ITIL® 5 Managing Professional Transition - in Lusaka

ITIL® 5 Managing Professional Transition Course Outline

Module 1: Key ITIL terms and definitions

• Key Concepts of ITIL
  • Explain the ITIL Guiding Principles
  • Understand the ITIL Product and Service Lifecycle
  • Describe the ITIL Four Dimensions of Product and Service Management
  • Explain the components and purpose of the ITIL Value System (ITIL VS)
• Introduction to Digital Products and Services
  • Understand the Key Concepts of Digital Products and Services
  • Characteristics of Digital Products
  • Characteristics of Digital Services
  • How Digital Products and Services Create
  • Scope and Purpose of the ITIL Product and Service Lifecycle Model
  • Lifecycle Management Activities of a Digital Product
  • Lifecycle Management Activities of a Digital Service
  • How an Organisation's Value Chain Activities Support the ITIL Product and Service Lifecycle?
• ITIL Product and Service Lifecycle management activities
  • Purpose of each of the ITIL Product and Service Lifecycle Management Activities
  • Benefits of each of the ITIL Product and Service Lifecycle Management Activities, from a Product Vendor Perspective
  • Challenges of Each of the ITIL Product and Service Lifecycle Management Activities, from a Product Vendor Perspective
  • Benefits of each of the ITIL Product and Service Lifecycle Management Activities, from a Service Provider Perspective
  • Challenges of each of the ITIL Product and Service Lifecycle Management Activities, from a Service Provider Perspective
• Key Concepts of Experience
  • Understand Experience as Human Responses
  • Explain Digital Experience and the ITIL Experience Model
  • Understand Anticipation, Perception and Evaluation in the Context of Experience Management

Module 2: The Value Chain Activities

• Key Concepts and Practices
  • Understand the Key Concepts of Each of the Value Chain Activities
  • Practices Enabling Each Activity and Their Role in that Activity
  • How Vision, Positioning, and Portfolio inform Discovery
  • Difference Between Acquisition of Technology, People, and Third-Party Services
  • Integration of Design into 'Build' Activity
  • Service Delivery in the Product Lifecycle
  • How Service Delivery Activities Enable Value Co-Creation
• Execution Steps and Outputs
  • Describe the Typical Outputs of Each Activity
  • Apply the Steps of Each Activity
• Success Factors and Metrics
  • Explain the Critical Success Factors (CSFs) and metrics of each activity
  • Apply Recommendations for Effective/Successful Discovery
  • Apply Recommendations for Effective Design
  • Apply Recommendations for Effective Acquisition
  • Apply Recommendations for Effective Build
  • Apply Recommendations for Effective Transition
  • Apply Recommendations for Effective Operation
  • Apply Recommendations for Effective Delivery
  • Apply Recommendations for Effective Support
• Managing the End To-End Lifecycle
  • Describe how Operating Models Distribute Responsibilities
  • key Concepts of the Product Vendor's Value Streams
  • key Concepts of the Service Provider's Value Streams
  • how Value Streams Integrate Lifecycle Stages
  • Apply Principles of Organisational and Technology Enablement Across the Lifecycle
  • Digital Product Management Success Factors
  • Digital Service Management Success Factors
  • Apply an Appropriate Organisational Structure to Support Successful Product Management
  • Apply an Appropriate Organisational Structure to Support Successful Service Management

Module 3: ITIL Experience

• Experience and the ITIL Four Dimensions
  • Explain How Experience Integrates/Influences/is Reflected in all ITIL Four Dimensions
  • Understand How to Improve Experience Through each of the ITIL Four Dimensions
  • Apply the ITIL Four Dimensions as a Governance Lens for Experience Improvement
• Experience in the ITIL Product and Service Lifecycle
  • Explain How the Value Chain Activities (Discover, Design, Acquire, Build, Transition, Operate, Deliver, Support) Create Experience Moments
  • Explain functional and relational interactions
  • Apply Stakeholder Role Mapping to Identify Differing Trust Requirements Across the Journey Steps
  • Differentiate Functional vs Relational Interactions
• Key Concepts of Experience Capture
  • key Experience Stakeholders’ Roles: Consumer and Provider, and the Provider Consumer Tensions
  • Consumer Stakeholders’ Roles: Users, Customers, and Customer Sponsors, as Well as the Consumer-Side Tensions
  • Explain the Provider Stakeholders’ Roles: Agent, Principal, Provider Sponsor, Enabler, as well as the Provider Side Tensions
  • Concept of Experience Capture
  • Why Experience Capture is Partial and How Metrics are Hypotheses?
  • Four Experience Domains: Personal, Functional, Relational, Contextual
• Experience Evidence
  • Describe the Types and Sources of Experience Evidence
  • Describe the Three Tiers of Data and Numerical and Narrative Signals
  • Understand Direct, Indirect, and Synthetic Capture Techniques
  • Understand How to Assess the Quality of Experience Data
  • Apply Trustworthiness and Coherence Criteria to Evaluate Experience Evidence BL
  • Common Anti Patterns in Experience Capturing
  • Roles for Capturing Experience
  • Tools for Capturing Experience
• Service Relationships, Agreements, and Journeys
  • Understand Service Relationships and Types of Service Relationships from the Experience Perspective
  • Understand Service Agreements and Types of Agreements from the Experience Perspective
  • Identify the Four Experience Domains: Personal, Functional, Relational, Contextual
• Organisations
  • Understand the Service Journey from the Experience Perspective
  • Understand How Relationship Types Influence the Service Journey
  • Seven Steps of The Service Journey from The Service Consumer’s and the Service Provider's Perspectives
• Stakeholders
  • Purpose and the Structure of the Stakeholder Journeys
  • Consumer Stakeholder Journey, the Concerns, and the Common Anti Patterns in Each Journey
  • Practical Implications for Consumers for Each Journey Type
  • Provider Stakeholder Journey, the Concerns, and the Common Anti-Patterns in Each Journey
  • Describe the Practical Implications for Providers for Each Journey Type
  • Apply the ITIL Service Journey Model to Map Experience Signals Across Provider and Consumer Perspectives
• Digital Experience Improvement
  • Apply the Notice – Interpret – Hypothesize – Experiment Loop within the ITIL Continual Improvement Model
  • Differentiate Improvements by the System Versus Improvements to the system
  • Role of Trust and Psychological Safety in Experience Improvement

