ITIL® Intermediate Lifecycle Path – Service Transition

About the course

This ITIL Intermediate course introduces participants the overall concepts, processes, policies, and methods associated with the Service Transition (ST) phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the ST phase. This course is designed using an engaging, exercise-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.


The main target group for this ITIL® Intermediate Qualification 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
  • ITSM trainers involved in the on-going management, co-ordination and integration of strategizing activities within the service lifecycle
  • Individuals who require a deeper understanding of the ITIL® service strategy stage of the ITIL® service lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization
  • IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in service strategy
  • 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.


Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate.

There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

Options of Course Delivery

  • In English and French
  • In class at the IT Chapter office located in Old Montreal, or virtual ONLINE (Instructor-Led) WEBEX
  • At the client site for group training to suit your needs
  • In a classroom blended mode: delivered on Friday, Friday, Saturday – the preferred course delivery method, which allows course participants sufficient time to study for the exam and minimise work disruption.

Certification Exam

  • This three (3) days classroom-training course with examination held on the afternoon of the 3rd day and includes a sample examination and preparation to re-enforce the knowledge gained.
  • The format of the examination consists of a closed book paper of 8 multiple-choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed an additional 30 minutes and allowed use of a dictionary). The passing mark is 70% or more than 28 correct answers.

Course Content

Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants will gain the necessary knowledge enabling them to capture:

  • 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.


Course participants have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze the following topics:


  • The purpose and objectives of service transition
  • The scope of service transition and the processes within service transition
  • Value to business
  • The context of service transition in the ITIL service lifecycle

Service Transition Principles

  • The key policies and best practice principles that aid effective service transition
  • Optimizing service transition performance and typical metrics that can be used
  • Service Transition inputs and outputs by lifecycle stage

Service Transition Processes

  • Transition Planning and Support
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Service Validation and Testing
  • Change Evaluation
  • Knowledge Management

The following topics are discussed for each of the here mentioned processes

  • Purpose and objectives
  • Scope
  • Value to Business
  • Policies, principle and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks

Managing people through service transitions

  • Managing communications and commitment
  • Managing organizational and stakeholder change
  • Stakeholder Management

Organizing for Service Transition

  • Organizational development
  • Role of technical and application management function in service transition
  • Organizational context for transitioning a service
  • Service transition roles and responsibilities
  • The relationship of service transition to other lifecycle phases

Consideration of Technology

  • Technology requirements for service transition that support service transition as a whole and that support service transition’s integration into the whole lifecycle, including knowledge management tools, collaboration and configuration management system

Implementation and improvement of Service Transition

  • Key activities in the introduction of service transition
  • An integrated approach to service transition processes
  • Implementing service transition in a virtual or cloud environment

Challenges, Critical success factors and risks

  • Challenges facing service transition
  • Measurement through analyzing critical success factors Core Guidance References
  • Potential implementation risks that could affect services currently in transition and being planned
  • External factors that affect the approach to service transition


check eLearning Self-Study


90 days



Group discounts available



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IT Chapter Training Facility is located at

204 rue Saint Sacrement, Suite 300 Montreal, QC H2Y 1W8

Tel: 514.868.2116 / 514.431.0542