ITIL® 4 Managing Professional Transition

· Understand the key concepts of service management

· Describe the key concepts of service relationships
o Service offering
o Service relationship management
o Service provision
o 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
o Focus on value
o Start where you are
o Progress iteratively with feedback
o Collaborate and promote visibility
o Think and work holistically
o Keep it simple and practical
o 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:
o Plan
o Improve
o Engage
o Design & transition
o Obtain/build
o 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:
o Organisational structure
o Integrated/collaborative teams
o Team capabilities, roles, competencies
o Team culture and differences
o Working to a customer-orientated mindset
o Employee satisfaction measurement

· Understand planning and managing resources in the service value system:
o Team collaboration and integration
o Workforce planning
o Results based measuring and reporting

· Know how to design, develop and transition a value stream for new services using the following ITIL practices:
o Service design
o Software development and Management
o Deployment management
o Release management
o Service Validation and testing
o Change Control

· Know how to provide user support value stream using the following ITIL practices:
o Service desk
o Incident management
o Problem management
o Knowledge management
o Service level management
o 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:
o Buy vs build considerations
o Sourcing options
o 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:
o Digital organization
o High velocity IT
o Digital transformation
o 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:
o Valuable ideas – strategically innovative and effective application of IT
o Fast development - quick realization and delivery of IT services and IT-related products
o Resilient operations - highly resilient IT services and IT-related products
o Co-created value - effective interaction between service provider and consumer
o Assured conformance - to governance, risk and compliance (GRC) requirements. 

· Understand how high velocity IT relates to:
o The service value system
o The ITIL service value chain
o The four dimensions of service management
o  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:
o Organizational system

§ Systems thinking
§ Complexity thinking
§ Promise theory
o Digital products

§ Design thinking
§ Service-dominant logic
§ Ethics
o Work

§ Lean
§ Agile
§ DevOps
· Know how to drive customer value (the customer journey)

· Know how to foster customer relationships, by:
o Providing informed feedback to assess and promote mutual understanding
o Assessing mutual readiness and maturity

· Know how to define requirements and service offerings, by:
o Prioritising and authorising portfolio investments
o Managing the full product/service lifecycle
o Selling and procuring service offerings
o 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:
o Service interaction
o ‘Moments of truth’
o Communities of practice
o Encouraging and managing customer feedback

· Know how to realise and validate service value, by:
o Realising, tracking and monitoring service value outcome, risk, cost and resources
o Reporting service outcome and performance
o Validating service value
o Establishing charging mechanisms
o Evaluating the customer journey
o Know how to drive user value (the service user journey)

· Describe user relationship management by:
o Promoting and marketing services
o Relating with service users and fostering relationships
o Using knowledge sharing to improve service user relations and performance
o Profiling and proactive use of real-time end-user computing data

· Know how to engage with service users by:
o Developing engagement and delivery channels
o Fostering service attitude, behaviour and culture (ABC)
o Personalizing the user engagement experience
o Providing proactive and outgoing support

· Know how to co-create user service experiences by:
o Interacting, co-creating value and realising outcome (Service usage / consumption)
o Resolving service issues
o Automatically fulfilling requests or resolving issues
o Measuring and managing user experience

· Know how to realise and validate user service value by:
o Managing and measuring service usage, user experience, service outcome and performance
o 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:
o Know how to cascade goals and requirements
o Know how to define effective policies, controls and guidelines
o 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
o 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:
o Identify and manage different types of stakeholders
o Effectively communicate with and influence others
o Establish effective feedback channels