Module 1: Key Concepts of Direct, Plan and Improve
- Direction and Planning
- Improvement
- Operating Models
- Methods
- Risks and Scope of Control
- Vision and Mission
- Strategy, Tactics and Operations
- Governance, Compliance and Management
- Policies, Control and Guidelines
- Value, Outcomes, Cost and Risk
Module 2: Key Principles and Methods of Directions and Planning
- Cascade Goals and Requirements
- Define effective policies, control and guidelines
- Placing decision making at the correct level
Module 3: Role of GRC And Integration of Principles and Methods to the Service Value System
- Role of risk and risk management
- Impact of governance on DPI
- Controls
Module 4: Use Key Principles and Methods of Continual Improvements
- Use the ITIL Continual Improvement model for the service value system
- Identify assessment, objectives, outputs, requirements and criteria
- Selecting an assessment method
- Define and prioritize desired outcomes
- Build and advocate a business case
- Embedding continual improvement at all levels
Module 5: Use Key Principles and Methods of Communication, Organizational Change Management, Methods of Measurement and Reporting to Direct, Plan and Improve
- Nature, scope and benefits of organizational change management
- Identify and manage different stakeholders
- Effective communication and feedback
- Establish effective interface across the value chain
- Define metrics and indicators to support objectives
Module 6: Understand and Know How to Direct, Plan and Improve Value Streams
- Difference between practices and value streams
- Addressing the 4 dimensions of service management
- Applying ITI guiding principles
- Value stream mapping
- Optimizing workflow
- Minimizing waste
- Ensuring and utilizing feedback.