The course will help students to understand: -

• Understand the Key Concepts of Direct, Plan & Improve
• 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 governance, risk and compliance (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

• Individuals continuing of their journey in service management
• ITSM managers and aspiring ITSM managers
• Managers of all levels involved in shaping direction and strategy or developing a continually improving team

Candidates must hold the ITIL 4 Foundation certificate.

• Understand the following key terms:
  • Direction
  • Planning
  • Improvement
  • Operating Model
  • Methods
  • Risks
  • Scope of control
• Understand the differences between the following key concepts:
  • Vision and Mission
  • Strategy, Tactics and Operations
  • Governance compliance and management
  • Policies, Controls and Guidelines
• Understand the concepts of Value, Outcomes, Costs & Risks and their relationships to direction, planning & improvement
• 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
• Know how to ensure that controls are sufficient, but not excessive
• Know how to use the ITIL continual improvement model to improve the service value system or any part of the SVS
• Know how to identify assessment objectives, outputs, requirements and criteria
• Know how to select an appropriate assessment method for a particular situation
• Know how to define and prioritize desired outcomes of an improvement
• Know how to build, justify and advocate for a business case
• Know how to conduct:
  • Improvement reviews
  • Analysis of lessons learned
• Know how to embed continual improvement at all levels of the SVS
• Understand the nature, scope and potential benefits of organizational change management
• 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
• Know how to establish effective interfaces across the value chain
• Know how to define indicators and metrics to support objectives
• Understand the differences between value streams and practices and how those differences impact direction, planning and improvement
• 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