ITIL v4 - Managing Professional Transition

This course provides those IT leaders, practitioners and support staff who already hold the ITIL v3 expert (or have 17 points under the ITIL v3 scheme) with a transition to the ITIL 4 Managing Professional designation. Students will get a deeper understanding of the key concepts of the service value system that enables successful management of modern IT-enabled services. It also prepares delegates for the ITIL 4 Managing Professional Transition examination which leads to the award of ITIL 4 Managing Professional status. The course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.

Retail Price: $3,250.00

Next Date: Request Date

Course Days: 5


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WHAT YOU'LL LEARN

The course will help students to understand:

  • Key IT service management concepts
  • Understand how the ITIL guiding principles can help an organization adopt and adapt service management
  • Understand the purpose and components of the ITIL service value system
  • Understand the activities of the service value chain, and how they interconnect
  • Understand how to plan and build a service value stream to create, deliver, and support services
  • Know how relevant ITIL practices contribute to the creation, delivery and support across the SVS and Value streams
  • Know how to create, deliver and support services
  • Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
  • Understand the importance of the ITIL Guiding Principles and other fundamental concepts for delivering high velocity IT
  • Understand the digital product lifecycle in terms of value streams, goals and practices
  • Know how to drive customer value (the customer journey)
  • Know how to drive user value (the service user journey)
  • Understand the scope and activities relevant to Direct and plan
  • Understand the role of governance, risk and compliance and how to integrate the principles and methods into the service value system
  • Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement
  • Preparation to sit the ITIL 4 Managing Professional Transition examination

WHO SHOULD ATTEND?

IT leaders, ITIL practitioners and ITIL-expert support staff.

PREREQUISITES

Candidates must be either hold the ITIL V3 Expert designation or have a minimum of 17 credits under the ITIL v3 scheme


COURSE OUTLINE

  • Understand the key concepts of service management
  • Describe the key concepts of service relationships
    • Service offering
    • Service relationship management
    • Service provision
    • Service consumption
  • Understand how the ITIL guiding principles can help an organization adopt and adapt service management
  • Describe the nature, use and interaction of the guiding principles
    • 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
  • Understand the purpose and components of the ITIL service value system
  • Understand the activities of the service value chain, and how they interconnect
  • Describe the purpose of each value chain activity:
    • Plan
    • Improve
    • Engage
    • Design & transition
    • Obtain/build
    • Deliver & support
  • Understand how to plan and build a service value stream to create, deliver, and support services
  • Understand the concepts and challenges relating to the following across the service value system:
    • Organisational structure
    • Integrated/collaborative teams
    • Team capabilities, roles, competencies
    • Team culture and differences
    • Working to a customer-orientated mindset
    • Employee satisfaction measurement
  • Understand planning and managing resources in the service value system:
    • Team collaboration and integration
    • Workforce planning
    • Results based measuring and reporting
  • Know how to design, develop and transition a value stream for new services using the following ITIL practices:
    • Service design
    • Software development and Management
    • Deployment management
    • Release management
    • Service Validation and testing
    • Change Control
  • Know how to provide user support value stream using the following ITIL practices:
    • Service desk
    • Incident management
    • Problem management
    • Knowledge management
    • Service level management
    • Monitoring and event management
  • Know how to create, deliver and support services
  • Understand the use and value of the following across the service value system:
    • Buy vs build considerations
    • Sourcing options
    • Service integration and management (SIAM)
  • Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
  • Understand the following terms:
    • Digital organization
    • High velocity IT
    • Digital transformation
    • IT transformation
  • Understand when the transformation to high velocity IT is desirable and feasible.
  • Understand the five mid-level goals associated with digital products – to achieve:
    • Valuable ideas – strategically innovative and effective application of IT
    • Fast development - quick realization and delivery of IT services and IT-related products
    • Resilient operations - highly resilient IT services and IT-related products
    • Co-created value - effective interaction between service provider and consumer
    • Assured conformance - to governance, risk and compliance (GRC) requirements. 
  • Understand how high velocity IT relates to:
    • The service value system
    • The ITIL service value chain
    • The four dimensions of service management
    •  The digital product lifecycle
  • Understand the digital product lifecycle in terms of value streams, goals and practices
  • Understand which principles and concepts help understand the high velocity IT and know how to use them:
    • Organizational system
      • Systems thinking
      • Complexity thinking
      • Promise theory
    • Digital products
      • Design thinking
      • Service-dominant logic
      • Ethics
    • Work
      • Lean
      • Agile
      • DevOps
  • Know how to drive customer value (the customer journey)
  • Know how to foster customer relationships, by:
    • Providing informed feedback to assess and promote mutual understanding
    • Assessing mutual readiness and maturity
  • Know how to define requirements and service offerings, by:
    • Prioritising and authorising portfolio investments
    • Managing the full product/service lifecycle
    • Selling and procuring service offerings
    • Designing digital services experiences based on value driven, data driven and user centred service design
  • Know how to act together to ensure continual value co-creation (service consumption / provisioning), including:
    • Service interaction
    • ‘Moments of truth’
    • Communities of practice
    • Encouraging and managing customer feedback
  • Know how to realise and validate service value, by:
    • Realising, tracking and monitoring service value outcome, risk, cost and resources
    • Reporting service outcome and performance
    • Validating service value
    • Establishing charging mechanisms
    • Evaluating the customer journey
    • Know how to drive user value (the service user journey)
  • Describe user relationship management by:
    • Promoting and marketing services
    • Relating with service users and fostering relationships
    • Using knowledge sharing to improve service user relations and performance
    • Profiling and proactive use of real-time end-user computing data
  • Know how to engage with service users by:
    • Developing engagement and delivery channels
    • Fostering service attitude, behaviour and culture (ABC)
    • Personalizing the user engagement experience
    • Providing proactive and outgoing support
  • Know how to co-create user service experiences by:
    • Interacting, co-creating value and realising outcome (Service usage / consumption)
    • Resolving service issues
    • Automatically fulfilling requests or resolving issues
    • Measuring and managing user experience
  • Know how to realise and validate user service value by:
    • Managing and measuring service usage, user experience, service outcome and performance
    • Evaluating the user journey and improving feedback loops
  • Understand the scope and activities relevant to Direct and plan
  • Identify the scope of control and within this:
    • Know how to cascade goals and requirements
    • Know how to define effective policies, controls and guidelines
    • Know how to place decision-making authority at the correct level
  • Understand the role of governance, risk and compliance and how to integrate the principles and methods into the service value system
    • Understand how governance impacts DPI
  • Know how to ensure that controls are sufficient, yet not excessive
  • Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement
  • Know how to use the key principles and methods of OCM:
    • Identify and manage different types of stakeholders
    • Effectively communicate with and influence others
    • Establish effective feedback channels


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