ITIL Trainings

Overview

The ITIL 4 Managing Professional transition module is designed to allow ITIL v3 candidates who have already invested to easily transition across to ITIL 4. They can gain the designation of ITIL 4 Managing Professional via one course and one exam.

The transition module enables candidates to recognise their previous achievements while still gaining the up-to-date skills and knowledge needed to navigate the digital service economy.

The module will provide information on the key elements of the following modules from ITIL 4 Managing Professional:

• ITIL 4 Specialist Create, Deliver and Support
• ITIL 4 Specialist Drive Stakeholder Value
• ITIL 4 Specialist High Velocity IT
• ITIL 4 Strategist Direct Plan and Improve.

The course will also provide an introduction and cover the key concepts found in ITIL 4 Foundation.

To take the transition module, all candidates must be at Expert level or have a minimum of 17 v3 credits. Candidates can continue to collect their v3 Intermediate or Practitioner credits to enable them to be eligible to take the transition module when it is launched.

The ITIL 4 Managing Professional transition module is due to launch on 3 October 2019.

Day  1
Introduction and recap of ITIL 4 concepts
ITIL 4 Create, Deliver and Support

Day  2
ITIL 4 Create, Deliver and Support (Contd.)
ITIL 4 Drive Stakeholder Value ITIL 4 Drive Stakeholder Value (Contd.)

Day 3
ITIL 4 High Velocity IT

Day 4
ITIL 4 High Velocity IT (Contd.)
ITIL 4 Direct, Plan and Improve

Day 5
ITIL 4 Direct, Plan and Improve (Contd.)
Self-Study (Optional)
Exam (Optional)

PART 1: ITIL® 4 Foundation
Introduction
Overview
Learning Outcomes Covered in the Section
List of Modules Covered in the Section

Module 1: Service Management: Key Concepts
Key Terms of ITIL
Value and Value Co-Creation
Value: Services, Products, and Resources
Service Relationships
Value: Outcomes, Costs, and Risks

Module 2: The Guiding Principles
Identifying Guiding Principles
Topics Covered
Focus on Value
Start Where You Are
Progress Iteratively With Feedback
Collaborate and Promote Visibility
Think and Work Holistically
Keep it Simple and Practical
Optimize and Automate

Module 3: The Four Dimensions of Service Management
Intent and Context
The Four Dimensions
The Four Dimensions and Service Value System
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes

Module 4: The ITIL Service Value System
Overview of Service Value System
Overview of the Service Value Chain
Practice Questions

PART 2: Create, Deliver And Support

Introduction
ITIL 4 Create, Deliver and Support – Overview
ITIL 4 Create, Deliver and Support and Service Value Chain
Module 1: ITSM Professionalism
Organizational Structures
Collaborative Culture
Capabilities, Roles and Competencies
Team Culture
Customer-Oriented Mindset
Employee Satisfaction Measurement
Positive Communication
Module 2: Resource Planning and Management
Workforce Planning
Results-Based Measuring and Reporting
Module 3: Value Streams
Value Stream for a New Service
Value Stream for User Support
Module 4: Prioritize and Manage Work
Need to Prioritize Work
Managing Queues and Backlogs
Prioritizing Work
Practice Questions

PART 3: Drive Stakeholder Value
ITIL 4 Drive Stakeholder Value – Overview
ITIL 4 Drive Stakeholder Value and Service Value Chain
Module 1: Customer Journey
Purpose of Mastering the Customer Journey
Touchpoints and Service Interactions
Mapping the Customer Journey
Designing the Customer Journey
Measuring and Improving the Customer Journey
Module 2: Foster relationships
Aspects of Service Value
Service Relationship Types
Building Service Relationships

Module 3: Shape Demand and Defne Service Offerings
Designing Digital Service Experiences
Selling and Obtaining Service Offerings
Module 4: Onboard and Offboard Customers and users
Planning Onboarding
Fostering Relationships with Users
Providing User Engagement And Delivery Channels
Enabling Users for Service
Elevating Mutual Capabilities
Offboarding
Module 5: Co-creation and Consumption of Services
Provision of Services
How Users Request Services
Encourage and Manage Feedback
Module 6: realize and Validate Service Value
Tracking Value Realization
Assessing and Reporting Value Realization
Evaluating Value Realization and Improving Customer Journeys
Practice Questions

