by Integrity Training | Publisher: Stone River eLearning | Release Date: May 2019 | ISBN: 300000006A0185

The ITIL® Service Transition (ST) course builds on the principles covered as part of the ITIL® Foundation course and is focused on the lifecycle aspects of Service Transition. The course covers the management and control of the activities and techniques within the Service Transition stage of the lifecycle. In addition to covering the Service Transition concept, the course also explores the concept of Service Design principles and at the interfaces between Service Design and the other stages of the ITIL® Service Lifecycle. In the ITIL® Service Transition (ST) course, the students learn to implement and use the overall concepts, processes, policies, and methods associated with the service transition phase of the service lifecycle. The main focus of this course is on service transition purpose, principles, processes, activities, functions, technology, and implementation considerations. The prospective candidates for this course must have completed the ITIL® Foundation training or possess a valid ITIL® Foundation certification in IT Service Management. Additionally, some on-job experience in service management is also recommended. All ITIL® courses are offered by CareerAcademy.com AFFILIATE of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

1. Introduction
   • Introduction 00:01:12
   • Instructor Introduction 00:01:11
2. Chapter 01 - Course Introduction
   • Course Introduction 00:00:32
   • Lesson: Course Organization 00:00:22
   • Welcome to the Course! 00:00:32
   • Mentoring Community Introductions 00:00:46
   • Why Are You Here? 00:00:48
   • Using Bloom's Taxonomy 00:01:10
   • What Do You Expect? 00:00:37
   • Housekeeping Online 00:01:04
   • Lesson: Course Conventions & Agenda 00:00:08
   • Conventions Used 00:00:54
   • Quizzes & Exercises 00:00:44
   • ITIL Qualification Scheme 00:00:48
   • ITIL Lifecycle Exam 00:01:08
   • Getting Started with an Online Class 00:02:26
   • Chapter 01 Review 00:00:24
3. Chapter 02 - Service Transition
   • Service Transition 00:00:30
   • Lesson: Introduction to Service Transition 00:00:34
   • The Service Lifecycle 00:01:34
   • Managing Across the Lifecycle 00:02:45
   • The Service Transition Model 00:04:13
   • Purpose, Goals & Objectives of Service Transition 00:01:36
   • Scope of Service Transition 00:01:02
   • Value of Service Transition 00:01:48
   • Lesson: Principles of Service Transition 00:00:41
   • Principles of Service Transition 00:03:43
   • Service Transition Governance 00:01:42
   • Service Transition Management 00:01:14
   • Service Transition Quality 00:01:20
   • The Service "V" Model 00:04:05
   • Optimizing Service Transition Performance 00:02:06
   • Lesson: Service Transition Summary 00:00:11
   • Service Transition Summary 00:02:01
   • Checkpoint 00:00:11
   • Chapter 02 Review 00:01:10
4. Chapter 03 - Service Transition Processes
   • Service Transition Processes 00:00:37
   • Lesson: Planning & Support 00:02:04
   • Planning & Support Introduction 00:00:40
   • Planning & Support Introduction conti.. 00:00:55
   • Purpose, Goals & Objectives 00:01:26
   • Scope 00:01:30
   • Value to the Business 00:01:24
   • Concepts 00:03:54
   • Activities 00:00:26
   • Develop Transition Strategy 00:01:21
   • Prepare for Service Transition 00:00:52
   • Plan & Coordinate Transition 00:00:42
   • Advise Transition Teams 00:00:38
   • Support Transition Administration 00:01:03
   • Monitor Transition Progress 00:00:52
   • Triggers, Inputs & Outputs 00:01:16
   • Relationships 00:00:58
   • Critical Success Factors 00:03:34
   • Challenges & Risks 00:02:31
   • Summary 00:02:29
   • Lesson: Change Management 00:00:42
