Description
Deze 3-daagse ITIL® 4 Strategist: Direct, Plan, Improve (DPI) training biedt IT leiders, praktijkmensen en ondersteunend personeel de praktische vaardigheden welke nodig zijn om een ‘lerende en verbeterende’ IT organisatie te creëren, met een sterke en effectieve strategische richting. Deze cursus biedt praktijkmensen een praktische en strategische methode voor het plannen en leveren van voortdurende verbetering met de nodige wendbaarheid. De training is gebaseerd op het ITIL® 4 best practice service value system dat is opgenomen in de nieuwste 2019 richtlijnen.
The ITIL courses on this page are offered by Global Knowledge ATO of PeopleCert. ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Voor wie:
– 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
Voorkennis:
U dient in het bezit te zijn van de ITIL®4 Foundation certificering.
Inhoud:
1. Understand the following key terms
– Direction
– Planning
– Improvement
– Operating Model
– Methods
– Risks
– Scope of control
2. Understand the differences between the following key concepts
– Vision and Mission
– Strategy, Tactics and Operations
– Governance, compliance and management
– Policies, Controls and Guidelines
3. Understand the concepts of Value, Outcomes, Costs & Risks and their relationships to direction, planning & improvement
4. Identify the scope of control and within this
5. Know how to cascade goals and requirements
6. Know how to define effective policies, controls and guidelines
7. Know how to place decision-making authority at the correct level
8. Know how to ensure that controls are sufficient, but not excessive
9. Know how to use the ITIL continual improvement model to improve the service value system or any part of the SVS
10. Know how to identify assessment objectives, outputs, requirements and criteria
11. Know how to select an appropriate assessment method for a particular situation
12. Know how to define and prioritize desired outcomes of an improvement
13. Know how to build, justify and advocate for a business case
14. Know how to conduct
– Improvement reviews
– Analysis of lessons learned
15. Know how to embed continual improvement at all levels of the SVS
16. Understand the nature, scope and potential benefits of organizational change management
17. 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
18. Know how to establish effective interfaces across the value chain
19. Know how to define indicators and metrics to support objectives
20. Understand the differences between value streams and practices and how those differences impact direction, planning and improvement
21. 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
22. Ensuring & utilizing feedback
Het doel van de volgende ITIL practices
– 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
Examen
ITIL 4 Direct, Plan, Improve – inbegrepen in de training
Datum:
Neem hiervoor contact op met een van onze opleidingsadviseurs.
Duur: 3 dagen
Deze training is ook beschikbaar als:
– Maatwerktraining, neem hiervoor contact op met een van onze opleidingsadviseurs.
