The ITIL® 4 Strategist: Direct, Plan, and Improve course is designed to provide practitioners with a practical and strategic method for planning and delivering continual improvement with necessary agility.
It 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.
Learning Objectives:
At the end of this course, participants will be able to:
• Understand the key concepts of direction, planning, improvement
• 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 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
Agenda:
Program day 1)
Module 1 - Course Introduction:
• Let’s Get to Know Each Other
• Course Overview
• ITIL® 4Certification Scheme
• Course Learning Objectives
• Course Components
• Course Agenda
• Module-End Exercises
• Exam Details
Module 2 - Core Concepts of DPI:
• Key Terms Covered in the Module
• Module Learning Objectives
• Basics of Direction
• Basics of Planning
• Basics of Improvement
• Other Core Elements
Module 3 - DPI through Service Value Chain and Guiding Principles:
• Key Terms Covered in the Module
• Module Learning Objectives
• DPI of the SVS
• DPI of Guiding Principles
Module 4 - Role of Direction in Strategy Management:
• Key Terms Covered in the Module
• Introducing Startegy Management
• Developing Effective Strategies
Module 5 - Implementation of Strategies:
• Key Terms Covered in the Module
• Module Learning Objectives
• Managing Risks
• Making Decisions through Portfolio Management
• Directing via Governance, Risk, and Compliance (GRC)
Module 6 - Introduction to Assessment and Planning:
• Key Terms Covered in the Module
• Module Learning Objectives
• Core Concepts of Assessment
• Conducting Effective Assessments
• Core Concepts of Planning
Program day 2)
Module 7 - Assessment and Planning through VSM:
• Key Terms Covered in the Module
• Module Learning Objectives
• Introducing VSM
• Developing Value Stream Maps
• Knowing More About VSM
Module 8 - Measurement, Reporting, and Continual Improvement:
• Key Terms Covered in the Module
• Module Learning Objectives
• Measurement and Reporting
• Alignment of Measurements and Metrics
• Success Factors and Key Performance Indicators
• Continual Improvement
Module 9 - Measurements and Continual Improvement through DImensions and SVS:
• Key Terms Covered in the Module
• Module Learning Objectives
• Measurements for the Four Dimensions
• Continual Improvement of the Service Value Chain and Practices
Module 10 - OCM Principles and Methods:
• Key Terms Covered in the Module
• Module Learning Objectives
• Basics of OCM
• OCM throughout DPI and Service Value Chain
• Resistance and Reinforcement
Program day 3)
Module 11 - Communication Principles and Methods:
• Key Terms Covered in the Module
• Module Learning Objectives
• Basics of Effective Communication
• Communication with Stakeholders
Module 12 - SVS Development Using Four Dimensions:
• Key Terms Covered in the Module
• Module Learning Objectives
• Organizations and People in the SVS
• Partners and Suppliers in the SVS
• Value Streams and Processes in the SVS
• Information and Technology in the SVS
Exam
Audience:
The ITIL® 4 Strategist: Direct, Plan and Improve course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL® 4. This course and the related certification can be beneficial for the following roles:
• IT Support Staff
• IT Consultants
• Business Managers
• Business Process Owners
• IT Developers
• Service Providers
• System Integrators
• Anyone working in a Devops team
Prerequisites:
• ITIL 4 Foundation is as a prerequisite
Language:
• English course material, Norwegian instructor
Certification:
• Format: Closed book
• Duration: 90 minutes (candidates taking exam in a language that is not their native, may be awarded 25% extra time)
• Numbers of questions:40, simple multiple choice (1 mark per question)
• Pass Grade: 70% (28 marks out of 40)
Exam Prerequisites:
• Participants have to hold the ITIL® 4 Foundation certification in order to take ITIL® 4 Strategist: Direct, Plan and Improve exam.
• It is recommended that the participant has completed the ITIL® 4 Strategist: Direct, Plan and Improve training.
Exam Location:
• Exam can be conducted on the third day of the course in the classroom, or the participants can take the online exam later.