ITIL® 4 Strategist: Direct, Plan, Improve - Including Exam

ITIL® 4 Strategist: Direct, Plan, Improve - Including Exam 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. The course is based on the ITIL® 4 best practice service value system featured in the latest 2019 guidelines.

• This course includes a web proctored exam.

• ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Skills Gained

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.

Who will the Course Benefit?

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.

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Requirements

Attendees should meet the following prerequisites:

• • Candidate must hold the ITIL® 4 foundation certificate.

NOTE: Course technical content is subject to change without notice.

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Course Contents

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.