course overview
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Overview
This course is part of the ITIL Practice Manager or ITIL Managing Professional pathway. For more detailed information on the ITIL Master Pathway, please navigate to the bottom of this page.
This course is designed to provide the candidate with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services in a holistic way.
The course explores areas such as development, testing, knowledge, customer and employee feedback, new technologies, sourcing, and ways of managing work.
The course content reflects how IT service management (ITSM) has evolved in the 21st century and shows how service management today requires an open mindset and more collaborative ways of working.
As practices and approaches for creation of value continually evolve, IT, digital and service professionals need to constantly review and develop their skills, knowledge, and definitions of excellence. Therefore, this course focuses on individual and team professionalism, culture and service mindset.
This course will cover the use of relevant practices, methods and tools to enable successful creation, delivery and support of IT-enabled services and will also provide an understanding of service performance, service quality and improvement methods.
Audience
This course is aimed at IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation, and/or responsible for the operation of IT-enabled and digital services and for end-to-end support and delivery.
Roles include: Service Desk Directors/Managers; IT Infrastructure & Support Directors/Managers; Problem, Change, and Release Managers; DevOps Directors/Managers; Continual Improvement Program/Project Directors/Managers; Senior Service & Support Analysts; Process/Practice Owners; Service Level Management Directors/Managers.
Skills Gained
The objectives of this course is for you to:
Prerequisites
Learners must have an ITIL 4 Foundation certificate, or have attended and passed ITIL 4 Managing Professional Transition.
ITIL v3 or previous versions of ITIL Foundation certificates are NOT a valid prerequisite.
Outline
This certificated course consists of the following areas of learning.
Module – ITIL Foundation review
1 – Brief review of core ITIL 4 principles and concepts
Module – Concepts and challenges across the service value system
Delegates will be able to:
1 – Understand the different types of organisational structures
2 – Address the skills required for an effective service management person
3 – Understand the importance of team culture
4 – Apply positive communications best practice
5 – Manage workloads and apply different prioritisation techniques
6 – Understand the principle of value streams and value stream mapping
Module - Value stream model for creating a new service
Delegates will understand:
1 – The value stream steps for creating a new service
2 – The contribution to a new service value stream from the following practices: service design, change enablement, software development and management, service validation and testing, deployment management, release management practices
Module – Information and technology
Delegates will understand:
1 – The importance of integration activities as part of new service development and introduction
2 - The use of advanced technologies to enable CDS activities
3 – The growing relevance and importance of RPA, Machine Learning, AI and AIOps
3 – The application of CI/CD technologies to enhance CDS
Module - Value stream model for user support (restoration of a live service)
Delegates will understand:
1 – The value stream steps for supporting an existing live service
2 – The contribution to a support value stream from the following practices: service desk, incident management, problem management, knowledge management, service level management, monitoring and event management practices
Module - Sourcing options and supplier management
Delegates will understand how to:
1 – Better understand what affects sourcing considerations
2 – Take a broad view of the factors that influence build or buy of new service solutions
3 – Compare the use of different sourcing models and options
4 – Apply service integration and management activities with different models
Exam
PeopleCert exams take place remotely via PeopleCert Online Proctoring, and the afternoon of the last day of your course will continue with your learning until approximately 4.00pm. When booking your exam please ensure that it is for a time after the course has concluded and at a time convenient for you. You will be required to download and install ExamShield and conduct a compatibility test prior to sitting the exam.
The exam is a closed book examination, 90 minutes in duration and consists of 40 multi-choice questions. Successful candidates will need to score 28 or more out of 40 to pass.
Certification
PeopleCert examinations are remotely proctored. Once registered by the exam administration team you will receive an exam registration email directly from PeopleCert. This email will contain the necessary instruction on how to schedule your exam.
***Due to the current high demand for online exams, there may be limited time slots available. Delegates are invited to contact Peoplecert directly regarding the provision of additional sessions. We would recommend delegates follow this process and re-access the live calendar regularly as Peoplecert will add additional sessions where demand dictates. ***
If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. Its a cost effective option. One on one training can be delivered too, at reasonable rates.
Submit an enquiry from any page on this site and let us know you are interested in the requirements box, or simply mention it when we contact you.
All $ prices are in USD unless it’s a NZ or AU date
SPVC = Self Paced Virtual Class
LVC = Live Virtual Class
Our clients have included prestigious national organisations such as Oxford University Press, multi-national private corporations such as JP Morgan and HSBC, as well as public sector institutions such as the Department of Defence and the Department of Health.
