ITIL® 4 Managing Professional Transition

The ITIL 4 Managing Professional Transition qualification is intended to allow candidates of the previous iteration of ITIL the opportunity for a straightforward transition to ITIL 4 in order to achieve the designation of ITIL 4 Managing Professional. It shall also provide candidates with an understanding of the new ITIL 4 Foundation concepts and definitions, including the key differences between the previous iteration of ITIL and ITIL 4 and how they can be practically applied.

Finally, it is intended to provide candidates with an understanding of the key elements from each of the four ITIL Managing Professional (MP) modules: Create, Deliver & Support, Drive Stakeholder Value, High Velocity IT, and Direct, Plan & Improve, as well as ITIL 4 Foundation.

Key Benefits

Upon completion of this course; you will learn following:-

  • The key ideas of service management
  • The purpose & components of the ITIL® service value system
  • The activities of the service value chain & how they interconnect
  • How to plan & build a service value stream to create, deliver, and support services
  • The digital product lifecycle in context of the ITIL® operating model
  • How client journeys are designed
  • How to foster stakeholder relationships
  • How to shape demand & define service offerings
  • The process of onboarding & offboarding customers and users
  • How to realize & validate service value

Course Modules (5 Modules)

123

Module 1: ITIL 4 FOUNDATION

Learning Outcome 1:

  • Understand the key concepts of service management

Assessment Criteria 1:

  • Describe the key concepts of service relationships
    1. Service offering
    2. Service relationship management
    3. Service provision
    4. Service consumption

Learning Outcome 2:

  • Understand how the ITIL guiding principles can help an organization to adopt and adapt service management

Assessment Criteria 2:

  • Describe the nature, use and interaction of the guiding principles
  • Explain the use of the guiding principles:
    1. Focus on value
    2. Start where you are
    3. Progress iteratively with feedback
    4. Collaborate and promote visibility
    5. Think and work holistically
    6. Keep it simple and practical
    7. Optimize and automate

Learning Outcome 3:

  • Understand the four dimensions of service management

Assessment Criteria 3:

  • Describe the four dimensions of service management
    1. Organizations and people
    2. Information and technology
    3. Partners and suppliers
    4. Value streams and processes

Learning Outcome 4:

  • Understand the purpose and components of the ITIL service value system

Assessment Criteria 4:

  • Describe the ITIL service value system
  • Describe the interconnected nature of the service value chain and how this supports value streams

Learning Outcome 5:

  • Understand the activities of the service value chain, and how they interconnect

Assessment Criteria 5:

  • Describe the purpose of each value chain activity:
    1. Plan
    2. Improve
    3. Engage
    4. Design & transition
    5. Obtain/build
    6. Deliver & support

Module 2: CREATE, DELIVER AND SUPPORT

Learning Outcome 1:

  • Understand how to plan and build a service value stream to create, deliver, and support services

Assessment Criteria 1:

  • Understand the concepts and challenges relating to the following across the service value system:
    1. Organizational structure
    2. Collaborative culture
    3. Teams, roles and competencies
    4. Team culture and differences
    5. Working to a customer-orientated mindset
    6. Employee satisfaction management
    7. The value of positive communications
  • Know how to plan and manage resources in the service value system, including:
    1. Team collaboration and integration
    2. Workforce planning
    3. Results based measuring and reporting

Learning Outcome 2:

  • Know how relevant ITIL practices contribute to the creation, delivery and support across the SVS and value streams

Assessment Criteria 2:

  • 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

Learning Outcome 3:

  • Know how to create, deliver and support services

Assessment Criteria 3:

  • Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:
    1. Managing work as tickets
    2. Prioritizing work

Module 3: DRIVE STAKEHOLDER VALUE

Learning Outcome 1:

  • Understand how customer journeys are designed

Assessment Criteria 1:

  • Understand the concept of the customer journey

Learning Outcome 2:

  • Know how to foster stakeholder relationships

Assessment Criteria 2:

  • Understand the concepts of mutual readiness and maturity
  • Understand the different supplier and partner relationship types, and how these are managed
  • Know how to develop customer relationships

Learning Outcome 3:

  • Know how to shape demand and define service offerings

Assessment Criteria 3:

  • Understand methods for designing digital service experiences based on value driven, data driven and user centred service design
  • Understand approaches for selling and procuring service
    offerings

Learning Outcome 4:

  • Know how to onboard and offboard customers and users

Assessment Criteria 4:

