• Classroom
  • Online, Instructor-Led
Course Description

This course provides IT leaders, practitioners and support staff with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners. This course provides IT leaders, practitioners and support staff with the practical skills necessary to create a Ôlearning and improvingÕ IT organization, with a strong and effective strategic direction. It provides practitioners with a practical and strategic method for planning and delivering continual improvement with the necessary agility. The course is based on the ITIL 4 best practice service value system featured in the latest guidelines.

Learning Objectives

What YouÕll Learn: Understand the Key Concepts of Direct, Plan & Improve 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 Understand the role of governance, risk and compliance (GRC) and know how to integrate the principles and methods into the service value system Understand and know how to use the key principles and methods of continual improvement for all types of improvements Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction, planning and improvement Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement Understand and know how to direct, plan and improve value streams and practices

Framework Connections

The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.