ITIL® Managing Professional Transition (Version 5)

• Understand the key concepts of service management
• Understand how the ITIL guiding principles can help an organization adopt and adapt service management
• Understand the four dimensions of service management
• Understand the purpose and components of the ITIL service value system
• Understand the activities of the service value chain, and how they interconnect

Create, Deliver, and Support

• Understand how to plan and build a service value stream to create, deliver, and support services
• Know how relevant ITIL practices contribute to the creation, delivery and support across the SVS and Value streams
• Know how to create, deliver and support services

High Velocity IT

• Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
• Understand the digital product lifecycle in terms of the ITIL ‘operating model’
• Understand the importance of the ITIL Guiding Principles and other fundamental concepts for delivering high velocity IT

Drive Stakeholder Value

• Understand how customer journeys are designed
• Know how to foster stakeholder relationships
• Know how to shape demand and define service offerings
• Know how to onboard and offboard customers and users
• Know how to act together to ensure continual value co-creation (service consumption / provisioning)
• Know how to realise and validate service value

Direct, Plan, and Improve

• Understand the scope and activities relevant to Direct and plan
• Understand the role of GRC and how to integrate the principles and methods into the service value system
• Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement