The course will be useful for preparing for the ITIL 4 Strategist: Direct Plan and Improve (DPI) exam, which is simultaneously included in two ITIL 4 certification branches: Managing Professional (MP) and ITIL Strategic Leader (SL). Author's additions and cases, as well as a demonstration of tools will help to perceive knowledge from a practical point of view.
This course will be useful for IT specialists in building ITSM processes, IT service management specialists, heads of IT departments who want to develop strategic service management.
Before attending this course, students must have:
Completion of the ITIL 4 Foundation course and / or relevant practical work experience.
- Introduction: basic concepts in the context of DP
Formation of ITIL 4 Service Value Creation System (SVS)
- Vision, mission, strategy. Values, Results, Costs, Risks (VOCR).
- Operations, tactics, control.
- Policies, principles, rules, compliance with standards and regulators.
- Leadership (Governance). Planning. Improvement. Reporting.
Organization, communications and organizational change management
- 4 aspects of service management. Service Management Office.
Strategy and direction
- The essence of the organization. Component relationships. Effective communications.
- Organizational change management.
- Discovery, planning and communication with stakeholders.
- Relationship with project management practices
Measurement and reporting
- Strategy management. Review of methodologies and practices of strategizing.
- Strategy management models for various organization archetypes.
- Spiral dynamics, organizational maturity, dynamic strategies.
- Creation of organizations and processes for effective decision making.
- Four contexts of difficulty/uncertainty and what to do about it.
- Risk management. Risks and technology debt.
- Portfolio management as a key practice for making decisions about changes.
- Set direction through leadership, risk, compliance (GRC).
- Integration of strategy and SIAM, EAM
Assessment and planning
- KSF, KPI, KGI. Measurement on 4 aspects.
- Features of measuring services, products, projects.
- Basic reporting principles
- Fundamentals of planning. Fundamentals of assessment.
- SLA design with an understanding of how the achievement of goals will be analyzed.
- SWOT, GAP, DELPHI, PESTLE, M. Porter's 5 forces model, portfolio analysis models.
- Satisfaction rating. Assessment of readiness for change. Maturity assessment.
- Visualization of metrics, value streams and results.
- Planning in different life cycle models. Waterfall, Agile and hybrid models.
- Practical approaches to implementing continuous improvement (CI).
- Application of measurements and reporting in CI.
- Introduction to NPD and innovation management.