Course Syllabus

Course Content

ITIL® 4 Managing Professional Transition Module Training

Lesson 01 – Course Introduction13:00
1.01 ITIL 4 Managing Professional Transition06:18
1.02 ITIL 4 MP Transition Examination Design06:42
Lesson 02 – ITIL 4 Foundation01:04:12
2.01 ITIL 4 Foundation00:43
2.02 Key Concepts of Service Management01:59
2.03 Stakeholders of Service Management01:45
2.04 Service Consumer01:42
2.05 Other Stakeholders02:03
2.06 Service Offerings01:43
2.07 Service Relationship02:39
2.08 The ITIL Guiding Principles01:21
2.09 Focus on Value01:48
2.10 Applying the Principle01:07
2.11 Start Where You Are01:47
2.12 Applying the Principle01:24
2.13 Progress Iteratively with Feedback01:45
2.14 Applying the Principle01:03
2.15 Collaborate and Promote Visibility02:06
2.16 Applying the Principle00:56
2.17 Think and Work Holistically01:43
2.18 Keep It Simple and Practical01:31
2.19 Optimize and Automate01:57
2.20 Applying the Principle02:10
2.21 Four Dimensions of Service Management01:16
2.22 Organizations and People02:27
2.23 Information and Technology02:23
2.24 Selecting the Right Technology02:09
2.25 Partners and Suppliers01:37
2.26 Organization Strategy02:02
2.27 Value Streams and Processes02:02
2.28 Processes01:45
2.29 Service Value System (SVS)02:16
2.30 Siloed Organizations02:24
2.31 The Service Value Chain01:07
2.32 Plan01:06
2.33 Improve01:05
2.34 Engage01:51
2.35 Design and Transition01:11
2.36 Obtain or Build01:17
2.37 Deliver and Support01:15
2.38 Service Value Streams00:50
2.39 Key Takeaways00:57
Knowledge Check
Lesson 03 – Create, Deliver, and Support (CDS)01:40:39
3.01 Create Deliver and Support00:40
3.02 Organizational Structure02:11
3.03 Differences in Organizational Structure02:09
3.04 Integrated or Collaborative Teams01:54
3.05 Algorithmic and Heuristic Tasks02:04
3.06 Team Capabilities, Roles, Competencies02:08
3.07 Professional ITSM Skills and Competencies03:20
3.08 Generalist or T-Shaped Models01:39
3.09 Developing a broad-set of competencies02:14
3.10 Workforce Planning and Management01:54
3.11 Employee Satisfaction Management02:48
3.12 Results-Based Measuring and Reporting02:16
3.13 Performance Measures01:08
3.14 Team Culture and Differences01:50
3.15 Importance of Cultural Fit01:05
3.16 Team Collaboration and Integration05:39
3.17 Servant Leadership01:03
3.18 Working to a Customer-Oriented Mindset.02:07
3.19 Customer Experience03:16
3.20 The Value of Positive Communication01:51
3.21 Communication Principles01:27
3.22 ITIL Service Value Streams01:42
3.23 Value Streams and Organizations03:08
3.24 Value Stream Considerations – Part One01:33
3.25 Value Stream Considerations – Part Two02:23
3.26 Value Stream Considerations – Part Three01:33
3.27 Design a Service Value Stream02:26
3.28 Describing a Service Value Stream02:00
3.29 Value Stream Mapping02:38
3.30 Metrics for Analyzing a Value Stream02:46
3.31 Designing a Value Stream Using Littles Law01:54
3.32 Model Value Streams for CDS00:51
3.33 Development of a New Service03:13
3.34 Acknowledge and Document the Service Requirements00:36
3.35 Decide Whether to Invest in the New Service01:00
3.36 Design and Architect the New Service to Meet Customer Requirements00:45
3.37 Obtain or build within the Service Value Chain01:23
3.38 Deploy Service Components in Preparation for Launch00:41
