This unique and central course covers requirements in both the ITIL® Managing Professional and ITIL® Strategic Leader designations. As such, this course is a must-have in any ITIL® 4 professional development plan. You will gain the practical skills needed to establish a “learning and improving” IT organization that possess a strong and targeted strategic direction. The associated certification exam voucher is included with this course.
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Course Outline
Lesson 1: Understand the Key Concepts of Direct, Plan & Improve
- Overview of the key ITIL 4 terminology
Lesson 2: Scope of What is to be Directed and or Planned
- 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
Lesson 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
Lesson 4: Continual Improvement for All Types of Improvements
- 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)
Lesson 5: Communication and Organizational Change Management (OCM)
- Understand the nature, scope and potential benefits of organizational change management
- 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
Lesson 6: Measurement and Reporting
- Know how to define indicators and metrics to support objectives
Lesson 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
- Addressing the 4 dimensions
- Applying the guiding principles
- Value stream mapping
- Optimization of workflow
- Elimination of waste
- Ensuring & utilizing feedback