  • Understand key transition, onboarding and offboarding activities
  • Understand the ways of relating with users and fostering user relationships
  • Understand how users are authorized and entitled to services
  • Understand different approaches to mutual elevation of customer, user and service provider capabilities
  • Know how to prepare onboarding and offboarding plans
  • Know how to develop user engagement and delivery channels

Learning Outcome 5:

  • Know how to act together to ensure continual value co-creation (service consumption / provisioning)

Assessment Criteria 5:

  • Understand how users can request services
  • Understand the concept of user communities
  • Understand methods for encouraging and managing customer and user feedback
  • Understand the concept of moments of truth

Learning Outcome 6:

  • Know how to realize and validate service value

Assessment Criteria 6:

  • Understand methods for measuring service usage and customer and user experience and satisfaction
  • Understand methods to track and monitor service value (outcome, risk, cost and resources)
  • Understand different types of reporting of service outcome and performance
  • Understand charging mechanisms
  • Know how to validate service value
  • Know how to evaluate and improve the customer journey

Module 4: HIGH VELOCITY IT

Learning Outcome 1:

  • Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT

Assessment Criteria 1:

  • Understand the following terms:
    1. Digital organization
    2. High velocity IT
    3. Digital transformation
    4. IT transformation
    5. Digital product
    6. Digital technology
  • Understand when the transformation to high velocity IT is desirable and feasible
  • Understand the five objectives associated with digital products to achieve:
    1. Valuable investments – strategically innovative and effective application of IT
    2. Fast development – quick realization and delivery of IT services and IT-related products
    3. Resilient operations – highly resilient IT services and IT-related products
    4. Co-created value – effective interactions between service provider and consumer
    5. Assured conformance – to governance, risk and compliance (GRC) requirements

Learning Outcome 2:

  • Understand the digital product lifecycle in terms of the ITIL ‘operating model’

Assessment Criteria 2:

  • Understand how high velocity IT relates to:
    1. The four dimensions of service management
    2. The ITIL service value system
    3. The service value chain
    4. The digital product lifecycle

Learning Outcome 3:

  • Understand the importance of the ITIL guiding principles and other fundamental concepts for delivering high velocity IT

Assessment Criteria 3:

  • Understand the following principles, models and concepts:
    1. Ethics
    2. Safety culture
    3. Lean culture
    4. Toyota Kata
    5. Lean / Agile / resilient / continuous
    6. Service-dominant logic
    7. Design thinking
    8. Complexity thinking
  • Know how to use the following principles, models and concepts:
    1. Ethics
    2. Safety culture
    3. Lean culture
    4. Toyota Kata
    5. Service-dominant logic
    6. Design thinking
    7. Complexity thinking
  • To contribute to:
    1. Help get customers’ jobs done
    2. Trust and be trusted
    3. Continually raise the bar
    4. Accept ambiguity and uncertainty
    5. Commit to continual learning

Module 5: DIRECT, PLAN & IMPROVE

Learning Outcome 1:

  • Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context

Assessment Criteria 1:

  • Identify the scope of control and within this:
    1. Know how to cascade objectives and requirements
    2. Know how to define effective policies, controls and guidelines
    3. Know how to place decision-making authority at the correct level

Learning Outcome 2:

  • Understand the role of GRC and know how to integrate the principles and methods into the service value system

Assessment Criteria 2:

  • 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

Learning Outcome 3:

  • Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction planning and improvement

Assessment Criteria:

  • Understand the nature, scope and potential benefits of organizational change management
  • Know how to use the key principles and methods of
    communication & OCM

    1. Identify and manage different types of stakeholders
    2. Effectively communicate with and influence others
    3. Establish effective feedback channels

Instructor Details

  • 20 years of Professional Service Management Experience
  • Certified in ITIL Expert, CISA, PMP, PRINCE 2, TOGAF, CCEIT and COBIT
  • PG Diploma Holder in International Business
  • Currently working as IT Governance, Risk and Compliance Manager
  • Peoplecert Accredited Trainer for ITIL and PRINCE2
  • Delivered more than 150 training programs throughout Middle-East, USA, UK, Australia, New Zealand, South-East Asia and India.

Delivery Method

  • Physical Classroom
  • Location in Qatar
  • 32 Hours
  • Virtual Class
  • Dedicated Online Tutor
  • 32 Hours

Target Audience:

  • IT Managers & Support Teams
  • IT Architects/Planners/Consultants
  • System Administrators & Analysts
  • Operations Managers
  • Database Administrators
  • Service Delivery Professionals
  • Quality Analysts
  • Process Owners & Practitioner
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