3.39 Release New Service to Customers and Users01:26
3.40 Restoration of a Live Service02:12
3.41 Acknowledge and Register the User Query00:30
3.42 Investigate the Query, Reclassify It as an Incident and Attempt to Fix It00:40
3.43 Obtain a Fix from the Specialist Team00:45
3.44 Deploy the Fix01:05
3.45 Verify That the Incident Has Been Resolved00:38
3.46 Request Feedback from the User00:43
3.47 Identify Opportunities to Improve the Overall System01:04
3.48 Prioritization03:15
3.49 How to Prioritize Work01:02
3.50 Techniques for Prioritizing Work03:26
3.51 Techniques on Multiple Factors01:03
3.52 Swarming02:13
3.53 Challenges of Swarming01:18
3.54 Shift-Left Approach02:51
3.55 Key Takeaways01:13
Knowledge Check
Lesson 04 – Drive Stakeholder Value (DSV)02:37:05
4.01 Drive Stakeholder Value00:41
4.02 The Customer Journey01:38
4.03 Mastering the Customer Journey02:13
4.04 Stakeholder Aspirations02:20
4.05 Communication, Cooperation, and Collaboration01:48
4.06 Modes of Listening02:55
4.07 Diversity00:39
4.08 Service Relationships01:18
4.09 Basic Relationship01:57
4.10 Collaborative Relationship01:57
4.11 Partnership Relationship01:46
4.12 Build Service Relationships02:08
4.13 Service Relationship Ladder Step One01:53
4.14 Service Catalog01:28
4.15 Customer Relationship Management (CRM)01:25
4.16 Service Relationship Ladder: Step Two02:14
4.17 Service Relationship Ladder: Step Three02:35
4.18 Service Relationship Ladder: Step Four02:34
4.19 Service Relationship Ladder: Step Five02:15
4.20 Maturity Assessment and Benchmarking03:29
4.21 Assessing Readiness for Collaboration02:34
4.22 Managing Suppliers and Partners02:32
4.23 Service Offerings and User Experience01:16
4.24 Lean Thinking02:00
4.25 Agile Philosophy01:57
4.26 Continuous Delivery Methods00:57
4.27 User Centered Design and Service Design Thinking01:15
4.28 Service Blueprint02:05
4.29 Designing for Onboarding02:30
4.30 Selling Service Offerings01:07
4.31 Internal Sales02:05
4.32 External Sales01:12
4.33 Onboard02:25
4.34 Relating with Users and Fostering Relationships01:35
4.35 Fostering Relationships with Corporate Users02:25
4.36 Integration and Interaction Between Teams01:20
4.37 Fostering Relationships with Individual Users04:42
4.38 Omnichannel Management01:05
4.39 Technological Solutions Description03:07
4.40 Technological Approaches Challenges and Solutions05:03
4.41 Technological Approaches Required Resources00:45
4.42 Enable Users for Service02:26
4.43 Enable Users for Service Practices and Tools02:20
4.44 Elevate Mutual Capabilities02:54
4.45 Planning Onboarding01:09
4.46 Onboarding Goals01:26
4.47 Onboarding Scope03:31
4.48 Onboarding Customer and Users Onboarding Actions04:05
4.49 User Onboarding03:01
4.50 Onboarding Control02:26
4.51 Reviewing Onboarding Control01:14
4.52 Offboarding Customers and Users02:14
4.53 Customer Offboarding01:39
4.54 User Offboarding01:49
4.55 Service Transition Onboarding and Offboarding00:39
4.56 Approaches to Provide Services to Users02:55
4.57 Service Interactions02:41
4.58 Service Requests02:46
4.59 Service Desk Interactions01:19
4.60 Moments of Truth00:55
4.61 Intelligent Disobedience02:40
4.62 Nurturing User Communities02:11
4.63 Super Users02:26
4.64 Customer and User Feedback02:12
4.65 Tracking Value Realization02:19
4.66 Tracking,Performance,Output,and Outcome01:25
4.67 Models for Business Change01:35