Module 4: ITIL and AI

• AI Governance
  • Understand the ITIL AI Capability Model
  • how AI Governance Supports Experience
• Use of AI within the ITIL Context
  • How AI and Automation affect methods and tools used for product management?
  • How the Use of AI can Support Product Management?
  • How the Use of AI can Support Service Management?
  • How AI and Automation Affect Methods and Tools used for Service Management?
  • How the use of AI can Benefit Experience Management?
  • Relationship Between AI Governance and Digital Ethics in Experience Management

Module 5: ITIL and other frameworks

• ITIL and DevOps
  • Understand How ITIL and DevOps can be used Together
  • How ITIL and DevOps are Complementary in the Management of the Product and Service Lifecycle?
• ITIL and PRINCE2
  • Understand why Project Management is Important in ITIL
  • How ITIL and PRINCE2 are Complementary in the Management of the Product and Service Lifecycle?

Who Should Attend this ITIL® 5 Managing Professional Transition?

The ITIL® Version 5 Managing Professional (MP) Transition Training is designed for professionals who want to update their existing ITIL knowledge and align it with modern service management practices with the Version 5 framework. This course is particularly suitable for:

• IT Service Management Professionals
• IT Managers
• Service Delivery Managers
• IT Consultants
• Service Desk Managers
• IT Operations Professionals

Prerequisites of the ITIL® 5 Managing Professional Transition

There are no formal prerequisites for this ITIL® Version 5 Managing Professional Transition. However, delegates are recommended to have completed the ITIL® 4 Managing Professional (MP) Transition Certification or be currently working in a managerial-level IT service management role to ensure they can effectively understand the updated ITIL practices and concepts.

ITIL® 5 Managing Professional Transition Course Overview

The ITIL® 5 Managing Professional Transition Course provides delegates with advanced knowledge of IT service management, digital products, and service lifecycle practices. The training covers ITIL guiding principles, value chain activities, experience management, AI governance, and continual improvement concepts.

Delegates will enhance their ability to manage digital services, improve customer experience, and support value co-creation across organisations. The course strengthens practical ITSM skills, operational readiness, governance understanding, and organisational resilience within modern digital environments.

This 5-Days course offered by The Knowledge Academy helps delegates apply ITIL® service management principles confidently in real-world IT environments. Delegates will gain practical knowledge to improve service delivery, support digital transformation, and manage IT-enabled services effectively.

ITIL® 5 Certification Pathway

What's Included in this ITIL® 5 Managing Professional Transition?

• World-Class Training from Experienced Instructors
• Interactive Learning with 24*7 Support
• Digital Delegate Pack

To qualify for the certification, delegates need to pass two exams — these can be scheduled separately and taken in any order.

Exam 1: ITIL® 5 Transformation Course Exam Information

The ITIL® 5 Transformation course assesses a delegate’s ability to understand and apply modern service transformation principles within dynamic digital environments. It validates knowledge of organisational change, value stream optimisation, and practices required to enable agile, resilient, and value-driven service management.

The ITIL® 5 Transformation Exam is in the following format:

• Question Type: Multiple Choice
• Total Questions: 40
• Pass Mark: 70%
• Duration: 90 Minutes
• Open Book/ Closed Book: Open Book

Exam 2: ITIL® 5 Managing Professional Transition Exam Information

The ITIL® 5 Managing Professional Transition exam helps delegates demonstrate their ability to apply ITIL principles in modern digital service management environments. It supports professionals in enhancing operational efficiency, improving service performance, managing teams effectively, and transitioning existing ITIL knowledge into advanced practical capabilities aligned with current business and technology demands.

The ITIL® 5 Managing Professional Transition Exam is in the following format:

• Question Type: Multiple Choice
• Total Questions: 60
• Pass Marks: 42/60 marks
• Duration: 120 minutes
• Open Book/ Closed Book: Open Book