   • Introduction to Change Management 00:00:59
   • Purpose, Goals & Objectives of Change Management 00:01:36
   • Scope of Change Management 00:02:31
   • Value of Change Management 00:02:58
   • Concepts of Change Management 00:03:08
   • Activities of Change Management 00:00:38
   • The Change Advisory Board (CAB) 00:02:17
   • Change Types 00:02:15
   • Change Model 00:01:48
   • Change Proposal 00:02:04
   • Change Process Flow 00:03:00
   • Create & Review Request for Change 00:01:01
   • Assess & Evaluate Request for Change 00:01:54
   • Authorize Change 00:00:54
   • Change Authorization Model 00:01:37
   • Coordinate Change 00:01:34
   • Review & Close Change 00:01:14
   • Standard Change 00:01:53
   • Triggers, Inputs & Outputs 00:01:43
   • Relationships 00:00:55
   • Critical Success Factors 00:01:59
   • Challenges & Risks 00:03:12
   • Change Management Summary 00:02:03
   • Lesson: Service Asset & Configuration Management 00:00:54
   • Introduction 00:01:15
   • Purpose, Goals & Objectives 00:02:18
   • Scope 00:00:53
   • Value to the Business 00:01:20
   • Concepts 00:02:06
   • Configuration Management System 00:03:45
   • Definitive Media Library 00:01:58
   • Activities 00:00:28
   • Configuration Activity Model 00:03:02
   • Management & Planning 00:04:12
   • Configuration Identification 00:02:02
   • Configuration Control 00:02:18
   • Status Accounting & Reporting 00:01:33
   • Verification & Audit 00:01:40
   • Triggers, Inputs & Outputs 00:01:12
   • Relationships 00:00:54
   • Critical Success Factors 00:01:29
   • Challenges & Risks 00:02:42
   • Summary 00:01:33
   • Lesson: Release & Deployment Management 00:00:53
   • Introduction 00:01:10
   • Purpose, Goals & Objectives 00:01:29
   • Scope 00:00:33
   • Value to the Business 00:01:05
   • Concepts 00:01:46
   • Release Package 00:01:49
   • Activities 00:00:54
   • Planning 00:01:20
   • Prepare Build, Test & Deployment 00:00:39
   • Build & Test 00:01:55
   • Test & Pilot Service 00:01:08
   • Plan & Prepare for Deployment 00:01:21
   • Transfer, Deploy & Retire 00:01:16
   • Verify Deployment 00:01:05
   • Early Life Support 00:01:39
   • Review & Close Deployment 00:01:11
   • Review & Close Service Transition 00:00:57
   • Triggers, Inputs & Outputs 00:02:44
   • Relationships 00:01:23
   • Critical Success Factors 00:02:24
   • Challenges & Risks 00:03:29
   • Summary 00:00:50
   • Lesson: Service Validation & Testing 00:00:30
   • Introduction 00:00:52
   • Purpose, Goals & Objectives 00:01:09
   • Scope 00:00:58
   • Value to the Business 00:00:35
   • Concepts 00:03:00
   • Validation & Testing Process 00:02:26
   • Activities 00:00:25
   • Validation & Test Management 00:01:20
   • Plan & Design Test 00:01:11
   • Verify Test Plan & Acceptance 00:00:35
   • Prepare Test Environment 00:00:40
   • Perform Test 00:01:13
   • Evaluate Exit Criteria & Report 00:01:01
   • Clean Up & Close 00:00:45
   • Triggers, Inputs & Output 00:00:49
   • Relationships 00:02:02
   • Critical Success Factors 00:03:13
   • Challenges & Risks 00:02:32
   • Summary 00:01:03
   • Lesson: Change Evaluation 00:00:42
   • Introduction 00:01:08
   • Purpose, Goals & Objectives 00:01:04
   • Scope 00:00:37
   • Value to the Business 00:00:51
   • Concepts 00:01:55
   • Evaluation Point Scope 00:02:55
   • Activities 00:00:41
   • Service Evaluation Terms 00:02:47
   • Change Evaluation Process 00:02:24
   • Evaluation Plan 00:00:41
   • Understand Intended Effects of Change 00:01:32
   • Understand Unintended Effects of Change 00:01:31
   • Consider Factors Affecting Change 00:02:12
   • Evaluate Predicted Performance 00:00:47
   • Evaluate Actual Performance 00:00:56
   • Manage Risk 00:01:18
   • Evaluation Report 00:02:07
