ITIL 4 Managing Professional Transition Module Training

Course Description

As the title implies, the ITIL 4® Managing Professional Transition module is designed to transition ITIL Experts or ITIL v3 candidates across to ITIL 4 efficiently. The transition module consists of a certified training course enabling ITIL v3 certified professionals to transition to ITIL 4.

Course Overview

The ITIL certification transition module provides a holistic picture of the critical knowledge that IT management professionals require as related to the 2019 ITIL 4 services value system. The course recognizes your existing achievements in ITIL and allows you to gain the latest skills needed for ITIL and IT system management.

Key Features

100% Money Back Guarantee
Transitional training in the latest version of ITIL
One simulation exam
Exam fee included

Skills Covered

Concepts of service management
ITIL guiding principles
Activities of the service value chain
Build service value stream
Create and support services
Foster stakeholder relationship
Change management

Benefits

The ITIL certification transition module provides a holistic picture of the critical knowledge that IT management professionals require as related to the 2019 ITIL 4 services value system.

Course Curriculum

Eligibility

ITIL V3 certified professionals transitioning to ITIL 4 are best suited for this course. This course also is appropriate for IT managers, IT architects, system administrators, operations managers, database administrators, service delivery professionals, quality analysts, development teams, and process owners and practitioners.

Pre-requisites

To be eligible to take this transition module, you should have:
ITIL Expert (v3) certificate OR A minimum of 17 credits from the Foundation and Intermediate/Practitioner/Manager modules from previous versions OR ITIL 4 Foundation and 15 credits from the ITIL V3 system In other words, if you have passed (or are prepared to take) the MALC exam, then you are eligible to complete this transition module to obtain your ITIL 4 certification.

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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

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ITIL 4 Managing Professional Transition Module Training

Course Description