ITIL 4 Managing Professional (MP) Transition

ITIL 4 Managing Professional (MP) TransitionCOURSE DETAILSThe ITIL 4 Managing Professional transition module is designed to allow ITIL v3 candidates who have alreadyinvested to easily transition across to ITIL 4. They can gain the designation of ITIL 4 Managing Professional via onecourse and one exam.The transition module enables candidates to recognise their previous achievements while still gaining the up-to-dateskills and knowledge needed to navigate the digital service economy.The module will provide information on the key elements of the following modules from ITIL 4 Managing Professional: ITIL 4 Specialist Create, Deliver and SupportITIL 4 Specialist Drive Stakeholder ValueITIL 4 Specialist High Velocity ITITIL 4 Strategist Direct Plan and Improve.The course will also provide an introduction and cover the key concepts found in ITIL 4 Foundation.To take the transition module, all candidates must be at Expert level or have a minimum of 17 v3 credits. Candidatescan continue to collect their v3 Intermediate or Practitioner credits to enable them to be eligible to take the transitionmodule when it is launched.The purpose of the ITIL 4 Managing Professional Transition Qualification is: To allow candidates of the previous iteration of ITIL the opportunity of a straightforward transition to ITIL 4in order to achieve the designation of ITIL 4 Managing ProfessionalTo provide candidates with an understanding of the new ITIL 4 Foundation concepts and definitions, includingthe key differences between the previous iteration of ITIL and ITIL 4 and how they can be practically appliedTo provide candidates with an understanding of the key elements from each one of the four ITIL ManagingProfessional (MP) modules: Create, Deliver and Support, Drive Stakeholder Value, High Velocity IT and Direct,Plan and Improve, and also ITIL 4 Foundation.The purpose of the ITIL 4 Managing Professional Transition Examination is:To assess whether the candidate can demonstrate sufficient understanding and practical application of the conceptscovered in the following ITIL 4 Core publications to be awarded the designation ITIL 4 Managing Professional: ITIL 4 Foundation: to introduce readers to the management of modern IT-enabled services, to provide themwith an understanding of the common language and key concepts.Create, Deliver and Support (CDS): to provide the candidate with an understanding on how to integratedifferent value streams and activities to create, deliver and support IT-enabled products and services, andrelevant practices, methods and tools.Drive Stakeholder Value (DSV): to provide the candidate with an understanding of all types of engagementand interactions between a service provider and their customers, users, suppliers and partners, including keyCX, UX and journey mapping concepts.High Velocity IT (HVIT): to provide the candidate with an understanding of the ways in which digitalorganizations and digital operating models function in high velocity environmentsDirect, Plan and Improve (DPI): to provide the candidate with the practical skills necessary to create a ‘learningand improving’ IT organization, with a strong and effective strategic direction.

Prerequisites:The candidate must have the ITIL Expert certification or have 17 credits under the ITIL Credit scheme, wishing todevelop their knowledge and application. In addition, the candidate must have attended an accredited training coursefor this module.Exam:Duration: 90 minutesMaterials permitted: This is a ‘closed book’ examination. No materials other than the examination materials arepermitted.Prerequisites:COURSE AGENDAITIL FOUNDATIONMODULE NAMETOPICS 1. Understand the key concepts ofservice management 2. Understand how the ITIL guidingprinciples can help anorganization adopt and adaptservice management 3. Understand the four dimensionsof service management4. Understand the purpose andcomponents of the ITIL servicevalue system 5. Understand the activities of theservice value chain, and how theyinterconnectDescribe the key concepts of service relationships:a) Service offeringb) Service relationship managementc) Service provisiond) Service consumptionDescribe the nature, use and interaction of the guidingprinciplesExplain the use of the guiding principlesa) Focus on valueb) Start where you arec) Progress iteratively with feedbackd) Collaborate and promote visibilitye) Think and work holisticallyf) Keep it simple and practicalg) Optimize and automateDescribe the four dimensions of service managementa) Organizations and peopleb) Information and technologyc) Partners and suppliersd) Value streams and processesDescribe the ITIL service value systemDescribe the interconnected nature of the service value chainand how this supports value streamsDescribe the purpose of each value chain activity:a) Planb) Improvec) Engaged) Design & transitione) Obtain/buildf) Deliver & support

