ITIL 4 Managing Professional Transition Certification
The ITIL 4 Managing Professional Transition (Bridge) Course was created by AXELOS to reward individuals with ITIL V3 advanced certifications by enabling them to skip the four (4) courses in the Managing Professional Series of courses and receive the coveted ITIL 4 Managing Professional designation.
Training at a glance
Level
Intermediate
Duration
5 Days
Experience
3 years: Service Management
Average Salary
$103,847
Labs
No
Level
Intermediate
Duration
5 Days
Experience
3 years: Service Management
Average Salary
$103,847
Labs
No
Training Details
In this course students will learn how to practically apply new concepts and receive a solid understanding of each of the 4 modules including:
- Review the key concepts of service management
- Understand the four dimensions of service management
- Comprehend the purpose and components of the ITIL service value system
- Understand the activities and interconnectivity of the service value chain
- Learn to plan and build a service value stream that creates, delivers, and supports services
- Review how relevant ITIL practices contribute to the creation, delivery, and support across the SVS and value streams
- Learn how to create, deliver, and support services
- Understand how customer journeys are designed and how to foster stakeholder relationships
- Know how to shape demand, define service offerings, and onboard and offboard customers and users
- Understand how to engage with others to ensure continual value co-creation and how to realize and validate service value
- Delve into the concepts of the high-velocity nature of the digital enterprise and its demands
- Gain an understanding of digital product lifecycles and how it integrates into the ITIL operating model
- Create a solid base on the importance of the ITIL Guiding Principles and concepts to deliver high velocity IT
- Know how to use the key principles and methods of direction and planning as they relate to the scope of the project
- Understand the role of GRC and how to integrate the principles and methods into the Service Value System
- Facilitate Communication and Organizational Change Management
Lesson 0: Course Introduction: ITIL® 4 Managing Professional Transition
- Agenda & Introductions
- Overview of the Transition Certification
- Transition Exam Details
- Materials to Support the Class
Lesson 1: Foundation
- Introduction
Lesson 2: Foundation: Key Definitions
- Key Definitions
- Service Offering
- Service Relationship Management
- Service Provision
- Service Consumption
Lesson 3: Foundation: Dimensions of Service Management
- Dimensions of Service Management
- Organizations & People
- Information & Technology
- Partners & Suppliers
- Value Streams & Processes
Lesson 4: Foundation: Service Value System (SVS)
- Service Value System (SVS)
Lesson 5: Foundation: Service Value Chain (SVC)
- Service Value Chain (SVC)
Lesson 6: Foundation: 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
- Optimize and Automate
Lesson 7: Foundation Summary
- Foundation Summary
- Foundation Sample Questions
- Foundation Exercise: ITIL4 MPT – Foundation Review v1
Lesson 8: Direct, Plan & Improve
- Scope and Strategic Planning
- Cascading Objectives
Lesson 9: Direct, Plan & Improve: Policies, Controls, and Guidelines
- Policies, Controls, and Guidelines
- Compliance and Decision-Making Authorities
Lesson 10: DPI: Governance, Risk, and Compliance
- Risk Management and Governance
- Governance and DPI
Lesson 11: DPI: Organizational Change Management
- Organizational Change Management (OCM)
- Impact of OCM and DPI
- Managing Stakeholders
Lesson 12: DPI: Effective Communication
- All About Communication
- Feedback Channels
Lesson 13: DPI Summary
- DPI Summary
- DPI Sample Exam Questions
- DPI Exercise
Lesson 14: Create, Deliver & Support
- Organizational Structures
- Collaboration vs. Cooperation
- Team Competencies
Lesson 15: CDS: Team Culture & Differences
- Team Culture & Differences
Lesson 16: CDS: Employee Satisfaction Management
- Employee Satisfaction
- Customer-Orientation
- Communication
- Workforce Planning
Lesson 17: CDS: Results-Based Measuring & Reporting
- Measuring and Reporting
- Continual Improvement
Lesson 18: CDS: Know How Practices Contribute
- Service Value Streams
- Designing Service Value Streams
- Value Stream Mapping
- Metrics for Value Streams
Lesson 19: CDS: The Value Stream for a New Service
- Value Streams for a New Service
Lesson 20: CDS: The Value Stream for User Support
- Value Stream for User Support
Lesson 21: CDS: Know How to Create, Deliver, & Support
- Managing Queues and Backlogs
- Prioritizing Work
- Shift-left
- Sourcing
Lesson 22: CDS Summary
- CDS Summary
- CDS Sample Exam Questions
- CDS Exercise
Lesson 23: Drive Stakeholder Value
- Customer Journey
- Benefits
Lesson 24: DSV: Explore to Engage
- Mutual Readiness
- Managing Suppliers & Partners
- Service Relationship Types
- Building Service Relationships (Three C’s of Trustworthiness)
- Service Provider Capabilities and Customer Needs
Lesson 25: DSV: Shape, Demand, and Define Service Offerings
- Design Digital Service Experiences – Lean
- Design Digital Service Experiences – Agile
- Service Design Thinking and Service Blueprinting
Lesson 26: DSV: Designing Digital Service Experiences
- Design for Onboarding
- Selling and Procuring
Lesson 27: DSV: Agree
- Onboarding and Offboarding Activities
- Relating with Users and Fostering Relationships
- User Engagement and Delivery Channels
Lesson 28: DSV: Onboard
- Enabling Users for Service
- Elevating Mutual Capabilities
- Offboarding
Lesson 29: DSV: Co-Create
- Ongoing Service Interactions
- Service Requests
- Moments of Truth & Intelligent Disobedience
Lesson 30: DSV: User Communities
- User Communities and User Feedback
Lesson 31: DSV: Realize Value
- Service Value and Value Realization
- Tracking Performance, Outputs, and Outcomes
Lesson 32: DSV: The Customer Journey
- Evaluate and Improve the Customer Journey
- Continual Improvement
- Charging and Billing
Lesson 33: DSV Summary
- DSV Summary
- DSV Sample Exam Questions
- DSV Exercise
Lesson 34: High Velocity IT
- HVIT Terms
- Digital Transformation
Lesson 35: HVIT: Objectives
- Valuable Investments
- Fast Development, Resilient Operations
- Value Co-creation, Assured Conformance
Lesson 36: HVIT: ITIL 4 and the Digital Product Lifecycle
- Four Dimensions
- PESTLE
- Service Value System
Lesson 37: HVIT: Service Value Chain
- Service Value Chain
- SVC and the Consumer
- SVC and Value Streams
- Digital Product Lifecycle
Lesson 38: HVIT: Fundamental Concepts for Delivering HVIT
- Five behaviors for HVIT
- Principles, Models, and Concepts
- Purpose, People, Process
- Purpose: Ethics; Design Thinking
Lesson 39: HVIT: Safety Culture
- People: Safety Culture
- Progress: Complex Environments
Lesson 40: HVIT: Lean Culture
- Progress: Lean; Toyota Kata
- HVIT Approaches
- Lean, Agile, Resilient, Continuous
- Service Dominant Logic
Lesson 41: HVIT Summary
- HVIT Summary
- HVIT Samples Exam Questions
- HVIT Exercise
Lesson 42: Managing Professional Transition Summary
- Summary Recap of Foundation, DPI, CDS, DSV, HVIT
- Full Sample Exam
- ITIL V3 Experts
- Individuals with 17 or more ITIL V3 credits
- Individuals with 15 or more ITIL V3 Intermediate Credits and ITIL 4 Foundation Certification
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