ITIL4 - DPI

S.NoDescription
1
Understand the key concepts of Direct, Plan & Improve
Understand the following key terms
Understand the differences between some key concepts
Understand the concepts of value, outcomes, costs & risks and their relationships to direction, planning and improvement
2
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
Identify the scope of control and within this
3
Understand the role of Governance, Risk and Compliance (GRC) and know how to integrate the principles and methods into the service value system
Understand the role of risk and risk management in DPI
Understand how governance impacts DPI
Know how to ensure that controls are sufficient, but not excessive
4
Understand and know how to use the key principles and methods of continual improvement for all types of improvements
Know how to use the ITIL continual improvement model to improve the service value system or any part of the SVS
Know how to identify assessment objectives, outputs, requirements and criteria
Know how to select an appropriate assessment method for a particular situation
Know how to define and prioritize desired outcomes of an improvement
Know how to build, justify and advocate for a business case
Know how to conduct Reviews
Know how to embed continual improvement at all levels of the SVS
5
Understand and know how to use the key principles and methods of communication and organizational change management to direction, planning and improvement
Understand the nature, scope and potential benefits of organizational change management
Know how to use the key principles and methods of Communication & OCM:
Know how to establish effective interfaces across the value chain
6
Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement
Know how to define indicators and metrics to support objectives
7
Understand and know how to direct, plan and improve value streams and practices
Understand the differences between value streams and practices and how those differences impact direction, planning and improvement
Know how to select and use the appropriate methods and techniques to direct, plan and improve value streams and practices