4.68 Tracking Experience and Satisfaction01:53
4.69 Ways to Monitor Customer Experience01:59
4.70 Tracking Service Usage01:41
4.71 Assessing and Reporting Value Realization01:13
4.72 Two Levels of Value Realization Assessment and Reporting01:58
4.73 Assessment Results01:16
4.74 Tracking, Assessing, and Evaluating Outcomes01:14
4.75 Evaluating Value Realization and Improving Customer Journeys01:11
4.76 Evaluation and Verification01:50
4.77 Continual Improvement01:39
4.78 Key Takeaways01:44
Knowledge Check
Lesson 05 – High Velocity IT (HVIT)01:16:13
5.01 High Velocity IT00:37
5.02 Key Concepts of High Velocity IT02:14
5.03 Digital Technology00:47
5.04 Digital Organization02:25
5.05 Digital Transformation01:19
5.06 IT Transformation03:17
5.07 Digital Products01:20
5.08 Service Interactions02:02
5.09 High Velocity IT Objectives02:51
5.10 High Velocity IT Objectives – Techniques02:14
5.11 HVIT Objectives Techniques02:40
5.12 The Four Dimensions of Service Management01:51
5.13 High Velocity IT – Organizations and People01:49
5.14 High Velocity IT – Information and Technology01:22
5.15 High Velocity IT Partners and suppliers01:18
5.16 High Velocity IT Value Streams and Processes01:46
5.17 Value Streams01:27
5.18 Making Value Streams Effective02:28
5.19 Service Value Chain01:57
5.20 Value Chain Activities Combined With Devops02:11
5.21 Service Consumer and Service Provider Interactions02:06
5.22 Digital Product Life Cycle03:09
5.23 Digital Product Life Cycle Customer Perspective02:21
5.24 Key Characteristics of High Velocity IT Approaches01:28
5.25 Lean Approaches02:22
5.26 Agile Approaches03:15
5.27 Resilient Approaches01:40
5.28 Continuous Approaches01:43
5.29 Service Dominant Logic01:42
5.30 Models and Concepts of HVIT Culture02:30
5.31 Guiding Principles Models and Concepts People01:02
5.32 Guiding Principles Models and Concepts Progress01:10
5.33 Cynefin Model02:41
5.34 Lean Culture02:02
5.35 ITIL Continual Improvement Model01:14
5.36 Toyota Kata01:21
5.37 The OODA Loop01:13
5.38 Continual Improvement Behavior Patterns00:31
5.39 Key Behavior Patterns03:35
5.40 Key Takeaways01:13
Knowledge Check
Lesson 06 – Direct, Plan, and Improve (DPI)48:39
6.01 Direct Plan and Improve00:45
6.02 Risks and Controls03:34
6.03 Strategy and Strategic Planning02:33
6.04 Defining Effective Policies02:37
6.05 Defining Effective Controls02:07
6.06 Defining Effective Guidelines01:03
6.07 Decision Making at the Right level02:47
6.08 Role of Risk Management of Listening03:20
6.09 Regulations and Legislation02:00
6.10 Structures and Methods for Decision Making02:35
6.11 Basics of Organizational Change Management (OCM)01:48
6.12 Essentials for Successful Improvement02:11
6.13 OCM Throughout Direction Planning and Improvement02:13
6.14 Identifying and Communicating with Stakeholders01:50
6.15 Stakeholder Mapping01:45
6.16 Understanding Stakeholders02:00
6.17 Communications Principles00:46
6.18 Communication Is a Two Way Process01:07
6.19 We Are All Communicating All the Time01:05
6.20 Timing and Frequency Matter01:35
6.21 No Single Method of Communication Works for Everyone01:17
6.22 The Message Is in the Medium00:37
6.23 Communication Methods and Media02:42
6.24 Examples of Communication Methods01:49
6.25 Defining and Establishing Feedback Channels01:18
6.26 Key Takeaways01:15
Knowledge Check