The Art of Service ( http://theartofservice.com ) is one of the world’s leading providers of ITIL training, ITIL exam training and ITIL online training. The Art of Service offers world class education at a price every career driven IT Professional can afford it. For more information on our online ITIL training check out our online store: http://store.theartofservice.com This slideshow is created to give you a high level overview of the processes and terminology in the ITIL 2011 Service Transition book. This will help you to understand the difference between ITIL V3 and ITIL 2011 in relation to Service Transition.

1. ITIL Intermediate
What is new in Service Transition 2011?
ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

2. What to do AFTER
Foundation?
• Capability Stream • Lifecycle Stream
• SOA • SS
• PPO • SD
• RCV • ST
• OSA • SO
• CSI
http://theartofservice.com http://store.theartofservice.com

3. ITIL Certification
Pathway
ITIL
Master
ITIL Expert
Managing Across the Lifecycle
SS SD ST SO CSI OSA PPO RCV SOA
Lifecycle Modules Capability Modules
ITIL 2011 Foundation Certificate in IT Service Management

4. Lifecycle Courses
• Target audience:
IT Directors and IT
Managers. Also consultants
and ITIL trainers.
• Deep understanding around
processes within a specific
Lifecycle Stage.
http://theartofservice.com http://store.theartofservice.com

5. Lifecycle theory covers..
• Processes from a single Lifecycle
phase (=single ITIL book )
• Implementation consideration for the
group of processes
• Technology and Tools to support the
group of processes
http://theartofservice.com http://store.theartofservice.com

6. Service Transition Book
• Core text: 263 pages
• appendix A - Description of asset types (2.5 pages)
• Appendix B - Risk Assessment and management (4.5 pages)
• Appendix C - Related Guidance (7 pages)
• Appendix D - Examples of inputs & outputs across the Service
Lifecycle (2 pages)
• References and further reading ( 1 page)
• Appendix F - Abbreviations and glossary (19 pages)

7. Processes in ITIL
Service Transition Stage
• Transition planning and support
• Change Management
• Service Asset and Configuration
Management
• Release & Deployment Management
* indicates changes from ITIL V3 to ITIL 2011
http://theartofservice.com http://store.theartofservice.com

8. Processes in ITIL
Service Transition Stage
• Service Validation and Testing
• Change Evaluation
• Knowledge Management
* indicates changes from ITIL V3 to ITIL 2011
http://theartofservice.com http://store.theartofservice.com

9. Transition Planning and
Support
(no big changes from V3)
• Service Transition Policy
• Transition Strategy
• Service Transition Lifecycle stages
• Coordinating Service Transition
• Providing transition process support
http://theartofservice.com http://store.theartofservice.com

10. Change Management
(no big changes from V3)
• Change Models (normal, standard,
emergency)
• Change Proposals
• Remediation Planning
• CAB
• Strategic change vs. Operational change
http://theartofservice.com http://store.theartofservice.com

11. Service Asset &
Configuration Management
(no big changes from V3)
• Configuration Management System
(CMS)
• CMDB
• Secure libraries & secure stores,
Definitive spares & DML
http://theartofservice.com http://store.theartofservice.com

12. Release and Deployment
Management
(no big changes from V3)
• Release & Deployment policies
• Release unit and release package
• Deployment options
• Prepare and planning of release build & test /
acquisition & test
• Build & manage test environments
• Service rehearsal
• Deployments & review
http://theartofservice.com http://store.theartofservice.com

13. Service Validation &
Testing
• Service Quality & Assurance
• Relation with Service Design
• Test models
• Types of testing, for example:
• Functional testing, service testing
• warranty & assurance tests
• usability test
http://theartofservice.com http://store.theartofservice.com

14. Change Evaluation
• Understanding the intended and
unintended effect of a change
• Risk Management
• Evaluation report
http://theartofservice.com http://store.theartofservice.com

15. Knowledge Management
• Data - Information - Knowledge - Wisdom
• Managing and using the Service Knowledge
Management System (SKMS)
• Identify knowledge
• Knowledge transfer
• Information Architecture
http://theartofservice.com http://store.theartofservice.com

16. How do I sit the exam?
Intermediate exam option:
1. Testing Centre via your training company
2. Online Testing at venue of your choice (the exam comes to you)
Where is the closest CSME testing centre
for Intermediate exams ?
http://kryteriononline.com/host_locations/nobranding.asp
“Our exam coordinator works with you to plan, organise and schedule your exam,
Saving you time, hassle and frustration!”
Ivanka Menken - CEO,The Art of Service
http://theartofservice.com http://store.theartofservice.com

17. Intermediate
exam
8 questions
Complex multiple choice with
scenario
Graded answers:
5 points for the best answer
3 points for the next option
1 points for the next option
0 points for the distractor
28 points = pass
90 minutes to complete exam
http://theartofservice.com http://store.theartofservice.com

18. ITIL certification
Passrates in 2011
Art of Service
Global Students
Foundation 88% 89%
Intermediate
81% 85%
(average)
MALC 62.6% 100%
http://theartofservice.com http://store.theartofservice.com

19. ITIL Student Feedback
I have purchased a good amount of your
products and it has been a pleasure to do
business with you.
21/11/2011 3:04
PM
Very good
service and response time from any staff I
communicated with. 23/11/2011 10:18 PM
I passed the exam with better results than
my co-workers!!! and I'm an old lady who
hasn't studied for 40 years!!!
30/11/2011 3:30 PM

20. More information?
• Our website:
http://theartofservice.com
• Our online store:
http://
store.theartofservice.com
• Our online learning Portal:
http://theartofservice.org