ITIL® (Version 5) Managing Professional (MP) Transition Certification Course

Module 1: Key ITIL terms and definitions

• Key Concepts of ITIL 

  • Explain the ITIL Guiding Principles
  • Understand the ITIL Product and Service Lifecycle
  • Describe the ITIL Four Dimensions of Product and Service Management
  • Explain the components and purpose of the ITIL Value System (ITIL VS)

• Introduction to Digital Products and Services 

  • Understand the Key Concepts of Digital Products and Services
  • Characteristics of Digital Products
  • Characteristics of Digital Services
  • How Digital Products and Services Create?
  • Scope and Purpose of the ITIL Product and Service Lifecycle Model
  • Lifecycle Management Activities of a Digital Product
  • Lifecycle Management Activities of a Digital Service
  • How an Organisation's Value Chain Activities Support the ITIL Product and Service Lifecycle?

• ITIL Product and Service Lifecycle Management Activities 

  • Purpose of each of the ITIL Product and Service Lifecycle Management Activities
  • Benefits of each of the ITIL Product and Service Lifecycle Management Activities, from a Product Vendor Perspective
  • Challenges of Each of the ITIL Product and Service Lifecycle Management Activities, from a Product Vendor Perspective
  • Benefits of each of the ITIL Product and Service Lifecycle Management Activities, from a Service Provider Perspective
  • Challenges of each of the ITIL Product and Service Lifecycle Management Activities, from a Service Provider Perspective

• Key Concepts of Experience 

  • Understand Experience as Human Responses
  • Explain Digital Experience and the ITIL Experience Model
  • Understand Anticipation, Perception and Evaluation in the Context of Experience Management

Module 2: The Value Chain Activities

• Key Concepts and Practices 

  • Understand the Key Concepts of Each of the Value Chain Activities
  • Practices Enabling Each Activity and Their Role in that Activity
  • How Vision, Positioning, and Portfolio inform Discovery
  • Difference Between Acquisition of Technology, People, and Third-Party Services
  • Integration of Design into 'Build' Activity
  • Service Delivery in the Product Lifecycle
  • How Service Delivery Activities Enable Value Co-Creation

• Execution Steps and Outputs 

  • Describe the Typical Outputs of Each Activity
  • Apply the Steps of Each Activity

• Success Factors and Metrics 

  • Explain the Critical Success Factors (CSFs) and metrics of each activity
  • Apply Recommendations for Effective/Successful Discovery
  • Apply Recommendations for Effective Design
  • Apply Recommendations for Effective Acquisition
  • Apply Recommendations for Effective Build
  • Apply Recommendations for Effective Transition
  • Apply Recommendations for Effective Operation
  • Apply Recommendations for Effective Delivery
  • Apply Recommendations for Effective Support

• Managing the End To-End Lifecycle 

  • Describe how Operating Models Distribute Responsibilities
  • key Concepts of the Product Vendor's Value Streams
  • key Concepts of the Service Provider's Value Streams
  • how Value Streams Integrate Lifecycle Stages
  • Apply Principles of Organisational and Technology Enablement Across the Lifecycle
  • Digital Product Management Success Factors
  • Digital Service Management Success Factors
  • Apply an Appropriate Organisational Structure to Support Successful Product Management
  • Apply an Appropriate Organisational Structure to Support Successful Service Management

Module 3: ITIL Experience

• Experience and the ITIL Four Dimensions 

  • Explain How Experience Integrates/Influences/is Reflected in all ITIL Four Dimensions
  • Understand How to Improve Experience Through each of the ITIL Four Dimensions
  • Apply the ITIL Four Dimensions as a Governance Lens for Experience Improvement

• Experience in the ITIL Product and Service Lifecycle 

  • Explain How the Value Chain Activities (Discover, Design, Acquire, Build, Transition, Operate, Deliver, Support) Create Experience Moments
  • Explain functional and relational interactions
  • Apply Stakeholder Role Mapping to Identify Differing Trust Requirements Across the Journey Steps
  • Differentiate Functional vs Relational Interactions

• Key Concepts of Experience Capture 

  • key Experience Stakeholders’ Roles: Consumer and Provider, and the Provider Consumer Tensions
  • Consumer Stakeholders’ Roles: Users, Customers, and Customer Sponsors, as Well as the Consumer-Side Tensions
  • Explain the Provider Stakeholders’ Roles: Agent, Principal, Provider Sponsor, Enabler, as well as the Provider Side Tensions
  • Concept of Experience Capture
  • Why Experience Capture is Partial and How Metrics are Hypotheses?
  • Four Experience Domains: Personal, Functional, Relational, Contextual

• Experience Evidence 

  • Describe the Types and Sources of Experience Evidence
  • Describe the Three Tiers of Data and Numerical and Narrative Signals
  • Understand Direct, Indirect, and Synthetic Capture Techniques
  • Understand How to Assess the Quality of Experience Data
  • Apply Trustworthiness and Coherence Criteria to Evaluate Experience Evidence BL
  • Common Anti Patterns in Experience Capturing
  • Roles for Capturing Experience
  • Tools for Capturing Experience

• Service Relationships, Agreements, and Journeys 

  • Understand Service Relationships and Types of Service Relationships from the Experience Perspective
  • Understand Service Agreements and Types of Agreements from the Experience Perspective
  • Identify the Four Experience Domains: Personal, Functional, Relational, Contextual

• Organisations 

  • Understand the Service Journey from the Experience Perspective
  • Understand How Relationship Types Influence the Service Journey
  • Seven Steps of The Service Journey from The Service Consumer’s and the Service Provider's Perspectives

• Stakeholders 

  • Purpose and the Structure of the Stakeholder Journeys
  • Consumer Stakeholder Journey, the Concerns, and the Common Anti Patterns in Each Journey
  • Practical Implications for Consumers for Each Journey Type
  • Provider Stakeholder Journey, the Concerns, and the Common Anti-Patterns in Each Journey
  • Describe the Practical Implications for Providers for Each Journey Type
  • Apply the ITIL Service Journey Model to Map Experience Signals Across Provider and Consumer Perspectives

• Digital Experience Improvement 

  • Apply the Notice – Interpret – Hypothesize – Experiment Loop within the ITIL Continual Improvement Model
  • Differentiate Improvements by the System Versus Improvements to the system
  • Role of Trust and Psychological Safety in Experience Improvement

Module 4: ITIL and AI

• AI Governance 

  • Understand the ITIL AI Capability Model
  • how AI Governance Supports Experience

• Use of AI within the ITIL Context 

  • How AI and Automation affect methods and tools used for product management?
  • How the Use of AI can Support Product Management?
  • How the Use of AI can Support Service Management?
  • How AI and Automation Affect Methods and Tools used for Service Management?
  • How the use of AI can Benefit Experience Management?
  • Relationship Between AI Governance and Digital Ethics in Experience Management

Module 5: ITIL and other frameworks

• ITIL and DevOps 

  • Understand How ITIL and DevOps can be used Together
  • How ITIL and DevOps are Complementary in the Management of the Product and Service Lifecycle?

• ITIL and PRINCE2 

  • Understand why Project Management is Important in ITIL
  • How ITIL and PRINCE2 are Complementary in the Management of the Product and Service Lifecycle?

• Understanding the key updates introduced in the ITIL® Version 5 framework
• How modern service management practices support value-driven service delivery
• Approaches for aligning service management with governance and organisational strategy
• Methods for improving service performance and operational efficiency