ITIL® 4 Specialist – Direct, Plan and Improve (DPI)

Course content

The following elements are covered:

• Key concepts of Direct, Plan and Improve
• Direction – Planning – Improvements:
  • Operating model
  • Methods
  • Risks
  • Scope of control
• Vision and mission
• Strategy, tactics and operations
• Governance, compliance and management
• Policies, controls and guidelines
• Scope of what is to be directed and/or planned and how to apply direction and planning in that context
• Objectives and requirements
• Role of Governance, Risk and Compliance (GRC) and how to integrate the principles and methods into the service value system (SVS)
• Key principles and methods of continual improvement for all types of improvements
• Continual improvement model and SVS
• Effective assessments
• Prioritizing outcomes
• Successful business cases
• Principles and methods of communication and organizational change management (OCM)
• Benefits of OCM
• Effective feedback channels
• Effective interfaces across the service value chain (SVC)
• Measuring and reporting in DPI
• Meaningful indicators and metrics
• Improving value streams and practices
• The four dimensions and guiding principles
• Value stream mapping and workflows
• Eliminating waste

Course objectives

In three days, participants will acquire the knowledge and skills required to:

• Understand how to direct and plan the improvement of services, practices and IT management organizational capabilities.
• Know how relevant ITIL practices and key concepts support a continually improving service management ecosystem.
• Take the PeopleCert exam with confidence by applying their newly-acquired knowledge.
• Put the ITIL® principles to practical use.

Target audience

Personnel involved in delivering, managing and improving IT services. Participants should have around one year of prior IT experience.

Maximum group size is 15 students.