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Ready-To-Use, Accredited Courseware For ITIL® 4 Managing Profesional Transition

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ITIL® 4 Managing Professional transition Course Information

The ITIL® 4 Managing Professional Transition module is a bridge course that enables the ITIL v3 professionals to easily transition across to ITIL® 4 certification scheme. The ITIL® 4 Managing Professional Transition module is designed to enable ITIL Experts or professionals with 17 credits to gain the designation of ITIL® 4 Managing Professional through one course and one exam.

The purpose of the ITIL® 4 Managing Professional Transition module is to provide candidates with an understanding of the:

  • Core concepts and definitions of ITIL® 4 Foundation, including the key differences between the previous iteration of ITIL and ITIL® 4 and how they can be practically applied.
  • Key elements from each one of the four ITIL Managing Professional (MP) modules: Create, Deliver and Support, Drive Stakeholder Value, High Velocity IT and Direct, Plan and Improve.


ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
This product is only for courseware partners, affiliates or designated students. Any course should always include an exam.

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    The course is designed as per the complete official syllabus of Axelos for ITIL 4 Managing Professional transition.

    ITIL® 4 FOUNDATION

    Learning OutcomeAssessment CriteriaBLNo.
    marks
    1. Understand the key
    concepts of service
    management    		1.3 Describe the key concepts of service relationships (2.3.2,
    2.4, 2.4.1):
    a) Service offering
    b) Service relationship management
    c) Service provision
    d) Service consumption    		BL21
    2. Understand how the ITIL
    guiding principles can help
    an organization to adopt and
    adapt service management    		2.1 Describe the nature, use and interaction of the guiding
    principles (4.3, 4.3.8)    		BL21
    2.2 Explain the use of the guiding principles (4.3):
    a) Focus on value (4.3.1 – 4.3.1.4)
    b) Start where you are (4.3.2 – 4.3.2.3)
    c) Progress iteratively with feedback (4.3.3 – 4.3.3.3)
    d) Collaborate and promote visibility (4.3.4 – 4.3.4.4)
    e) Think and work holistically (4.3.5 – 4.3.5.1)
    f) Keep it simple and practical (4.3.6 – 4.3.6.3)
    g) Optimize and automate (4.3.7 – 4.3.7.3)    		BL21
    3. Understand the four
    dimensions of service
    management    		3.1 Describe the four dimensions of service management (3):
    a) Organizations and people (3.1)
    b) Information and technology (3.2)
    c) Partners and suppliers (3.3)
    d) Value streams and processes (3.4-3.4.2)    		BL21
    4. Understand the purpose
    and components of the ITIL
    service value system    		4.1 Describe the ITIL service value system (4.1)BL21
    5. Understand the activities
    of the service value chain,
    and how they interconnect    		5.1 Describe the interconnected nature of the service value
    chain and how this supports value streams (4.5)    		BL21
    5.2 Describe the purpose of each value chain activity:
    a) Plan (4.5.1)
    b) Improve (4.5.2)
    c) Engage (4.5.3)
    d) Design & transition (4.5.4)
    e) Obtain/build (4.5.5)
    f) Deliver & support (4.5.6)    		BL2

    CREATE, DELIVER AND SUPPORT

    Learning OutcomeAssessment CriteriaBLNo.
    marks
    1. Understand how to plan
    and build a service value
    stream to create, deliver,
    and support services    		1.1 Understand the concepts and challenges relating to the
    following across the service value system:
    a) Organizational structure (2.1.1)
    b) Collaborative culture (2.3.5, 2.3.5.1-3)
    c) Teams, roles and competencies (2.2.1-2, 2.2.2.1-2)
    d) Team culture and differences (2.3.1-5)
    e) Working to a customer-orientated mindset (2.3.6,
    2.3.6.1)
    f) Employee satisfaction management (2.2.4)
    g) The value of positive communications (2.3.7, 2.3.7.1)    		BL22
    1.3 Know how to plan and manage resources in the service
    value system, including:
    a) Team collaboration and integration (2.3.3 (including
    subsections), 2.3.5)
    b) Workforce planning (2.2.3)
    c) Results based measuring and reporting (2.2.5,
    2.2.5.1)    		BL31
    2. Know how relevant ITIL
    practices contribute to the
    creation, delivery and
    support across the SVS and
    value streams    		2.1 Know how to use a value stream to design, develop and
    transition new services (4, 4.1, 4.1.1-7, 4.2.1 (including
    subsections))    		BL32
    2.3 Know how to use a value stream to provide user support
    (4, 4.1, 4.1.1-7, 4.2.2 (including subsections))    		BL32
    3. Know how to create,
    deliver and support services    		3.1 Know how to co-ordinate, prioritize and structure work
    and activities to create deliver and support services,
    including:
    a) Managing work as tickets (5.1, 5.1.1, 5.1.2, 5.1.4))
    b) Prioritizing work (5.1, 5.1.1-4)    		BL31