CREATE, DELIVER AND SUPPORT (CDS)MODULE NAMETOPICS 1. Understand how to plan andbuild a service value stream tocreate, deliver, and supportservices2. Know how relevant ITIL practices contribute to thecreation, delivery and supportacross the SVS and value streams Understand the concepts and challenges relating to thefollowing across the service value system:a) Organisational structureb) Collaborative culturec) Teams, roles & competenciesd) Team culture and differencese) Working to a customer-orientated mindsetf) Employee satisfaction managementg) The value of positive communicationsKnow how to plan and manage resources in the service valuesystem:a) Team collaboration and integrationb) Workforce planningc) Results based measuring and reportingKnow how to use a value stream to design, develop andtransition new services. Know how to use a value stream to provide user support Know how to co-ordinate, prioritize and structure work andactivities to create deliver and support services, including:a) Managing queues and backlogsb) Prioritizing work (including all subsections)3. Know how to create, deliver andsupport servicesDRIVE STAKEHOLDER VALUE (DSV)MODULE NAME1. Understand how customerjourneys are designed2. Know how to foster stakeholderrelationshipTOPICS Understand the concept of the customer journey Understand the concepts mutual readiness and maturityUnderstand the different supplier and partner relationshiptypes, and how these are managed.Know how to develop customer relationships (including allsubsections)Understand methods for designing digital service experiencesbased on value driven, data driven and user centred servicedesign.Understand approaches for selling and procuring serviceofferingsUnderstand key transition, onboarding and offboardingactivitiesUnderstand the ways of relating with users and fostering userrelationshipsUnderstand how users are authorized and entitled to servicesUnderstand different approaches to mutual elevation ofcustomer, user and service provider capabilitiesKnow how to prepare onboarding and offboarding plans.Know how to develop user engagement and delivery channels 3. Know how to shape demand anddefine service offerings 4. Know how to onboard andoffboard customers and users

6. Know how to act together toensure continual value cocreation (service consumption /provisioning) 7. Know how to realise and validateservice value Understand how users can request servicesUnderstand the concepts of customer and userUnderstand methods for encouraging and managing customerand user feedbackUnderstand the concept of 'moments of truth'Understand methods for measuring service usage andcustomer and user experience and satisfactionUnderstand methods to track and monitor service value(outcome, risk, cost and resources)Understand different types of reporting of service outcomeand performanceUnderstand charging mechanismsKnow how to validate service valueKnow how to evaluate and improve the customer journeyHIGH VELOCITY IT (HVIT)MODULE NAMETOPICS 1. Understand concepts regardingthe high-velocity nature of thedigital enterprise, including thedemand it places on IT 2. Understand the digital productlifecycle in terms of the ITIL ‘operating model’ 3. Understand the importance ofthe ITIL Guiding Principles andother fundamental concepts fordelivering high velocity ITUnderstand the following terms:a) Digital organizationb) High velocity ITc) Digital transformationd) IT transformatione) Digital productf) Digital technologyUnderstand when the transformation to high velocity IT isdesirable and feasibleUnderstand the five objectives associated with digital products– to achieve:a) Valuable investments – strategically innovative andeffective application of ITb) Fast development - quick realization and delivery ofIT services and IT-related productsc) Resilient operations - highly resilient IT services andIT-related productsd) Co-created value - effective interactions betweenservice provider and consumere) Assured conformance - to governance, risk andcompliance (GRC) requirementsUnderstand how high velocity IT relates to:a) The four dimensions of service managementb) The ITIL service value systemc) The service value chaind) The digital product lifecycleUnderstand the following principles, models and concepts:a) Ethicsb) Safety culturec) Lean cultured) Toyota Katae) Lean / Agile / Resilient / Continuousf) Service-dominant logicg) Design thinkingh) Complexity thinking

Know how to use the following principles, models andconcepts:a) Ethicsb) Safety culturec) Lean cultured) Toyota Katae) Lean / Agile / Resilient / Continuousf) Service-dominant logicg) Design thinkingh) Complexity thinking To contribute to:a) Help get customers’ jobs doneb) Trust and be trustedc) Continually raise the bard) Accept ambiguity and uncertaintye) Commit to continual learning4. Understand the importance ofthe ITIL Guiding Principles andother fundamental concepts fordelivering high velocity ITDIRECT, PLAN & IMPROVE (DPI)MODULE NAME1. Understand the scope of what isto be directed and/or planned,and know how to use keyprinciples and methods ofdirection and planning in thatcontext2. Understand the role of GRC andknow how to integrate theprinciples and methods into theservice value system3. Understand and know how to usethe key principles and methods ofCommunication andOrganizational ChangeManagement to directionplanning and improvementTOPICS Identify the scope of control and within this:a) Know how to cascade objectives and requirementsb) Know how to define effective policies, controls andguidelinesc) Know how to place decision-making authority at thecorrect level. Understand the role of risk and risk management in DPIUnderstand how governance impacts DPIKnow how to ensure that controls are sufficient, but notexcessive. Understand the nature, scope and potential benefits oforganizational change management, the ‘organizationalchange management’ practice.Know how to use the key principles and methods ofCommunication & OCMa) Identify and manage different types of stakeholdersb) Effectively communicate with and influence othersc) Establish effective feedback channels

ITIL 4 Specialist High Velocity IT ITIL 4 Strategist Direct Plan and Improve. The course will also provide an introduction and cover the key concepts found in ITIL 4 Foundation. To take the transition module, all candidates must be at Expert level or have a minimum of 17 v3 credits. Can