Pre-Requisites

Candidates must hold the ITIL 4 Foundation certificate.

Lessons

This course provides IT leaders, practitioners and support staff with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction. It provides practitioners with a practical and strategic method for planning and delivering continual improvement with the necessary agility. The course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.

Please note that the syllabus and examination for this course is pending formal release by Axelos, and so the course outline and schedule below is offered on a best-endeavors basis and may be subject to change.

WHAT YOU'LL LEARN

The course will help students to understand: -

• 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

OUTLINE

• 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
  • 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

RELATED CERTIFICATIONS

This course prepares delegates for the ITIL 4 Strategist: Direct Plan and Improve examination and is one of the four modules that lead to the ITIL 4 Managing Professional designation, and one of the two modules that lead to the ITIL 4 Strategic Leader designation.

WHO SHOULD ATTEND

• 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

Cancellation Policy

We require 16 calendar days notice to reschedule or cancel any registration. Failure to provide the required notification will result in 100% charge of the course. If a student does not attend a scheduled course without prior notification it will result in full forfeiture of the funds and no reschedule will be allowed. Within the required notification period, only student substitutions will be permitted. Reschedules are permitted at anytime with 16 or more calendar days notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.

Training Location

Online Classroom
your office

your city, your province
your country