Exam Prep Purchase option
For learners who prefer to prepare for exam success on their own. Includes Official eBook, Exam Voucher and Learning Resource Kit.
Overview
Audience:
- Individuals continuing their journey in service management
- ITSM managers and aspiring ITSM managers
- Managers of all levels involved in shaping direction and strategy or developing a continually improving team
Prerequisites:
Outline:
Understand the following key terms:
- Direction
- Planning
- Improvement
- Operating Model
- Methods
- Risks
- Scope of control
Understand the differences between the following key concepts:
- Vision and Mission
- Strategy, Tactics, and Operations
- Governance compliance and management
- Policies, Controls, and Guidelines
Understand the concepts of Value, Outcomes, Costs & Risks, and their relationships to direction, planning & improvement
Identify the scope of control and within this:
- Know how to cascade goals and requirements
- Know how to define effective policies, controls, and guidelines
- Know how to place decision-making authority at the correct level
Know how to ensure that controls are sufficient, but not excessive
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:
- Improvement reviews
- Analysis of lessons learned
Know how to embed continual improvement at all levels of the SVS
Understand the nature, scope, and potential benefits of organizational change management
Know how to use the key principles and methods of Communication & OCM
- Identify and manage different types of stakeholders
- Effectively communicate with and influence others
- Establish effective feedback channels
Know how to establish effective interfaces across the value chain
Know how to define indicators and metrics to support objectives
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.
- Addressing the 4 dimensions
- Applying the guiding principles
- Value stream mapping
- Optimization of workflow
- Elimination of waste
- Ensuring & utilizing feedback
