Duration 3 days – 21 hrs
Overview
The ITIL (Information Technology Infrastructure Library) Strategist – Direct, Plan and Improve training course is designed for IT professionals and leaders seeking to enhance their skills in strategic planning, governance, risk management, and continual improvement. This course focuses on equipping participants with the knowledge and tools necessary to lead and influence effective organizational change and transformation within the IT service management (ITSM) context.
Objectives
- Scope Mastery: Understand the scope of activities to be directed and planned within the context of IT service management.
Learn how to apply key principles and methods for effective direction and planning in various organizational contexts.
- Integration of GRC Principles: Explore the role of Governance, Risk, and Compliance (GRC) within the service value system.
Learn how to seamlessly integrate GRC principles and methods into the overall direction, planning, and improvement processes.
- Service Value System Understanding: Gain insights into the service value system and its significance in delivering value to stakeholders.
Understand how to align direction, planning, and improvement activities with the overarching service value system.
- Organizational Change Management (OCM): Master the key principles and methods of Organizational Change Management (OCM).
Learn how to effectively apply OCM principles to drive successful direction, planning, and improvement initiatives.
- Continuous Improvement Techniques: Acquire knowledge of continuous improvement techniques and methodologies.
Understand how to identify opportunities for improvement and implement changes to enhance service delivery.
- Adaptive Planning and Flexibility: Learn the importance of adaptive planning in dynamic organizational environments.
Develop flexibility in planning to respond effectively to changing business needs and circumstances.
- Metrics and KPIs for Improvement: Understand the significance of metrics and Key Performance Indicators (KPIs) in evaluating and driving improvement.
Learn how to establish and use relevant metrics to measure the success of directed and planned activities.
- Effective Communication Strategies: Explore effective communication strategies for conveying direction, plans, and improvement initiatives.
Understand the role of clear and concise communication in gaining stakeholder buy-in and support.
Audience
- Leaders and Managers of Service Providers: Executives, directors, and senior managers responsible for overseeing IT service delivery.
- Team Leads: Leaders of teams within the IT service management structure.
- Quality Managers: Professionals responsible for ensuring the quality of IT services and processes.
- Individuals Involved in Risk Management: Those responsible for identifying, assessing, and managing risks in the IT environment.
- Organizational Change Managers: Professionals tasked with leading and managing organizational change initiatives.
- Management of Improvements: Individuals involved in planning, implementing, and managing continual improvement processes.
- Continuous Improvement Managers: Professionals specifically focused on driving continuous improvement within IT services.
- Process Owners: Individuals responsible for specific ITIL processes within the organization.
- Change Managers: Professionals overseeing the management of changes within the IT environment.
- Capacity Managers: Those responsible for ensuring IT capacity meets current and future business needs.
- Business Continuity Managers: Professionals managing business continuity and disaster recovery processes.
- IT Operations Managers: Managers overseeing day-to-day IT operations.
- Service Portfolio Managers: Individuals responsible for managing the organization’s service portfolio.
- Service Designers: Professionals involved in designing IT services to meet business requirements.
- Cloud Architects and Cloud System Engineers: Experts involved in designing and managing cloud-based IT solutions.
- Product Owners:
- Individuals responsible for defining and prioritizing features of IT products and services.
- Project Managers: Managers overseeing IT projects within the organization.
- Service Level Managers: Professionals responsible for defining and managing service level agreements.
- Business Relationship Managers: Individuals fostering positive relationships between IT and business stakeholders.
- Customer Relationship Managers: Professionals managing relationships with external customers or clients.
Pre- requisites
- ITIL 4 Foundation Certification: Candidates are usually required to have completed the ITIL 4 Foundation course and obtained the ITIL 4 Foundation certification. This foundational certification ensures a basic understanding of ITIL principles and practices.
- Work Experience: While not always explicitly stated, candidates are often expected to have practical experience in IT service management or related areas. The course content is designed for individuals with real-world experience in IT service delivery and improvement.
Course Content
Introduction and Review of ITIL 4 Foundation
- DPI Introduction
- ITIL ® 4 Foundation Recap
Key Concepts
- Direction
- Planning
- Improvement
- Governance, Compliance and Management
- Relationship with DPI
Key Principles and Methods of Direction and Planning
- Identifying Scope of Control
- Cascading Objectives
- Defining Effective Policies, Controls and Guidelines
- Placing Decision-Making Authority at the Correct Level
Governance, Risk, and Compliance (GRC)
- Risk and risk Management
- Governance
- Compliance
Principles and Methods of Continual Improvement
- Continual Improvement Culture
- ITIL Continual Improvement Model
- Assessment objectives, outputs, requirements and criteria
- Assessment methods
- Business case
- Improvement Reviews and Lessons Learned
Communication and Organizational Change Management
- Organizational Change Management (OCM)
- Key principles and methods of communications & OCM
- Effective interfaces across the value chain
Measurement and Reporting
- Measurement, metric, indicator
- Measurement cascades and hierarchies
- Success factors and KPIs
Value Streams and Practices
- Value streams and practices
- Methods and techniques
