ITIL® 4: Strategist Direct, Plan, and Improve
(ITIL4-SDPI.AN1) / ISBN : 978-1-64459-255-7
About This Course
Skills You’ll Get
Get the support you need. Enroll in our Instructor-Led Course.
Interactive Lessons
11+ Interactive Lessons | 91+ Quizzes | 87+ Flashcards | 87+ Glossary of terms
Gamified TestPrep
40+ Pre Assessment Questions | 2+ Full Length Tests | 40+ Post Assessment Questions | 80+ Practice Test Questions
About the ITIL story
- Meet the Axle employees
- The story so far
ITIL Foundation recap
- The ITIL service value system
- The four dimensions model
Introduction
- Why direction, planning, and improvement matter
- Directing
- Planning
- Improvement
- The role of measurement and reporting
- Direction, planning, and improvement of the ITIL SVS
- Applying the guiding principles
- Value, outcomes, costs, and risks in direct, plan, and improve
- Direction, planning, and improvement for everyone
Strategy and direction
- Strategy management
- Defining the structures and methods used to direct behaviors and make decisions
- The role of risk management in direction, planning, and improvement
- Portfolio management: a key decision-making practice
- Direction via governance, risk, and compliance
- Summary
Assessment and planning
- Basics of assessment
- Basics of planning
- Introduction to value stream mapping
- Summary
Measurement and reporting
- Basics of measurement and reporting
- Types of measurements
- Measurement and the four dimensions
- Measurement of products and services
- Summary
Continual improvement
- Creating a continual improvement culture
- Continual improvement of the service value chain and practices
- Continual improvement in organizations
- The continual improvement model
- Using measurement and reporting in continual improvement
- Summary
Communication and organizational change management
- Basics of effective communication
- Identifying and communicating with stakeholders
- Basics of OCM
- Summary
Developing a service value system
- Adopting the guiding principles
- Centre of excellence for service management
- The four dimensions of service management in the SVS
- Summary
Bringing it together
- Modern leadership
- Using the guiding principles for direction, planning, and improvement
- Summary
Conclusion
Introduction
- Discussing Improvements in SVS
Strategy and direction
- Discussing about the Strategies of Business
Assessment and planning
- Identifying Pros and Cons of Assessment Methods
- Discussing about Organizational Performance
- Understanding Assessment Objectives and Criteria
- Identifying Pros and Cons for Evidence Collection
- Understanding Factors of Work Methods
Measurement and reporting
- Understanding Measurement Types
- Discussing about the Planning and Evaluation Model
- Understanding Levels of the Planning and Evaluation Model
Continual improvement
- Discussing about the Implementation of the Continual Improvement Model
Communication and organizational change management
- Understanding Communication Methods
- Discussing about a Stakeholder Communication Plan
- Discussing about Organizational Change Management
Developing a service value system
- Identifying Factors for Archetypal Service Relationship Types
- Discussing about the Four Dimensions of SVS
- Identifying Features of Evaluation Activities
Bringing it together
- Discussing about the Implementation of the Guiding Principles
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