Length
5 days
INCLUSIONS
Exam voucher

Overview

ITIL® 4 Managing Professional Transition provides practical and technical knowledge about how to run successful IT enabled services, teams and workflows.

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 ITIL v3 training while still gaining the up-to-date skills and knowledge needed to navigate the digital service economy. It is the easiest way for already certified ITIL Experts to transition to ITIL 4 Managing Professional.

The main objective of this five-day course is for IT operations managers and leaders to acquire knowledge that helps them to transition their teams to the new ways of working and high velocity IT. It also helps acquire the required knowledge to pass the ITIL 4 Managing Professional Transition exam.

Whilst not part of the syllabus, it is beneficial for participants to have substantial experience with IT Service Management and working understanding of the ITIL v3 processes.

Examination
This course pricing includes a voucher for the ITIL 4 Managing Professional Exam which can be taken via remote proctor. It is a 90-minute closed book exam consisting of 40 multiple choice questions, with a pass mark of 70% (28/40). Practice exam papers and questions are provided in the course, and reviewed to assist in preparation.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

Key Topics

Detailed Info
  • Introduction to ITIL 4 Foundation
  • The Guiding Principles
  • The ITIL Service Value System
  • ITSM Professionalism
  • Value Streams
  • Introduction to Drive Stakeholder Value
  • Shape Demand and Define Service Offerings
  • Co-creation and Consumption of Services
  • Introduction to High Velocity IT
  • High Velocity IT Objectives
  • High Velocity IT Culture
  • Key Concepts of Direct, Plan and Improve
  • Organisational Change Management
  • Service Management: Key Concepts
  • The Four Dimensions of Service Management
  • Introduction to Create, Deliver and Support
  • Resource Planning and Management
  • Prioritise and Manage Work
  • Customer Journey
  • Foster Relationships
  • Onboard and Offboard Customers and Users
  • Realise and Validate Service Value
  • Key Concepts of High Velocity IT
  • High Velocity ITIL
  • Introduction to Direct, Plan and Improve
  • Role of GRC and Integration into Service Value System
Skills Gained
Key Topics
Target Audience
Prerequisites
Industry Association Recognition

Skills Gained

The purpose of the ITIL 4 MP Transition module is to provide candidates with an understanding of:

  • The core concepts and definitions of ITIL 4 Foundation
    • key differences between the previous iteration of ITIL and ITIL 4
    • how they can be practically applied
  • Key elements from each one of the four ITIL Managing Professional (MP) modules
    • Create, Deliver and Support
    • Drive Stakeholder Value
    • High Velocity IT
    • Direct, Plan and Improve

Key Topics

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

Target Audience

This module is targeted towards all practitioners with significant experience in IT service management, who wish to develop their knowledge and application skills for ITIL 4, and who meet the prerequisites.

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please call us at +632 8244 2098 or email [email protected]

Prerequisites

To take the ITIL 4 MP 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.

Industry Association Recognition

Project Management Institute (PMI)®

  • Contact Hours: 35 hours
  • Professional Development Units (PDUs): 35 PDUs

Australian Institute of Project Management (AIPM)

  • Continual Professional Development (CPD) points: 10 points
Print course details

The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

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Virtual Classroom
October 11 2021 - October 15 2021

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