ITIL® 4 Strategist: Direct, Plan and Improve (DPI)

Skills Gained

The purpose of the ITIL 4 DPI module is to provide candidates with an understanding of:

• the key concepts of Direct, Plan and Improve
• 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
• the role of Governance, Risk and Compliance (GRC) and know how to integrate the principles and methods into the service value system
• how to use the key principles and methods of continual improvement for all types of improvements
• how to use the key principles and methods of Organisational Change Management to direction, planning and improvement
• how to use the key principles and methods of measurement and reporting in directing, planning and improvement
• how to direct, plan and improve value streams and practices
• how to manage risks in an effective way during direction, planning, and improvement
• how to manage portfolios and make effective decisions
• how to develop an effective business case
• how to direct strategies and actions through Governance, Risk, and Compliance (GRC)
• how to develop meaningful, detailed value stream maps (VSM)
• continual improvement of the service value chain and practices

Key Topics

Course Introduction

• Let’s Get to Know Each Other
• Course Overview
• ITIL 4 Certification Scheme
• Course Learning Objectives
• Course Components
• Course Agenda
• Module-End Exercises
• Exam Details

Module 1: Understand the key concepts of Direct, Plan & Improve

1.1)  Understand the following key terms:

a)Direction (1.2)
b)Planning (1.3)
c)Improving (1.4,1.5)
d)Operating model (1.6.2)
e)Methods (1.3.1.4)
f)Risks (1.2.1.3)
g)Scope of control (1.1.1)

1.2)  Understand the differences between the following key concepts:

a)Vision and Mission (1.2.1.1)
b)Strategy, Tactics and Operations (1.3.1, 1.3.1.1-3)
c)Governance, compliance and management (1.6.1.1)
d)Policies, Controls and Guidelines (1.2.1.2, 1.2.1.3)

1.3)  Understand the concepts of Value, Outcomes, Costs & Risks and their relationships to direction planning & improvement (1.8)

Module 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

Identify the scope of control and within this:

a)Know how to cascade goals and requirements (1.3.1, 1.3.1.1, 2.1.3, 2.1.4)
b)Know how to define effective policies, controls and  guidelines (2.5.2, 2.5.2.1-3)
c)Know how to place decision-making authority at the correct level (2.2.2)

Module 3: Understand the role of 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 (1.2.1.3, 2.3, 2.3.1-2)
3.2)  Understand how governance impacts DPI (2.2, 2.2.1, 2.2.1.1, 2.2.2, 2.2.3)
3.3)  Know how to ensure that controls are sufficient, but not excessive (2.5.2.1, 2.5.2.2)

Module 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 (Chapter 5 including all sections and sub-sections)
4.2)  Know how to identify assessment objectives, outputs, requirements and criteria (3.1.1.2, 3.1.3, 3.1.3.1, 3.1.4, tab3.2)
4.3)  Know how to select an appropriate assessment method for a particular situation (3.1.3, 3.1.3.1-7)
4.4)  Know how to define and prioritize desired outcomes of an improvement (the continual improvement practice 2.4.2.2, Core Guidance 5.2, 5.4, 5.4.1-3, 5.4.3.1 )
4.5)  Know how to build, justify and advocate for a business case (5.4.2, 2.4.3, 2.4.3.1-2)
4.6)  Know how to conduct:
a)Improvement reviews (5.4.6, 5.4.6.1)
b)Analysis of lessons learned (5.4.7 – 5.4.7.2, the continual improvement practice 2.4.1.4)
4.7)  Know how to embed continual improvement at all levels of the SVS (5, 5.1-3, the ‘continual improvement’ practice 2.4.1.3)

Module 5: Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction planning and improvement

5.1)  Understand the nature, scope and potential benefits of
Organizational change management (6.3, 6.3.1, 6.3.2, 6.3.2.1-3, tab 6.4
The ‘organizational change management’ practice 2 (including subsections)

5.2)  Know how to use the key principles and methods of Communication & OCM
a)Identify and manage different types of stakeholders (6.2, 6.2.1, 6.2.2)
b)Effectively communicate with and influence others (6.1.2 – 6.1.2.5, 6.3.2, 6.3.2.1-3, tab 6.2)
c)Establish effective feedback channels (6.1.2.1, 6.1.5, 6.1.6)

5.3)  Know how to establish effective interfaces across the value chain (6.2, 6.3.3, 7.3.1.6, 7.3.2.5)

Module 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 
(4, 4.1, 4.1.1-4.1.3, 4.2, 4.2.1-3 (including subsections)

Module 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 (3.3, 3.3.1-2, 7.3.3,7.3.3.1-3)

7.2)  Know how to select and use the appropriate methods and techniques to direct, plan and improve value streams and practices

a)Addressing the 4 dimensions (4.3.1-4, 4.3.4.1-3, 7.3.2)
b)Applying the guiding principles (1.7, 8.2.1-7)
c)Value stream mapping (3.3, 3.3.1-5, 3.3.4.1)
d)Optimization of workflow (3.3.1, 3.3.2, 3.3.4, 3.3.4.1, 4.3.4, 4.3.4.1-3, 7.3.3.4-7)
e)Elimination of waste (3.3.1-4, 7.3.3,7.3.3.5,7.3.3.7)
f)Ensuring & utilizing feedback (1.7, 2.1.3-4, 6.1.2, 6.1.2.1-5, 6.1.6, 6.3.5.1-2)

Target Audience

This course is aimed at the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4.

Anyone wishing to obtain the ITIL Managing Professional (MP) designation or the ITIL Strategic Leader (SL) designation must attend.

This course and the related certification can be beneficial for the following roles:

• IT Support Staff
• IT Consultants
• Business Managers
• Business Process Owners
• IT Developers
• Service Providers
• System Integrators
• Anyone working in a Devops team

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please contact us on 0429 003 500

Prerequisites

A pass in the ITIL 4 Foundation exam. Proof will need to be provided before attending this course.

Industry Association Recognition

Project Management Institute (PMI)^®

• Contact Hours: 21 hours
• Professional Development Units (PDUs): 21 PDUs

Australian Institute of Project Management (AIPM)

• Continual Professional Development (CPD) points: 10 points