ITIL® 4 Managing Professional Transition Module Training

ITIL® 4 Managing Professional Transition Module Training

• Lesson 01 - Course Introduction

  13:00Preview

  • 1.01 ITIL 4 Managing Professional Transition

    06:18

  • 1.02 ITIL 4 MP Transition Examination Design

    06:42

• Lesson 02 - ITIL 4 Foundation

  01:04:12Preview

  • 2.01 ITIL 4 Foundation

    00:43

  • 2.02 Key Concepts of Service Management

    01:59

  • 2.03 Stakeholders of Service Management

    01:45

  • 2.04 Service Consumer

    01:42

  • 2.05 Other Stakeholders

    02:03

  • 2.06 Service Offerings

    01:43

  • 2.07 Service Relationship

    02:39

  • 2.08 The ITIL Guiding Principles

    01:21

  • 2.09 Focus on Value

    01:48

  • 2.10 Applying the Principle

    01:07

  • 2.11 Start Where You Are

    01:47

  • 2.12 Applying the Principle

    01:24

  • 2.13 Progress Iteratively with Feedback

    01:45

  • 2.14 Applying the Principle

    01:03

  • 2.15 Collaborate and Promote Visibility

    02:06

  • 2.16 Applying the Principle

    00:56

  • 2.17 Think and Work Holistically

    01:43

  • 2.18 Keep It Simple and Practical

    01:31

  • 2.19 Optimize and Automate

    01:57

  • 2.20 Applying the Principle

    02:10

  • 2.21 Four Dimensions of Service Management

    01:16

  • 2.22 Organizations and People

    02:27

  • 2.23 Information and Technology

    02:23

  • 2.24 Selecting the Right Technology

    02:09

  • 2.25 Partners and Suppliers

    01:37

  • 2.26 Organization Strategy

    02:02

  • 2.27 Value Streams and Processes

    02:02

  • 2.28 Processes

    01:45

  • 2.29 Service Value System (SVS)

    02:16

  • 2.30 Siloed Organizations

    02:24

  • 2.31 The Service Value Chain

    01:07

  • 2.32 Plan

    01:06

  • 2.33 Improve

    01:05

  • 2.34 Engage

    01:51

  • 2.35 Design and Transition

    01:11

  • 2.36 Obtain or Build

    01:17

  • 2.37 Deliver and Support

    01:15

  • 2.38 Service Value Streams

    00:50

  • 2.39 Key Takeaways

    00:57

  • Knowledge Check

• Lesson 03 - Create, Deliver, and Support (CDS)

  01:40:39Preview

  • 3.01 Create Deliver and Support

    00:40

  • 3.02 Organizational Structure

    02:11

  • 3.03 Differences in Organizational Structure

    02:09

  • 3.04 Integrated or Collaborative Teams

    01:54

  • 3.05 Algorithmic and Heuristic Tasks

    02:04

  • 3.06 Team Capabilities, Roles, Competencies

    02:08

  • 3.07 Professional ITSM Skills and Competencies

    03:20

  • 3.08 Generalist or T-Shaped Models

    01:39

  • 3.09 Developing a broad-set of competencies

    02:14

  • 3.10 Workforce Planning and Management

    01:54

  • 3.11 Employee Satisfaction Management

    02:48

  • 3.12 Results-Based Measuring and Reporting

    02:16

  • 3.13 Performance Measures

    01:08

  • 3.14 Team Culture and Differences

    01:50

  • 3.15 Importance of Cultural Fit

    01:05

  • 3.16 Team Collaboration and Integration

    05:39

  • 3.17 Servant Leadership

    01:03

  • 3.18 Working to a Customer-Oriented Mindset.

