• APMG International approved course content (Manual)
  • Free ITIL® Service Transition practice test paper
  • Access to online study material
  CERTIFICATE ITIL® 2011 Service Transition
  DURATION 2 or 3 Days
  COURSE DELIVERY Classroom, Live Virtual Classroom
  LANGUAGE English


The Service Transition module is one of the ITIL® Service Lifecycle modules, and will be of interest to candidates looking to focus on the use of process and practice elements used, and the management capabilities needed to deliver quality Service Management practices.
The Service Transition qualification would mostly suit candidates in the following
IT professions or areas:

  •  Configuration Manager
  •  Change Manager

The Service Transition module will help you gain the knowledge, skills and management techniques to coordinate all activities within Service Transition. The course syllabus covers the management-level concepts and core information of the activities and techniques within service transition, but not specific details about each of the supporting processes

Course Outline

Introduction to Service Transition:

  •  The purpose and objectives of service Design
  •  The scope of service design and ways that service design adds value to the business
  •  The context of service design 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 and the effectiveness and efficiency of service transition
  •  The inputs to and outputs from service transition as it interfaces with the other service lifecycle phases

Service Transition Processes:

  •  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:

  •  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 analyze 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 programs, projects, service design and suppliers) and the 但����handover points但���� required to ensure delivery of new or change services within the agreed schedule
  •  Service transition roles and responsibilities, where and how they are used, as well as examples of how small or larger service transition organizations would be structured to use these roles
  •  Why service transition needs service design and service operation, what it uses from them and how

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 design:

  •  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 design challenges, risks and critical success factors

Target Audience

The main target group for the ITIL® Intermediate Qualification: Service Design Certificate includes, but is not restricted to:

  •  Chief information officers (CIOs)
  •  Chief technology officers (CTOs)
  •  Managers
  •  Supervisory staff
  •  Team leaders
  •  Service designers
  •  IT architects
  •  IT planners
  •  IT consultants
  •  IT audit managers
  •  IT security managers
  •  ITSM trainers involved in the ongoing management, coordination and integration of design activities within the service lifecycle
  •  Individuals who require a detailed understanding of the ITIL® service design 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 design environment and requiring an understanding of the concepts, processes, functions and activities involved

About Exam

It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL® Service Management Practice core guidance, in particular Service Strategy, Service Design and Service Transition publications in preparation for the examination.

Type Eight (8) multiple choice, scenario-based, gradient- scored questions. Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
Duration Maximum 90 minutes for all candidates in their respective language
Provisions for additional time relating to language Candidates completing an exam:
– in a language that is not their mother tongue, and
– where the language of the exam is not their primary business language
have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary
Prerequisite – ITIL® Foundation Certificate in IT Service Management
– Completion of an Accredited course from an ITIL® Accredited Training Provider
Supervised Yes
Open Book No
Pass Score 28/40 or 70%