Accredited ITIL®4 Direct, Plan, and Improve
ITIL®4 DPI31 H 34 M
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Episodes
- Overview
- Overview
- The Direct, Plan, and Improve Exam
- The Direct, Plan, and Improve Exam
- Foundation Recap
- Foundation: SVC Service Relationships
- Foundation: Value, Outcomes, Costs, Risks
- Foundation: Guiding Principles
- Foundation: Four Dimensions of Service Management
- Foundation: Service Value System
- Foundation: SVC - Plan
- Foundation: SVC - Improve
- Foundation: SVC - Engage
- Foundation: SVC - Design and Transition
- Foundation: SVC - Obtain and Build
- Foundation: SVC - Deliver and Support
- Foundation: ITIL Practices
- Key Terms
- Key Terms: Direction
- Key Terms: Planning
- Key Terms: Improvement
- Key Terms: Models and Methods
- Key Terms: Risk
- Key Terms: Scope of Control
- Key Concepts
- Key Concepts: Vision and Mission
- Key Concepts: Governance and Management
- Key Concepts: Compliance
- Key Concepts: Policies, Guidelines, and Control
- Key Concepts: Strategy
- Tactics and Operations
- Key Concepts: Policies, Guidelines, Controls
- Key Concepts: Policies
- Key Concepts: Guidelines
- Key Concepts: Controls
- Key Concepts: External Influences
- Key Concepts: Designing Controls
- Key Concepts: Decision Making
- Risk Management
- Risk Management in Direct, Plan, Improve
- Long-term, Medium-term, Short-term risks
- Introduction to: ISO 31,000
- ISO 31,000: Integrated
- ISO 31,000: Structured and Comprehensive
- ISO 31,000: Customised
- ISO 31,000: Inclusive
- ISO 31,000: Dynamic
- ISO 31,000: Best Available Information
- ISO 31,000: Human and Cultural Factors
- ISO 31,000: Continual Improvement
- Universal Risk Management
- Risk Management in Planning
- Governance
- Governance in Direct, Plan, Improve
- Governance Structures
- Governance Decisions
- The Governance, Risk, and Control Role
- Continual Improvement
- The Continual Improvement Model
- The Measurement and Reporting Practice
- Assessments
- Key Elements of an Assessment
- Objectives of the Assessment
- Requirements for an Assessment
- Outputs from the Assessment
- Selecting the Assessment Method
- Measuring and Reporting on the Assessment
- Quantitative, Qualitative, or Hybrid?
- Timing and Communication
- Identifying Improvements: Lean
- Identifying Improvements: Competition
- Vision and Boundaries for Improvements
- Goals and Objectives for Improvements
- After the Assessment
- Prioritising Improvements
- Overcoming Resistance
- The Business Case
- What is a Business Case
- Contents of a Business Case: Introduction
- Methods and Assumptions
- Business Impacts and Excepted Outcomes
- Risks and Contingencies
- Reviewing the Improvements
- SWOT Analysis
- Improvement Review
- Don't Forget to Improve Improvement
- Embedding Improvements
- Embedding Improvements throughout the SVS
- Improvements Vs Change
- Improvements in the Service Value Chain
- Communication and OCM
- Introduction to Organisational Change Management
- Improvement Success Through OCM
- OCM and DPI
- OCM and Planning
- OCM in Improvement
- Principles of Communicaiton / OCM Stakeholders
- Principles of Comm / OCM Stakeholder Mapping
- Communicating with Stakeholders
- Planning Stakeholder Communication
- Communication Principles: 2-Way Process
- Communication Principles: All The Time
- Communication Principles: Timing and Frequency
- Communication Principles: No Single Method
- Communication Principles: Message in The Medium
- The Service Value Chain
- Establishing Interfaces across the SVC
- Embedding OCM in Plan
- Embedding OCM in Engage
- Embedding OCM in Design and Transition
- Embedding OCM in Obtain / Build
- Embedding OCM in Deliver & Support
- Embedding OCM in Improvement Activities
- Interfaces between the SVC and the 4 Dimensions
- Interfaces between SVC, Information, Technology
- Interfaces between SVC, Partners, Suppliers
- Interfaces between SVC, Value Streams, Processes
- Methods of Measurement
- Defining Indicators to Support Objectives
- 4 Reasons to Measure
- 4 Types of Measurement
- ITIL Purpose to Metrics Cascade
- Balanced Scorecard
- COBIT Goals Cascade
- The Organisation Cascade
- CSF, SF, PSF, KPI, and the Watermelon
- Direct Plan Improve Value Streams and Practices
- Value Stream Mapping
- Focus on Value
- Value Streams and the Four Dimensions
- Measuring the Four Dimensions
- The Four Dimensions and The Service Value System
- The Service Value System and the Four Dimensions
- The SVS and Organisations, People: Organisations
- Roles and Jobs
- RACI
- Accountability
- ITSM Roles
- ITSM Skills
- Organisational Culture
- The SVS, Info and Tech: People, Information
- Service Management Tool Suites
- The Information Model
- The SVS and Suppliers, Partners: Relationships
- Service Relationship Types
- Waste Optimization
- The World of Agile, Lean, and DevOps
- Tools to Get Rid of Waste
- Building the Perfect Process
- Applying the Guiding Principles
- Using the Guiding Principles in DPI
- Guiding Principles Part Deux
- Preparing for the ITIL Strategist Exam
- What does the Exam Look Like
Overview
3 M
- Episode Description
Based on AXELOS ITIL® material. Material is reproduced under license from AXELOS. All rights reserved. ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. An overview of the ITIL®4 Direct, Plan, and Improve Course. *Access to this content requires an exam voucher*