ITIL 4 Strategist Direct, Plan and Improve (DPI)
Course Description Overview
3 days
ITIL 4 provides practical and flexible guidance to support organizations on their journey to digital transformation. It provides an end-to-end IT/digital operating model for the delivery and operation of tech-enabled products and services and enables IT teams to continue to play a crucial role in wider business strategy.
ITIL provides a framework for quality IT service management (ITSM) through proven best practice. ITIL manages the creation of a service, its operation and its improvement. Organizations who adopt ITIL invariably adapt it to suit their specific requirements.
This course provides individuals with the practical skills necessary to create a 'learning and improving' IT organization, with a strong and effective strategic direction. The course covers the influence and impact of Agile and Lean ways of working, and how they can be leveraged to an organization's advantage. It will provide practitioners with a practical and strategic method for planning and delivering continual improvement with necessary agility.
ITIL 4 Strategist Direct Plan and Improve is aimed at managers of all levels involved in shaping direction and strategy or developing a continually improving team. It will cover both practical and strategic elements. Therefore, it is the universal module, that will be a key component of both, ITIL 4 Managing Professional and ITIL 4 Strategic Leader streams.
The purpose of the ITIL 4 Direct Plan and Improve Qualification is:
- To provide the candidate with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction
- To provide practitioners with a practical and strategic method for planning and delivering continual improvement with the necessary agility
The objectives of this course are 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 GRC (Governance, Risk & Compliance) 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 Organizational Change Management to direction, planning and improvement
- Understand and know how to use the key principles and methods of measurement and reporting in directing, planning and improvement
- Understand and know how to direct, plan and improve value streams and practices
Who should attend this course and why is it beneficial to gain this certification?
Delegates attending this course must have successfully achieved the ITIL 4 Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.
The ITIL 4 DPI Qualification would most likely suit the following delegates:
- 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
- Existing ITIL qualification holders wishing to develop their knowledge
The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.
This ITIL Specialist course covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT enabled services.
The module of the ITIL 4 framework covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.
The course content includes:
Part 1 – Understand the Key Concepts of Direct, Plan & Improve
Overview of the key ITIL 4 terminology
The differences between the following key concepts:
- Vision and Mission
- Strategy, Tactics and Operations
- Governance, compliance and management
- Policies, Controls and Guidelines
The concepts of Value, Outcomes, Costs & Risks and their relationships to direction, planning & improvement
Part 2 – Scope of what is to be directed and or planned
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
Part 3 – Governance, Risk and Control (GRC) in DPI
Understand the role of risk and risk management in DPI
Understand how governance impacts DPI
Know how to ensure that controls are sufficient, but not excessive
Part 4 – Continual Improvement for all types of improvement
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 (the ‘continual improvement’ practice
Know how to define and prioritize desired outcomes of an improvement (the ‘continual improvement’ practice
Know how to conduct:
- Improvement reviews
- Analysis of lessons learned
Know how to embed continual improvement at all levels of the SVS
Part 5 – Communication and Organizational Change Management (OCM)
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
Part 6 – Measurement and reporting
Know how to define indicators and metrics to support objectives
Part 7 – how to direct, plan and improve value streams and practices
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