When multiple people are involved in business activities, coordination and collaboration are crucial. Because organizations are usually hierarchical, direction is often provided from the top down. Unless the objectives and actions of different groups are planned and alignedf their desired outcomes will likely not be achieved. Even if hey are achieved, poor coordination usually results in missteps, restarts, and rework.
Direct, Plan and Improve is part of the ITIL 4 suite, the latest evolution of the most widely adopted guidance for ITSM. Its audience is those with a foundational knowledge of the ITIL 4 guidance who aim to develop their understanding of essential principles and techniques.
ITIL4 Strategist Drive, Plan & Improve course will give learner understanding of how to build and run organization in continuous improvement cycle by using various best practices and proven process models.
The learning outcome will be as follow as:
1. Understand the Key Concepts of Direct, Plan & Improve
1.1 Understand the following key terms:
1.2 Understand the differences between the following key concepts:
Vision and Mission
1.3 Understand the concepts of Value, Outcomes, Costs & Risks and their relationships to direction, planning & improvement
2. 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
2.1 Identify the scope of control and within this:
3. Understand the role of GRC and know how to integrate the principles and methods into the service value system
4. Understand and know how to use the key principles and methods of continual improvement for all types of improvements:
4.1 Know how to use the ITIL continual improvement model to improve the service value system or any part of the SVS
4.2 Know how to identify assessment objectives, outputs, requirements and criteria
4.3 Know how to select an appropriate assessment method for a
4.4 Know how to define and prioritize the desired outcomes of an
4.5 Know how to build, justify and advocate for a business case
4.6 Know how to conduct:
5. Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction, planning and improvement
5.1 Understand the nature, scope and potential benefits of
organizational change management
5.2 Know how to use the key principles and methods of Communication & OCM:
5.3 Know how to establish effective interfaces across the value chain
6. Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement
6.1 Know how to define indicators and metrics to support objectives
7. Understand and know how to direct, plan and improve value streams and practices
7.1 Understand the differences between value streams and practices and how those differences impact direction, planning and improvement
7.2 Know how to select and use the appropriate methods and techniques to direct, plan and improve value streams and practices.
Exam type: Closed Book
Exam Duration: 90 minutes
Questions: 40 (Multiple Choice Questions)
Passing criteria: 70% a raw score of 28 marks or above
The learner/professionals must have passed the ITIL 4 Foundation examination. In addition, the candidate must have attended an accredited training course for this module (the recommended duration for this training is 18 hours including the examination).