ITIL 4 Strategist DPI (Direct, Plan & Improve)

Topics:

• 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