The purpose of this course is to provide participants with the practical skills needed to create an IT organization focused on learning and improvement, with a strong, effective strategic orientation.
Training at your location, our location or remotely
Ref. ITN
3d - 21h
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The purpose of this course is to provide participants with the practical skills needed to create an IT organization focused on learning and improvement, with a strong, effective strategic orientation.
Teaching objectives
At the end of the training, the participant will be able to:
Understand the key concepts: Direct, plan, and improve
Learn the role of governance, risk, and compliance (GRC)
Master the key principles and steps of continuous improvement
Take steps and generate reports
Prepare for the ITIL® 4 DPI exam and take it
Intended audience
Chief information officers, production heads, managers or any IT professionals involved in service management.
Prerequisites
Be ITIL® 4 Foundation certified.
Course schedule
Key concepts in ITIL® 4
Main terms (direct, plan, improve, risk, etc.).
Differences between main concepts (vision/mission, etc.).
Relationships between the main concepts and DPI (Direct, Plan, and Improve).
Direct and plan
Cascade goals and requirements.
Define effective policies, controls, and guidelines.
Place decision-making authority at the correct level.
Governance and risk
The role of governance, risk, and compliance (GRC).
Risk and risk management in DPI.
Impact of governance on DPI.
Sufficient, non-excessive controls.
Continuous improvement methods
The ITIL® continuous improvement model and SVS (Service Value System).
Methods and techniques for continuous improvement.
Organizational change management (OCM) methods.
Identifying and managing stakeholders.
Establishing effective communication channels.
Developing effective interfaces across the value chain.
Methods of measurement and reporting
Defining indicators and measurements to support goals.
Types of measurement.
Key performance indicators (KPI).
Balanced scorecard.
Direct, plan, and improve (DPI)
Direct, plan, and improve value streams and practices.
Differences between value streams and practices.
Their impacts on DPI.
Methods and techniques for value streams and DPI practices.
Preparing for and taking the ITIL® 4 DPI exam
Questions/answers between participant and trainer.
Mock exam and group correction. Tips for the exam.
Review of the ITIL® 4 DPI program.
Exam
The exam is multiple-choice: 40 questions in 90 minutes (113 minutes if English is not the candidate’s native language) If at least 70% of the answers are correct (28 right answers), the exam is passed.
Certification
The certification exam is given in French. Training delivered in French.
This course involves active, participatory learning. ITIL® concepts are explained, illustrated through feedback, and enhanced with group discussions.
Customer reviews
4,7 / 5
Customer reviews are based on end-of-course evaluations. The score is calculated from all evaluations within the past year. Only reviews with a textual comment are displayed.
Dates and locations
Select your location or opt for the remote class then choose your date.
Remote class
No session at the moment, we invite you to consult the schedule of distance classes.
3d
- 21h00 
