ITIL 4 - Direct, Plan, Improve

This course is aimed at:

• Individuals continuing of their journey in Service Management.
• ITSM managers and aspiring ITSM managers.
• Managers of all levels involved in shaping direction and strategy or developing a continually improving team.

After you complete this course you will be able to:

• Understand the Key Concepts of Direct, Plan & Improve.
• 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.
• Understand the role of governance, risk and compliance (GRC) and know how to integrate the principles and methods into the service value system.
• Understand and know how to use the key principles and methods of continual improvement for all types of improvements.
• Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction, planning and improvement.
• Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement.
• Understand and know how to direct, plan and improve value streams and practices.

Understand the following key terms:

• Direction
• Planning
• Improvement
• Operating Model
• Methods
• Risks
• Scope of control

Understand the differences between the following key concepts:

• Vision and Mission
• Strategy, Tactics and Operations
• Governance, compliance and management
• Policies, Controls and Guidelines

Understand the concepts of Value, Outcomes, Costs & Risks and their relationships to direction, planning & improvement

Identify the scope of control and within this:

• Know how to cascade goals and requirements.
• Know how to define effective policies, controls and guidelines.
• Know how to place decision-making authority at the correct level.
• Know how to ensure that controls are sufficient, but not excessive.
• Know how to use the ITIL continual improvement model to improve the service value system or any part of the SVS.
• Know how to identify assessment objectives, outputs, requirements and criteria.
• Know how to select an appropriate assessment method for a particular situation.
• Know how to define and prioritize desired outcomes of an improvement.
• Know how to build, justify and advocate for a business case.
• Know how to conduct improvement reviews and analysis of lessons learned.
• Know how to embed continual improvement at all levels of the SVS.
• Understand the nature, scope and potential benefits of organizational change management.
• Know how to use the key principles and methods of Communication & OCM.
• Identify and manage different types of stakeholders.
• Effectively communicate with and influence others.
• Establish effective feedback channels.
• Know how to establish effective interfaces across the value chain.
• Know how to define indicators and metrics to support objectives.
• Understand the differences between value streams and practices and how those differences impact direction, planning and improvement.
• Know how to select and use the appropriate methods and techniques to direct, plan and improve value streams and practices.
• Addressing the 4 dimensions.
• Applying the guiding principles.
• Value stream mapping.
• Optimization of workflow.
• Elimination of waste.
• Ensuring & utilizing feedback.

Attendees should meet the following prerequisites:

• Candidate must hold the ITIL 4 foundation certificate.

Recommended preparation for exam(s):

• ITIL® 4 - Direct, Plan, Improve exam

Exam vouchers are provided with this course. These will have a validity of 12 months. You will need to schedule your exams within this time frame. The exam is 90 minutes long and 40 multiple choice questions.  Pass mark 28/40 – 70%

The following courses are recommended for further study:

• ITIL 4: Create, Deliver, Support
• ITIL 4: Drive Stakeholder Value
• ITIL 4: High Velocity IT

ITIL® is a registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.