    DRIVE STAKEHOLDER VALUE

    Learning OutcomeAssessment CriteriaBLNo.
    marks
    1. Understand how customer
    journeys are designed    		1.1 Understand the concept of the customer journey (2, 2.1,
    2.2)    		BL21
    3. Know how to foster
    stakeholder relationships    		3.1 Understand the concepts of mutual readiness and
    maturity (4.3.5)    		BL21
    3.2 Understand the different supplier and partner
    relationship types, and how these are managed (4.4, 4.2,
    4.2.1-3)    		BL2
    3.3 Know how to develop customer relationships (4.3, 4.3.1-4
    (including subsections)    		BL31
    4. Know how to shape
    demand and define service
    offerings    		4.1 Understand methods for designing digital service
    experiences based on value driven, data driven and user
    centred service design (5.3, 5.3.1-6)    		BL21
    4.2 Understand approaches for selling and procuring service
    offerings (5.4, 5.4.1-3)    		BL2
    6. Know how to onboard and
    offboard customers and
    users    		6.1 Understand key transition, onboarding and offboarding
    activities (7, tab 7.1)    		BL21
    6.2 Understand the ways of relating with users and fostering
    user relationships (7.2, 7.2.1-2)
    6.3 Understand how users are authorized and entitled to
    services (7.4)
    6.4 Understand different approaches to mutual elevation of
    customer, user and service provider capabilities (7.5)
    6.5 Know how to prepare onboarding and offboarding plans
    (7.1, 7.1.1-4, 7.6, 7.6.1-2, 7.7)    		BL31
    6.6 Know how to develop user engagement and delivery
    channels (7.3)
    7. Know how to act together
    to ensure continual value
    co-creation (service
    consumption / provisioning)    		7.1 Understand how users can request services (8.2, 8.2.1-2,
    8.2.4-5)    		BL21
    7.3 Understand the concept of user communities (8.3, 8.3.1)
    7.4 Understand methods for encouraging and managing
    customer and user feedback (8.2.6)
    7.5 Understand the concept of 'moments of truth' (8.2.4)
    8. Know how to realize and
    validate service value    		8.1 Understand methods for measuring service usage and
    customer and user experience and satisfaction (9.2.2,
    9.2.3)    		BL21
    8.2 Understand methods to track and monitor service value
    (outcome, risk, cost and resources) (9.2, 9.2.1-3, 9.3)
    8.3 Understand different types of reporting of service
    outcome and performance (9.2.1, 9.3, 9.5.1)
    8.4 Understand charging mechanisms (9.5.4)
    8.5 Know how to validate service value (9.1, tab 9.2, 9.3)BL31
    8.6 Know how to evaluate and improve the customer journey
    (9.4, 9.4.1-2)

