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

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

• Foundation (not directly examinable):
  • The key concepts of service management
  • How the ITIL guiding principles can help an organization adopt and adapt service management
  • The four dimensions of service management
  • The purpose and components of the ITIL service value system
  • The activities of the service value chain, and how they interconnect
• Plan and build a service value stream
  • Concepts & challenges of: Organizational structure; Integrated/collaborative teams; Team capabilities, roles, competencies; Team culture and differences; Working to a customer-oriented mindset; Employee satisfaction management; The value of positive communications
  • ‘Shift Left’ approach
  • Planning and managing resources in the service value system:
  • Team collaboration and integration: Workforce planning; Results based measuring and reporting; The culture of continual improvement
  • Use and value of information and technology across the service value system: Integrated service management toolsets; Integration and data sharing; Reporting and advanced analytics; Collaboration and workflow; Robotic process automation; Artificial intelligence and machine learning; Continuous integration and delivery/deployment
  • Information models
• How to use a value stream to design, develop and transition new services
  • How the following practices contribute: Service design; Software development and Management; Deployment management; Release management; Service Validation and testing; Change Enablement
• How to use a value stream to provide user support
  • How the following practices contribute: Service desk; Incident management; Problem management; Knowledge management; Service level management; Monitoring and event management
• Know how to create, deliver & support services
  • How to co-ordinate, prioritize and structure work and activities to create deliver and support services, including: Managing queues and backlogs; Prioritizing work
  • Understand the use and value of the following across the service value system: Buy vs build considerations; Sourcing options; Service integration and management (SIAM)

This is an instructor led classroom course that uses a combination of lectures, practical group discussions, group assignments and sample exam to provide the student with an understanding of the essential parts of the Create, Deliver & Support syllabus and to prepare them for the examination.

Prerequisites

The prerequisite for this course is ITIL 4 Foundation or ITIL 4 Managing Professional (Transition).

The target group is drawn from:

• Those practitioners with significant experience in IT service management who wish to know more about the ‘engine room’ of ITIL value activities Design&Transition, Obtain/Build and Deliver&Support. It forms part of the Managing Professional set of course and so is suitable for individuals looking to achieve that overall designation (Managing Professional).
• This may include but is not limited to, IT professionals, business managers and business process owners.

•                   Introduction and Overview
•                   ITIL 4 Overview
•                   CDS Overview
•                   Service Value Streams
•                   Related ITIL Processes
•                   Create, Deliver & Support Services
•                   Summary

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

• Foundation (not directly examinable):
  • The key concepts of service management
  • How the ITIL guiding principles can help an organization adopt and adapt service management
  • The four dimensions of service management
  • The purpose and components of the ITIL service value system
  • The activities of the service value chain, and how they interconnect
• Understand Key Concepts of Direct, Plan & Improve
  • Understand key terms: Direction; Planning; Improvement; Operating Model; Methods; Risks; Scope of control
  • Understand differences between the following key concepts: Vision and Mission; Strategy, Tactics and Operations; Governance, compliance and management; Policies, Controls and Guidelines
  • Understand the following and relationships to direction, planning & improvement: Value; Outcomes; Costs & Risks
• Identify the scope of control and within this know how to:
  • Cascade goals and requirements
  • Define effective policies, controls and guidelines
  • Place decision-making authority at the correct level
• Understand Governance Risk & Control
  • Understand the role of risk and risk management in DPI
  • Understand how governance impacts DPI
  • Know how to ensure that controls are sufficient, but not excessive
• Principles & methods for all types of improvements
  • Continual improvement model for improving service value system
  • Assessment objectives, outputs, requirements and criteria
  • Selecting appropriate assessment method(s)
  • Define and prioritize desired outcomes of improvements
  • How to build, justify and advocate for business cases
  • How to conduct: improvement reviews; analysis of lessons learned
  • How to embed continual improvement at all levels of SVS
• Methods of Communication & Organizational Change
  • Nature, scope and potential benefits of organizational change management
  • Use key principles and methods of Communication & OCM: Identify and manage different types of stakeholders; Effectively communicate with and influence others; Establish effective feedback channels
  • Establish effective interfaces across the value chain
• Principles/methods of measurement & reporting DPI
  • Defining indicators and metrics to support objectives
• Direct, plan and improve value streams and practices
  • Understand differences between value streams and practices and how they impact direction, planning and improvement
  • Select and use appropriate methods and techniques to direct, plan and improve value streams and practices: Addressing the 4 dimensions; Applying the guiding principles; Value stream mapping; Optimization of workflow; Elimination of waste; Ensuring & utilizing feedback

The target group is drawn from:

• Those practitioners with significant experience in IT service management who wish to know more about the strategic and tactical ‘long term’ elements of ITIL. It forms part of the Managing Professional set of course and so is suitable for individuals looking to achieve that overall designation (Managing Professional).
• This may include but is not limited to, IT professionals, business managers and business process owners.

• ITIL 4 Overview
• DPI Overview
• Key Concepts
• Scope of Control
• Governance Risk & Compliance
• Continual Improvement (Model)
• Communications & Organizational Change
• Measurement & Reporting
•  Value Streams & Practices