ITIL4 - DPI
| S.No | Description |
|
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 |