ITIL 4 Strategist: Direct, Plan, and Improve
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 at www.peoplecert.org.
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Check out our full list of training locations and learning formats. Please note that the location you choose may be an Established HD-ILT location with a virtual live instructor.
- Live Classroom
Train face-to-face with the live instructor.
- Established HD-ILT Location
Interact with a live, remote instructor from a specialized, HD-equipped classroom near you.
*An SLI sales rep will confirm location availability prior to registration confirmation.
- Virtual Remote
Attend the live class from the comfort of your home or office.
All Sunset Learning dates are guaranteed to run!
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Prerequisites:
Candidates must hold the ITIL 4 Foundation certificate.
Target 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
Course Objectives:
- 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
Course Outline:
- 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