ITIL® 4 Managing Professional Transition Module

Module 1: ITIL®4 Foundation 

• Introduction to Information Technology Infrastructure Library (ITIL®)

• Key Concepts of Service Management

• Four Dimensions of Service Management

• ITIL® Service Value System

• ITIL® Guiding Principles

• Service Value Chain

Module 2: Create, Deliver, and Support (CDS)

• CDS and the Value Chain

• Plan and Build a Service Value Stream

• Organisational Structure

• Integrated/Collaborative Teams

• Team Capabilities, Roles, Competencies

• Team Culture and Differences

• Employee Satisfaction Management

• Working to a Customer-Orientated Mind-Set

• Positive Communications

• Workforce Planning

• Results Based Measuring and Reporting

• Culture of Continual Improvement

• Value Stream for a New Service

• ITIL® Practices

• Value Stream for User Support

• Managing Queues and Backlogs

• Prioritising Work

Module 3: Drive Stakeholder Value (DSV) 

• ITIL®4 DSV and the Value Chain

• Concept of the Customer Journey

  • Explore

  • Engage

• Supplier and Partner Relationship Types

• How to Develop Customer Relationships?

• Mutual Readiness and Maturity

• Designing Digital Service Experiences

• Selling and Procuring Service Offerings

• Onboard and Offboard Customers and Users

• Planning Onboarding

  • Relating with Users and Fostering Relationships

  • User Engagement and Delivery Channels

  • Enabling Users for Service

  • Elevating Mutual Capabilities

• Offboarding

  • Continual Value Co-Creation

  • How Users Request Services?

  • User Communities

  • Encouraging and Managing Feedback

  • Moments of Truth

  • How to Realise and Validate Service Value?

  • Measuring Experience and Satisfaction

  • Measuring Service Value

  • Reporting Service Outcome and Performance

  • Measuring Service Usage

  • Charging Mechanisms

  • Validating Service Value

• Evaluating and Improving the Customer Journey

Module 4: High Velocity IT

• ITIL®4 HVIT and the Value Chain

• Understand Terms

• When is Transformation Desirable and Feasible?

• High Velocity IT Objectives

• Four Dimensions of Service Management

• ITIL® Service Value System

• Service Value Chain

• Digital Product Lifecycle

• Key Behaviours

• Fundamental Concepts for Delivering HVIT

• Principles, Models, and Concepts

Module 5: Direct, Plan, and Improve

• ITIL®4 DPI and the Value Chain

• Scope of Control

• Goals Cascade

• Policies, Controls, and Guidelines

• Decision Making Authority

• Risk Management

• Governance

• Controls That are Sufficient, Yet Not Excessive

• Organisational Change Management

• Identify and Manage Stakeholders

• Effective Communication

• Establishing Feedback Channels

• Gain a solid understanding of the key concepts and principles introduced in ITIL® 4, including the Service Value System and Value Streams

• Bridge knowledge from ITIL® v3 to ITIL® 4 by integrating updated practices with legacy frameworks and lifecycle concepts

• Master the core elements of the ITIL® 4 Managing Professional modules: Create, Deliver and Support; Drive Stakeholder Value; High Velocity IT; and Direct, Plan and Improve

• Learn how to apply Agile, Lean, and DevOps approaches within ITIL® 4 to drive high-speed service delivery and continuous improvement

• Equip yourself with strategic, tactical, and operational knowledge to lead ITSM transformation in a modern digital business environment