Overview

Active Learning is the leading provider of ITIL Training and Certification in the Philippines.

ITIL Certification Training Philippines

ITIL® is a registered trademark of AXELOS Limited. Used under licence of AXELOS Limited. All rights reserved.

Course Benefits

ITIL Training and Certification Philippines

This ITIL® 4 Managing Professional Transition certification training provides a holistic picture of the critical knowledge that IT management professionals require as related to the 2019 ITIL 4 services value system. The course recognizes your existing achievements in ITIL and allows you to gain the latest skills needed for ITIL and IT system management.

As the title implies, the ITIL 4® Managing Professional Transition is designed to transition ITIL Experts or ITIL v3 candidates across to ITIL 4 efficiently. The transition module consists of a certified training course enabling ITIL v3 certified professionals to transition to ITIL 4.

You Will Learn

  • The key concepts of service management
  • How ITIL’s guiding principles can help an organization adopt and adapt to service management
  • The four dimensions of service management
  • The purpose and components of the ITIL service value system
  • The activities of the service value chain and how they interconnect
  • How to plan and build a service value stream to create, deliver, and support services
  • How relevant ITIL practices contribute to creation, delivery, and support across the SVS and value streams
  • How to create, deliver, and support services
  • Concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
  • The digital product lifecycle in terms of the ITIL operating model
  • The importance of the ITIL Guiding Principles and other fundamental concepts for delivering high velocity IT
  • How customer journeys are designed
  • How to foster stakeholder relationships
  • How to shape demand and define service offerings
  • The process of onboarding and offboarding customers and users
  • How to collaborate to ensure continual value co-creation
  • How to realize and validate service value
  • The scope and activities relevant to Direct and Plan
  • The role of GRC and how to integrate its principles and methods into the SVS
  • Organizational change management methods to direct, plan and improve IT within your company

Who Should Attend

This ITIL Managing Professional Transition certification training is aimed at:

  • IT managers and support teams
  • IT architects, planners, and consultants
  • System administrators and analysts
  • Operations managers
  • Database administrators
  • Service delivery professionals
  • Quality analysts
  • Application management teams and development teams
  • Process owners and practitioners

Prerequisites:

To attend ITIL Managing Professional Transition certification training, you need:

  • An ITIL Expert (v3) certificate or
  • A minimum of 17 credits from the Foundation and Intermediate/Practitioner/Manager modules from previous versions or
  • An ITIL 4 Foundation certificate and 15 credits from the ITIL V3 system. In other words, if you have passed (or are prepared to take) the MALC exam, then you are eligible to complete this transition module to obtain your ITIL 4 certification

About the Exam

This ITIL Managing Professional Transition certification program lasts two and a half days and the exam takes place at the end of the training.

  • Multiple choice
  • 40 questions
  • Passing Score of 70%
  • 90 minutes
  • Closed Book

ITIL 4 Certification Scheme

To attain ITIL 4 Managing Professional, these modules are required to achieve: 

  • ITIL 4 Foundation
  • ITIL 4 Create, Deliver and Support (CDS)
  • ITIL 4 Drive Stakeholder Value (DSV)
  • ITIL 4 High-Velocity IT (HVIT)
  • ITIL 4 Direct, Plan, and Improve (DPI)

ITIL Training and Certification Philippines


Course Outline

Course Introduction

  • ITIL 4 Managing Professional Transition
  • ITIL 4 MP Transition Examination Design

ITIL 4 Foundation

  • ITIL 4 Foundation
  • Key Concepts of Service Management
  • Stakeholders of Service Management
  • Service Consumer
  • Other Stakeholders
  • Service Offerings
  • Service Relationship
  • The ITIL Guiding Principles
  • Focus on Value
  • Applying the Principle
  • Start Where You Are
  • Applying the Principle
  • Progress Iteratively with Feedback
  • Applying the Principle
  • Collaborate and Promote Visibility
  • Applying the Principle
  • Think and Work Holistically
  • Keep It Simple and Practical
  • Optimize and Automate
  • Applying the Principle
  • Four Dimensions of Service Management
  • Organizations and People
  • Information and Technology
  • Selecting the Right Technology
  • Partners and Suppliers
  • Organization Strategy
  • Value Streams and Processes
  • Processes
  • Service Value System (SVS)
  • Siloed Organizations
  • The Service Value Chain
  • Plan
  • Improve
  • Engage
  • Design and Transition
  • Obtain or Build
  • Deliver and Support
  • Service Value Streams

Create, Deliver, and Support (CDS)

  • Create Deliver and Support
  • Organizational Structure
  • Differences in Organizational Structure
  • Integrated or Collaborative Teams
  • Algorithmic and Heuristic Tasks
  • Team Capabilities, Roles, Competencies
  • Professional ITSM Skills and Competencies
  • Generalist or T-Shaped Models
  • Developing a broad-set of competencies
  • Workforce Planning and Management
  • Employee Satisfaction Management
  • Results-Based Measuring and Reporting
  • Performance Measures
  • Team Culture and Differences
  • Importance of Cultural Fit
  • Team Collaboration and Integration
  • Working to a Customer-Oriented Mindset
  • Customer Experience
  • The Value of Positive Communication
  • Communication Principles
  • ITIL Service Value Streams
  • Value Streams and Organizations
  • Value Stream Considerations - Part One
  • Value Stream Considerations - Part Two
  • Value Stream Considerations - Part Three
  • Design a Service Value Stream
  • Describing a Service Value Stream
  • Value Stream Mapping
  • Metrics for Analyzing a Value Stream
  • Designing a Value Stream Using Littles Law
  • Model Value Streams for CDS
  • Development of a New Service
  • Acknowledge and Document the Service Requirements
  • Decide Whether to Invest in the New Service
  • Design and Architect the New Service to Meet Customer Requirements
  • Obtain or build within the Service Value Chain
  • Deploy Service Components in Preparation for Launch
  • Release New Service to Customers and Users
  • Restoration of a Live Service
  • Acknowledge and Register the User Query
  • Investigate the Query, Reclassify It as an Incident and Attempt to Fix It
  • Obtain a Fix from the Specialist Team
  • Deploy the Fix
  • Verify That the Incident Has Been Resolved
  • Request Feedback from the User
  • Identify Opportunities to Improve the Overall System
  • Prioritization
  • How to Prioritize Work
  • Techniques for Prioritizing Work
  • Techniques on Multiple Factors
  • Swarming
  • Challenges of Swarming
  • Shift-Left Approach

