ITIL 4 Managing Professional Transition Training Materials (PowerPoint PPTX)

ITIL4 Managing Professional Training Course, with many exercises and sample exam questions, a 530-slide PowerPoint Training presentation.

This course provides those IT leaders, practitioners, and support staff who already hold the ITIL v3 expert (or have 17 points under the ITIL v3 scheme) with a transition to the ITIL 4 Managing Professional designation. Students will understand the service value system's key concepts that enable the successful management of modern IT-enabled services. It also prepares delegates for the ITIL 4 Managing Professional Transition examination, leading to the award of ITIL 4 Managing Professional status. The course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.

Being certified in ITIL 4 EXPERT will demonstrate that you become an expert in the holistic end-to-end picture of what it really means to contribute to business value, integrating concepts from models such as Lean IT, Agile, and DevOps.

Benefits of ITIL 4:

ITIL 4 is the most popular approach to IT service management in the world and is used by many successful major organizations. It helps businesses to ensure that their IT aligns with their business goals. As it is an AXELOS best practice method, it has been formed from the opinions and experiences of a whole community of IT professionals, including the UK government.

ITIL provides a framework for managing all aspects of IT service delivery, from developing and deploying new services to improving and replacing existing ones. It helps ensure IT delivers business value and provides for the needs of its customers and users. ITIL also maps to the ISO/IEC 20000 international service management standard, and its recommendations can be used to help organizations ensure they meet the standard.

KEY TOPICS ONBOARDING AND OFFBOARDING
•  Planning onboarding
•  Relating with users and fostering relationships
•  Providing user engagement and delivery channels
•  Enabling users for service
•  Elevating mutual capabilities
•  Offboarding
•  Developing engagement and delivery channels

REQUESTING ACCESS TO SERVICES
•  Pushed to the end user: for example a mandatory security patch.
•  Pulled by the end user: for example, installing a piece of software to support an activity.
•  Tailored – customization is possible: for example, cable TV offered with or without sports, films, children's channels.
•  Out of the box – a standard service is offered to all users: for example, a landline phone connection

REALIZE & VALIDATE SERVICE VALUE
MEASURING CUSTOMER AND USER SATISFACTION INCLUDES:
•  Measuring the whole customer journey
•  Measuring CX and UX
•  Customer satisfaction surveys
•  Requesting and processing feedback

To be able to track, assess and validate service value, value must have been defined.
This could be done in a value proposition, acceptance criteria, benefit realization plan etc.
Value should be expressed in terms of business outcomes; if you are using SLAs to measure value, make sure they are not solely output focused.
Some providers are using XLAs to help them measure outcomes.