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.
This course includes a web proctored exam.
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
TARGET AUDIENCE:
This course is aimed at:
• 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 PREREQUISITES:
Attendees should meet the following prerequisites:
• Candidate must hold the ITIL® 4 foundation certificate.
COURSE CONTENT:
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 and 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.
COURSE OBJECTIVE:
After you complete this course you will be able to:
• 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.
FOLLOW ON COURSES:
The following courses are recommended for further study:
ITIL® 4: Create, Deliver, Support
ITIL® 4: Drive Stakeholder Value
ITIL® 4: High Velocity IT