    02:07

  • 3.19 Customer Experience

    03:16

  • 3.20 The Value of Positive Communication

    01:51

  • 3.21 Communication Principles

    01:27

  • 3.22 ITIL Service Value Streams

    01:42

  • 3.23 Value Streams and Organizations

    03:08

  • 3.24 Value Stream Considerations - Part One

    01:33

  • 3.25 Value Stream Considerations - Part Two

    02:23

  • 3.26 Value Stream Considerations - Part Three

    01:33

  • 3.27 Design a Service Value Stream

    02:26

  • 3.28 Describing a Service Value Stream

    02:00

  • 3.29 Value Stream Mapping

    02:38

  • 3.30 Metrics for Analyzing a Value Stream

    02:46

  • 3.31 Designing a Value Stream Using Littles Law

    01:54

  • 3.32 Model Value Streams for CDS

    00:51

  • 3.33 Development of a New Service

    03:13

  • 3.34 Acknowledge and Document the Service Requirements

    00:36

  • 3.35 Decide Whether to Invest in the New Service

    01:00

  • 3.36 Design and Architect the New Service to Meet Customer Requirements

    00:45

  • 3.37 Obtain or build within the Service Value Chain

    01:23

  • 3.38 Deploy Service Components in Preparation for Launch

    00:41

  • 3.39 Release New Service to Customers and Users

    01:26

  • 3.40 Restoration of a Live Service

    02:12

  • 3.41 Acknowledge and Register the User Query

    00:30

  • 3.42 Investigate the Query, Reclassify It as an Incident and Attempt to Fix It

    00:40

  • 3.43 Obtain a Fix from the Specialist Team

    00:45

  • 3.44 Deploy the Fix

    01:05

  • 3.45 Verify That the Incident Has Been Resolved

    00:38

  • 3.46 Request Feedback from the User

    00:43

  • 3.47 Identify Opportunities to Improve the Overall System

    01:04

  • 3.48 Prioritization

    03:15

  • 3.49 How to Prioritize Work

    01:02

  • 3.50 Techniques for Prioritizing Work

    03:26

  • 3.51 Techniques on Multiple Factors

    01:03

  • 3.52 Swarming

    02:13

  • 3.53 Challenges of Swarming

    01:18

  • 3.54 Shift-Left Approach

    02:51

  • 3.55 Key Takeaways

    01:13

  • Knowledge Check

• Lesson 04 - Drive Stakeholder Value (DSV)

  02:37:05Preview

  • 4.01 Drive Stakeholder Value

    00:41

  • 4.02 The Customer Journey

    01:38

  • 4.03 Mastering the Customer Journey

    02:13

  • 4.04 Stakeholder Aspirations

    02:20

  • 4.05 Communication, Cooperation, and Collaboration

    01:48

  • 4.06 Modes of Listening

    02:55

  • 4.07 Diversity

    00:39

  • 4.08 Service Relationships

    01:18

  • 4.09 Basic Relationship

    01:57

  • 4.10 Collaborative Relationship

    01:57

  • 4.11 Partnership Relationship

    01:46

  • 4.12 Build Service Relationships

    02:08

  • 4.13 Service Relationship Ladder Step One

    01:53

  • 4.14 Service Catalog

    01:28

  • 4.15 Customer Relationship Management (CRM)

