ITIL® 4 Direct, Plan and Improve

Duration

3 days

Overview

ITIL ITIL 4 brings ITIL up to date in 2019 by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.

ITIL 4 Strategist Direct, Plan and Improve (DPI) provides individuals with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction.

This course covers the influence and impact of Agile and Lean ways of working, and how they can be leveraged to an organization's advantage. Furthermore, it provides practitioners with a practical and strategic method for planning and delivering continual improvement with the necessary agility.

Course and Learning Objectives

This course prepares students for the ITIL 4 Direct, Plan and Improve exam. After participating in this course, a candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Direct, Plan and Improve publication to establish a learning and improving IT organization.

Following the completion of the course, participants will be able to understand and know:

• the Key Concepts of Direct, Plan & 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 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 Organizational 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

Target Audience

The target audience for this qualification aimed at managers of all levels involved in shaping direction and strategy or developing a continually improving team. It will cover both practical and strategic elements.

Pre-requisites

For this course you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course.

About the Examination

The exam is closed book with 40 multiple choice questions. The pass score is 70% (28 out of 40 questions). The exam lasts 90 minutes. The exam can be taken Online.

Certificate

ITIL® 4 Direct, Plan and Improve (DPI)

Credits

Upon successfully achieving the ITIL Foundation certificate, student registered with PMI will be recognized with 21 Professional Development Units (PDU’S).

Reference Materials

Additional reference materials are not required for this course

Course Approach

This course is delivered in a classroom setting using a case study and exercises that are designed to enhance the candidates understanding of ITIL 4. Students who have attended this course, and have done some self study, are suitably prepared to take the associated ITIL 4 DPI test.

Course Student Material

Students will receive an ITIL® DPI classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Learning Outcome

• 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 , and learn how to:
• cascade objectives and requirements
• define effective policies, controls and guidelines
• place decision-making authority at the correct level
• Understand the role of Governance, Risk and Compliance (GRC) and know how to integrate the principles and methods into the service value system
• Learn how to use the key principles and methods of communication and organizational change management to direction, planning and improvement, and how to:
• use the ITIL continual improvement model to improve the service value system or any part of the Service Value System (SVS)
• identify assessment objectives, outputs, requirements and criteria
• select an appropriate assessment method for a particular situation
• define and prioritize desired outcomes of an improvement
• build, justify and advocate for a business case
• conduct improvement reviews & analysis of lessons learned
• embed continual improvement at all levels of the SVS
• Understand and know how to use the key principles and methods of communication and Organizational Change Management (OCM) to direction, planning and improvement, and:
• the nature, scope and potential benefits of OCM
• how to use the key principles and methods of Communication & OCM
• how to establish effective interfaces across the value chain
• Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement, and:
• how to define indicators and metrics to support objectives
• Learn how to direct, plan and improve value streams and practices, and:
• the differences between value streams and practices and how those differences impact direction, planning and improvement
• how to select and use the appropriate methods and techniques to direct, plan and improve value streams and practices.

Programme scope, delivery arrangements and suitability are confirmed during enquiry.