Learning Objectives

The ITIL 4 Managing Professional transitions certification provides Service Managers with the tools they need to co-create value through service delivery. It gives advice on focus and value-delivery and guidance on working with business stakeholders to optimize services.

During this course, participants will transition from ITIL V3 to ITIL 4 and will learn the following subjects:

• Understand the key concepts of service management
• Understand how the ITIL guiding principles can help an organization adopt and adapt service management
• 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, and how they interconnect
• Understand how to plan and build a service value stream to create, deliver, and support services
• 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
• Know how to coordinate, prioritize and structure work and activities to create deliver and support services, including managing queues and backlogs and prioritizing work
• Understand how customer journeys are designed
• Know how to foster stakeholder relationship
• Know how to shape demand and define service offerings
• Know how to onboard and offboard customers and users
• Know how to act together to ensure continual value co-creation (service consumption / provisioning)
• Know how to realise and validate service value
• Understand concepts regarding the high-velocity nature of the digital enterprise
• Understand how high velocity IT relates to:
  • The four dimensions of service management
  • The ITIL service value system
  • The service value chain
  • The digital product lifecycle
• Understand the following principles, models and concepts and know how to use the following principles, models and concepts:
  • Ethics
  • Safety culture
  • Lean culture
  • Toyota Kata
  • Lean/Agile/Resilient/Continuous
  • Service-dominant logic
  • Design thinking
  • Complexity thinking
• Identify the scope of control and within this
  • Know how to cascade goals and requirements
  • Know how to define effective policies, controls and guidelines
  • Know how to place decision-making authority at the correct level
• 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
• Understand the nature, scope and potential benefits of organizational change management
• Know how to use the key principles and methods of communication & organizational change management.

This training course will introduce the new concepts of the ITIL 4 Framework and explain the differences with ITIL V3.

Please note that this ‘Transition’ Module is only available for a limited period of time.