This course provides those IT leaders, practitioners and support staff who already hold the ITIL® v4 foundation qualification ...

ITIL® v4 Direct, Plan, Improve

This course provides those IT leaders, practitioners and support staff who already hold the ITIL® v4 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® v4 best practice service value system featured in the latest 2019 guidelines.

Who should attend?

  • 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

Learning Objectives

The course will help 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 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

Prerequisites

Candidates must hold the ITIL® v4 foundation certificate.

  • Understand the following key terms:
  • Direction
  • Planning
  • Improvement
  • Operating Model
  • Methods
  • Risks
  • Scope of control
  • Understand the differences between the following key concepts:
  • Vision and Mission
  •  Strategy, Tactics and Operations
  • Governance, compliance and management
  • 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:
  • 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
  • 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:
  • Improvement reviews
  • 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:
  • 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
  • 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.
  • Addressing the 4 dimensions
  • Applying the guiding principles
  • Value stream mapping
  • Optimization of workflow
  • Elimination of waste
  • Ensuring & utilizing feedback
  • Number of questions: 40
  • Type of questions: multiple choice
  • Marks: 40 marks available.
  • Provisional pass mark: 70% or higher
  • Duration: 90 minutes (105 for non-native speakers)
  • This is a ‘closed book’ examination