Course description ITIL 4 Managing Professional is an advanced pathway for professionals who manage IT and digital services in complex operational environments. The course develops practical capabilities to design, deliver, support and improve services, teams, workflows and value streams, integrating ITIL principles with automation, Agile, Lean, DevOps, customer experience and operational governance. Learning objectives By the end of the course, learners will be able to: - manage end-to-end IT services, from demand to delivery and support; - design effective and measurable value streams, reducing bottlenecks, rework and lead times; - improve service quality through metrics, feedback, automation and continual improvement practices; - manage stakeholders, suppliers, users and customers with a value-oriented approach; - apply high-velocity digital principles, DevOps, resilience, observability and rapid response; - coordinate operational teams, service desks, change, release, incident, problem and delivery management. Main contents - Creation, delivery and support of digital services. - User experience management, customer journeys, requirements and stakeholder expectations. - Value streams, workflows, operational capabilities and service models. - Change enablement, release, deployment, incident, problem, request, monitoring and service desk. - Automation, collaboration, knowledge management and data-driven decision-making. - High Velocity IT, digital culture, speed, resilience and controlled experimentation. - Direct, Plan and Improve applied to operational governance and improvement. Target audience This course is intended for IT Managers, Service Managers, Delivery Managers, Service Desk Managers, Change Managers, Problem Managers, Release Managers, operational leaders, ITSM consultants and professionals who coordinate IT services, teams or suppliers. Expected outcomes Learners acquire advanced operational service management capability. The course strengthens the ability to translate business goals into operational work, improve service quality, manage complexity and create measurable value through teams, processes, technology and collaboration.
The pathway is designed for managers, executives, function owners, auditors and professionals. Lessons use validated minimum study time and a contextual tutor; assessments use server-side random selection of questions and answers, session-continuity controls, camera and local audio-activity monitoring during protected tests.
Traceability and reliability: integrity events are logged for authorized review; automated signals do not determine the result on their own.
Purpose, references, delivery method, commercial terms and certificate value, presented clearly and transparently.
IT Managers, Service Managers, Delivery Managers, Service Desk Managers, Change Managers, Problem Managers, Release Managers, ITSM consultants, operational leaders
Basic ITIL knowledge or experience in IT service management
Lectures, hands-on exercises, case studies, real-world simulations
Exam with a 70% pass threshold
60 minutes final exam; recommended training length 5 days
ITIL 4 Managing Professional examination certificate
Ability to manage digital services operationally and value-oriented, enhancing quality and efficiency through processes, teams and technology.