ITIL 4 Managing Professional

ITIL® 4, Managing Professional Transition, certification:

This course provides an equivalence for individuals certified as ITIL® v3/2011 Experts. It allows understanding of the new ITIL® 4 concepts and definitions, the main differences between the previous version of ITIL® and V4, and the new concepts and definitions of each of the four ITIL® 4 specialist/strategist modules.

Learning Objectives:

 At the end of the training, the participant will be able to:

  • Grasp the key concepts of ITIL® 4
  • Understand the value chain for creating, delivering, and supporting services
  • Identify the tools needed to increase stakeholder satisfaction
  • Identify the skills necessary to create a learning IT organization
  • Prepare for and pass the ITIL® 4 MP Transition exam

Target Audience!

 IT directors, production/quality managers, managers, architects, consultants, auditors, process managers, or any IT professional involved in service management.

Prerequisites:

 Certified ITIL® v3/2011 Expert or having a minimum of 17 v3 credits (ITIL® Credit System). Verify that you have the necessary prerequisites to fully benefit from this training by taking this test.

ITIL® 4 Concepts

  • Service management concepts
  • Guiding principles
  • The four dimensions of service management
  • The service value system (SVS)
  • The service value chain (SVC)

Create, Deliver, and Support (CDS)

  • Organizational concepts related to building the value chain
  • Collaboration, cultural differences, positive communication
  • Managing resources involved in the service value system: measurement and reporting, continuous improvement
  • Defining the value chain for a new service
  • Defining the value chain for user support

Drive Stakeholder Value (DSV)

  • The "Customer Journey" concept
  • Exploring opportunities
  • Developing a trusting relationship with clients within engagements
  • Creating an offer: lean thinking, agile product development, user experience
  • Engaging users
  • Co-creation of value
  • Measuring the produced value

High Velocity IT (HVIT)

  • Digital organization concept
  • Digital transformation and IT
  • Digital products and technologies
  • High velocity in the four dimensions of service management
  • High velocity in the service value system (SVS)
  • The digital product lifecycle
  • Behaviors
  • Ethics and culture

Direct, Plan, and Improve (DPI)

  • Defining objectives and cascading them within the organization
  • Collecting requirements
  • Defining rules and procedures
  • Making decisions at the right level
  • Risk management
  • Impact of governance
  • Supporting organizational change

Exam Preparation and Certification

Preparation for the ITIL® 4 MP Transition exam.

Exam ITIL® 4 MP Transition exam. The exam takes place at the end of the day.

Multiple-choice exam with 40 questions, in 90 minutes (+15 minutes for non-English speakers). A minimum score of 70% is required to pass the exam.

 

  • Training on PeopleCert/AXELOS modules is only and always offered together with its respective examination voucher.

  • ITIL MD est une marque déposée d’AXELOS Limited, utilisée avec l’autorisation d’AXELOS Limited. Le logo SwirlTM est une marque déposée d’AXELOS Limited, utilisée avec l’autorisation d’’AXELOS Limited. Tous droits réservés.

    ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.