    01:25

  • 4.16 Service Relationship Ladder: Step Two

    02:14

  • 4.17 Service Relationship Ladder: Step Three

    02:35

  • 4.18 Service Relationship Ladder: Step Four

    02:34

  • 4.19 Service Relationship Ladder: Step Five

    02:15

  • 4.20 Maturity Assessment and Benchmarking

    03:29

  • 4.21 Assessing Readiness for Collaboration

    02:34

  • 4.22 Managing Suppliers and Partners

    02:32

  • 4.23 Service Offerings and User Experience

    01:16

  • 4.24 Lean Thinking

    02:00

  • 4.25 Agile Philosophy

    01:57

  • 4.26 Continuous Delivery Methods

    00:57

  • 4.27 User Centered Design and Service Design Thinking

    01:15

  • 4.28 Service Blueprint

    02:05

  • 4.29 Designing for Onboarding

    02:30

  • 4.30 Selling Service Offerings

    01:07

  • 4.31 Internal Sales

    02:05

  • 4.32 External Sales

    01:12

  • 4.33 Onboard

    02:25

  • 4.34 Relating with Users and Fostering Relationships

    01:35

  • 4.35 Fostering Relationships with Corporate Users

    02:25

  • 4.36 Integration and Interaction Between Teams

    01:20

  • 4.37 Fostering Relationships with Individual Users

    04:42

  • 4.38 Omnichannel Management

    01:05

  • 4.39 Technological Solutions Description

    03:07

  • 4.40 Technological Approaches Challenges and Solutions

    05:03

  • 4.41 Technological Approaches Required Resources

    00:45

  • 4.42 Enable Users for Service

    02:26

  • 4.43 Enable Users for Service Practices and Tools

    02:20

  • 4.44 Elevate Mutual Capabilities

    02:54

  • 4.45 Planning Onboarding

    01:09

  • 4.46 Onboarding Goals

    01:26

  • 4.47 Onboarding Scope

    03:31

  • 4.48 Onboarding Customer and Users Onboarding Actions

    04:05

  • 4.49 User Onboarding

    03:01

  • 4.50 Onboarding Control

    02:26

  • 4.51 Reviewing Onboarding Control

    01:14

  • 4.52 Offboarding Customers and Users

    02:14

  • 4.53 Customer Offboarding

    01:39

  • 4.54 User Offboarding

    01:49

  • 4.55 Service Transition Onboarding and Offboarding

    00:39

  • 4.56 Approaches to Provide Services to Users

    02:55

  • 4.57 Service Interactions

    02:41

  • 4.58 Service Requests

    02:46

  • 4.59 Service Desk Interactions

    01:19

  • 4.60 Moments of Truth

    00:55

  • 4.61 Intelligent Disobedience

    02:40

  • 4.62 Nurturing User Communities

    02:11

  • 4.63 Super Users

    02:26

  • 4.64 Customer and User Feedback

    02:12

  • 4.65 Tracking Value Realization

    02:19

  • 4.66 Tracking,Performance,Output,and Outcome

    01:25

  • 4.67 Models for Business Change

    01:35

  • 4.68 Tracking Experience and Satisfaction

    01:53

  • 4.69 Ways to Monitor Customer Experience

    01:59

  • 4.70 Tracking Service Usage

    01:41

  • 4.71 Assessing and Reporting Value Realization

    01:13

  • 4.72 Two Levels of Value Realization Assessment and Reporting

    01:58

  • 4.73 Assessment Results

    01:16

  • 4.74 Tracking, Assessing, and Evaluating Outcomes

    01:14

  • 4.75 Evaluating Value Realization and Improving Customer Journeys

    01:11

  • 4.76 Evaluation and Verification

    01:50

  • 4.77 Continual Improvement

    01:39

  • 4.78 Key Takeaways

    01:44

  • Knowledge Check

• Lesson 05 - High Velocity IT (HVIT)

  01:16:13

  • 5.01 High Velocity IT

    00:37

  • 5.02 Key Concepts of High Velocity IT

    02:14

  • 5.03 Digital Technology

    00:47

  • 5.04 Digital Organization

    02:25

  • 5.05 Digital Transformation

    01:19

  • 5.06 IT Transformation

    03:17

  • 5.07 Digital Products

    01:20

  • 5.08 Service Interactions

    02:02

  • 5.09 High Velocity IT Objectives

    02:51

  • 5.10 High Velocity IT Objectives - Techniques

    02:14

  • 5.11 HVIT Objectives Techniques

    02:40

  • 5.12 The Four Dimensions of Service Management

    01:51

  • 5.13 High Velocity IT - Organizations and People

    01:49

  • 5.14 High Velocity IT - Information and Technology

    01:22

  • 5.15 High Velocity IT Partners and suppliers

    01:18

  • 5.16 High Velocity IT Value Streams and Processes

    01:46

  • 5.17 Value Streams

    01:27

  • 5.18 Making Value Streams Effective

    02:28

  • 5.19 Service Value Chain

    01:57

  • 5.20 Value Chain Activities Combined With Devops

    02:11

  • 5.21 Service Consumer and Service Provider Interactions

    02:06

  • 5.22 Digital Product Life Cycle

    03:09

  • 5.23 Digital Product Life Cycle Customer Perspective

    02:21

  • 5.24 Key Characteristics of High Velocity IT Approaches

    01:28

  • 5.25 Lean Approaches

    02:22

  • 5.26 Agile Approaches

    03:15

  • 5.27 Resilient Approaches

    01:40

  • 5.28 Continuous Approaches

    01:43

  • 5.29 Service Dominant Logic

    01:42

  • 5.30 Models and Concepts of HVIT Culture

    02:30

  • 5.31 Guiding Principles Models and Concepts People

    01:02

  • 5.32 Guiding Principles Models and Concepts Progress

    01:10

  • 5.33 Cynefin Model

    02:41

  • 5.34 Lean Culture

    02:02

  • 5.35 ITIL Continual Improvement Model

    01:14

  • 5.36 Toyota Kata

    01:21

  • 5.37 The OODA Loop

    01:13

  • 5.38 Continual Improvement Behavior Patterns

    00:31

  • 5.39 Key Behavior Patterns

    03:35

  • 5.40 Key Takeaways

    01:13

  • Knowledge Check

• Lesson 06 - Direct, Plan, and Improve (DPI)

  48:39Preview

  • 6.01 Direct Plan and Improve

    00:45

  • 6.02 Risks and Controls

    03:34

  • 6.03 Strategy and Strategic Planning

    02:33

  • 6.04 Defining Effective Policies

    02:37

  • 6.05 Defining Effective Controls

    02:07

  • 6.06 Defining Effective Guidelines

    01:03

  • 6.07 Decision Making at the Right level

    02:47

  • 6.08 Role of Risk Management of Listening

    03:20

  • 6.09 Regulations and Legislation

    02:00

  • 6.10 Structures and Methods for Decision Making

    02:35

  • 6.11 Basics of Organizational Change Management (OCM)

    01:48

  • 6.12 Essentials for Successful Improvement

    02:11

  • 6.13 OCM Throughout Direction Planning and Improvement

    02:13

  • 6.14 Identifying and Communicating with Stakeholders

    01:50

  • 6.15 Stakeholder Mapping

    01:45

  • 6.16 Understanding Stakeholders

    02:00

  • 6.17 Communications Principles

    00:46

  • 6.18 Communication Is a Two Way Process

    01:07

  • 6.19 We Are All Communicating All the Time

    01:05

  • 6.20 Timing and Frequency Matter

    01:35

  • 6.21 No Single Method of Communication Works for Everyone

    01:17

  • 6.22 The Message Is in the Medium

    00:37

  • 6.23 Communication Methods and Media

    02:42

  • 6.24 Examples of Communication Methods

    01:49

  • 6.25 Defining and Establishing Feedback Channels

    01:18

  • 6.26 Key Takeaways

    01:15

  • Knowledge Check