ITIL® 4 Strategist: Direct, Plan And Improve Training - South Africa

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

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