Course Overview
The Managing Professional (MP) stream provides practical and technical knowledge about how to run successful IT enabled services, teams and workflows. In order to obtain the Managing Professional designation you must complete all modules in the stream.
The ITIL® 4 Managing Professional bundle provides you with access to all the required elearning courses:
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- ITIL® 4 Foundation
- ITIL® 4 Create, Deliver and Support
- ITIL® 4 Drive Stakeholder Value
- ITIL® 4 High Velocity IT
- ITIL® 4 Direct, Plan and Improve
WHAT’S INCLUDED?
- 12 months online access to the following accredited elearning titles
- ITIL® 4 Foundation
- ITIL® 4 Create, Deliver and Support
- ITIL® 4 Drive Stakeholder Value
- ITIL® 4 High Velocity IT
- ITIL® 4 Direct, Plan and Improve
- Full tutor support
- ITIL® 4 Foundation , CDS , DSV , HVIT and DPI official manual (digital)
- The following exam vouchers. Valid for 12 months from purchase date. Exams must be taken online via remote proctor
- ITIL® 4 Foundation exam
- ITIL® 4 Create, Deliver and Support exam
- ITIL® 4 Drive Stakeholder Value exam
- ITIL® 4 High Velocity IT exam
- ITIL® 4 Direct, Plan and Improve exa
MATERIALS
Digital official manual: You will be sent an email invitation within 48 hours of your purchase to register on the Peoplecert portal. Once registered you will be able to access the digital version of your manual. Please note: There is a 5-year limitation in accessing your eBooks.
Course Duration
ITIL® 4 Foundation learning will take approximately 10-12 hours to complete.
ITIL® 4 Create, Deliver and Support will take approximately 16 hours to complete.
ITIL® 4 Drive Stakeholder Value will take approximately 15-20 hours to complete.
ITIL® 4 High Velocity IT will take approximately 20 hours to complete.
ITIL® 4 Direct, Plan and Improve will take approximately 12-14 hours to complete.
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Exam
Exams are taken online via remote proctor. You will be sent an email invitation within 48 hours of your purchase to register on the Peoplecert portal. Once registered you will be able to book your online exams at a date and time of your choice. You are responsible for booking your own exams. For more information about how to take your exam and the technical requirements.
EXAM FORMAT
ITIL® 4 Foundation
- Closed book
- 60 minutes duration
- 40 questions each worth 1 mark
- Pass mark 65% or higher (26 marks or above)
ITIL® 4 CDS
- 90-minute duration
- Closed book
- 40 questions
- Pass mark is 70% or higher – a raw score of 28 marks or above
ITIL® 4 DSV
- 90-minute duration
- Closed book
- 40 questions
- Pass mark is 70% or higher – a raw score of 28 marks or above
ITIL® 4 DPI
- 90-minute duration
- Closed book
- 40 questions
- Pass mark is 70% or higher – a raw score of 28 marks or above
ITIL® 4 HVIT
- 90-minute duration
- Closed book
- 40 questions
- Pass mark is 70% or higher – a raw score of 28 marks or above
Objectives
At the end of the Foundation course, you will:
- Understand the key concepts of ITIL® service management
- Understand how ITIL® guiding principles can help organizations to adopt and adapt ITIL® service management
- Understand the four dimensions of ITIL® service management
- Understand the purpose and components of the ITIL® service value system, and the activities of the service value chain, and how they connect
- Understand the key concepts of continual improvement
At the end of the Create, Deliver and Support course, you will:
- 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
At the end of the Drive Stakeholder Value course, you will:
- Understand how customer journeys are designed
- Know how to target markets and stakeholders
- Know how to foster stakeholder relationships
- Know how to shape demand and define service offerings
- Know how to align expectations and agree details of services
- 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 realize and validate service value
At the end of the High Velocity IT course, you will:
- 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
- Know how to contribute to achieving value with digital products
At the end of the Direct, Plan and Improve course, you will:
- Understand the key concepts of direct, plan & improve
- 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 continual improvement for all types of improvements
- Understand and know how to use the key principles and methods of communication and organizational change management to direction, planning and improvement
- Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement
- Understand and know how to direct, plan and improve value streams and practices
Syllabus
ITIL® 4 Foundation learning modules
- Introduction and overview
- Key concepts of service management
- Four dimensions of service management
- Service value system
- Introduction to practices
- Purpose of 11 practices and some definitions
- Introduction to seven key practices in detail
- Continual improvement
- Change control
- Incident management
- Service request management
- Service desk
- Service level management
- Exam simulator
ITIL® 4 Create , Deliver and Support learning modules
- Introduction
- Foundation recap
- Organizational challenges and managing resources
- Shift left approach
- nformation & technology across the SVS
- Design service value streams
- Practices new service value stream
- Practices restoration of live service value stream – Part 1
- Practices restoration of live service value stream – Part 2
- Coordinate and prioritise work
- Commercial and sourcing considerations
ITIL® 4 Direct, Plan and Improve learning modules
- Introduction and overview of DPI
- Foundation recap
- Key concepts of DPI
- Key principles of DPI
- GRC and DPI
- Continual improvement
- Organizational change management and communication
- Interfaces across the value chain
- Measurement and reporting
- Value streams
ITIL® 4 Drive Stakeholder Value learning modules
- Introduction
- Foundation recap
- Customer journey
- Designing the customer journey
- Explore
- Engage – Part one
- Engage – Part two
- Offer – Part one
- Offer – Part two
- Agree
- Onboard
- Onboarding practices
- Co-create – Part one
- Co-create – Part two
- Realise
- Realise – Practices
ITIL® 4 High Velocity IT learning modules
- Introduction
- Foundation recap
- Fundamentals concepts from HVIT
- HVIT and SVS
- Principles and models of HVIT
- Introduction to techniques and practices
- Techniques and practices – Valuable investments
- Techniques and practices – Fast development – Part 1
- Techniques and practices – Fast development – Part 2
- Techniques and practices – Resilient operations – Part 1
- Techniques and practices – Resilient operations – Part 2
- Techniques and practices – Co-created value
- Techniques and practices – Assured conformance
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