   • Triggers, Inputs & Outputs 00:00:38
   • Relationships 00:00:47
   • Critical Success Factors 00:01:29
   • Challenges & Risks 00:04:52
   • Summary 00:01:04
   • Lesson: Knowledge Management 00:00:56
   • Introduction 00:00:58
   • Purpose, Goals & Objectives 00:01:21
   • Scope 00:01:20
   • Value to the Business 00:01:05
   • Concepts 00:01:50
   • DIKW Structure 00:02:48
   • SKMS Relationships 00:01:41
   • Activities 00:00:22
   • Knowledge Management Strategy 00:02:22
   • Knowledge Transfer 00:01:17
   • Data & Information Transfer 00:02:04
   • Service Knowledge Management System (SKMS) 00:01:53
   • Utilization of SKMS 00:01:51
   • Triggers, Inputs & Outputs 00:00:30
   • Relationships 00:00:49
   • Critical Success Factors 00:01:36
   • Challenges & Risks 00:02:45
   • Summary 00:01:23
   • Checkpoint 00:00:23
   • Chapter 03 Review 00:02:24
5. Chapter 04 - Common Service Transition Activities
   • Common Service Transition Activities 00:00:23
   • Lesson: Common Activities 00:00:29
   • Managing Communication & Commitment 00:00:36
   • Service Transition Communication 00:01:13
   • Communication Planning 00:01:03
   • Communication Strategy 00:02:47
   • Communication Methods 00:01:00
   • Motivation & Communication 00:01:26
   • Managing Organization & Stakeholder Change 00:00:44
   • Management of Change 00:00:50
   • Strategy & Design of Change 00:01:23
   • Methods, Practices & Techniques 00:00:39
   • Tips for Managing Change 00:02:31
   • Organizational Transformation 00:03:52
   • Organizational Change Strategies 00:02:36
   • Overcoming Resistance to Change 00:05:21
   • Stakeholder Management 00:00:26
   • Stakeholder Management Strategy 00:01:40
   • Stakeholder Map & Analysis 00:02:14
   • Changes in Stakeholder Commitment 00:03:09
   • Lesson: Common Activities Summary 00:00:15
   • Common Activities Summary 00:00:52
   • Checkpoint 00:00:14
   • Chapter 04 Review 00:01:07
6. Chapter 05 - Structure, Technology & Implementation
   • Structure, Technology & Implementation 00:00:15
   • Lesson: Organizing Service Transition 00:00:39
   • Introduction 00:00:39
   • Organizational Context 00:01:29
   • Service Transition Roles 00:00:45
   • Service Owner 00:00:56
   • Process Owner 00:01:18
   • Process Manager 00:00:52
   • Process Practitioner 00:00:57
   • Service Transition Manager 00:00:58
   • Planning & Support 00:02:06
   • Change Management Roles 00:01:16
   • Change Authority & CAB Roles 00:01:32
   • SACM Roles 00:02:09
   • Release & Deployment Roles 00:01:03
   • Release Packaging & Build 00:00:51
   • Deployment 00:01:23
   • Early Life Support 00:01:03
   • Build & Test Environment Management 00:01:02
   • Service Validation & Testing Roles 00:01:22
   • Change Evaluation Roles 00:00:45
   • Knowledge Management Roles 00:01:08
   • Relationships 00:01:30
   • Lesson: Technology Considerations 00:00:29
   • Tools 00:00:27
   • Knowledge Management Tools 00:02:18
   • Collaboration 00:00:36
   • Communities 00:00:58
   • Workflow Management 00:01:28
   • Configuration Management System 00:01:25
   • Lesson: Implementing Service Transition 00:00:27
   • Integrated Approach to Service Transition 00:01:37
   • Implementation Stages 00:00:17
   • Justifying Service Transition 00:02:32
   • Designing Service Transition 00:03:29
   • Introducing Service Transition 00:00:57
   • Cultural Change Aspects 00:01:38
   • Critical Success Factors 00:03:57
   • Challenges 00:02:15
   • Risks 00:03:32
   • Lesson: Structure, Technology & Implementation Summary 00:00:11
   • Structure, Technology & Implementation Summary 00:02:06
   • Checkpoint 00:00:37
   • Chapter 05 Review 00:01:41
   • Course Closure 00:03:09



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