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ITIL® 4 Strategist: Direct, Plan and Improve
You will learn how to integrate different value streams and activities to create, deliver and support IT-enabled products and services.
This course provides IT leaders, practitioners and support staff who already hold the ITIL 4 foundation qualification with an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools. It gives them an understanding of service performance, service quality and improvement methods. The course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.
· 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
· Understand the following key terms:o Directiono Planningo Improvemento Operating Modelo Methodso Riskso Scope of control· Understand the differences between the following key concepts:o Vision and Missiono Strategy, Tactics and Operationso Governance compliance and managemento 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 requirementso Know how to define effective policies, controls and guidelineso 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 reviewso 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 & OCMo Identify and manage different types of stakeholderso Effectively communicate with and influence otherso 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 dimensionso Applying the guiding principleso Value stream mappingo Optimization of workflowo Elimination of wasteo Ensuring & utilizing feedback
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 des
Candidates must hold the ITIL 4 Foundation certificate.ITIL® 4 Foundation Course
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