UNF Professional and Lifelong Learning
UNF Professional and Lifelong Learning · ITIL (PeopleCert)

ITIL 4 Strategist: Direct, Plan & Improve Training

LevelIntermediate
Duration3 Days
ExperienceITIL 4 Foundation + accredited training
Average Salary$96,560
LabsNo

Offered to the Jacksonville and Northeast Florida community through UNF Professional and Lifelong Learning in partnership with Applied Technology Academy — live online or in person, taught by ATA's practitioner instructors.

Course Overview

When you complete this class you will:

  • Understand the scope of what is to be directed and/or planned
  • Know how to use key principles and methods of direction
  • Be able to plan using key principles and methods
  • Know how to define effective policies, controls and guidelines
  • Understand the role of risk and risk management in DPI
  • Identify how governance impacts DPI
  • Know how to ensure controls are sufficient and not excessive
  • Understand the nature, scope and potential benefits of organizational change management
  • Facilitate key principles and methods of communications and OCM
  • Identify and manage all types of stakeholders
  • Effectively communicate and influence others
  • Create effective feedback channels
  • Understand how Lean and Agile methods can be leveraged
  • How to successfully apply DPI Concepts in the real world
  • How to create a “learning and improving" IT organization
  • Be prepared to pass the official ITIL 4 Direct, Plan, and Improve Course
Course Outline
  • Lesson 1: Introduction to Direct, Plan & Improve
    • ITIL 4 Certification Overview
    • Direct, Plan & Improve Publications
    • Direct Plan & Improve Learning Outcomes
  • Lesson 2: Direct, Plan & Improve: Key Concepts
    • Key DPI Concepts
    • Key DPI Terms
    • How Value, Outcomes, Costs and Risks Relate to DPI
    • Measurement and Reporting
  • Lesson 3: Understanding ‘Scope’ and Applying Direct, Plan & Improve
    • Strategic Planning
    • Cascading Objectives
    • Policies, Controls and Guidelines
    • Decision Making Authority
  • Lesson 4: The Role of Governance, Risk and Compliance (GRC) and The Service Value System The Role of Governance, Risk and Compliance
    • How to Integrate Governance, Risk and Compliance into the SVS
    • Risk Management in DPI
    • Governance and DPI
  • Lesson 5: Continual Improvement
    • Key Principles and Methods
    • Continual Improvement Model
  • Lesson 6: Continual Improvement: Assessment Methods
    • How to Identify Assessment Criteria
    • Data Collection
    • Selecting Assessment Methods
    • Assessment Methods and Outputs
  • Lesson 7: Continual Improvement: Where do we want to be?
    • Defining the Next Point
    • Priority and Scope
    • Outcomes
    • Take Action
  • Lesson 8: Continual Improvement: Keeping Up Momentum
    • Keeping People Engaged
    • Lessons Learned Analysis
    • Measurement and Reporting Practice
  • Lesson 9: Organizational Change Management (OCM) and Communication
    • Key Principles
    • OCM Purpose and Application
    • Key Terms, Principles and Scope
  • Lesson 10: Organizational Change Management: Practice Success Factors (PSFs)
    • Types of PCFs
    • Key Metrics
    • OCM and the SVC
  • Lesson 11: Organizational Change Management: Stakeholders
    • Identifying and Managing Stakeholders
  • Lesson 12: Organizational Change Management: Communication Principles
    • Types of Effective Communication
    • Communication Feedback Channels
    • Effective Interfaces
  • Lesson 13: Measurement and Reporting in Direct, Plan & Improve
    • Key Terms and Definitions
    • Reporting Good Practices
    • Types of Measurement
  • Lesson 14: Measure & Report: Planning and Evaluation Model
    • Purposed and Objectives of the Planning and Evaluation Model
    • Balanced Scorecard
    • Success Factors and KPIs
  • Lesson 15: Direct, Plan & Improve Value Streams and Practices
    • Differences Between Value Streams and Practices
    • Value Stream Mapping
    • Measuring the Four Dimensions
    • Workflow
    • Feedback
  • Lesson 16: Value Streams & Practices: Apply Guiding Principles to Direct, Plan & Improve
    • Applying the 7 Guiding Principles
    • Optimizing and Creating Workflows
    • Efficient Designs and Workflow Metrics
    • Theory of Constraints and Kanban
    • Institutionalizing Change
  • Lesson 17: Summary
Intended Audience
  • 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
Prerequisites
  • Delegates must hold ITIL4 Foundation certification.
  • In order to take this exam students must have completed an accredited Direct, Plan and Improve course.

Exam Details:

  • The DPI exam is a closed book exam
  • Publications are not permitted to be used in the exam The exam is 90 minutes in duration
  • Students taking the exam in a language that is not their native language are awarded 25% extra time
  • There are 40 questions, each worth 1 mark
  • You need to get 28 questions correct (70%) to pass the exam The questions are all multiple choice