ITIL® 4 Managing Professional (MP) Transition

Course subjects

Part 1: ITIL 4 Foundation
Introduction

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

• Focus on Value

• Start Where You Are

• Progress Iteratively With Feedback

• Collaborate and Promote Visibility

• Think and Work Holistically

• Keep it Simple and Practical

• Optimise and Automate

Module 3: The Four Dimensions of Service Management

• Intent and Context

• The Four Dimensions

• The Four Dimensions and Service Value System

• Organisations 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

• Organisational 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: Prioritise and Manage Work

• Need to Prioritise Work

• Managing Queues and Backlogs

• Prioritising Work

Practice Questions

Part 3: Drive Stakeholder Value
Introduction

• 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 Define 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: Realise and Validate Service Value

• Tracking Value Realisation

• Assessing and Reporting Value Realisation

• Evaluating Value Realisation and Improving Customer Journeys

Practice Questions

Part 4: High Velocity IT
Introduction

• 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

Module 2: High Velocity IT Objectives

• Five Organisational Objectives to Direct High Velocity IT

• Organisational Objectives to Direct High Velocity IT

Module 3: 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 Behaviours

• Fundamental Principles, Models and Concepts

• High Velocity IT Culture – Models and Concepts

Practice Questions

Part 5: Direct, Plan and Improve
Introduction

• 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 Definitions

• 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 Sufficient, Yet Not Excessive

Module 3: Organisational Change Management

• OCM Overview

• Stakeholders

• Communication

• Feedback Channels

Practice Questions