PART 4: High Velocity IT
ITIL 4 High Velocity IT – Overview
ITIL 4 High Velocity IT and Service Value Chain
Module 1: Key Concepts of high Velocity IT
High Velocity Nature of the Digital Enterprise
Transformation to High Velocity IT
Module 2: High Velocity IT Objectives
Five Organizational Objectives to Direct High Velocity IT
Organizational Objectives to Direct High Velocity IT
Module 2: High Velocity ITIL
The Four Dimensions of Service Management
The ITIL Service Value System
The Service Value Chain
The Digital Product Lifecycle

Module 4: High Velocity IT Culture
Key Behaviors
Fundamental Principles, Models and Concepts
High Velocity IT Culture – Models and Concepts
Practice Questions

PART 5: Direct, Plan and Improve
ITIL 4 Direct, Plan and Improve – Overview
ITIL 4 Direct, Plan and Improve and Service Value Chain
Module 1: Key Concepts of Direct, Plan and Improve
Common Defnitions
Policies, Controls, and Guidelines
Decision Making Authority
Module 2: Role of GRC and Integration into Service Value System
Overview of Risk Management
Governance
Controls That are Suffcient, Yet Not Excessive
Module 3: Organizational Change Management
OCM Overview
Stakeholders
Communication
Feedback Channels
Practice Questions
Sample Paper 1

Overview

Why ITIL ®?

ITIL’s ® most significant benefit is that it shows you what to do in terms of improving IT operations – and how to do it. All of the ITIL V2 processes are contained within V3, with greater emphasis on how to demonstrate value to the business and provision of more relevant new processes as Supplier Management, Information Security Management, Access Management, etc. ITIL® is a registered trade mark of AXELOS Limited The Swirl logo™ is a trade mark of AXELOS Limited and/or The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited.

After earning your ITIL Foundation certificate, you can advance your ITSM career via the range of ITIL Intermediate certifications or the ITIL Practitioner certification.
The ITIL Intermediate certifications are divided into two categories – Service Lifecycle and Service Capability.

Service Lifecycle modules are most relevant to those who have, or are looking for, a management or team leader role that requires management of different areas or work across different teams. All the modules within the Service Lifecycle category are suitable for those intending to focus on the process and practice elements used, and the management capabilities needed to deliver quality Service Management practices.

The Service Lifecycle modules are:
– Service Strategy (SS)
– Service Design (SD)
– Service Transition (ST)
– Service Operation (SO)
– Continual Service Improvement (CSI).

The Service Capability modules are most applicable to those who are looking to gain specialized, knowledge in one or more processes, with focus on the day-to-day execution of ITIL practices and how they interact.

ITIL ® Foundations is suitable for anyone working in IT services requiring more information about the ITIL best practice framework.

DAY 1

• Service management as a practice
• ITIL and the service lifecycle
• Service strategy introduction
• Service strategy processes
• Service design introduction
• Service design processes

DAY 2

• Service design processes
• Service transition
• Service transition processes
• Service operation introduction
• Service operation functions
• Service operation processes

DAY 3

• Continual service improvement
• CSI process
• Technology and architecture
• Process interfaces and summary
• Exam technique

Topics covered include:

• Introduction to Service Management
• The importance of Service Management
• Definition of a Service and Service Management
• The need for a service culture
• Service Management as a practice
• The Service Lifecycle

The objectives and business value for each phase of the lifecycle. The main goals and value to the business provided by each phase of the lifecycle covering the 5 core books:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Key Principles and models of ITSM:

• The types of service provider
• The five major aspects of Service Design
• The service V model
• The Continual Service Improvement model
• The Processes and Functions
• Define the characteristics of a process

The objectives, business value, basic concepts, roles and interfaces of:

• Service Portfolio Management
• Service Level Management
• Incident Management
• Change Management

The objectives and basic concepts of:

• Demand Management
• Financial Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Supplier Management
• Information Security Management
• IT Service Continuity Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Event Management
• Problem Management
• Request Fulfilment
• Access Management
• The 7 step improvement process

Explanation of the functions:

• Service Desk, Application Management, Operations Management, Technical Management Organisation structure and key roles
• Using the RACI model Technology and Architecture
• Generic requirement for an integrated set of ITSM technology

Documentation You will receive comprehensive training documentation, practical excercises and MOC Exams

Overview

After earning your ITIL Foundation certificate, you can advance your ITSM career via the range of ITIL Intermediate certifications or the ITIL Practitioner certification. The ITIL Intermediate certifications are divided into two categories – Service Lifecycle and Service Capability.

