ITIL® 4 Specialist – Direct, Plan and Improve with exam

© AFI par Edgenda inc.

This course qualifies you for 21 PMI® Professional Development Units (PDUs).

PDU Claim Code: 50540CJUMG

Duration : 3 days

ITIL® 4 focuses on a new form of IT service management, driven by the customer experience, value flows, digital transformation and new working methods such as Lean, Agile and DevOps.

The ITIL 4 Direct, Plan and Improve qualification is intended to provide the candidate with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction. As well, the DPI qualification is intended to provide practitioners with a practical and strategic method for planning and delivering continual improvement with the necessary agility.

The ITIL 4 Direct, Plan and Improve examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Direct, Plan and Improve publication to establish a learning and improving IT organization.

The ITIL 4 Direct, Plan and Improve qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful IT-enabled services, teams and workflows.

The DPI qualification is also a pre-requisite for the designation of ITIL 4 Strategic Leader, which assesses the candidate’s ability to build and implement an effective IT and digital strategy that can tackle digital disruption and drive success.

Our certified trainers are professionals working daily in environments where these practices support the co-creation of value. Our training includes examples, simulations and case studies applied to the current realities of the organization.

Audience

• Individuals continuing of 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
• Existing ITIL qualification holders wishing to develop their knowledge.

Prerequisites

To participate in the course and certification, candidates must already have:

• ITIL®4 Foundation certificate

Proof will be required at registration.

Objectives

• 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 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 Organizational Change Management to direction, planning and improvement
• Understand and know how to use the key principles and methods of measurement and reporting in directing, planning and improvement
• Understand and know how to direct, plan and improve value streams and practices

Language

English (material and exam) – Delivery of the class can be in French or English.

Course student material

Students will receive an ITIL®4 Direct, Plan and Improve electronic (pdf) workbook containing all of the presentation materials, course notes, case study and sample exams.

Approach

Certification and exam

• The exam is closed book with forty (40) multiple choice questions.
• The pass grade is 70% (28 out of 40 questions).
• Each question is worth 1 mark.
• There is no negative marking
• The exam lasts 90 minutes.
• Non-native speakers may be awarded 25% extra time.
• There are 12 questions at Bloom’s Level 2 = approx. 30%
• There are 28 questions at Bloom’s Level 3 = approx. 70%

Contents

• Understand the key concepts of Direct, Plan & Improve (BL2)
• 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 (BL3)
• Understand the role of Governance, Risk and Compliance (GRC) and know how to integrate the principles and methods into the service value system (BL2/3)
• Understand and know how to use the key principles and methods of continual improvement for all types of improvements (BL3)
• Understand and know how to use the key principles and methods of communication and organizational change management to direction, planning and improvement (BL2/3)
• Understand and know how to direct, plan and improve value streams and practices (BL2/3)

Legal notes