Overview
Sapphire Global ITIL ST Training makes you an expert in using ITIL and ST concepts.
Course Curriculum
Key features
This course will prepare you to:
- Explain the architecture of the ITIL
- Configure and use new functionalities in ITIL
Service Transition
- Purpose and Objectives
- Scope
- Business Value
- Context
- Processes
Service Transition Principles
- Policies
- -Define and Implement a Formal Policy
- - Implement All Changes to Services
- - Adopt a Common Framework and Standards
- - Maximize Reuse of Established Processes and Systems
- - Align Plans with the Business Needs
- - Establish and Maintain Relationships with Stakeholders
- - Establish Effective Controls and Disciplines
- - Provide Systems for Knowledge Transfer and Decision Support
- - Plan Release Packages
- - Anticipate and Manage Course Corrections
- - Proactively Manage Resources Across Service Transition
- - Ensure Early Involvement in the Service Lifecycle
- - Provide Assurance of the Quality of the New or Changed Service
- - Proactively Improve Quality During the Service Transition
- Optimizing Performance
- Inputs and Outputs by Lifecycle Stage
Transition Planning and Support
- Purpose and Objectives
- Scope of Transition Planning and Support
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Process Interfaces with Transition Planning and Support
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
Service Asset and Configuration Management
- Purpose and Objectives
- Scope of Service Asset and Configuration Management
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Process Interfaces with Service Asset and Configuration Management
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
Change Management
- Purpose and Objectives
- Scope of Change Management
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Process Interfaces with Change Management
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
Change Evaluation
- Purpose and Objectives
- Scope of Change Evaluation
- Business Value
- Policies, Principles, and Basic Concepts
- Key Terminology
- Activities, Methods, and Techniques
- Trigger, Inputs, and Outputs
- Process Interfaces with Change Evaluation
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
Release and Deployment Management
- Purpose and Objectives
- Scope of Release and Deployment Management
- Business Value
- Policies and Principles
- Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Process Interfaces with Release and Deployment Management
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
Service Validation and Testing
- Purpose and Objectives
- Scope of Service Validation and Testing
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Trigger, Inputs, and Outputs
- Process Interfaces with Service Validation and Testing
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
Knowledge Management
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Process Interfaces with Knowledge Management
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
Managing People and Organizing for ST
- Managing Communications and Commitment
- Managing Organizational and Stakeholder Change
- Organizational Development
- Functions
- Organizational Context for Transitioning A Service
Technology and Implementation Considerations
- Knowledge Management Tools
- Collaboration
- Configuration Management System
- Integrated Approach to Service Transition Processes
- Implementing Service Transition in a Virtual or Cloud Environment
Service Transition Challenges, Risks, and CSFs
- Challenges
- Risks
- CSFs
- External Factors
Practice Test and Interview Questions
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