ITIL® 4 Managing Professional – Compact

Learning Objects

Modul 1

Create, Deliver & Support (CDS) & Direct, Plan & Improve (DPI)

• You will enhance your basic knowledge of the key concepts of Direct, Plan & Improve
• You will develop an understanding of how to meaningfully integrate governance, risk and compliance (GRC) in the service value system.
• You will acquire comprehensive knowledge of how the key concepts and methods of an IT organization which is learning and continuously improving itself extend to other areas.
• You will acquire comprehensive knowledge for the conception, planning and creation of IT-based services, their delivery and support (create, deliver, support)
• You will develop an understanding of how to integrate different value streams and discover the corresponding practices, tools and methods.
• You will enhance your expertise on the topics of service performance, service quality and service optimization methods

Modul 2

Drive Stakeholder Value (DSV) & High Velocity IT (HVIT)

• You will understand the customer journey
• You will learn how to promote stakeholder relations
• Expertise on shaping demand and defining services offered
• Expertise on the onboarding and offboarding of customers and users
• You will learn how to act in partnership to ensure continuous value creation (consumption /supply of services)
• Expertise on the realization and validation of service value
• Understanding of service marketing and negotiating agreements.
• You will understand the concepts of high velocity with which digital companies have to concern themselves, including the resulting requirements of IT.
• You will get to know the digital product lifecycle in the sense of the ITIL ‘operating model’
• You will learn the meaning of the ITIL guiding principles and other basic concepts for the supply of high velocity IT

Content

Modul 1

Create, Deliver & Support (CDS) & Direct, Plan & Improve (DPI)

• Fundamentals of Direct, Plan and Improve
• Strategy and basic orientation
• Assessment and planning
• Evaluation and reporting
• Continuous further development
• Communication and organizational development
• The Service Value System
• The professionalization of IT and IT service management
• Use of information and technology to create, deliver and support services
• Service value streams to create, deliver and support services

Modul 2

Drive Stakeholder Value (DSV) & High Velocity IT (HVIT)

• Establish customer relations
• Create a customized service offering
• Onboarding and offboarding of new customers
• Value co-creation – shared value creation
• Validation of value creation
• Digital organization and transformation
• The 5 objectives of digital products
• Principles, models and concepts of the digital world

Participants & Prerequisites

Target group:

• Managers or
• Employees of service or IT organizations,
• IT professionals or
• Business managers

who wish to enhance their ITIL^® 4 knowledge and/or aspire to the status of an ITIL^® 4 Managing Professional.

Requirements:

• ITIL^® Foundation certification

Certification

Module 1: ITIL^® 4 CDS und DPI certificate

Module 2: ITIL^® 4 DSV und HVIT certificate

The examinations are held after the seminar. This are a multiple-choice examination with 40 questions which must be answered in 90 minutes. To earn the certificate you must answer 28 of 40 questions correctly, thus 70%.

Candidates who sit the examination in a language which is not their mother tongue or candidates with special requirements (e.g. health restrictions) are entitled to an extended examination time. Please inform us when you register if we should apply for an extended examination time for you.

Validity: unlimited

Examination language: ENGLISH