ITIL® Intermediate PPO introductory Tutorial

0.1 ITIL® 2011 LIFECYCLE MODULE SERVICE TRANSITION

Hello and Welcome to SimpliLearn’s ITIL®2011 Lifecycle course on Service Transition Certification preparation!!! This is the introductory lesson, provided by Simplilearn on Service Transition. I am “Alex” who will be with you throughout this elearning session. This course consists of 9 learning units apart from this introductory lesson. Therefore it is important that you go through this lesson before accessing the remaining 9 learning units. So what are we waiting for let’s begin with the introductory lesson agenda.

0.1 ITIL® 2011 LIFECYCLE MODULE SERVICE TRANSITION

Hello and Welcome to SimpliLearn’s ITIL®2011 Lifecycle course on Service Transition Certification preparation!!! This is the introductory lesson, provided by Simplilearn on Service Transition. I am “Alex” who will be with you throughout this elearning session. This course consists of 9 learning units apart from this introductory lesson. Therefore it is important that you go through this lesson before accessing the remaining 9 learning units. So what are we waiting for let’s begin with the introductory lesson agenda.

0.2 Agenda

We will first begin with the objective of this lesson followed by few recap topics that you might have covered during your ITIL Foundation level. The topics we will cover are ITIL basic introduction, ITIL intermediate and its relevant topics. This is followed by information about the accreditation institute, Service Transition course description, and its objective. We will then look at who can attend this course. Next, moving to the exam section, we will learn about the exam prerequisites or say the eligibility criteria for attending this course, exam format and the exam tips to help you achieve this certification. Lastly we will look at the Service Transition course outline and the duration required for each learning unit and details about the Quiz provided by Simplilearn at the end of each learning unit. So go ahead and experience this courseware!

0.3 Objective

The objective of this introductory lesson is to: • Educate you on the Courseware that Simplilearn offers. • Help you on how this online course works. • Ensure that you are aware of all the topics and sub topics covered in this course. Let’s now move on to refresh our knowledge on ITIL basics in the next slide.

0.4 ITIL® 2011 Introduction

“ITIL” is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business. Adopting ITIL can offer users a huge range of benefits that include: improved IT services, reduced costs, improved customer satisfaction through a more professional approach to service delivery, improved productivity, improved use of skills and experience and improved delivery of third party service. We will study more about ITIL under the topic Foundation basics at the end of this lesson. Let us now understand the ITIL intermediate which is the next level in ITIL certification.

0.4 ITIL® 2011 Introduction

“ITIL” is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business. Adopting ITIL can offer users a huge range of benefits that include: improved IT services, reduced costs, improved customer satisfaction through a more professional approach to service delivery, improved productivity, improved use of skills and experience and improved delivery of third party service. We will study more about ITIL under the topic Foundation basics at the end of this lesson. Let us now understand the ITIL intermediate which is the next level in ITIL certification.

0.5 ITIL® 2011 Intermediate

ITIL® 2011 Intermediate level is the next level after ITIL foundation. ITIL Intermediate level has a modular structure with each module focusing on different aspects of ITIL. They are Service Lifecycle and Service Capability. The Intermediate modules focuses more on detail oriented study than the Foundation level, and is an industry-recognised qualification. Well, on completion of your ITIL foundation and prior choosing this course, I am sure, the thought on how one can become ITIL Expert must have crossed your mind. Let’s get the answer to this in the next slide.

0.5 ITIL® 2011 Intermediate

ITIL® 2011 Intermediate level is the next level after ITIL foundation. ITIL Intermediate level has a modular structure with each module focusing on different aspects of ITIL. They are Service Lifecycle and Service Capability. The Intermediate modules focuses more on detail oriented study than the Foundation level, and is an industry-recognised qualification. Well, on completion of your ITIL foundation and prior choosing this course, I am sure, the thought on how one can become ITIL Expert must have crossed your mind. Let’s get the answer to this in the next slide.

