Objectives
· 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
Outline
· 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
Audience
· 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
