ITIL 4 Strategist Direct, Plan and Improve

About this course

The purpose of the ITIL 4 Strategist Direct, Plan & Improve (DPI) training course is to provide ITIL Practitioners with a practical and strategic method for planning and delivering continual improvement with the necessary agility.

The ITIL 4 Strategist Direct, Plan And Improve (DPI) qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional, which will assess your practical and technical knowledge about how to run successful IT-enabled services, teams and workflows.

Audience profile

  • IT Service Managers of all levels involved in shaping direction and strategy or developing a continually improving team
  • Professionals looking to advance their career in Service Management
  • Professionals who want to learn how to direct, plan and improve IT services – this can include:
    • Service Management Professionals
    • Project Managers
    • Business Analysts

At course completion

The learning outcomes from the ITIL Strategist Direct, Plan & Improve (DPI) training course are below:

  • 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 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 organisational Change Management to direction, planning and improvement
  • Understand and know how to use the key principles and methods of measurement and reporting in directing, planning and improvement
  • Understand and know how to direct, plan and improve value streams and practices

Organisational benefits

  • Improved performance
  • Increased efficiencies
  • Trained staff with an understanding of Service Management is a digital organisation

Individual benefits

  • Holding an up to date industry recognised qualification
  • Gaining up to date knowledge of how to direct, plan and improve IT services

Examination

Duration: 90 minutes, closed book

Number of questions: 40

Marks: Each question is worth 1 mark

There are 40 marks available

There is no negative marking

Pass mark: is 70% or higher – 28/40 marks or above

1. Understand the key concepts of direct, plan & improve
1.1 Understand the following key terms:
  • Direction
  • Planning
  • Improvement
  • Operating model
  • Methods
  • Risks
  • Scope of control
1.2 Understand the differences between the following key concepts:
  • Vision and mission
  • Strategy, tactics and operations
  • Governance, compliance and management
  • Policies, controls and guidelines
1.3 Understand the concepts of value, outcomes, costs & risks and their relationships to direction, planning and improvement
2. 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
2.1 Identify the scope of control and within this:
  • Know how to cascade objectives and requirements
  • Know how to define effective policies, controls and guidelines
  • Know how to place decision-making authority at the correct level
3. Understand the role of Governance, Risk and Compliance (GRC) and know how to integrate the principles and methods into the service value system
3.1 Understand the role of risk and risk management in DPI
3.2 Understand how governance impacts DPI
3.3 Know how to ensure that controls are sufficient, but not excessive
4. Understand and know how to use the key principles and methods of continual improvement for all types of improvements
4.1 Know how to use the ITIL continual improvement model to improve the service value system or any part of the SVS
4.2 Know how to identify assessment objectives, outputs, requirements and criteria
4.3 Know how to select an appropriate assessment method for a particular situation
4.4 Know how to define and prioritise desired outcomes of an improvement
4.5 Know how to build, justify and advocate for a business case
4.6 Know how to conduct:
  • Improvement reviews
  • Analysis of lessons learned
4.7 Know how to embed continual improvement at all levels of the SVS
5. Understand and know how to use the key principles and methods of communication and organisational change management to direction, planning and improvement
5.1 Understand the nature, scope and potential benefits of organisational change management
5.2 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
5.3 Know how to establish effective interfaces across the value chain
6. Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement
6.1 Know how to define indicators and metrics to support objectives
7. Understand and know how to direct, plan and improve value streams and practices
7.1 Understand the differences between value streams and practices and how those differences impact direction, planning and improvement
7.2 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
  • Optimisation of workflow
  • Elimination of waste
  • Ensuring & utilising feedback
Prerequisites

The ITIL 4 Foundation certificate is the prerequisite for the ITIL 4 Strategist Direct, Plan And Improve (DPI) training course.

Prereading

There is no pre-reading prior to attending the ITIL Strategist Direct, Plan And Improve DPI course, however revision of your ITIL 4 Foundation level materials would be useful to re-enforce your existing level of knowledge of ITIL 4.