    HIGH VELOCITY IT

    Learning OutcomeAssessment CriteriaBLNo.
    marks
    1. Understand concepts
    regarding the high-velocity
    nature of the digital
    enterprise, including the
    demand it places on IT    		1.1 Understand the following terms:
    a) Digital organization (2.3)
    b) High velocity IT (2.1)
    c) Digital transformation (2.4)
    d) IT transformation (2.4.1)
    e) Digital product (2.6.1)
    f) Digital technology (2.2)    		BL21
    1.2 Understand when the transformation to high velocity IT is
    desirable and feasible (2.1)    		BL21
    1.3 Understand the five objectives associated with digital
    products to achieve:
    a) Valuable investments – strategically innovative and
    effective application of IT (2.5.1, 4, 4.1)
    b) Fast development - quick realization and delivery of IT
    services and IT-related products (2.5.1, 4, 4.2)
    c) Resilient operations - highly resilient IT services and
    IT-related products (2.5.1, 4, 4.3)
    d) Co-created value - effective interactions between
    service provider and consumer (2.5.1, 4, 4.4)
    e) Assured conformance - to governance, risk and
    compliance (GRC) requirements (2.5.1, 4, 4.5)    		BL21
    2. Understand the digital
    product lifecycle in terms of
    the ITIL ‘operating model’    		2.1 Understand how high velocity IT relates to:
    a) The four dimensions of service management (2.6.6,
    2.6.6.1-4, 2.6.7)
    b) The ITIL service value system (2.6, 2.6.3, 2.6.3.1,
    2.6.3.2, 2.6.4)
    c) The service value chain (2.5.1, 2.6.3, 2.6.3.1, 2.6.3.2,
    2.6.4)
    d) The digital product lifecycle (2.6.2)    		BL21
    3. Understand the
    importance of the ITIL
    guiding principles and other
    fundamental concepts for
    delivering high velocity IT    		3.1 Understand the following principles, models and
    concepts:
    a) Ethics (3.2.1, 3.2.1.1)
    b) Safety culture (3.2.2.2, tab 3.2)
    c) Lean culture (3.2.3.2, tab 3.3)
    d) Toyota Kata (3.2.3.3)
    e) Lean / Agile / resilient / continuous (2.5.2, 2.5.2.1-4,
    tab 2.2)
    f) Service-dominant logic (2.5.2.5)
    g) Design thinking (3.2.1.2)
    h) Complexity thinking (3.2.3.1)    		BL22
    3.2 Know how to use the following principles, models and
    concepts:
    ▪ Ethics
    ▪ Safety culture
    ▪ Lean culture
    ▪ Toyota Kata
    ▪ Lean / Agile / Resilient / Continuous
    ▪ Service-dominant logic
    ▪ Design thinking
    ▪ Complexity thinking
    (3.2, 3.2.1, 3.2.1.1, 3.2.2.2, tab 3.2, 3.2.3.2, tab 3.3,
    3.2.3.3, 2.5.2, 2.5.2.1-4, tab 2.2, 2.5.2.5, 3.2.1.2, 3.2.3.1)
    to contribute to:
    a) Help get customers’ jobs done (3.1.4, tab 3.1)
    b) Trust and be trusted (3.1.2, tab 3.1)
    c) Continually raise the bar (3.1.3, tab 3.1)
    d) Accept ambiguity and uncertainty (3.1.1, tab 3.1)
    e) Commit to continual learning (3.1.5, tab 3.1)    		BL33

    DIRECT, PLAN & IMPROVE

    Learning OutcomeAssessment CriteriaBLNo.
    marks
    2. 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    		2.1 Identify the scope of control and within this:
    a) Know how to cascade objectives and requirements
    (1.3.1, 1.3.1.1, 2.1.3, 2.1.4)
    b) Know how to define effective policies, controls and
    guidelines (2.5.2, 2.5.2.1-3,)
    c) Know how to place decision-making authority at the
    correct level (2.2.2)    		BL32
    3. Understand the role of
    GRC and know how to
    integrate the principles and
    methods into the service
    value system    		3.1 Understand the role of risk and risk management in DPI
    (1.2.1.3, 2.3, 2.3.1-2)    		BL21
    3.2 Understand how governance impacts DPI (2.2, 2.2.1,
    2.2.1.1, 2.2.2, 2.2.3)    		BL21
    3.3 Know how to ensure that controls are sufficient, but not
    excessive (2.5.2.1, 2.5.2.2)    		BL31
    5. Understand and know how
    to use the key principles and
    methods of Communication
    and Organizational Change
    Management to direction
    planning and improvement    		5.1 Understand the nature, scope and potential benefits of
    organizational change management (6.3, 6.3.1, 6.3.2,
    6.3.2.1-3, the organizational change management
    practice 2 (including subsections))    		BL21
    5.2 Know how to use the key principles and methods of
    communication & OCM
    a) Identify and manage different types of stakeholders
    (6.2, 6.2.1, 6.2.2)
    b) Effectively communicate with and influence others
    (6.1.2 - 6.1.2.5, 6.1.5 6.3.2, 6.3.2.1-3, tab 6.2)
    c) Establish effective feedback channels (6.1.2.1, 6.1.5,
    6.1.6)    		BL32
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