ITIL
Enjoy the best in ITIL 4 Managing Professional Transition Certification Training
The ITIL 4 Managing Professional Transition (Bridge) Course was created by AXELOS to reward individuals with ITIL V3 advanced certifications by enabling them to skip the four (4) courses in the Managing Professional Series of courses and receive the coveted ITIL 4 Managing Professional designation.
ITIL 4 Managing Professional Transition Certification Training
Course Objectives
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 create, 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 off board 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 to properly 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
Audience
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
Course Outline
Module 00: Course Introduction: ITIL® 4 Managing Professional Transition
- Agenda & Introductions
- Overview of the Transition Certification
- Transition Exam Details
- Materials to Support the Class
Module 01: Foundation
- Introduction
Module 02: Foundation: Key Definitions
- Key Definitions
- Service Offering
- Service Relationship Management
- Service Provision
- Service Consumption
Module 03: Foundation: Dimensions of Service Management
- Dimensions of Service Management
- Organizations & People
- Information & Technology
- Partners & Suppliers
- Value Streams & Processes
Module 04: Foundation: Service Value System (SVS)
- Service Value System (SVS)
Module 05: Foundation: Service Value Chain (SVC)
- Service Value Chain (SVC)
Module 06: 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
Module 07: Foundation Summary
- Foundation Summary
- Foundation Sample Questions
- Foundation Exercise: ITIL4 MPT – Foundation Review v1
Module 08: Direct, Plan & Improve
- Scope and Strategic Planning
- Cascading Objectives
Module 09: Direct, Plan & Improve: Policies, Controls and Guidelines
- Policies, Controls and Guidelines
- Compliance and Decision-Making Authorities
Module 10: DPI: Governance, Risk and Compliance
- Risk Management and Governance
- Governance and DPI
Module 11: DPI: Organizational Change Management
- Organizational Change Management (OCM)
- Impact of OCM and DPI
- Managing Stakeholders
Module 12: DPI: Effective Communication
- All About Communication
- Feedback Channels
Module 13: DPI Summary
- DPI Summary
- DPI Sample Exam Questions
- DPI Exercise
Module 14: Create, Deliver & Support
- Organizational Structures
- Collaboration vs. Cooperation
- Team Competencies
Module 15: CDS: Team Culture & Differences
- Team Culture & Differences
Module 16: CDS: Employee Satisfaction Management
- Employee Satisfaction
- Customer-Orientation
- Communication
- Workforce Planning
Module 17: CDS: Results-Based Measuring & Reporting
- Measuring and Reporting
- Continual Improvement
Module 18: CDS: Know How Practices Contribute
- Service Value Streams
- Designing Service Value Streams
- Value Stream Mapping
- Metrics for Value Streams
Module 19: CDS: The Value Stream for a New Service
- Value Streams for a New Service
Module 20: CDS: The Value Stream for User Support
- Value Stream for User Support
Module 21: CDS: Know How to Create, Deliver & Support
- Managing Queues and Backlogs
- Prioritizing Work
- Shift-left
- Sourcing
Module 22: CDS Summary
- CDS Summary
- CDS Sample Exam Questions
- CDS Exercise
Module 23: Drive Stakeholder Value
- Customer Journey
- Benefits
Module 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
Module 25: DSV: Shape, Demand and Define Service Offerings
- Design Digital Service Experiences – Lean
- Design Digital Service Experiences – Agile
- Service Design Thinking and Service Blueprinting
Module 26: DSV: Designing Digital Service Experiences
- Design for Onboarding
- Selling and Procuring
Module 27: DSV: Agree
- Onboarding and Offboarding Activities
- Relating with Users and Fostering Relationships
- User Engagement and Delivery Channels
Module 28: DSV: Onboard
- Enabling Users for Service
- Elevating Mutual Capabilities
- Offboarding
Module 29: DSV: Co-Create
- Ongoing Service Interactions
- Service Requests
- Moments of Truth & Intelligent Disobedience
Module 30: DSV: User Communities
- User Communities and User Feedback
Module 31: DSV: Realize Value
- Service Value and Value Realization
- Tracking Performance, Outputs, and Outcomes
Module 32: DSV: The Customer Journey
- Evaluate and Improve the Customer Journey
- Continual Improvement
- Charging and Billing
Module 33: DSV Summary
- DSV Summary
- DSV Sample Exam Questions
- DSV Exercise
Module 34: High Velocity IT
- HVIT Terms
- Digital Transformation
Module 35: HVIT: Objectives
- Valuable Investments
- Fast Development, Resilient Operations
- Value Co-creation; Assured Conformance
Module 36: HVIT: ITIL 4 and the Digital Product Lifecycle
- Four Dimensions
- PESTLE
- Service Value System
Module 37: HVIT: Service Value Chain
- Service Value Chain
- SVC and the Consumer
- SVC and Value Streams
- Digital Product Lifecycle
Module 38: HVIT: Fundamental Concepts for Delivering HVIT
- Five behaviors for HVIT
- Principles, Models and Concepts
- Purpose, People, Process
- Purpose: Ethics; Design Thinking
Module 39: HVIT: Safety Culture
- People: Safety Culture
- Progress: Complex Environments
Module 40: HVIT: Lean Culture
- Progress: Lean; Toyota Kata
- HVIT Approaches
- Lean, Agile, Resilient, Continuous
- Service Dominant Logic
Modules 41: HVIT Summary
- HVIT Summary
- HVIT Samples Exam Questions
- HVIT Exercise
Module 42: Managing Professional Transition Summary
- Summary Recap of Foundation, DPI, CDS, DSV, HVIT
- Full Sample Exam
Prerequisites
Some level of work experience in IT service support or IT service delivery is highly recommended.
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