Syllabus of ITIL 4 Strategist: Direct,Plan,and Improve Course
Module 1: Understand the following key terms
- Direction
- Planning
- Improvement
- Operating Model
- Methods
- Risks
- Scope of control
Module 2: Understand the differences between the following key concepts
- Vision and Mission
- Strategy, Tactics and Operations
- Governance compliance and management
- Policies, Controls and Guidelines
Module 3: Understand the concepts of Value, Outcomes, Costs & Risks and their relationships to direction, planning & improvement
Module 4: Identify the scope of control and within this
- Know how to cascade goals and requirements
- Know how to define effective policies, controls and guidelines
- Know how to place decision-making authority at the correct level
Module 5: Know how to ensure that controls are sufficient, but not excessive
Module 6: Know how to use the ITIL continual improvement model to improve the service value system or any part of the SVS
Module 7: Know how to identify assessment objectives, outputs, requirements and criteria
Module 8: Know how to select an appropriate assessment method for a particular situation
Module 9: Know how to define and prioritize desired outcomes of an improvement
Module 10: Know how to build, justify and advocate for a business case
Module 11: Know how to conduct
- Improvement reviews
- Analysis of lessons learned
Module 12: Know how to embed continual improvement at all levels of the SVS
Module 13: Understand the nature, scope and potential benefits of organizational change management
Module 14: Know how to use the key principles and methods of Communication & OCM
- Identify and manage different types of stakeholders
- Effectively communicate with and influence others
- Establish effective feedback channels
Module 15: Know how to establish effective interfaces across the value chain
Module 16: Know how to define indicators and metrics to support objectives
Module 17: Understand the differences between value streams and practices and how those differences impact direction, planning and improvement
Module 18: Know how to select and use the appropriate methods and techniques to direct, plan and improve value streams and practices
- Addressing the 4 dimensions
- Applying the guiding principles
- Value stream mapping
- Optimization of workflow
- Elimination of waste
- Ensuring & utilizing feedback