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ITIL 4 Direct, Plan and Improve (DPI)

E-learning Available
Full Time

Information Technology Infrastructure Library (ITIL ®) is a widely adopted body of knowledge and best practice framework for service management worldwide. ITIL 4 has evolved from the current version (ITIL v3) 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 provides practical and flexible guidance to support organizations on their journey to digital transformation. It provides an end-to-end IT/digital operating model for the delivery and operation of tech-enabled products and services and enables IT teams to continue to play a crucial role in wider business strategy.

This 3-day session will equip participants in the fifth ITIL 4 publication and the latest evolution of the most widely adopted guidance for ITSM.

LEARNING OBJECTIVES

This three-day workshop will enable participants to;

  • 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 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 improvements.
  • 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.


WHO SHOULD ATTEND
Individuals continuing 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.
Existing ITIL qualification holders wishing to develop their knowledge.

PREREQUISITE
The prerequisite for this course is that the candidate must have passed the ITIL®4 Foundation examination .

COURSE MATERIALS

Each participant will receive a course binder containing copies of presentation slides, case studies, exercises, and suggested solutions.

ITIL 4 DIRECT, PLAN & IMPROVE CERTIFICATION EXAM
Participants are required to write ITIL 4 Direct, Plan & Improve Exam at the end of the course. The exam consists of 40 multiple choice questions, with a passing score of 28, equating to 70%.

WHAT YOU WILL LEARN

  1. Course Introduction & Introduction
  2. Concepts of Direct, Plan & Improve (Dpi)
  3. Scope of Controls Within Direction and Planning
  4. Risk Management and Governance in Dpi
  5. ITIL Continual Improvement Model
  6. Organisational Change Management
  7. Measurement and Reporting in Direction, Planning and Improvement
  8. Improving Value Streams and Practices
  9. Wrap Up, Mock Exam and Closing
  10. ITIL 4 Direct, Plan & Improve Exam.