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HIGHLIGHTS
BENEFITS OF DOCUMENT
DOCUMENT DESCRIPTION
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.
Got a question about the product? Email us at [email protected] or ask the author directly by using the "Ask the Author a Question" form. If you cannot view the preview above this document description, go here to view the large preview instead.
Source: Best Practices in ITIL PowerPoint Slides: ITIL 4 Managing Professional Transition Training Materials PowerPoint (PPTX) Presentation, Samir Faraj
ABOUT THE AUTHOR: SAMIR FARAJ
Founder of The Innovation Company - Istanbul - Turkey
I am an ITIL4 Expert, TOGAF, COBIT, CLOUD COMUTING PRINCE2, SCRUM MASTER, ISO9001, ISO27001 Certified, with 19 Years of professional hands-on experience in implementing ITIL, provided many assessments and consultations to public and private sectors.
[read more]
Technically advanced and object-oriented professional offering extensive experience in varied streamlining IT functions. Excel at spearheading IT projects from inception to successful completion within set deadlines. Skilled in creating, training, and leading cross-functional teams to meet short- and long-term business objectives. Well-versed in collaborating with cross-functional teams to efficiently utilize project resources and manage day-to-day operations. Adept at liaising with cross-functional teams and senior leadership for supporting strategic decisions. Proven track record in training and mentoring team members aimed at providing exceptional IT services in line with company standards. Knowledgeable in Web Design such as WordPress, SEO, Digital Marketing, eCommerce, and Facebook and Instagram marketing. Proficient in leveraging Google AdWords and social media such as Twitter, Facebook, Instagram, and LinkedIn.
DETAILS
This business document is categorized under the function(s): Information Technology Strategy, Marketing, & Sales
It applies to IT Consulting
File Type: PowerPoint (pptx)
File Size: 8.6 MB
Number of Slides: 541 (includes cover, transition, & marketing slides)
Related Topic(s): ITIL
Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.
Initial upload date (first version): Feb 8, 2021
Most recent version published: Nov 8, 2021
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