About On-Demand Learning

TechSherpas 365’s On-Demand courses provide you with access to official courseware materials and hands-on labs, empowering you to learn at your own pace. On-Demand allows you to design your training around your schedule, budget, and individual learning needs.

On-Demand Learning is a perfect solution for students who are unable to attend traditional instructor-led training due to schedule constraints. You receive the same materials and labs as an instructor-led course, with the added convenience of flexible scheduling and a lower price tag.

This On-Demand Course Includes:

  • Official Courseware License
  • Hands-on Exercises/Labs
  • Certification Package:
    • Practice exam
    • official certification exam

Course Overview

The ITIL 4 Managing Professional Transition course provides an understanding of the new ITIL 4 Foundation concepts and definitions including the key differences between previous ITIL versions and ITIL 4.  It is made up of 4 modules:

  • Create, Deliver and Support – How to integrate value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools.
  • Drive Stakeholder Value – How to understand and facilitate all types of engagement and interactions between service providers and their customers, users, suppliers and partners.
  • High Velocity IT – How to work with digital organization and digital operating models in high velocity environments
  • Direct, Plan and Improve – How to create an IT organizations focused on learning and improving with a strong and effective strategic direction.

In This Course You Will Learn:

  • 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 create, 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 off board 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 to properly 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


  • 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


Module 00: Course Introduction: ITIL® 4 Managing Professional Transition

  • Agenda & Introductions
  • Overview of the Transition Certification
  • Transition Exam Details
  • Materials to Support the Class

Module 01: Foundation

  • Introduction

Module 02: Foundation: Key Definitions

  • Key Definitions
  • Service Offering
  • Service Relationship Management
  • Service Provision
  • Service Consumption

Module 03: Foundation: Dimensions of Service Management

  • Dimensions of Service Management
  • Organizations & People
  • Information & Technology
  • Partners & Suppliers
  • Value Streams & Processes

Module 04: Foundation: Service Value System (SVS)

  • Service Value System (SVS)

Module 05: Foundation: Service Value Chain (SVC)

  • Service Value Chain (SVC)

Module 06: 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

Module 07: Foundation Summary

  • Foundation Summary
  • Foundation Sample Questions
  • Foundation Exercise: ITIL4 MPT – Foundation Review v1

Module 08: Direct, Plan & Improve

  • Scope and Strategic Planning
  • Cascading Objectives

Module 09: Direct, Plan & Improve: Policies, Controls and Guidelines

  • Policies, Controls and Guidelines
  • Compliance and Decision-Making Authorities

Module 10: DPI: Governance, Risk and Compliance

  • Risk Management and Governance
  • Governance and DPI

Module 11: DPI: Organizational Change Management

  • Organizational Change Management (OCM)
  • Impact of OCM and DPI
  • Managing Stakeholders

Module 12: DPI: Effective Communication

  • All About Communication
  • Feedback Channels

Module 13: DPI Summary 

  • DPI Summary
  • DPI Sample Exam Questions
  • DPI Exercise

Module 14: Create, Deliver & Support

  • Organizational Structures
  • Collaboration vs. Cooperation
  • Team Competencies

Module 15: CDS: Team Culture & Differences

  • Team Culture & Differences

Module 16: CDS: Employee Satisfaction Management

  • Employee Satisfaction
  • Customer-Orientation
  • Communication
  • Workforce Planning

Module 17: CDS: Results-Based Measuring & Reporting

  • Measuring and Reporting
  • Continual Improvement

Module 18: CDS: Know How Practices Contribute

  • Service Value Streams
  • Designing Service Value Streams
  • Value Stream Mapping
  • Metrics for Value Streams

Module 19: CDS: The Value Stream for a New Service

  • Value Streams for a New Service

Module 20: CDS: The Value Stream for User Support

  • Value Stream for User Support

Module 21: CDS: Know How to Create, Deliver & Support

  • Managing Queues and Backlogs
  • Prioritizing Work
  • Shift-left
  • Sourcing

Module 22: CDS Summary

  • CDS Summary
  • CDS Sample Exam Questions
  • CDS Exercise

Module 23: Drive Stakeholder Value

  • Customer Journey
  • Benefits

Module 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

Module 25: DSV: Shape, Demand and Define Service Offerings

  • Design Digital Service Experiences – Lean
  • Design Digital Service Experiences – Agile
  • Service Design Thinking and Service Blueprinting

Module 26: DSV: Designing Digital Service Experiences

  • Design for Onboarding
  • Selling and Procuring

Module 27: DSV: Agree

  • Onboarding and Offboarding Activities
  • Relating with Users and Fostering Relationships
  • User Engagement and Delivery Channels

Module 28: DSV: Onboard

  • Enabling Users for Service
  • Elevating Mutual Capabilities
  • Offboarding

Module 29: DSV: Co-Create

  • Ongoing Service Interactions
  • Service Requests
  • Moments of Truth & Intelligent Disobedience

Module 30: DSV: User Communities

  • User Communities and User Feedback

Module 31: DSV: Realize Value

  • Service Value and Value Realization
  • Tracking Performance, Outputs, and Outcomes

Module 32: DSV: The Customer Journey

  • Evaluate and Improve the Customer Journey
  • Continual Improvement
  • Charging and Billing

Module 33: DSV Summary

  • DSV Summary
  • DSV Sample Exam Questions
  • DSV Exercise

Module 34: High Velocity IT

  • HVIT Terms
  • Digital Transformation

Module 35: HVIT: Objectives

  • Valuable Investments
  • Fast Development, Resilient Operations
  • Value Co-creation; Assured Conformance

Module 36: HVIT: ITIL 4 and the Digital Product Lifecycle

  • Four Dimensions
  • Service Value System

Module 37: HVIT: Service Value Chain

  • Service Value Chain
  • SVC and the Consumer
  • SVC and Value Streams
  • Digital Product Lifecycle

Module 38: HVIT: Fundamental Concepts for Delivering HVIT

  • Five behaviors for HVIT
  • Principles, Models and Concepts
    • Purpose, People, Process
  • Purpose: Ethics; Design Thinking

Module 39: HVIT: Safety Culture

  • People: Safety Culture
  • Progress: Complex Environments

Module 40: HVIT: Lean Culture

  • Progress: Lean; Toyota Kata
  • HVIT Approaches
    • Lean, Agile, Resilient, Continuous
  • Service Dominant Logic

Modules 41: HVIT Summary

  • HVIT Summary
  • HVIT Samples Exam Questions
  • HVIT Exercise

Module 42: Managing Professional Transition Summary

  • Summary Recap of Foundation, DPI, CDS, DSV, HVIT
  • Full Sample Exam