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