ITIL® 4 Strategist: Direct, Plan and Improve Training

• Educational Background: To pursue the ITIL® 4 Strategist: Direct, Plan, and Improve Training (DPI) certification, learners must understand ITIL® 4 concepts and have passed the ITIL® 4 Foundation Certification Exam. 

• Language Proficiency: Learners should have a good command of English, as all course materials, assessments, and discussions are conducted in English.  

• Interest in Process Improvement & Delegation: This course is ideal for individuals with a keen interest in learning IT Process Improvement & Delegation 

• Strategic Direction Mastery: Learners will understand how to define and implement strategic direction for IT services, aligning them with business goals. 

• Planning and Improvement Techniques: Learners will develop skills to create actionable plans for IT service improvement and drive ongoing efficiency across teams. 

• Data-Driven Decision Making: Learners will gain the ability to make informed, data-backed decisions that support continuous improvement and business success. 

• Leadership and Change Management: Learners will acquire leadership skills to manage change, guiding teams through transitions and ensuring sustained service excellence. 

This course is ideal for IT professionals and leaders looking to enhance their strategic, planning, and improvement skills to drive business success through effective IT service management.

• IT Managers

• Service Delivery Managers

• IT Consultants

• IT Project Managers

• Change Managers

• Business Analysts

• Service Management Professionals

Module 1: Introduction and Key Concepts

• Direct, Plan, and Improve

• Scope of Control

• Direction

  • Mechanisms for Direction

  • Policies

  • Guidelines

  • Risks

  • Controls

• Planning

  • Strategy and Strategic Planning

  • Tactics and Tactical Planning

  • Operations and Operational Planning

  • Methods

• Improvement

  • The Role of Measuring and Reporting.

  • Operating Model

  • Operating Model – The ITIL Service Value Chain

  • Mapping Operating Models

  • Applying the Guiding Principles

• Value, Outcomes, Costs, and Risks in DPI
   

Module 2: Strategy and Direction

• Cascading Objectives

• Cascading Requirements

• Defining the Structures and Methods Used to Direct Behaviours and Make Decisions

• Governance Structures Used for Decisions-making

• Key Governance Structures and their Roles

• Governance Structures Used for Decisions-making

• Governance and the Service Provider

• Placing Decision-making at the Right Level

• Impacts of Governance on DPI

• Role of Risk Management in DPI

• Role of Risk and Risk Management in Planning and Improvement

• Portfolio Management

• Building, Communicating, and Advocating

• A Simple Business Case Structure

• Effective Policies

• Effective Controls

• Effective Guidelines
   

Module 3: Assessment and Planning

• Basics of Assessment

• Effective Assessment

• Types of Assessment

• Assessment Objectives

• Collection of Current State Data or Other Evidence

• Choosing an Assessment Method

• Assessment Methods and their Outputs

• Gap Analysis

• SWOT Analysis

• Change Readiness Assessment

• Customer/User Satisfaction Analysis

• SLA Achievement Analysis

• Benchmarking

• Maturity Assessments

• Defining Assessment Objectives and Criteria
   

Module 4: Introduction to Value Stream Mapping

• Introduction to Value Stream Mapping

• Lean

• Avoiding Local Optimisation

• Value of Value Stream Mapping

• Developing a Value Stream Map

• Types of Waste

• Muda Subcategories

• Developing a Value Stream Map

• Increasing the Detail in Value Stream Maps

• Typical Mistakes in Value Stream Mapping
   

Module 5: Measuring and Reporting

• Basics of Measuring and Reporting

• Developing a Value Stream Map

• Defining and Using Measurements and Reporting

• Reasons for Measuring

• Types of Measurements

• Measurement Cascades and Hierarchies

• Planning and Evaluation Model

• Balanced Scorecard

• IT Component-to-Scorecard Hierarchy: Metric Tree

• Organisational Improvement Cascade

• Success Factors and KPIs

• Leveraging SMART

• KPIs Influence Behaviour
   

Module 6: Measurement and the Four Dimensions

• Measurement of Organisation and People

• Measurement of Information and Technology

• Measurement of Partners and Suppliers

• Measurement of Value Streams and Processes

• Lagging and Leading Indicators

• Process Metrics

• Flow Efficiency
   

Module 7: Continual Improvement

• Creating a Continual Improvement Culture

• Continual Improvement of the Service Value Chain and Practices

• Continual Improvement in Organisations

• Continual Improvement Model

• What is the Vision?

• Visions for Planned Improvements

• Where are we now?

• Assessments

• Where Do We Want to be?

• Prioritising and Scoping Outcomes

• Making the Business Case and Reaching an Agreement

• Creating an Action Plan

• Working Iteratively

• Conducting an Improvement Review

• Identifying Additional Improvement Opportunities

• Using Measurement and Reporting in Continual Improvement
   

Module 8: Communication and Organisational Change Management (OCM)

• Communication Principles

• Communication is a Two-Way Process

• Method of Communication

• Message is in the Medium

• Defining and Establishing Feedback Channels

• Identifying and Communicating with Stakeholders

• Stakeholder Mapping

Module 9: Basic of Organisational Change Management (OCM)

• Basics of OCM

• Essentials for Successful Improvement

• OCM Throughout Direction, Planning, and Improvement

• OCM and Direction

• OCM and Planning

• OCM and Improvement

• OCM Throughout the Service Value Chain

• Feedback and Metrics

• Actions
   

Module 10: Developing a Service Value System

• Adopting the Guiding Principles

• Centre of Excellence for Service Management

• Dimensions of Service Management in the SVS

• Establish Effective Interfaces Across the Value Chain

• Partners and Suppliers in the SVS

• Value Streams and Processes in the SVS

• Focus on Value Streams

• Relationship Between Value Streams and Practices

• Designing a Workflow

• Considerations for Efficient Design

• Theory of Constraints

• Kanban Technique for Managing Work