Course Details
Course Outline
1 - Understand the Key Concepts of Direct, Plan & Improve
Overview of the key ITIL 4 terminology
2 - Scope of what is to be directed and or planned
Know how to cascade goals and requirementsKnow how to define effective policies, controls and guidelinesKnow how to place decision-making authority at the correct level
3 - Governance, Risk and Control (GRC) in DPI
Understand the role of risk and risk management in DPIUnderstand how governance impacts DPIKnow how to ensure that controls are sufficient, but not excessive
4 - Continual Improvement for all types of improvement
Know how to use the ITIL continual improvement model to improve the service value system or any part of the SVSKnow how to identify assessment objectives, outputs, requirements and criteriaKnow how to select an appropriate assessment method for a particular situationKnow how to define and prioritize desired outcomes of an improvement (the ‘continual improvement’ practice)
5 - Communication and Organizational Change Management (OCM)
Understand the nature, scope and potential benefits of organizational change managementIdentify and manage different types of stakeholdersEffectively communicate with and influence othersEstablish effective feedback channelsKnow how to establish effective interfaces across the value chain
6 - Measurement and reporting
Know how to define indicators and metrics to support objectives
7 - how to direct, plan and improve value streams and practices
Understand the differences between value streams and practices and how those differences impact direction, planning and improvementAddressing the 4 dimensionsApplying the guiding principlesValue stream mappingOptimization of workflowElimination of wasteEnsuring & utilizing feedbackITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a registered trade mark of the AXELOS Limited used, under permission of AXELOS Limited. All rights reserved.
ITIL® / PRINCE2® / PRINCE2 Agile® / MSP® / M_o_R® / P3O® / MoP® / MoV® / AgileSHIFT® are registered trademarks of PeopleCert’s affiliate AXELOS Limited (‘AXELOS’). The AXELOS swirl logo is a trade mark of AXELOS Limited. All rights reserved.
Who is it For?
Target Audience
Delegates attending this course must have successfully achieved the ITIL 4 Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.
The ITIL 4 DPI Qualification would most likely suit the following delegates:
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
Existing ITIL qualification holders wishing to develop their knowledge
The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.
Prerequisites
Other Prerequisites
Delegates attending this course must have successfully achieved the ITIL 4 Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.