ITIL® 4 Managing Professional Transition

Prerequisites

Candidates must currently hold the ITIL Expert designation or have a minimum of 17 Credits with the ITIL credit scheme to qualify for registration with PeopleCert regarding the Managing Professional examination.

Audience

• Senior IT leaders and executives
• Managers, supervisory staff and team leaders
• IT professionals who require a deeper understanding of the ITIL 4 publications, and how ITIL 4 concepts and activities can be implemented to enhance the quality of IT service management within an organization
• IT professionals working in roles associated with a service-based business model
• IT architects, IT planners, IT consultants, IT audit managers, IT security managers, IT developers and operational support staff
• Service management professionals and ITSM trainers interested in achieving the Managing Professional designation in the new ITIL 4 framework

Course Outline

ITIL 4 Foundation

• Understand the key concepts of service management including service relationships
• Understand how the ITIL guiding principles can help an organization adopt service management, and also the nature, use, and interaction of the guiding principles
• 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 (SVS) and how these activities interconnect

ITIL Specialist: Create Deliver and Support

• Understand how to plan and build a service value stream to create, deliver, and support services
• Learn how the relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams
• Understand how to create, deliver and support services

ITIL Specialist: Drive Stakeholder Value

• Understand how customer journeys are designed
• Learn how to foster stakeholder relationships
• Learn how to shape demand and define service offerings
• Learn how to onboard and offboard customers and users
• Learn how to act together to ensure continual value cocreation (service consumption and provisioning)
• Learn how to realize and validate service value

ITIL Specialist: High-Velocity IT

• Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
• Understand the digital product lifecycle in terms of the ITIL ‘operating model’
• Understand the importance of the ITIL Guiding Principles and other fundamental concepts for delivering high velocity IT

ITIL Strategist: Direct, Plan and Improve

• 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
• Understand the role of Governance, Risk, and Compliance, also how to integrate these principles and methods into the service value system
• Understand how to use the key principles and methods of Communication and Organizational Change Management to direct planning and improvement