0.6 ITIL - Qualification Criteria

Let us have a brief look at the ITIL certification path: The diagram in the slide is the graphical depiction of the ITIL certification path. ITIL certification path is based on credit point system i.e. (pronounced as that is) you need to accumulate 9 credit points at each stage till Expert. ITIL foundation is the first certification which gives you 2 credit points on certification. On completion of the foundation level you become eligible to appear for Intermediate level where you can choose from the two streams .1: Life cycle and 2: Capability. The Lifecycle modules have all the standard five lifecycle phases as exams which provide 3 credits each. Capability modules are more focused towards implementation content and have 4 exams which provide 4 credits each. You can choose any one of the modules from either streams or make a combination on the basis of your experience in industry. Thus at this level the minimum credit requirement is 15. Once you accumulate 15 point plus 2 of foundation i.e. (pronounced as that is) 17 credit points makes you eligible for third level i.e. (pronounced as that is) MALC (pronounced as M-A-L-C) which provides you 5 credit points. Once you are certified MALC your final score credit becomes 22. To become an ITIL expert there is no separate exam, you need to accumulate 22 credits get the ITIL EXPERT certificate. I am sure we are clear on the certification path; let us understand the Service Lifecycle and its modules in the next slide.

0.7 Definition Of Service Lifecycle

The Service lifecycle modules are for candidates who aspire to handle a management or team lead role which requires a broad management focus on ITIL practice areas. It is also for candidates who work or co-ordinate across teams or manages multiple capability areas. The different modules under Service Lifecycle are: 1) Service Strategy (SS) 2) Service Design (SD) 3) Service Transition (ST) 4) Service Operation (SO) 5) Continual Service Improvement (CSI) Similarly, let’s understand Service Capability in the next slide.

0.8 Definition Of Service Capability

Service capability modules are for the candidates who aspire to specialize in process-level knowledge in one or more processes which focuses more on day to day execution. The different modules under Service Capability are: 1) Service Offerings and Agreements (SOA) 2) Release, Control and Validation (RCV) 3) Operational Support and Analysis (OSA) 4) Planning, Protection and Optimization (PPO) As we have an understanding of both the streams, let us understand the differences between them in the next slide.

0.9 Difference Between Lifecycle And Capability Modules

Here is the difference between the Lifecycle and Capability. If you observe, you will see that Lifecycle is mainly phase oriented whereas Capability is process oriented. Also lifecycle focuses on individuals who work “ON” the process whereas Capability focuses on individuals who are “IN” the process. Take few minutes to learn more about the differences on this slide. Once you’re done, move on to learn about MALC.

0.10 Managing Across The Lifecycle

Managing Across the Lifecycle is the last step in achieving the ITIL Expert certification. Therefore it is mainly focused on individuals who want to become “ITIL Experts.” On completing MALC an individual can apply the ITIL knowledge and it provide skills that can be used in the workplace in a tangible way. We have already discussed on the credit system in the certification path slide. However, just to mention the MALC certification gives you 5 credit points. Now, let us proceed to look at the accreditation institute for ITIL in the next slide.

0.11 Accreditation Institute

The governing body for ITIL®2011 Foundation and intermediate is Cabinet office, UK. Simplilearn is accredited by APMG and TUV as an ITIL® Foundation and Intermediate Training provider. Also, Simplilearn is an Accredited Examination Centre (AEC) by APMG, TUV and EXIN to conduct these exams. So, this has been our basic introduction on ITIL, let us now focus on the Service Transition course description and objective in the coming slides.

0.12 ST Course Description

Service Transition Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Transition publication. Let’s understand the objective of this course in the next slide.

0.13 Course Objective

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components relating to this certification: • 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. Let us now look at the candidates who can opt for this certification in the next slide.

0.14 Target Candidate

The main target group for the ITIL Intermediate Qualification: Service Transition 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 Let’s continue to discuss about the target candidates in the next slide.

0.15 Target Candidate contd...

Apart from the candidates mentioned in the previous slide, the following candidates can also apply or attend this course. • ITSM trainers involved in the ongoing management, coordination and integration of transition activities within the service lifecycle • Individuals who require a detailed understanding of the ITIL service transition stage of the ITIL service lifecycle and of 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 transition environment and requiring a detailed understanding of the processes, functions and activities involved • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications • Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite. Let us now look at the exam prerequisites for this course in the next slide.

