Overview
This course is targeted to existing ITIL Experts or those with 17 or more credits under the ITIL v3 credential system. Close attention is paid to how the various ITIL best practices work together and interact with one another to ensure that organizations are efficiently and effectively designing, creating, delivering, and improving IT services. This course deeply engages students in the concepts covered throughout the ITIL 4 library.
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What You'll Learn
- Basic concepts of IT service management
- Key concepts of the service value system
- Details about ITIL practices
- How ITIL practices work together
- Activities of service value chains
- How high velocity IT is important to modern IT organizations
- How services the digital product lifecycle is relevant to organizations and their customers
- The value of governance, risk and compliance, roles and people
- The customer journey
- Organizational change management
- Implementation and improvements of service management capabilities
Curriculum
- Course Introduction
- Basic Concepts of Service Management
- The Four Dimensions of Service Management
- The ITIL Guiding Principles
- The Service Value System
- The Service Value Chain
- General Management Practices
- Service and Technical Management Practices
- Create, Deliver and Support
- ITSM Professionalism
- Resource Planning and Management
- How to Create, Deliver and Support
- Prioritizing and Managing Service Management Work
- Drive Stakeholder Value
- The Customer Journey
- Fostering Relationships
- Shaping Demand and Creating Service Offerings
- Onboarding and Offboarding Customers and Users
- Realize and Validate Service Value
- High Velocity IT
- Key Concepts of High Velocity IT
- High Velocity IT Objectives
- High Velocity ITIL
- High Velocity IT Culture
- Practice Exam One
- Review Practice Exam One
- Direct, Plan and Improve
- Key Concepts of Direct, Plan and Improve
- The Role of Governance, Risk and Compliance
- Organizational Change Management
- Practice Exam Two
- Review Practice Exam Two
- Review Days One through Four
- ITIL 4 Managing Professional Transition Exam
Who should attend
- Existing ITIL Experts
- Those with 17 or more credits in the ITIL v3 certification scheme
- IT staff
- Service desk staff
- Business staff
- Executive leadership
- Service management staff
- Incident managers
- Problem managers
- Business relationship managers
- Change managers
- Quality improvement staff
- Those interested or involved in application of ITIL and service management best practices
- Those interested in achieving the ITIL Expert certification
Prerequisites
- ITIL Expert
- 17 or more credits in the ITIL v3 certification scheme
Interested in this Course?
Certification
The ITIL® 4 Managing Professional exam is a 40 question multiple-choice exam with four possible answers per question.
A passing score on the exam is 28 or more points out of the 40 possible points, or 70% or above. The ITIL® 4 Managing Professional certification is an advanced certification that demonstrates in-depth understanding of the concepts described throughout the ITIL 4 library. The ITIL 4 Managing Professional credential is earned upon receiving a passing score on this exam (assuming all other requirements are met). The exam can be delivered paper-based or computer-based.
