Course Description
Objectives
All our courses have a strong practical component. The theoretical part is constantly complemented by simulations on real IT problems.
It will provide practitioners with a practical and strategic method for planning and delivering continual improvement with necessary agility and can contribute to:
- Improve the quality of IT services offered
- Reduce IT operating costs
- Apply the basic concepts of organizational models
- Acquire the terminology
- The structure of the organizational model
- Offer more reliable support
- Improve customer satisfaction
- Achieve greater flexibility
- Define more clearly the opportunities IT offers to increase business
At the end of each section of the course, there will be a hands-on exercise to fix the concepts just explained and become familiar with the exam questions.
This course leads to the ITIL 4 DPI certification exam session, the passing of which provides an advanced-level professional qualification in IT Service Management and allows you to continue on to more advanced courses (ITIL Managing Professional, ITIL Strategic Leader).
Who it is addressed to
- It is aimed at managers of all levels involved in shaping direction and strategy or developing a continually improving team. It provides individuals with the practical skills necessary to create a 'learning and improving' IT organization, with a strong and effective strategic direction.
Contents of the ITIL Direct Plan and Improve course
Introduction
- Why direction, planning, and improvement matter
- Direction
- Planning
- Improvement
- The role of measurement and reporting
- Direction, planning, and improvement of the ITIL SVS
- Applying the guiding principles
- Value, outcomes, costs, and risks in direct, plan, and improve
- Direction, planning, and improvement for everyone
Strategy and direction
- Strategy management
- Defining the structures and methods used to direct behaviours and make decisions
- The role of risk management in direction, planning, and improvement
- Portfolio management: a key decision-making practice
- Direction via governance, risk, and compliance
Assessment and planning
- Basics of assessment
- Basics of planning
- Introduction to value stream mapping
Measurement and reporting
- Basics of measurement and reporting
- Types of measurements
- Measurement and the four dimensions
- Measurement of products and services
Continual improvement
- Creating a continual improvement culture
- Continual improvement of the service value chain and practices
- Continual improvement in organizations
- The continual improvement model
- Using measurement and reporting in continual improvement
Communication and organizational change management
- Basics of effective communication
- Identifying and communicating with stakeholders
- Basics of OCM
Developing a service value system
- Adopting the guiding principles
- Centre of excellence for service management
- The four dimensions of service management in the SVS
Bringing it together
- Modern leadership
- Using the guiding principles for direction, planning, and improvement
Trainer
BITIL.COM lecturers are accredited (Accredited Trainer) by the international training body to teach and supervise exams; specialists in IT Service Management, they are professionals with many years of experience in ITIL best practice adoption projects in medium and large IT Directorates, able to transfer a software vendor-independent and totally business-oriented implementation approach.
This ITIL® course is offered by BITIL.COM ATO by Peoplecert.
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
