ITIL® 4 Direct, Plan, and Improve (DPI) + Exam

Lesson 1: An Introduction and Overview of ITIL® Direct, Plan, and Improve (DPI)

• Explore the present exam path to ITIL Master and how DPI fits into the plan
• DPI question types and Blooms levels
• Review of the key elements of ITIL Foundation topics that you need to know for the exam

Lesson 2: Key concepts and terminology of Direct, Plan, and Improve

• Reviewing the key concepts and terminology of Direct, Plan, and Improve
• Defining the terms direction, planning, and improvement
• Describing the importance of Methods, Vision, Mission, Strategy and much more

Lesson 3: A Deep Dive of Scope in DPI

• Understand the concept of Scope
• Scope of Control
• Cascading Objectives and Requirements
• Policies, Controls, and Guidelines
• Placing Decision-making Authority
• Matching authority to the proper level of risk

Lesson 4: A Deep Dive of Risk in DPI

• Realize the role of risk in DPI
• How risk management is continual
• How Governance impacts DPI
• Examining governance of the service provider
• Governance of the SVC
• The importance of ensuring sufficient controls, measuring with meaningful metrics, and reporting

Lesson 5: The Continual Improvement (CI) Model and the Service Value System (SVS)

• Build on Foundation knowledge by examining how we can use the Continual Improvement Model to Improve the SVS
• Dig deep into each component of the CI Model

Lesson 6: Implementing Continual Improvement

• Implementing Continual Improvement
• Identify Assessment Objectives and Outputs
• Select the appropriate assessment methods (for example GAP analysis vs. SWOT analysis vs. Benchmark comparisons
• Explore the process of building a business case
• Conducting improvement reviews
• Analyzing lessons learned
• Embedding CI into all levels of the SVS

Lesson 7: The Fundamentals of Organizational Change Management (OCM)

• Define and understand Organizational Change Management (OCM)
• Explore the benefits and elements for Successful OCM Improvement
• Organizational Change Management and DPI
• Evaluating the concept of “resistance to change”
• Identify and manage different stakeholders
• Communicating effectively and influencing stakeholders in a positive way
• Establishing and encouraging effective feedback channels and interfaces in the Service Value Chain

Lesson 8: Understanding the Indicators, Metrics, and Measurements of DPI

• Define Indicators and Metrics
• Compare Measurements to Metrics
• Explore the reasons for measurement
• The Planning and Evaluation Model
• Balanced Scorecard
• IT Component-to-Scorecard Hierarchy
• The Organizational Improvement Cascade

Lesson 9: Value Streams Versus Practices

• Understand the differences between value streams and practices
• Know how the differences impact DPI
• Choose the appropriate methods to direct, plan, and improve value streams and practices