ITIL® 4 Managing Professional (MP) Tansition – Live Virtual Training & Certification
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Curriculum
- Understand the key concepts of service management.
- Understand how the ITIL® guiding principles can help an organization adopt and adapt service management.
- Understand the four dimensions of service management.
- Understand the purpose and components of the ITIL® service value system.
- Understand the activities of the service value chain, and how they interconnect.
- Understand how to plan and build a service value stream to create, deliver, and support services.
- Know how relevant ITIL® practices contribute to the creation, delivery and support across the SVS and value streams.
- Know how to create, deliver and support services.
- Understand how customer journeys are designed.
- Know how to foster stakeholder relationship.
- Know how to shape demand and define service offerings.
- Know how to onboard and offboard customers and users.
- Know how to act together to ensure continual value co-creation (service consumption / provisioning).
- Know how to realise and validate service value.
- Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT.
- Understand the digital product lifecycle in terms of the ITIL® ‘operating model’.
- Understand the importance of the ITIL® Guiding Principles and other fundamental concepts for delivering high velocity IT.
- Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context.
- Understand the role of GRC and know how to integrate the principles and methods into the service value system.
- Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction planning and improvement.