ITIL® Managing Professional Transition

Description

• Understand the key concepts of service management
• Describe the key concepts of service relationships
  • Service offering
  • Service relationship management
  • Service provision
  • Service consumption
• Understand how the ITIL guiding principles can help an organization adopt and adapt service management
• Describe the nature, use and interaction of the 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
• Understand the purpose and components of the ITIL service value system
• Understand the activities of the service value chain, and how they interconnect
• Describe the purpose of each value chain activity:
  • Plan
  • Improve
  • Engage
  • Design & transition
  • Obtain/build
  • Deliver & support
• Understand how to plan and build a service value stream to create, deliver, and support services
• Understand the concepts and challenges relating to the following across the service value system:
  • Organisational structure
  • Integrated/collaborative teams
  • Team capabilities, roles, competencies
  • Team culture and differences
  • Working to a customer-orientated mindset
  • Employee satisfaction measurement
• Understand planning and managing resources in the service value system:
  • Team collaboration and integration
  • Workforce planning
  • Results based measuring and reporting
• Know how to design, develop and transition a value stream for new services using the following ITIL practices:
  • Service design
  • Software development and Management
  • Deployment management
  • Release management
  • Service Validation and testing
  • Change Control
• Know how to provide user support value stream using the following ITIL practices:
  • Service desk
  • Incident management
  • Problem management
  • Knowledge management
  • Service level management
  • Monitoring and event management
• Know how to create, deliver and support services
• Understand the use and value of the following across the service value system:
  • Buy vs build considerations
  • Sourcing options
  • Service integration and management (SIAM)
• Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
• Understand the following terms:
  • Digital organization
  • High velocity IT
  • Digital transformation
  • IT transformation
• Understand when the transformation to high velocity IT is desirable and feasible.
• Understand the five mid-level goals associated with digital products – to achieve:
  • Valuable ideas – strategically innovative and effective application of IT
  • Fast development – quick realization and delivery of IT services and IT-related products
  • Resilient operations – highly resilient IT services and IT-related products
  • Co-created value – effective interaction between service provider and consumer
  • Assured conformance – to governance, risk and compliance (GRC) requirements.
• Understand how high velocity IT relates to:
  • The service value system
  • The ITIL service value chain
  • The four dimensions of service management
  • The digital product lifecycle
• Understand the digital product lifecycle in terms of value streams, goals and practices
• Understand which principles and concepts help understand the high velocity IT and know how to use them:
  • Organizational system
    • Systems thinking
    • Complexity thinking
    • Promise theory
  • Digital products
    • Design thinking
    • Service-dominant logic
    • Ethics
  • Work
    • Lean
    • Agile
    • DevOps
• Know how to drive customer value (the customer journey)
• Know how to foster customer relationships, by:
  • Providing informed feedback to assess and promote mutual understanding
  • Assessing mutual readiness and maturity
• Know how to define requirements and service offerings, by:
  • Prioritising and authorising portfolio investments
  • Managing the full product/service lifecycle
  • Selling and procuring service offerings
  • Designing digital services experiences based on value driven, data driven and user centred service design
• Know how to act together to ensure continual value co-creation (service consumption / provisioning), including:
  • Service interaction
  • ‘Moments of truth’
  • Communities of practice
  • Encouraging and managing customer feedback
• Know how to realise and validate service value, by:
  • Realising, tracking and monitoring service value outcome, risk, cost and resources
  • Reporting service outcome and performance
  • Validating service value
  • Establishing charging mechanisms
  • Evaluating the customer journey
  • Know how to drive user value (the service user journey)
• Describe user relationship management by:
  • Promoting and marketing services
  • Relating with service users and fostering relationships
  • Using knowledge sharing to improve service user relations and performance
  • Profiling and proactive use of real-time end-user computing data
• Know how to engage with service users by:
  • Developing engagement and delivery channels
  • Fostering service attitude, behaviour and culture (ABC)
  • Personalizing the user engagement experience
  • Providing proactive and outgoing support
• Know how to co-create user service experiences by:
  • Interacting, co-creating value and realising outcome (Service usage / consumption)
  • Resolving service issues
  • Automatically fulfilling requests or resolving issues
  • Measuring and managing user experience
• Know how to realise and validate user service value by:
  • Managing and measuring service usage, user experience, service outcome and performance
  • Evaluating the user journey and improving feedback loops
• Understand the scope and activities relevant to Direct and plan
• Identify the scope of control and within this:
  • Know how to cascade goals and requirements
  • Know how to define effective policies, controls and guidelines
  • Know how to place decision-making authority at the correct level
• Understand the role of governance, risk and compliance and how to integrate the principles and methods into the service value system
  • Understand how governance impacts DPI
• Know how to ensure that controls are sufficient, yet not excessive
• Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement
• Know how to use the key principles and methods of OCM:
  • Identify and manage different types of stakeholders
  • Effectively communicate with and influence others
  • Establish effective feedback channels