ITIL 4 Strategist: Direct, Plan and Improve course

Full curriculum details

Key concepts of directing, planning and improving

• Direction, planning, improvement and operating models in an IT context
• Relationships between vision, mission, strategy, tactics and operations
• How value, outcomes, costs and risks relate to direction, planning and improvement

Directing and planning in context

• Determining scope of control and areas to be directed or planned
• Cascading objectives and requirements through the organisation
• Defining effective policies, controls and guidelines

Governance, risk and compliance (GRC)

• The role of risk and risk management in DPI
• How governance influences direction, planning and improvement
• Ensuring controls are sufficient but not excessive

Continual improvement methods

• Using the ITIL continual improvement model across the service value system
• Setting assessment objectives, outputs, requirements and criteria
• Selecting assessment methods and prioritising desired improvement outcomes

Change management and communication

• Nature, scope and benefits of organisational change management
• Identifying and managing different stakeholder types
• Establishing effective communication and feedback channels across the value chain

Measurement and reporting

• Defining indicators and metrics to support objectives
• Designing measurement frameworks for direction, planning and improvement
• Using reporting to support decision-making and continual improvement

Directing, planning and improving value streams and practices

• Differences between value streams and practices in ITIL 4
• Selecting methods to address the four dimensions of service management
• Applying guiding principles, value stream mapping and workflow optimisation