hello and welcome back to the course in Service Transition. In this module, we will be going over ITIL's change evaluation process and its impact on the business. In fact, change evaluation process has a lot to do with ensuring that the service or the change or update will have a positive impact on the business. Like in the other modules, we will be talking about the purpose and objective; the scope; we will also be talking about the value to the business; the policies and basic concepts; change evaluation activities; triggers, inputs, and outputs; interfaces and challenges and risks; as well as information management; and measurements and metrics.

Knowledge Management: The Impact of Knowledge on the Service Organization
Hello and welcome back to the course in Service Transition. In this module, we're going to be talking about knowledge management and its impact on the phase of service transition, as well as the contributions it makes to other phases of the service lifecycle. So we'll be talking about the purpose and objectives of knowledge management, its scope, the value to the business of knowledge management, knowledge management's policies and basic concepts, knowledge management activities, things that trigger knowledge management and its inputs and outputs, its interfaces to other processes and phases of the service lifecycle, how to measure knowledge management, and risks and challenges to knowledge management.

Stakeholder Management: Keeping Connected Through Transition
Hello and welcome back to the course in Service Transition. My name is Bradley Utterback, and in this module, we're going to be taking a look at stakeholder management. In addition to the processes that we've already discussed, service transition also supports many other activities. And this module in relation to service transition is going to deal with those elements or items that are an essential part of service transition. And that means we'll be talking about items like managing communications and commitment, which has to do with your overall strategy for communication, for planning, and for methods for communication. It also has to do with managing organization and stakeholder change, as well as stakeholder management, which has to do with the active involvement of all the relevant stakeholders in the transition activities. And that is to ensure that the intended value is realized in the phase of operations.

Organizing for Service Transition: Go with the Flow
Hello and welcome back to the course in Service Transition. In this short module, we're going to be talking about organizing for service transition, or how I've entitled this is Go with the Flow. In this module, we're going to be talking about several things, for example, organizational development, the role of technical and application functions, the organizational context, the service transition roles and responsibilities, and service transition relationships with other IT service management phases.

Technology Considerations
Hello. This is Bradley Utterback and welcome back to the course in Service Transition. This module, we're going to take a brief look at some technology considerations. Technology has a major role to play in service transition, and the use of supporting technology will help the service transition teams be more effective and efficient in doing their jobs. The service transition tools and technologies that are used during the phase of service transition are defined and identified way back in the service design stage, actually, because if you remember, the service design package will detail the activities for transition, as well as for service operations. But since our focus is on service transition, we're going to take a look at technology's role in service transition, we're also going to take a look at knowledge management tools, collaboration tools, as well as configuration management system.

Implement Service Transition
In this next module we're going to be taking a look at implementing service transition. Now unless you are a brand-new service organization, you already have several processes and procedures in place for handling service transitions, and in my experience, some organizations need some minor changes, but other organizations need some very major changes, and that could have a significant impact on the service culture, as well as the business culture. So in this module, we're going to take a brief look at some key activities like taking an integrated approach to service transition processes and implementing transition in a virtual or a cloud environment.

Summarizing Service Transition
Hello and welcome back to the final module in the ITIL course on Service Transition. My name is Bradley Utterback, and we have got a very short module but a fairly important module to cover, as we're going to summarize what we've been talking about, and I'm going to do that by taking a look at the purpose of the processes and reviewing some exam tips and going over another sample exam question.