ITIL® 4 Man​aging Professional Transition Module

2.1: Understand how to plan and build a service value stream to create, deliver, and support services: 

• Understand the concepts and challenges relating to the following across the service value system: 

1. 1. Organisational structure (2.1.1) 
   2. Collaborative culture (2.3.5,2.3.5.1-3) 
   3. Teams, roles & competencies (2.2.1-2, 2.2.2.1-2) 
   4. Team culture and differences (2.3.1-5) 
   5. Working to a customer-orientated mindset (2.3.6, 2.3.6.1) 
   6. Employee satisfaction management (2.2.4) 
   7. The value of positive communications (2.3.7, 2.3.7.1) 

• Know how to plan and manage resources in the service value system: 

1. 1. Team collaboration and integration (2.3.3, 2.3.5) 
   2. Workforce planning (2.2.3) 
   3. Results based measuring and reporting (2.2.5, 2.2.5.1) 

2.2: Know how relevant ITIL practices contribute to the creation, delivery and support across the SVS and value streams 

• Know how to use a value stream to design, develop and transition new services (4, 4.1, 4.1.1-7, 4.2.1-2, 4.2.2.1-4.2.2.7) 
• Know how to use a value stream to provide user support (4, 4.1, 4.1.1-7, 4.2.1, 4.2.2, 4.2.2.1-8) 

2.3: Know how to create, deliver and support services 

• Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including: 

1. 1. Managing queues and backlogs (5.1.1, 5.2.1, 5.2.1.1-2) 
   2. Prioritizing work (5.1 including all subsections) 

3.1: Understand how customer journeys are designed 

• Understand the concept of the customer journey (2, 2.1, 2.2) 

3.2: Know how to foster stakeholder relationship 

• Understand the concepts mutual readiness and maturity (4.3.5) 
• Understand the different supplier and partner relationship types, and how these are managed (4.4, 4.2, 4.2.1-3) 
• Know how to develop customer relationships (4.1, 4.1.1-2, 4.3, 4.3.1-4 (including all subsections) 

3.3: Know how to shape demand and define service offerings 

• Understand methods for designing digital service experiences based on value driven, data driven and user centred service design (5.3, 5.3.1-6) 
• Understand approaches for selling and procuring service offerings (5.4, 5.4.1-3) 

3.4: Know how to onboard and offboard customers and users 

• Understand key transition, onboarding and offboarding activities (7) 
• Understand the ways of relating with users and fostering user relationships (7.2, 7.2.1-2) 
• Understand how users are authorized and entitled to services (7.4) 
• Understand different approaches to mutual elevation of customer, user and service provider capabilities (7.5) 
• Know how to prepare onboarding and offboarding plans (7.1, 7.1.1-4, 7.6, 7.6.1-2, 7.7) 
• Know how to develop user engagement and delivery channels (7.3) 

3.5: Know how to act together to ensure continual value co-creation (service consumption / provisioning) 

• Understand how users can request services (8.2, 8.2.1-2, 8.2.4-5) 
• Understand the concepts of customer and user (8.3, 8.3.1) 
• Understand methods for encouraging and managing customer and user feedback (8.2.6) 
• Understand the concept of 'moments of truth' (8.2.4) 

3.6: Know how to realise and validate service value 

• Understand methods for measuring service usage and customer and user experience and satisfaction (9.2.2, 9.3.3) 
• Understand methods to track and monitor service value (outcome, risk, cost and resources) (9.2, 9.2.1-3, 9.3) 
• Understand different types of reporting of service outcome and performance (9.2.1, 9.3, 9.5.1) 
• Understand charging mechanisms (9.4, 9.5.4) 
• Know how to validate service value (9.3) 
• Know how to evaluate and improve the customer journey (9.4, 9.4.1-2) 

4.1: Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT 

• Understand the following terms: 
  1. Digital organization (2.3) 
  2. High velocity IT (2.1) 
  3. Digital transformation (2.4) 
  4. IT transformation (2.4.1) 
  5. Digital product (2.6.1) 
  6. Digital technology (2.2) 
• Understand when the transformation to high velocity IT is desirable and feasible (2.1) 
• Understand the five objectives associated with digital products – to achieve: 

