ITIL 4 Managing Professional Transition Training

In this course students will learn how to practically apply new concepts and receive a solid understanding of each of the 4 modules including:

• Review the key concepts of service management
• Understand the four dimensions of service management
• Comprehend the purpose and components of the ITIL service value system
• Understand the activities and interconnectivity of the service value chain
• Learn to plan and build a service value stream that creates, delivers, and supports services
• Review how relevant ITIL practices contribute to the creation, delivery, and support across the SVS and value streams
• Learn how to create, deliver, and support services
• Understand how customer journeys are designed and how to foster stakeholder relationships
• Know how to shape demand, define service offerings, and onboard and offboard customers and users
• Understand how to engage with others to ensure continual value co-creation and how to realize and validate service value
• Delve into the concepts of the high-velocity nature of the digital enterprise and its demands
• Gain an understanding of digital product lifecycles and how it integrates into the ITIL operating model
• Create a solid base on the importance of the ITIL Guiding Principles and concepts to deliver high velocity IT
• Know how to use the key principles and methods of direction and planning as they relate to the scope of the project
• Understand the role of GRC and how to integrate the principles and methods into the Service Value System
• Facilitate Communication and Organizational Change Management

• Lesson 0: Course Introduction: ITIL® 4 Managing Professional Transition
  • Agenda & Introductions
  • Overview of the Transition Certification
  • Transition Exam Details
  • Materials to Support the Class
• Lesson 1: Foundation
  • Introduction
• Lesson 2: Foundation: Key Definitions
  • Key Definitions
  • Service Offering
  • Service Relationship Management
  • Service Provision
  • Service Consumption
• Lesson 3: Foundation: Dimensions of Service Management
  • Dimensions of Service Management
  • Organizations & People
  • Information & Technology
  • Partners & Suppliers
  • Value Streams & Processes
• Lesson 4: Foundation: Service Value System (SVS)
  • Service Value System (SVS)
• Lesson 5: Foundation: Service Value Chain (SVC)
  • Service Value Chain (SVC)
• Lesson 6: Foundation: 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
  • Optimize and Automate
• Lesson 7: Foundation Summary
  • Foundation Summary
  • Foundation Sample Questions
  • Foundation Exercise: ITIL4 MPT – Foundation Review v1
• Lesson 8: Direct, Plan & Improve
  • Scope and Strategic Planning
  • Cascading Objectives
• Lesson 9: Direct, Plan & Improve: Policies, Controls, and Guidelines
  • Policies, Controls, and Guidelines
  • Compliance and Decision-Making Authorities
• Lesson 10: DPI: Governance, Risk, and Compliance
  • Risk Management and Governance
  • Governance and DPI
• Lesson 11: DPI: Organizational Change Management
  • Organizational Change Management (OCM)
  • Impact of OCM and DPI
  • Managing Stakeholders
• Lesson 12: DPI: Effective Communication
  • All About Communication
  • Feedback Channels
• Lesson 13: DPI Summary
  • DPI Summary
  • DPI Sample Exam Questions
  • DPI Exercise
• Lesson 14: Create, Deliver & Support
  • Organizational Structures
  • Collaboration vs. Cooperation
  • Team Competencies
• Lesson 15: CDS: Team Culture & Differences
  • Team Culture & Differences
• Lesson 16: CDS: Employee Satisfaction Management
  • Employee Satisfaction
  • Customer-Orientation
  • Communication
  • Workforce Planning
• Lesson 17: CDS: Results-Based Measuring & Reporting
  • Measuring and Reporting
  • Continual Improvement
• Lesson 18: CDS: Know How Practices Contribute
  • Service Value Streams
  • Designing Service Value Streams
  • Value Stream Mapping
  • Metrics for Value Streams
• Lesson 19: CDS: The Value Stream for a New Service
  • Value Streams for a New Service
• Lesson 20: CDS: The Value Stream for User Support
  • Value Stream for User Support
• Lesson 21: CDS: Know How to Create, Deliver, & Support
  • Managing Queues and Backlogs
  • Prioritizing Work
  • Shift-left
  • Sourcing
• Lesson 22: CDS Summary
  • CDS Summary
  • CDS Sample Exam Questions
  • CDS Exercise
• Lesson 23: Drive Stakeholder Value
  • Customer Journey
  • Benefits
• Lesson 24: DSV: Explore to Engage
  • Mutual Readiness
  • Managing Suppliers & Partners
  • Service Relationship Types
  • Building Service Relationships (Three C’s of Trustworthiness)
  • Service Provider Capabilities and Customer Needs
• Lesson 25: DSV: Shape, Demand, and Define Service Offerings
  • Design Digital Service Experiences – Lean
  • Design Digital Service Experiences – Agile
  • Service Design Thinking and Service Blueprinting
• Lesson 26: DSV: Designing Digital Service Experiences
  • Design for Onboarding
  • Selling and Procuring
• Lesson 27: DSV: Agree
  • Onboarding and Offboarding Activities
  • Relating with Users and Fostering Relationships
  • User Engagement and Delivery Channels
• Lesson 28: DSV: Onboard
  • Enabling Users for Service
  • Elevating Mutual Capabilities
  • Offboarding
• Lesson 29: DSV: Co-Create
  • Ongoing Service Interactions
  • Service Requests
  • Moments of Truth & Intelligent Disobedience
• Lesson 30: DSV: User Communities
  • User Communities and User Feedback
• Lesson 31: DSV: Realize Value
  • Service Value and Value Realization
  • Tracking Performance, Outputs, and Outcomes
• Lesson 32: DSV: The Customer Journey
  • Evaluate and Improve the Customer Journey
  • Continual Improvement
  • Charging and Billing
• Lesson 33: DSV Summary
  • DSV Summary
  • DSV Sample Exam Questions
  • DSV Exercise
• Lesson 34: High Velocity IT
  • HVIT Terms
  • Digital Transformation
• Lesson 35: HVIT: Objectives
  • Valuable Investments
  • Fast Development, Resilient Operations
  • Value Co-creation, Assured Conformance
• Lesson 36: HVIT: ITIL 4 and the Digital Product Lifecycle
  • Four Dimensions
  • PESTLE
  • Service Value System
• Lesson 37: HVIT: Service Value Chain
  • Service Value Chain
  • SVC and the Consumer
  • SVC and Value Streams
  • Digital Product Lifecycle
• Lesson 38: HVIT: Fundamental Concepts for Delivering HVIT
  • Five behaviors for HVIT
  • Principles, Models, and Concepts
  • Purpose, People, Process
  • Purpose: Ethics; Design Thinking
• Lesson 39: HVIT: Safety Culture
  • People: Safety Culture
  • Progress: Complex Environments
• Lesson 40: HVIT: Lean Culture
  • Progress: Lean; Toyota Kata
  • HVIT Approaches
  • Lean, Agile, Resilient, Continuous
  • Service Dominant Logic
• Lesson 41: HVIT Summary
  • HVIT Summary
  • HVIT Samples Exam Questions
  • HVIT Exercise
• Lesson 42: Managing Professional Transition Summary
  • Summary Recap of Foundation, DPI, CDS, DSV, HVIT
  • Full Sample Exam

You may take this course if you hold any of the below credentials which allows you to advance your career with 1 course and exam and save over $4,000 in ITIL 4 course and exam fees:

• ITIL V3 Experts
• Individuals with 17 or more ITIL V3 credits
• Individuals with 15 or more ITIL V3 Intermediate Credits and ITIL 4 Foundation Certification

Some level of work experience in IT service support or IT service delivery is highly recommended.