Course Info:
This five–day course prepares you for the exam leading to the ITIL® v4 designation: “ITIL® Managing Professional (MP)”. It is only available to ITIL® v3 Experts or any individual with a minimum of 17 ITIL® v3 credits. The course content provides a holistic picture of the critical learning points and knowledge IT management professionals require on key organizational and business topics related to ITIL® v4’s new service value system (SVS) and its multiple components.
The course is aimed at, but not restricted, to CIOs, Senior IT managers, IT Supervisory staff and Team Leaders, IT consultants and IT Operation practitioners.
Who Should Attend?
- This course is a management level course intended ONLY for individuals who have obtained their ITIL® Expert designation, or have achieved 17 ITIL®v3 credits before starting the course.
- You also qualify if you have obtained 15 ITIL® v3 credits and passed the ITIL® v4 foundation exam.
Learning Objectives:
On completion of the course candidates can expect to gain competencies in the following:
- A review of the main differences between ITIL® v3’s five-stage lifecycle IT service management model and its 26 processes and functions, compared to ITIL® v4’s service value system model and its 34 practices
- A review of the SVS model and its components: the service value chain, seven guiding principles, four business dimensions, governance, continual improvement, and a review of ITIL® v4’s 34 practices, which are grouped into three operational streams (general management, service management, and technical management)
- Key concepts and teachings from the three ITIL® v4 advanced IT Specialist courses: Create, Deliver & Support; Drive Stakeholder Value; High Velocity IT
- Key concepts and teachings from the ITIL® Strategist advanced book and course – “Direct, Plan & Improve”
- A review and ample discussion of the examinable agenda items, at the end of each module
- Practice exams and ample opportunity to reinforce the key concepts needed for the exam
- High quality add-ons, including “how-tos” based on real-life examples from the best ITIL® trainers in the world (yes, it’s really true and we’re proud of it!)
Prerequisites
To take the transition module, all candidates must be at Expert level or have a minimum of 17 v3 credits. Candidates can continue to collect their v3 Intermediate or Practitioner credits to enable them to be eligible to take the transition module when it is launched.
Course Content:
- Understand the key concepts of service management
- Describe the key concepts of service relationships
- Service offering
- Service relationship management
- Service provision
- Service consumption
- Understand how the ITIL® guiding principles can help an organization adopt and adapt service management
- Describe the nature, use and interaction of the 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
- Understand the purpose and components of the ITIL service value system
- Understand the activities of the service value chain, and how they interconnect
- Describe the purpose of each value chain activity:
- Plan
- Improve
- Engage
- Design & transition
- Obtain/build
- Deliver & support
- Understand how to plan and build a service value stream to create, deliver, and support services
- Understand the concepts and challenges relating to the following across the service value system:
- Organisational structure
- Integrated/collaborative teams
- Team capabilities, roles, competencies
- Team culture and differences
- Working to a customer-orientated mindset
- Employee satisfaction measurement
- Understand planning and managing resources in the service value system:
- Team collaboration and integration
- Workforce planning
- Results based measuring and reporting
- Know how to design, develop and transition a value stream for new services using the following ITIL® practices:
- Service design
- Software development and Management
- Deployment management
- Release management
- Service Validation and testing
- Change Control
- Know how to provide user support value stream using the following ITIL® practices:
- Service desk
- Incident management
- Problem management
- Knowledge management
- Service level management
- Monitoring and event management
- Know how to create, deliver and support services
- Understand the use and value of the following across the service value system:
- Buy vs build considerations
- Sourcing options
- Service integration and management (SIAM)
- Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
- Understand the following terms:
- Digital organization
- High velocity IT
- Digital transformation
- IT transformation
- Understand when the transformation to high velocity IT is desirable and feasible.
- Understand the five mid-level goals associated with digital products – to achieve:
- Valuable ideas – strategically innovative and effective application of IT
- Fast development – quick realization and delivery of IT services and IT-related products
- Resilient operations – highly resilient IT services and IT-related products
- Co-created value – effective interaction between service provider and consumer
- Assured conformance – to governance, risk and compliance (GRC) requirements. “
- Understand how high velocity IT relates to:
- The service value system
- The ITIL service value chain
- The four dimensions of service management
- The digital product lifecycle
- Understand the digital product lifecycle in terms of value streams, goals and practices
- Understand which principles and concepts help understand the high velocity IT and know how to use them:
- Organizational system
- Systems thinking
- Complexity thinking
- Promise theory
- Digital products
- Design thinking
- Service-dominant logic
- Ethics
- Work
- Lean
- Agile
- DevOps
Exam Format:
- Closed-book exam is 90 minutes in duration, includes 40 multiple-choice questions and is administered online by an independent examination body. Participants are provided with an exam voucher so they can schedule the exam at their convenience on any date after completion of the course.
- A passing mark of 70% is required to receive your certificate. An exam review is included in the course to help prepare attendees for the final exam.
- You will attain 30 professional development units (PDUs) for Project Managers.
Download the course agenda