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ITIL Strategist: Direct, Plan and Improve

This course provides IT leaders, practitioners and support staff with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners.

This course provides IT leaders, practitioners and support staff with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction. It provides practitioners with a practical and strategic method for planning and delivering continual improvement with the necessary agility. The course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.

GK# 100440
Vendor Credits:
  • Global Knowledge Delivered Course
  • Training Exclusives
  • GSA Eligible
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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

What You'll Learn

The course will help students to understand: -

  • 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

Course Outline

  • 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
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Prerequisites

Delegates must hold ITIL4 Foundation certification.

Related Certifications

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 designation.

PDUs

This course qualifies you for the following PMI® Professional Development Units (PDUs):


Classroom Live and Virtual Classroom Live

  • Leadership = 10
  • Strategic and Business Management = 7
  • Technical Project Management = 4

Total = 21

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Follow-On Courses