0.16 Exam Pre - Requisites

To be eligible for the ITIL Intermediate Qualification: Service Transition examination, the candidate must have fulfilled the following requirements: • Undertake at least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme • A basic IT literacy and around 2 years IT experience are highly desirable • Hold the ITIL Foundation Certificate in IT Service Management. • It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Transition publication in preparation for the examination, specifically Chapter 2: Service management as a practice. In the next slide we will discuss about Service Transition exam format.

0.17 ITIL® 2011 Service Transition Exam Format

ITIL 2011 ST Exam consists of Eight (8) Multiple Choice Questions, which will be Scenario based, gradient scored questions. Each question will have 4 possible answer options, one of 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. The duration of the exam is 90 Minutes. As a Prerequisite you need to have an ITIL 2011 Foundation Certificate OR ITIL V2 Foundation Certificate plus Bridge Certificate AND Completion of an accredited course from an ITIL Accredited Training Provider. It is a supervised exam and closed book. You need to acquire a minimum Pass Score of 28 right answers out of 40 questions or score 70% in the exam. The next slide talks about the exam tips.

0.17 ITIL® 2011 Service Transition Exam Format

ITIL 2011 ST Exam consists of Eight (8) Multiple Choice Questions, which will be Scenario based, gradient scored questions. Each question will have 4 possible answer options, one of 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. The duration of the exam is 90 Minutes. As a Prerequisite you need to have an ITIL 2011 Foundation Certificate OR ITIL V2 Foundation Certificate plus Bridge Certificate AND Completion of an accredited course from an ITIL Accredited Training Provider. It is a supervised exam and closed book. You need to acquire a minimum Pass Score of 28 right answers out of 40 questions or score 70% in the exam. The next slide talks about the exam tips.

0.18 Exam Tips

Here are few exam tips that will help you overcome the examination as well as score good pass percentage. Please take few minutes to learn about these tips on the slide. Once you have completed the exam tips, move to the next slide on the Service Transition course outline.

0.19 Course Outline

Let me give you an overview of all the learning units of this Tutorial. In all, we have 9 learning units including the introductory lesson which we will be completing in few minutes. Let’s look at the other learning units now: Learning Unit 1 – is about Introduction to Service Transition. In this unit we will recap on ITIL Fundamentals - Service Management Principles; Service Transition Purpose, Scope, Value to Business and context in relation to other lifecycle stages. Learning Unit 2 – is about Service Transition principles. Here we will discuss about Service Transition policies, principles and best practices; Optimizing Service Transition performance; Inputs to and outputs from Service Transition to other lifecycle phases. Learning Unit 3 – is about Service Transition processes. In this unit we will cover various processes involved within service transition. We will learn about Purpose and Objectives; Scope; Policies and Principles; Process Activities; Triggers, Inputs, Outputs and Interfaces; CSFs and KPIs; and Challenges and Risks – relating to all Service Transition processes. Learning Unit 4 – is about Managing people through Service Transition. Here we will learn about Managing communications and commitment; Stakeholder Management; and Managing organizational and stakeholder change through service transition. Learning Unit 5 – is about Organizing for Service Transition. In this unit we will discuss about Organizational development; Roles and responsibilities; and Relationship with other lifecycle phases. Learning Unit 6 – is about Technology considerations. Here we will look at the technology requirements of service transition. Learning Unit 7 – is about implementing and improving Service transition. In this unit we will cover details about implementing service transition in a virtual and cloud environment. Learning Unit 8 – is about Challenges, Critical Success Factors and risks relating to Service Transition. Learning Unit 9 – is about Summary and directed studies. This is the last unit of the module which consists of Summary, exam preparation and directed studies details. A mock examination will be conducted as a part of the delivery of this course. Let us now understand about the quiz questions given by Simplilearn in this tutorial.

0.20 Quiz

In this tutorial at the end of each learning unit Quiz questions are provided by Simplilearn. This is to help you to assess your knowledge on completion of each learning unit. The question pattern would be objective type with explanation to the right answer and each learning unit will consists of sample case studies and sample test papers from APMG. Apart from these exercises, glossary for your reference will be provided at the end of this course. Please note: to move from one Learning Unit to another you need to complete these Quiz questions with right answers. Let us proceed to recap on some of the definitions and terms used in ITIL.

  • Disclaimer
  • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.

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