Introduction

This course is part of both ITIL® 4 training tracks. It is, therefore, one of the certifications that the student must pass to obtain the Managing Professional (MP) and Strategic Leader (SL) designation as shown in the chart:

ITIL® 4 Strategist: Direct, Plan and Improve provide the practical skills needed to create a “learn and improve” based IT organization with strong and effective strategic direction. The course is designed to provide professionals with a practical and strategic method to plan and deliver continuous improvement with the necessary agility.

Objectives

Upon completion of this course, students will be able to understand:

• The Critical Success Factors of IT service management excellence.
• The value stream for a new service.
• The value stream for user support.
• How to prioritize and manage work.
• The keys to commercial and procurement management.

Student profile

Executives and Managers of IT and business areas; Consultants, Service Providers, Service Development and Support Staff and, in general, all those interested in better provisioning and delivery of high quality IT services, as well as people interested in obtaining the ITIL® Strategist: Direct, Plan and Improve Certificate.

The ITIL® Strategist: Direct, Plan and Improve Certificate is a prerequisite for the ITIL® 4 Managing Professional and ITIL® 4 Strategic Leader designations. The exam consists of a one-and-a-half-hour test (check for non-English speakers) with multiple-choice questions, usually held at the end of the course.

 Prerequisites

It is recommended that attendees have more than 1 year of work experience in the IT industry.

Course Materials

Each student will receive a copy of the official documentation.

Methodology

• Presentation of concepts through explanatory slides.
• Discussions with the students on approaching the different ITIL® concepts in their companies.
• Team practices to reinforce knowledge.
• Mock exam exercises to enable the student to pass the official certification exam.

Certifications

Continuous evaluation based on the activities carried out in groups and/or individually. The trainer will provide feedback on an ongoing basis or at the end of the activities individually to each participant.

24 Project Management Institute (PMI)® PDUs are awarded for attending this course.

Completing the course will enable subsequent completion of the ITIL® 4 Strategist: Direct, Plan and Improve exam.

As of November 1, 2019, the authorized certification body (AXELOS) makes it mandatory to take the exam associated with this training.

Duration of the exam: 90 minutes and 113 minutes for non-English speakers.

The conditions for additional certification services are subject to the terms of the license owner or the approved certification authority.

Accreditation

A Letter of Course Attendance will be issued only to students with an attendance of more than 75% and a Diploma of Achievement if they also pass the evaluation test.

ITIL® 4 Strategist: Direct, Plan and Improve Contents

1. Introduction

2. Basic Concepts

• Management Basics
• Planning Basics
• Improvement Basics
• Other core elements
• Exercise: Applying ECD concepts to a new service organization

3. IPR through the service value system and guiding principles

• SVS ECD (Service Value System)
• IPR Guiding Principles
• Exercise: Applying Guiding Principles to a new service organization

4. Management’s Role in Strategic Management

• Introduction to Strategic Management
• Developing Effective Strategies
• Defining Decision Making Structures and Methods
• Exercise: Strategy planning and direction for a service organization

5. Strategy implementation

• Managing risks
• Making decisions through portfolio management
• Developing a business case
• Steering through Governance, Risk and Compliance (GRC)
• Exercise: Defining Governance and Risk Management Structure

6. Introduction to assessment and planning

• Basic concepts of assessment
• Conducting effective assessments
• Planning basics

7. Assessment and planning through VSM (Value Stream Mapping)

• Introduction to VSM
• Developing value stream maps
• Learn more about VSM
• Exercise: Developing VSM

8. Measuring, reporting and continuous improvement

• Measurement and reporting
• Measurement and Metrics Alignment
• Success factors and key performance indicators
• Continuous improvement

9. Measurements and continuous improvement across Dimensions and SVS

• Measurements for all four dimensions
• Continuous improvement of the service value chain and practices

10. OCM (Organizational Change Management) principles and methods

• OCM basics
• OCM along the ECD and service value chain
• Resilience and reinforcement

11. Communication principles and methods

• Basic concepts of effective communication
• Communication with stakeholders
• Exercise: Understanding the importance of communication

12. Developing SVS using the Four Dimensions

• Organizations and people in SVS
• Partners and Suppliers in SVS
• Value Flows and Processes in the SVS
• Information and Technology in the SVS
• Exercise: Development of an SVS using the Four Dimensions

JST 363 | JST363 | JST-363