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ILST: ITIL Intermediate Module - Service Transition


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RM 3800.00
  1. 28 Hours
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ILST: ITIL Intermediate Module - Service Transition


The intermediate level ITIL® v3 (version 3) Service Lifecycle Module Service Transition offers candidates the ability to specialize in one of the five stages of the service lifecycle.

This compact 4-day training includes an optional exam. Passing this exam adds 3 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3.

Each module of the lifecycle series covers an introduction to the service lifecycle, the principles, processes, functions and activities within that stage of the ITIL service management lifecycle, along with technology and implementation considerations.


The course, ITIL v3 Lifecycle Module Service Transition, is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and understanding of the service transition

stage of the ITIL v3 service lifecycle.

Candidates who wish to certify for ITIL v3 at intermediate or advanced level can earn 3 credits by passing the optional exam.


An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.


This program will be conducted with interactive lectures, PowerPoint presentation, discussions and practical exercise


Upon completion of this program, participants should be able to:

  • Introduction to service transition
  • Service transition principles
  • Service transition processes
  • Service transition related activities
  • Organization and technology for service transition
  • Understanding implementation approaches, service transition roles, challenges and critical success factors and risks

Expand All


  • Service Transition as a practice
  • Service, its value proposition and value composition
  • Functions, Processes and Roles
  • The purpose, goals and objectives of Service Transition
  • The scope of Service Transition and the types of processes used by Service Transition
  • The position of Service Transition within the Service Lifecycle, the interfaces, inputs and outputs
  • Potential value to business

  • The concept of service and role of utilities, warranties, capabilities and resources in delivering the service
  • The key policies and best practice principles that aid effective Service Transition

Exercise - Principles

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

Exercises -

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

  • Managing Communications and Commitment
  • Managing Organizational and Stakeholder Change
  • Organizational roles, responsibilities and Service Transition Roles within organizational change
  • Planning and Implementing organizational change, and the outputs from other lifecycle stages which assist with managing organizational change
  • Assessing organizational readiness for and monitoring progress of organizational change
  • Methods, practices and techniques used in managing change
  • Stakeholder Management

Exercise - Activities

  • Service Transition Roles and Responsibilities
  • Organizational context for Service Transition
  • The relationship of Service Transition with other lifecycle phases

Exercise - Roles and Responsibilities

  • Technology requirements for Service Transition that support Service Transition as a whole and support Service Transition’s integration into the whole lifecycle

Exercise - Technology


The stages of introducing Service Transition to an organization including:

  • Justification
  • Design
  • Management of cultural change and risks and beneficial values
  • Measurements through analyzing Critical Success Factors and Key Performance Indicators
  • Challenges, prerequisites for success and risks that affect the likely viability of new and changed services
  • Challenges facing Service Transition and the external factor that affect the approach to Service Transition

Exam Preparation

  • Mock examination

ST Exam

  • Exam

Kaustuv De

Kaustuv De

Kaustuv has had 10 years of experience in Information Communication Technology (ICT) industry especially in Retail, logistics and IT Service Management in Asia and Europe. He has an analytical, professional skill with strong result oriented work ethic. He places emphasis on strategic planning and decision-making. Kaustuv is experienced in large system development work. This includes managing complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues and anticipate strategic project requirements such as migration, development and risks. He is also a skilled communicator.Kaustuv is an accredited trainer with the APM Group & EXIN. He has successfully trained and coached more than 2000 IT professionals within Asia Pacific and the Middle East, including India, Malaysia, Dubai and Singapore.
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Raja Segaran AL Amasi

Raja Segaran AL Amasi

Raja Segaran Amasi has over 10 years of working experience in ICT operations with large telecommunication and outsourcing companies. During this period, he was involved in multiple projects in process improvement to achieve organizational efficiency.He was actively involved in the setup of an IT service desk and service management best practices process (incident, problem and change management) implementation within the IT support structure. His specialization is in data centre operations and service operations. During his professional career with a large outsourcing company, he was actively involved in ISO20000 certification and in the initial stage of design ITIL based service management process owners for at least 3 processes.Raja Segaran's strengths are his seniority, combining experience and helicopter-view, sense of humour and enthusiasm. He strongly believes that IT is about achieving results together and being a team player. His impressive list of clients included DH: ITSC, Shell IT International, Dell Asia Pacific, HP India, Microsoft Thailand, Microsoft Korea, EMC Australia, Wipro India, Infosys India, Siemens India, Prudential Asia Pacific, Intel Penang, AMD Penang, CSA Penang, Fairchild Semiconductor Penang and MISC. Read More

Kui Tze Lin

Kui Tze Lin

Experienced consulting in the IT industry focusing on supporting the operations of supply chain planning and optimizing solutions. Started career in IT as a technical/application support consultant. In less than 2 years, he was promoted as the Team Lead to set up and run 24/7 support operations before taking up the role as an Account Manager in 2017.As a grew up in a family of educators are potential life changers and able to facilitate someone to be successful in life. Since his high school and college days, he enjoyed imparting his knowledge to his peers who needed help by organizing group study sessions. Once he finished his A-level examinations, he was teaching in a primary school for half a year before he started university. After he graduated, he continues to deliver customized 1-on-1 tutoring high school pupils during weekends simply because he loves teaching and helping other. Read More

Sean Low

Sean Low

Sean Low is a Diploma holder in Graphic Design from Saito Academy & Higher Diploma and Master's Degree in Business with Infromation Technology from University of Northumbria, NewCastle. He is Management Consultant for Pink Elephant with the responsibility for delivery (consulting projects), training and development in the Asian region. Service Management Process and Applications Manager with the responsibilities of defining, documenting and implementing IT service management processes and policies across the World Vision International (WVI) global partnership that consists of more than 50 countries. Technical Services Manager with HP (formerly EDS) with the responsibility of managing the Wintel support team with 100-150 staffs supporting over international/multinational customers which includes daily operational responsibility for people, customer and day-to-day project management activities of the team. IT Manager for Malaysia's premier business weekly The Edge. Responsibilities include managing a team of web designers, programmers and system support staff. Other responsibilities include providing strategic direction to implementation of IT processes within the organisation Read More

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