ITIL Service Transition

3 days


This intermediate course delves into the practical aspects of the ITIL Service Lifecycle and covers the management and control of the activities and techniques within Service Transition, but not the detail of each of the supporting processes. A copy of the official ITIL Service Transition 2011 Lifecycle Publication is also included as part of the training package.


The Service Transition exam is challenging and consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes. The pass mark is 70% or more. Two practice exam papers will be provided to assist with preparation. Successful candidates will be awarded 3 credits towards the ITIL Expert certification.

Industry Association Recognition

Project Management Institute (PMI)

  • Contact Hours: 28 hours
  • Professional Development Units (PDUs): 28 PDUs

Australian Institute of Project Management (AIPM)

  • Continual Professional Development (CPD) points: 10 points

It is highly recommended that you spend time before this course begins and each evening of this course reviewing and consolidating what you've learned, to be well prepared for the exam .


This course is aimed at individuals who have attained the ITIL Foundation certificate in Service Management (either v3 Foundation or v1/v2 Foundation plus Bridge) and who wish to advance to higher level ITIL certifications. It will give delegates a detailed understanding of the ITIL Service Transition phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation. Individuals who may find this course of interest include IT professionals working within or about to enter a Service Transition environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL Expert qualification in IT Service Management.


  • Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
  • 90 minutes
  • 70% pass mark (28/40)


Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:

  • Earlier ITIL (v2) Foundation plus Foundation Bridge
  • ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

Skills Gained

  • Exploration of ITIL Service Management best practice disciplines as an overall organisational culture
  • Service Transition principles
  • The processes within Service Transition
  • Managing organisational and stakeholder change, including communications and commitment
  • Organising for Service Transition
  • Consideration of Technology
  • Implementation and improvement of Service Transition including measurement
  • The interaction of Service Transition and other phases of the Lifecycle including key dependencies


Important Course Information Important Course Information Requirements: Requirements:

  • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL Foundation Certification)

Must hold the ITIL Foundation Certificate (see Course 1197 Course 1197 , Achieving ITIL Foundation Certification) Recommended Experience: Recommended Experience:

  • Basic IT literacy and around two years of IT experience

Basic IT literacy and around two years of IT experience Course Preparation: Course Preparation:

  • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Service Transition, which you should read as part of the 21 hours of personal study

You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials

You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials Exam Information: Exam Information:

  • The ITIL Service Transition exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing centre
  • Achieving the ITIL Intermediate Qualification: Service Transition certificate provides three credits toward your ITIL Expert certification

— ITIL Exam Success Package, After-Course Coaching, Exam Fee:

  • ITIL course attendees that would like to retake their ITIL exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

  • ITIL Service Transition: Introduction and Overview
  • Purpose and objectives
  • Linking service transition to other ITIL lifecycle stages
  • How service transition creates business value
  • Service transition principles: the concept of service and the role of utilities and warranties
  • Key Principles of Service Transition
  • Establishing a formal policy and common framework for implementation of all required changes
  • Supporting knowledge transfer, decision support and the reuse of processes, systems and other elements
  • Anticipating and managing course corrections
  • Ensuring involvement of service transition requirements throughout the lifecycle
  • Optimising service transition performance and typical metrics that can be used
  • Primary ITIL Processes within Service Transition

Change management

  • Managing changes in a controlled and consistent manner with minimum disruption
  • Maintaining standardised methods for efficient and prompt handling of all changes
  • Acknowledging and reducing business risk

Service asset and configuration management

  • Identifying, controlling and accounting for service assets and CIs
  • Recording all changes in the configuration management system

Knowledge management

  • Enabling informed decision-making with a service knowledge management system
  • The Data-to-Information-to-Knowledge-to-Wisdom structure

Release and deployment management

  • Assembling and positioning all aspects of services into production
  • Establishing effective use of new or changed services
  • Delivering changes at optimised speed, risk and cost

Other considerations

  • Transition planning and support
  • Service validation and testing
  • Evaluating performance vs. expectations
  • Managing People through Service Transitions
  • The nature, purpose and value of supporting service transition activities
  • Managing communications and commitment
  • Managing organisational and stakeholder change
  • Stakeholder management
  • The role and requirements of service transition in other ITIL processes
  • Organising for Service Transition
  • Roles and responsibilities
  • Applying service transition to multiple circumstances
  • Identifying the organisational context
  • Technology-Related Issues
  • Defining technology and tool requirements
  • Analysing the technology requirements for the elements of service transition
  • Supporting service transition through technology
  • Integrating service transition into the entire lifecycle
  • Matching technology to the organisational situation
  • Implementing and Improving Service Transition
  • Implementing service transition in a virtual or cloud environment
  • The challenges facing service transition
  • Identifying CSFs and risks that affect the viability of new and changed services
  • Establishing critical success factors and Key Performance Indicators (KPIs)
  • Estimating benefits and risks for new or changed services
  • Incorporating external factors into the analysis


The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. 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 pass mark is 28 marks from 40 (70%).

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

Upcoming Dates

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Course Location Days Cost Date
Onsite3 1500 £1500 2019-05-25