ITIL® 4 Strategist: Direct, Plan and Improve

$2,775.00

This course provides IT leaders, practitioners and support staff with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners.

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 guidelines.

As part of this course, all candidates will receive an exam voucher for the ITIL Strategist: Direct, Plan and Improve exam through Peoplecert. As of February 1, 2022, all exams will be administered in an online proctored format only. Exams can be scheduled atwww.peoplecert.org.

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Provided by: GlobalKnowledge

  • 24 hours
  • Virtual Classroom / Online
  • English
  • Adults
  • Yes
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  • 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


  • 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

    • 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



Delegates must hold ITIL4 Foundation certification.

This course prepares delegates for the ITIL 4 Strategist: Direct Plan and Improve examination and is one of the four modules that lead to the ITIL 4 Managing Professional designation, and one of the two modules that lead to the ITIL 4 Strategic Leader designation.

IS THIS THE RIGHT COURSE?




Delegates must hold ITIL4 Foundation certification.


WHO SHOULD ATTEND?




  • 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


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