Learning outcomes
- Understand service design and transition
- Effectively manage suppliers and stakeholders
- Implement emerging technologies such as cloud computing and automation
- Design, deliver and continually improve IT services
COURSE CURRICULUM
Module 01 : Foundation Concepts
- Service Relationships
- Guiding Principles
- Four Dimensions of Service Management
- ITIL® Service Value System
- Service Value Chain
- ITIL® 4 Practices
- Unit Summary
Module 02 : Understand the Key Concepts of Direct, Plan & Improve
- Key Terms
- Some Key Concepts and Their Differences
- Concepts of Value, Outcomes, Costs & Risks and Their Relationships to Direction, Planning & Improvement
- Unit Summary
Module 03 : Scope of What Is To Be Directed and/or Planned
- Strategy, Scope of Control and Cascading Goals
- Unit Summary
Module 04 : The Role of GRC (Governance, Risk and Compliance)
- Role of Risk and Risk Management in DPI
- Impact of Governance in DPI
- Unit Summary
Module 05 : How to Use the Key Principles and Methods of Continual Improvement
- How to Use the ITIL Continual Improvement Model to Improve the SVS
- How to Identify Assessment Objectives, Outputs, Requirements and Criteria
- How to Select an Appropriate Assessment Method for A Particular Situation
- How to Define and Prioritise Desired Outcomes of an Improvement
- How to Build, Justify and Advocate for A Business Case
- Know How to Conduct: Improvement Reviews and Analysis of Lessons Learned
- How to Embed Continual Improvement At All Levels Of the SVS
- Unit Summary
Module 06 : Key Principles and Methods of Communication and Organisational Change Management for DPI
- Organisational Change Management
- Communication
- Establish Effective Interfaces across the Value Chain
- Unit Summary
Module 07 : The Key Principles and Methods of Measurement and Reporting In DPI
- Define Indicators and Metrics
- Unit Summary
Module 08 : How to DPI Value Streams and Practices
- Select and Use the Appropriate Methods and Techniques DPI Value Streams and Practices
- Differences Between Value Streams and Practices
About the Tutor
Ian MacDonald, the accomplished director of Edenfield IT Consulting. With over 40 years of experience in the industry, Ian is a seasoned ITIL® veteran who has achieved international recognition for his thought leadership.
Since 2015, Ian has been instrumental in creating and delivering ITIL® training materials and providing ITIL® consulting services to organisations worldwide. His illustrious career includes prominent leadership roles at reputable organisations such as Barclays, IBM, and The Corporate IT Forum.
As a Chartered IT Professional, author, and many-time IT award winner (PSMA – 2020, 2021, 2022, ITSMF – 2015), Ian is known as an industry leader in IT Service Management. He is also a regular contributor and speaker at industry bodies and forums on IT best practices.
Ian has a passion for technology and a proven track record in managing teams, driving business growth, and developing successful strategies in highly competitive markets. As an established ITSM consultant and trainer, he helps organisations adopt and adapt IT best practices.
Awarded by
Axelos
Established in 2013, Axelos is a joint venture between the UK’s Cabinet Office and Capita PLC. As a global leader in workplace best practices, Axelos is responsible for the world’s most recognised methodologies (PRINCE2®, ITIL® 4, MSP®). Axelos provides training and certification for organisations and individuals across sectors, in no less than 200 countries and 23 languages. Their established guidance continues to unlock potential worldwide. With Axelos, you can stay ahead of the game and open new doors. 97% of organisations and 84% of individuals attest to the positive impact of Axelos certification. Source: Axelos, 2023
Certification
ITIL® 4 Managing Professional Certificate
Upon successful completion of all four module official exams, candidates will be awarded the ITIL® 4 Managing Professional Certificate, issued by Axelos.
Exam Details:
Official exam by Axelos
Exam format:
- Multiple-choice
- 90 minutes
- 40 questions in total
- 28/40 marks to pass (70%)
- Closed book exam (no materials allowed)
.png){kind=logo}
