ITIL® 4 Strategist Direct, Plan & Improve – DPI

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 2019 guidelines.


·         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 organisational Change Management to direction, planning and improvement

·         Understand and know how to use the key principles and methods of measurement and reporting in directing, planning and improvement

·         Understand and know how to direct, plan and improve value streams and practices


·         Understand the following key terms:

o   Direction

o   Planning

o   Improvement

o   Operating Model

o   Methods

o   Risks

o   Scope of control

·         Understand the differences between the following key concepts:

o   Vision and Mission

o   Strategy, Tactics and Operations

o   Governance compliance and management

o   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:

o   Know how to cascade goals and requirements

o   Know how to define effective policies, controls and guidelines

o   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:

o   Improvement reviews

o   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

o   Identify and manage different types of stakeholders

o   Effectively communicate with and influence others

o   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.

o   Addressing the 4 dimensions

o   Applying the guiding principles

o   Value stream mapping

o   Optimization of workflow

o   Elimination of waste

o   Ensuring & utilizing feedback


·         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

  • ITIL® 4 Foundation is required


3 Days