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ITIL 4 - Direct, Plan, Improve

  • Course Code ITIL4DPI
  • Duration 3 days

Public Classroom Price

£1,545.00

excl. VAT

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Course Delivery

This course is available in the following formats:

  • Company Event

    Event at company

  • Public Classroom

    Traditional Classroom Learning

  • Virtual Learning

    Learning that is virtual

Request this course in a different delivery format.

Course Overview

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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. 

Course Schedule

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    • Delivery Format: Virtual Learning
    • Date: 23-25 November, 2020

      Guaranteed  To Run

    • Location: Virtual

    £1,545.00

    • Delivery Format: Virtual Learning
    • Date: 18-20 January, 2021
    • Location: Virtual

    £1,545.00

    • Delivery Format: Virtual Learning
    • Date: 15-17 February, 2021
    • Location: Virtual

    £1,545.00

    • Delivery Format: Virtual Learning
    • Date: 15-17 March, 2021
    • Location: Virtual

    £1,545.00

Target Audience

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  • 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

 

Course Objectives

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  • 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 Content

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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

Course Prerequisites

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Candidate must hold the ITIL 4 foundation certificate  

Test Certification

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

Follow on Courses

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