ITIL 4 provides a practical and flexible approach to move to the new world of digital transformation and embrace an end-to-end operating model for the delivery and operation of products and services. Importantly, ITIL 4 provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.
What's included:
Self-Study Guide
Sample Exam (quiz)
Practice Questions (quiz)
Course Outline
Course Introduction
Part 1: ITIL 4 Foundation
Key Concepts of Service Management
The ITIL Guiding Principles
The Four Dimensions of Service Management
The Service Value System and Service Value Chain
Part 2: Create, Deliver and Support
ITSM Professionalism
Resource Planning and Management
How to Create, Deliver and Support
Prioritize and Manage Work
Part 3: Drive Stakeholder Value Customer Journey
Foster Relationships
Shape Demand and Dene Service Offerings
Onboard and Offboard Customers and Users
Realize and Validate Service Value
Part 4: High Velocity ITIntroduction
Key Concepts of High Velocity IT
High Velocity IT Objectives High Velocity ITI
High Velocity IT Culture
Part 5: Direct, Plan and Improve
Introduction Key Concepts of Direct, Plan and Improve
Role of GRC and Integration into Service Value System
Organizational Change Management
Target Audience
The training for ITIL 4 MP Transition module is targeted towards all practitioners with significant experience in IT service management and who wish to develop their knowledge and application skills for ITIL 4.
For taking the ITIL 4 Managing Professional Transition exam, a candidate must hold the ITIL Expert certificate or a minimum of 17 credits from the ITIL v3 Foundation and Intermediate/Practitioner modules. ITIL 4 Foundation can be accepted to replace ITIL v3 Foundation, plus 15 credits from ITIL Intermediate/Practitioner modules.
Learning Objectives
The learning objectives of the course are based on the following learning outcomes of the Managing Professional Transition exam specification:
Understand the key concepts of service management
Understand how the ITIL guiding principles can help an organization adopt and adapt service management
Understand the four dimensions of 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 to use a value stream to design, develop and transition new services
Know how to use a value stream to provide user support
Know how to coordinate, prioritize and structure work and activities to create deliver and support services, including managing queues and backlogs and prioritizing work
Understand how customer journeys are designed
Know how to foster stakeholder relationship
Know how to shape demand and define service offerings
Know how to onboard and offboard customers and users
Know how to act together to ensure continual value co-creation (service consumption / provisioning)Know how to realise and validate service value
Understand concepts regarding the high-velocity nature of the digital enterprise
Understand how high velocity IT relates to:
The four dimensions of service management
The ITIL service value system
The service value chain
The digital product lifecycle
Understand the following principles, models and concepts and know how to use the following principles, models and concepts:
Ethics Safety culture
Lean culture
Toyota Kata
Lean/Agile/Resilient/Continuous
Service-dominant logic
Design thinking
Complexity thinking
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 risk and risk management in DPI
Understand how governance impacts DPI
Know how to ensure that controls are sufficient, but not excessive
Understand the nature, scope and potential benefits of organizational change management
Know how to use the key principles and methods of communication & organizational change management
Prerequisites
A candidate must hold the ITIL Expert certificate or a minimum of 17 credits from the ITIL V3 Foundation and Intermediate/Practitioner modules in order to take the ITIL 4 MP Transition exam.
