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Courses > IT service management (ITSM/ITIL)

Course Description

Goals:

Understand the key concepts of direction, planning, improvement.

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 Communication and Organizational Change Management to direction, planning and improvement.

Understand and know how to use the key principles and methods of measurement and reporting in direction, planning, and improvement.

Understand and know how to direct, plan, and improve value streams and practices

Justify your higher salary and promotion for job by preparing for ITIL®4.0 DPI certification.

Audience:

IT Pros, IT managers, IT Product owners, CIO, CTO

You will learn

You’ll be able to

  • form the vision and mission of the IT organization;
  • formulate goals and requirements;
  • manage policies and regulations;
  • identify and manage the balance of benefits, costs and risks;
  • plan IT services from the portfolio to ongoing improvements;
  • organize management within the framework of the IT strategy.

You'll learn

  • principles of management, planning and improvement of IT services;
  • Concept: Lead – Manage Risk – Comply with Regulatory Requirements (GRC);
  • how to apply a value management system;
  • how to put into practice the ITIL 4.0 guidelines;
  • objectives of strategic management in IT;
  • basic principles of service portfolio management;
  • the relationship between the goals of the organization and risk management;
  • key concepts of planning and evaluation;
  • the concept of continuous improvement.

Be able to prepare for the ITIL® 4.0 DPI certification exam.

Prerequisites

Successful graduation from ITIL 4.0 Foundation training.

Course Program (16 hours)

  • Module 1. Introduction

    • Let’s Get to Know Each Other
    • Course Introduction

  • Module 2. Core concepts of Direct, Plan & Improve

    • Key terms
    • Key Concepts
      • Basics of Direction
      • Basics of Planning
      • Basics of Improvement

  • Module 3. DPI through Service Value System and Guiding Principles

    • Key terms
    • Key Concepts
      • Direct, plan, and make improvements through the SVS.
      • ­Consider and apply the guiding principles in the context of DPI.

  • Module 4. Role of Direction in Strategy Management

    • Introducing Strategy Management
    • ­Developing Effective Strategies
    • Defining Structures and Methods for Decision-Making

  • Module 5. Implementation of Strategies

    • Managing Risks
    • ­Making Decisions through Portfolio Management
    • ­Developing a Business Case
    • ­Directing via Governance, Risk, and Compliance (GRC)

  • Module 6. Assessment and Planning through VSM

    • Concepts of Assessment and planning
    • Conducting Effective Assessments
    • Introducing Value Stream Mapping (VSM)
    • ­Developing Value Stream Maps

  • Module 7. Measurement, Reporting, and CI

    • Measurement and Reporting
    • Alignment of Measurements and Metrics
    • Success Factors and Key Performance Indicators
    • ­­Continual Improvement

  • Module 8. Measurement and CI through Dimensions and SVS

    • Measurements for the Four Dimensions
    • ­Continual Improvement of the Service Value Chain and
    • Practices

  • Module 9. OCM Principles and Methods

    • OCM concepts
    • ­­OCM throughout DPI and Service Value Chain
    • ­Resistance and Reinforcement

  • Module 10. Communication Principles and Methods

    • Basics of Effective Communication
    • ­­­Communication with Stakeholders

  • Module 11. SVS Development Using the Four Dimensions

    • Organizations and People in the SVS
    • ­Partners and Suppliers in the SVS
    • Value Streams and Processes in the SVS
    • ­Information and Technology in the SVS

  • Module 12. ITIL 4.0 DPI module certification

    • ITIL certification schema and levels
    • DPI exam preparation
    • Mock up exam
    • Recommendations for preparation and taking the certification exam
    • Congratulations!

Course Schedule

Leave a request for corporate training *

* Corporate training ensures increased performance, compliance with higher professional standards, and the formation of an efficiently working team of specialists.

Trainers

Danil Dintsis
Our trainers

Learning price

3650 ₪