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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• 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

Candidates must hold the ITIL 4 or ITIL 3 Foundation certificate.

• 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