Course Length: 3 Days
Delivered: Virtually
OVERVIEW:
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. This course may earn a Credly Badge.
COURSE PREREQUISITES:
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.
TARGET AUDIENCE:
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.
COURSE OBJECTIVES:
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
COURSE CONTENT:
Understand the Key Concepts of Direct, Plan & Improve
- Overview of the key ITIL 4 terminology
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
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
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 improvemen' practice)
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
Measurement and reporting
- Know how to define indicators and metrics to support objectives
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
