ITIL® 4 Direct, Plan, Improve – including exams

Duration: 3 Days

Course Overview

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.

How can I attend my course?

On-line from
your chosen location

At our dedicated
training facility

On-site at
your premises

Target Audience

• 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

COURSE OBJECTIVES

• 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

Course Content

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

COURSE PREREQUISITES

Candidate must hold the ITIL 4 foundation certificate

TEST CERTIFICATION

90 minutes, 40 multiple choice questions. Pass mark 28/40 – 70%

FOLLOW ON COURSES

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