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  • Durée: 3 jours
  • Prix régulier: Sur demande

ITIL® 2011 Service Transition (ST)

Course Description:

ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream:

  • The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it.
  • The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle.

The ITIL® ST (Service Transition) course is part of the ITIL® Intermediate Lifecycle stream. The course prepares candidates to take the ITIL® Service Transition Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. The Service Transition Certificate is a free-standing qualification but is also part of the ITIL® intermediate lifecycle stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management (ITSM). The purpose of this module, exam and certificate is, to impart, test, and validate the knowledge on industry practices in IT service management as documented in the ITIL® Service Transition publication.

Course and Learning Objectives

This qualification provides a complete management-level overview of Service Transition including all its

  • related activities. Candidates can expect to gain competencies in the following:
  • 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.

In addition the training for this certification includes examination preparation, including a mock examination.

Delivery Methods

This course may be delivered as part of our public class schedule at one of our facilities, as an onsite private class at your facility, or through our virtual classroom. Customization provides the opportunity to design a tailored training program that supports the organization most effectively while still getting the benefits of Technical & Industry Best Practices training. Our training experts will work closely with you to develop a training program based on your organization’s needs. To inquire about fees and delivery options please visit our website at:

Course Approch

This lifecycle stage focuses on organizing and maintaining Service Transition. Participants will learn the principles and core elements along with the activities and technology & implementation considerations within this stage of the Service Lifecycle. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL® Intermediate Service Transition certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. The integrated case study deepens the participant’s appreciation of how ITIL® best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.

Course Student Material

Students will receive an ITIL Service Transition classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Concepts Covered


  • Service Transition -Introduction
  • Purpose and objectives
  • Scope of Service Transition
  • Service Transition Processes
  • Value to the Business
  • Context of Service Transition
  • Service Transition Inputs and outputs
  • The ITIL Certification scheme
  • The exam format


  • Service Transition Contents
  • Principles & Policies
  • Best Practices
  • Optimizing service transition performance
  • Metrics for alignment with Business and IT plans
  • Metrics for Service Transition


  • Transition planning and support
  • Change Management
  • Service Asset and configuration management
  • Release and deloyment management
  • Service Validation and testing
  • Service Evaluation
  • Knowledge Management


  • Communication
  • Organizational Change
  • Organizational Change Products
  • Planning / Implementing Change
  • Resistance to Change
  • Stakeholder Management

5. Roles and responsibilities

  • Introduction
  • Process Owner
  • Service Owner
  • Organizational context
  • Relationships with other lifecycle stages
  • Key roles and responsibilities


  • Considerations of Technology
  • Service Transition Support Tools
  • ITSM Technology
  • Knowledge Management Tools
  • Collaboration – Communities and Workflow Management
  • Configuration Management System


  • Justifying Service Transition
  • Designing Service Transition
  • Introducing Service Transition
  • Cultural Change
  • Risks and Value
  • Implementation Challenges, CSF’s and Risks
  • Service Transition under difficult circumstances
  • Integrated Service Transition processes
  • Service Transition in a virtual cloud environment

8. Appendices

  • Business case study and exercises
  • Sample Exams
  • Glossary & Acronyms
  • Feedback
  • Recap

These sessions are offered in Dutch, English or French (FR). The educational material and exam are in English only.

Legal notesThe ITIL® courses on this page are offered by ES3I, Affiliate of Quint Wellington Redwood, which is an ATO of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited. All rights reserved
About Quint

Quint Wellington Redwood is a leading global independent boutique consulting firm dedicated to resolving IT-related organizational challenges. Operating in more than 49 countries and across four continents, Quint provides sourcing advisory, benchmarking, IT governance, IT service management, lean IT and architecture & security services to leading organizations from all industries, creating and implementing best practices worldwide. Quint was founded to help organizations get more out of IT; not by adding more or new technology, but simply by managing IT better. In its mission of “Dare to Challenge” Quint challenges itself and its clients to implement changes that deliver true results, outperform the competition and create a measurable return on investment. Quint’s vision is to reinvent not only its clients’ organizations, but also the consulting and education industry themselves. Quint provides solution providers and end-user organizations with the latest and best solutions in training and in courseware. Every year over 17,000 individuals choose Quint to fulfill their education needs. Our experienced instructors are recognized as thought leaders and for their outstanding teaching skills. Every Quint instructor has achieved the highest certification in their field of expertise and has undergone a rigorous internal certification before teaching a course. With our global reach you can be assured that, regardless of location, you will be receiving a consistent world-class education tailored to meet your needs.

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