ITIL® Service Transition

4-day public or private CLASSTRAINER course, self paced CLOUDTRAINER DIY


The ITIL® Service Transition course provides, tests and validates knowledge on industry practices in service management as documented in the ITIL® Service Transition publication.

The ITIL® Service Transition course and associated examination are free-standing and form part of the ITIL intermediate lifecycle stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management and carries a credit value of 3 points.


Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this ITIL® Service Transition certificate:

  • 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

Who should attend?
The course and examination are suitable for:

  • Individuals who require a detailed understanding of the ITIL service transition 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 transition environment and requiring an understanding of the concepts, 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.


The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, practical exercises andexamination practice, reinforced through the trainers proven implementation track record.


The course will cover:

Introduction to service transition

The purpose, goals, objectives and scope of service transition, the business value of service transition activities, the context of service transition in the ITIL service lifecycle and the inputs and outputs of service transition

Service transition principles

Aspects of the basic guiding principles of service transition, specifically key policies and principles that enable the implementation of service transition best practice

Service transition processes

The managerial and supervisory aspects of the ITIL processes covered in the service transition stage, excluding the day-to-day operation of the processes (covered in the Release, Control and Validation Capability module)

Managing people through service transitions

A high-level view of the communications and stakeholder management activities which support service transition. Managing communications, commitment, organizational change and stakeholder change. Aspects of organizational roles and responsibilities and how to plan and implement organizational change. Methods, practices and techniques relating to assessing organizational readiness for, and monitoring progress of, organizational change

Organizing for service transition

Roles, responsibilities and organizational structures appropriate within service transition. The organizational context of service transition with a review of the relationship of service transition with other lifecycle phases

Technology considerations

Technology’s role in service transition and how it should be “designed in”.
The mechanisms for maintaining and maximizing benefit from the technology, from enterprise-wide tools through to more specific IT Service Management technology and support tools

Implementing and improving service transition

The implementation and improvement of service transition in an organization

Challenges, critical success factors and risk

The challenges and critical success factors (CSFs) facing service transition and how risk mitigation contributes to service transition


Delegates will be issued with a course workbook, in-course hand-outs and other relevant material.


The qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions. Successful delegates will be awarded the ITIL Intermediate Qualification: Service Transition Certificate.
The qualification is free standing, but also counts as 3 credits towards the ITIL Expert Certification.

Delivery Options

CLASSROOM-TRAINER (Public) – A public schedule of classroom based training events
CLASSROOM-TRAINER (Private) – Onsite, private training courses for individual organizations and their staff (contact us for a quote)
E-learning solution (CLOUD-TRAINER (DIY)) – Online Self Study courses with mentoring support