ITIL® 4 Strategist: Direct, Plan, Improve - Including Exam

• 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

• 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

Understand the following key terms:

o   Direction

o   Planning

o   Improvement

o   Operating Model

o   Methods

o   Risks

o   Scope of control

• Understand the differences between the following key concepts:

o   Vision and Mission

o   Strategy, Tactics and Operations

o   Governance, compliance and management

o   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:

o   Know how to cascade goals and requirements

o   Know how to define effective policies, controls and guidelines

o   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:

o   Improvement reviews

o   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:

o   Identify and manage different types of stakeholders

o   Effectively communicate with and influence others

o   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.

o   Addressing the 4 dimensions

o   Applying the guiding principles

o   Value stream mapping

o   Optimization of workflow

o   Elimination of waste

• Ensuring & utilizing feedback

Candidate must hold the ITIL 4 foundation certificate  

90 minutes, 40 multiple choice questions.  Pass mark 28/40 – 70%

• ITIL 4: Create, Deliver, Support
• ITIL 4: Drive Stakeholder Value
• ITIL 4: High Velocity IT