Drive Stakeholder Value (DSV)

  • Drive Stakeholder Value
  • The Customer Journey
  • Mastering the Customer Journey
  • Stakeholder Aspirations
  • Communication, Cooperation, and Collaboration
  • Modes of Listening
  • Diversity
  • Service Relationships
  • Basic Relationship
  • Collaborative Relationship
  • Partnership Relationship
  • Build Service Relationships
  • Service Relationship Ladder Step One
  • Service Catalog
  • Customer Relationship Management (CRM)
  • Service Relationship Ladder: Step Two
  • Service Relationship Ladder: Step Three
  • Service Relationship Ladder: Step Four
  • Service Relationship Ladder: Step Five
  • Maturity Assessment and Benchmarking
  • Assessing Readiness for Collaboration
  • Managing Suppliers and Partners
  • Service Offerings and User Experience
  • Lean Thinking
  • Agile Philosophy
  • Continuous Delivery Methods
  • User Centered Design and Service Design Thinking
  • Service Blueprint
  • Designing for Onboarding
  • Selling Service Offerings
  • Internal Sales
  • External Sales
  • Onboard
  • Relating with Users and Fostering Relationships
  • Fostering Relationships with Corporate Users
  • Integration and Interaction Between Teams
  • Fostering Relationships with Individual Users
  • Omnichannel Management
  • Technological Solutions Description
  • Technological Approaches Challenges and Solutions
  • Technological Approaches Required Resources
  • Enable Users for Service
  • Enable Users for Service Practices and Tools
  • Elevate Mutual Capabilities
  • Planning Onboarding
  • Onboarding Goals
  • Onboarding Scope
  • Onboarding Customer and Users Onboarding Actions
  • User Onboarding
  • Onboarding Control
  • Reviewing Onboarding Control
  • Offboarding Customers and Users
  • Customer Offboarding
  • User Offboarding
  • Service Transition Onboarding and Offboarding
  • Approaches to Provide Services to Users
  • Service Interactions
  • Service Requests
  • Service Desk Interactions
  • Moments of Truth
  • Intelligent Disobedience
  • Nurturing User Communities
  • Super Users
  • Customer and User Feedback
  • Tracking Value Realization
  • Tracking,Performance,Output,and Outcome
  • Models for Business Change
  • Tracking Experience and Satisfaction
  • Ways to Monitor Customer Experience
  • Tracking Service Usage
  • Assessing and Reporting Value Realization
  • Two Levels of Value Realization Assessment and Reporting
  • Assessment Results
  • Tracking, Assessing, and Evaluating Outcomes
  • Evaluating Value Realization and Improving Customer Journeys
  • Evaluation and Verification
  • Continual Improvement

High Velocity IT (HVIT)

  • High Velocity IT
  • Key Concepts of High Velocity IT
  • Digital Technology
  • Digital Organization
  • Digital Transformation
  • IT Transformation
  • Digital Products
  • Service Interactions
  • High Velocity IT Objectives
  • High Velocity IT Objectives - Techniques
  • HVIT Objectives Techniques
  • The Four Dimensions of Service Management
  • High Velocity IT - Organizations and People
  • High Velocity IT - Information and Technology
  • High Velocity IT Partners and suppliers
  • High Velocity IT Value Streams and Processes
  • Value Streams
  • Making Value Streams Effective
  • Service Value Chain
  • Value Chain Activities Combined With Devops
  • Service Consumer and Service Provider Interactions
  • Digital Product Life Cycle
  • Digital Product Life Cycle Customer Perspective
  • Key Characteristics of High Velocity IT Approaches
  • Lean Approaches
  • Agile Approaches
  • Resilient Approaches
  • Continuous Approaches
  • Service Dominant Logic
  • Models and Concepts of HVIT Culture
  • Guiding Principles Models and Concepts People
  • Guiding Principles Models and Concepts Progress
  • Cynefin Model
  • Lean Culture
  • ITIL Continual Improvement Model
  • Toyota Kata
  • The OODA Loop
  • Continual Improvement Behavior Patterns
  • Key Behavior Patterns

Direct, Plan, and Improve (DPI)

  • Direct Plan and Improve
  • Risks and Controls
  • Strategy and Strategic Planning
  • Defining Effective Policies
  • Defining Effective Controls
  • Defining Effective Guidelines
  • Decision Making at the Right level
  • Role of Risk Management of Listening
  • Regulations and Legislation
  • Structures and Methods for Decision Making
  • Basics of Organizational Change Management (OCM)
  • Essentials for Successful Improvement
  • OCM Throughout Direction Planning and Improvement
  • Identifying and Communicating with Stakeholders
  • Stakeholder Mapping
  • Understanding Stakeholders
  • Communications Principles
  • Communication Is a Two Way Process
  • We Are All Communicating All the Time
  • Timing and Frequency Matter
  • No Single Method of Communication Works for Everyone
  • The Message Is in the Medium
  • Communication Methods and Media
  • Examples of Communication Methods
  • Defining and Establishing Feedback Channels