Structure

The Service Lifecycle modules are:

• Service Strategy (SS)
• Service Design (SD)
• Service Transition (ST)
• Service Operation (SO)
• Continual Service Improvement (CSI).

The ITIL Intermediate certifications are available to end learners who have passed their ITIL v3 Foundation* or ITIL 4 Foundation exam. It is recommended that end learners have prior exposure to basic concepts in IT and at least two years’ professional experience working in IT Service Management before undertaking any of the ITIL Intermediary modules.

Service Lifecycle modules are most relevant to those who have, or are looking for, a management or team leader role that requires management of different areas or work across different teams. All the modules within the Service Lifecycle category are suitable for those intending to focus on the process and practice elements used, and the management capabilities needed to deliver quality Service Management practices.

Overview

After earning your ITIL Foundation certificate, you can advance your ITSM career via the range of ITIL Intermediate certifications or the ITIL Practitioner certification.

The ITIL Intermediate certifications are divided into two categories – Service Lifecycle and Service Capability.

Structure

The Service Capability modules are:

• Operational Support and Analysis (OSA)
• Planning, Protection and Optimization (PPO)
• Release, Control and Validation (RCV)
• Service Offerings and Agreements (SOA).

The ITIL Intermediate certifications are available to end learners who have passed their ITIL v3 Foundation* or ITIL 4 Foundation exam. It is recommended that end learners have prior exposure to basic concepts in IT and at least two years’ professional experience working in IT Service Management before undertaking any of the ITIL Intermediary modules.

The Service Capability modules are most applicable to those who are looking to gain specialized, knowledge in one or more processes, with focus on the day-to-day execution of ITIL practices and how they interact.

Overview

This course brings together the full essence of a Lifecycle approach to service management, and consolidates the knowledge gained across the qualification scheme. The Managing Across the Lifecycle course is compulsory for those wishing to gain the ITIL® Expert qualification and is worth 5 credits. This course will be your final step in achieving the ITIL Expert qualification.

The MALC module sits between the Intermediate and Expert certifications and is the final required certification towards gaining Expert status. Delegates are required to have achieved a minimum of 17 credits from any combination of ITIL v3 units OR a combination of v2 Practitioner and v3 units, including an ITIL® Foundation Certificate in IT Service Management or v2 to v3 bridge equivalent.

DAY 1

• MALC01 Key concepts of the service lifecycle
• Services and service management
• Overview of service lifecycle
• Organizing for service management – functions, processes and roles Managing and assessing risks
• Sharing knowledge across the lifecycle MALC05 Governance and organization 
• Service provider types and strategies
• Organizational structure
• Governance and service management

DAY 2

• MALC07 Implementing and improving service capability
• Implementing service management
• CSI approach – What is the vision?, Where are we now? , Where do we want to be? ,How do we get there,Did we get there? How do we keep the momentum going?
• Key considerations for implementation and improvement MALC02
• Communication and stakeholder management

DAY 3

• Communication and stakeholder management
• Business relationship management role in communication MALC03
• Integrating service management processes across the lifecycle
• The integration of service management through the lifecycle
• The impact of service strategy on other service lifecycle stages
• The value of a service lifecycle perspective when designing service solutions
• Introduce Inputs and outputs of processes and stages in the service lifecycle
• Value to the business and interfaces of all processes in each lifecycle stage

DAY 4

• MALC04 Managing services across the lifecycle
• Identifying and assessing customer and stakeholder needs
• Capturing business requirements and processes to be triggered, balanced design
• Service composition
• Finish Identifying and assessing customer and stakeholder needs
• The role of the service design package
• Managing cross-lifecycle process (part)
• Implementing and improving services using key sources of information
• Reviewing business trends, changed priorities and keeping ahead of business projections
• Challenges, CS

DAY 5

• MALC06 Measurement
• Measuring and demonstrating business value
• Determining and using metrics
• The design and development of measurement frameworks
• Monitoring and control systems
• The use of event management tools Summary of MALC, Residue of sample questions etc.

This certification completes the Lifecycle and Capability streams by focusing on the ancillary knowledge required to implement and manage the necessary skills associated with the use of the Lifecycle practices and includes:

• Introduction to IT Service Management Business & Managerial Issues
• Managing the Planning and Implementation of IT Service Management
• Management of Strategic Change
• Risk Management
• Managerial Functions
• Understanding Organizational Challenges
• Lifecycle Project Assessment
• Understanding Complementary Industry Guidance.

Documentation Comprehensive course documentation is provided.