ITIL Courses | ITIL 4 Training in Kitchener

Please Note: This exam and course have been retired by Axelos. Delegates will be required to take ITIL 4 Foundation to start their ITIL v4 journey 

ITIL® 4 Managing Professional Transition Module Course Outline

Module 1: Introduction

• ITIL® 4 Certification Overview
• Relation to ITIL® 4 Publications
• Managing Professional Exam

Module 2: ITIL® 4 Foundation

• Introduction to Information Technology Infrastructure Library (ITIL®)

Module 3: Key Concepts of Service Management

• What is Service Management?
• Value and Value Co-Creation
• Organisations
• Service Providers
• Service Consumers
• Stakeholders
• Products and Services            
• Service Offerings
• Service Relationships
• Service Relationships Model
• Value: Outcomes, Costs, and Risks
• Utility and Warranty

Module 4: Four Dimensions of Service Management

• Introduction
• Four Dimensions Model
• Organisations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
• External Factors

Module 5: ITIL® Service Value System

• Service Value System (SVS)
• Service Value System
• Silos

Module 6: ITIL® Guiding Principles

• Guiding Principles
• Seven 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
• Optimise and Automate
• Interaction Between Principles

Module 7: Service Value Chain

• Service Value Chain
• Value Chain Activities
• Plan
• Improve
• Engage
• Design and Transition
• Obtain or Build
• Deliver and Support

Module 8: Create, Deliver, and Support (CDS)

• Learning Objectives
• CDS and the Value Chain
• Plan and Build a Service Value Stream
• Types of Organisational Structure
• Organisational Structure
• Integrated / Collaborative Teams
• Team Capabilities, Roles, Competencies
• Team Culture and Differences
• Employee Satisfaction Management
• Working with 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
• CDS – Summary

Module 9: Drive Stakeholder Value (DSV)

• ITIL® 4 DSV and the Value Chain
• Learning Objectives
• Concept of the Customer Journey
• Explore
• Engage
• Concept of the Customer Journey
• Supplier and Partner Relationship Types
• How to Develop Customer Relationships?
• Mutual Readiness and Maturity
• Designing Digital Service Experiences
• Selling and Procuring Service Offerings
• Agree
• Onboard and Offboard Customers and Users
• Planning Onboarding
• Relating with Users and Fostering Relationships
• User Engagement and Delivery Channels
• Enabling Users to 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
• DSV – Summary

Module 10: High-Velocity IT

• ITIL®4 HVIT and the Value Chain
• Understand Terms – Digital Organisation
• Understand Terms – High-Velocity IT
• Understand Terms – Digital Transformation
• Understand Terms – IT Transformation
• Understand Terms
• Understand Terms – Digital Products        
• Understand Terms – Digital Technology  
• 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
• HVIT Summary

Module 11: 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
• OCM Overview
• Identify and Manage Stakeholders
• Effective Communication
• Establishing Feedback Channels
• DPI – Summary
• Managing Professional Transition Summary
• CDS Summary
• DSV – Summary
• HVIT Summary
• DPI - Summary