Programme
Module 1: Course Introduction
- Course objectives and planning
- The ITIL® 4 certification scheme
- Exercises
- Presentation of the case studies
- Exam Details
Module 2: The Core Concepts of DPI
- Basics of direction
- Basics of planning
- Basics of improvement
- Other core elements
Module 3: DPI through Service Value Chain and Guiding Principles
- DPI of the SVS
- DPI of guiding principles
Module 4: Role of Direction in Strategy Management
- Introducing Strategy Management
- Developing effective strategies
Module 5: Implementation of Strategies
- Managing risks
- Making decisions through Portfolio Management
- Directing via Governance, Risk and Compliance (GRC)
Module 6: Introduction to Assessment and Planning
- Core concepts of assessment
- Conducting effective assessments
- Core concepts of planning
Module 7: Assessment and Planning through VSM
- Introducing Value Stream Maps
- Developing Value Stream Maps
- Knowing more about VSM
Module 8: Measurement, Reporting and Continual Improvement
- Measurement and Reporting
- Alignment of measurements and metrics
- Success factors and key performance indicators
- Continual improvement
Module 9: Measurements and Continual Improvement through Dimensions and the Service Value Chain
- Measurements for the Four Dimensions
- Continual Improvement of the Service Value Chain and practices
Module 10: OCM Principles and Methods
- Basics of OCM
- OCM throughout DPI and Service Value Chain
- Resistance and reinforcement
Module 11: Communication Principles and Methods
- Basics of effective communication
- Communication with stakeholders
Module 12: SVS Development Using 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
Preparing for the exam: mock exam
- About the Examination
- Multiple-choice format (1 mark per question)
- Pass grade: 65%
- 40 questions
- Closed book
- Duration: 90 minutes
The exam is scheduled at the end of the 3rd training day in the classroom, or the participants can take the online exam later
