ITIL® 4 Strategist: Direct, Plan and Improve

· Understand the following key terms:
o Direction
o Planning
o Improvement
o Operating Model
o Methods
o Risks
o Scope of control

· Understand the differences between the following key concepts:
o Vision and Mission
o Strategy, Tactics and Operations
o Governance compliance and management
o 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:
o Know how to cascade goals and requirements
o Know how to define effective policies, controls and guidelines
o 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:
o Improvement reviews
o 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
o Identify and manage different types of stakeholders
o Effectively communicate with and influence others
o 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.
o Addressing the 4 dimensions
o Applying the guiding principles
o Value stream mapping
o Optimization of workflow
o Elimination of waste
o Ensuring & utilizing feedback