1. 1. Valuable investments – strategically innovative and effective application of IT (2.5.1, 4, 4.1) 
   2. Fast development - quick realization and delivery of IT services and IT-related products (2.5.1, 4, 4.2) 
   3. Resilient operations - highly resilient IT services and IT-related products (2.5.1, 4, 4.3) 
   4. Co-created value - effective interactions between service provider and consumer (2.5.1, 4, 4.4) 
   5. Assured conformance - to governance, risk and compliance (GRC) requirements (2.5.1, 4, 4.5) 

4.2: Understand the digital product lifecycle in terms of the ITIL ‘operating model’ 

• Understand how high velocity IT relates to: 

1. 1. The four dimensions of service management (2.6.6, 2.6.6.1-4, 2.6.7) 
   2. The ITIL service value system (2.6, 2.6.3, 2.6.3.1, 2.6.3.2, 2.6.4) 
   3. The service value chain (2.5.1, 2.6.3, 2.6.3.1, 2.6.3.2, 2.6.4) 
   4. The digital product lifecycle (2.6.2)

4.3: Understand the importance of the ITIL Guiding Principles and other fundamental concepts for delivering high velocity IT 

• Understand the following principles, models and concepts: 

1. 1. Ethics (3.2.1, 3.2.1.1)
   2. Safety culture (3.2.2.2, tab 3.2)
   3. Lean culture (3.2.3.2, tab 3.3)
   4. Toyota Kata (3.2.3.3.1)
   5. Lean / Agile / Resilient / Continuous (2.5.2, 2.5.2.1-4, tab 2.2) 
   6. Service-dominant logic (2.5.2.5) 
   7. Design thinking (3.2.1.2) 
   8. Complexity thinking (3.2.3.1) 

• Know how to use the following principles, models and concepts: 

- Ethics
- Safety culture 
- Lean culture 
- Toyota Kata 
- Lean / Agile / Resilient / Continuous 
- Service-dominant logic 
- Design thinking 
- Complexity thinking 
(3.2, 3.2.1, 3.2.1.1, 3.2.2.2, tab 3.2, 3.2.3.2, tab 3.3, 3.2.3.3.1, 2.5.2, 2.5.2.1-4, tab 2.2, 2.5.2.5, 3.2.1.2, 3.2.3.1)

   to contribute to: 

1. Help get customers’ jobs done (3.1.4, tab 3.1) 
2. Trust and be trusted (3.1.2, tab 3.1) 
3. Continually raise the bar (3.1.3, tab 3.1) 
4. Accept ambiguity and uncertainty (3.1.1, tab 3.1) 
5. Commit to continual learning (3.1.5, tab 3.1)

5.1: Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context 

• Identify the scope of control and within this: 

1. 1. Know how to cascade objectives and requirements (1.3.1.1, 2.1.3, 2.1.4) 
   2. Know how to define effective policies, controls and guidelines (2.5.2, 2.5.2.1-2, 2.5.3) 
   3. Know how to place decision-making authority at the correct level (2.2.2) 

5.2: Understand the role of GRC and know how to integrate the principles and methods into the service value system 

• Understand the role of risk and risk management in DPI (2.3, 2.3.1-2) 
• Understand how governance impacts DPI (2.2, 2.2.1, 2.2.1.1, 2.2.2, 2.2.3) 
• Know how to ensure that controls are sufficient, but not excessive (2.5.2.1) 

5.3: Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction planning and improvement 

• Understand the nature, scope and potential benefits of organizational change management (6.3, 6.3.1, 6.3.2, 6.3.2.1-3, the ‘organizational change management’ practice) 
• Know how to use the key principles and methods of Communication & OCM 

1. 1. Identify and manage different types of stakeholders (6.2, 6.2.1, 6.2.2) 
   2. Effectively communicate with and influence others (6.1.2 - 6.1.2.5, 6.3.2, 6.3.2.1-3, tab 6.2) 
   3. Establish effective feedback channels (6.1.2.1, 6.1.5, 6.1.6)