ITIL 4 Direct, Plan and Improve (DPI) : your companion to the ITIL 4 managing professional and strategic leader DPI certification / Claire Agutter.

Format:

Book

Author/Creator:

Agutter, Claire, author.

Language:

English

Subjects (All):

ITIL (Information technology management standard)--Examinations--Study guides.

ITIL (Information technology management standard).

Physical Description:

1 online resource (194 pages)

Edition:

1st ed.

Place of Publication:

Ely, Cambridgeshire : IT Governance Publishing, [2021]

Summary:

ITIL® 4 Direct, Plan and Improve (DPI) is a study guide designed to help students pass the ITIL® 4 Direct, Plan and Improve module. It provides students with the information they need to pass the exam, and help them become a successful practitioner, with additional guidance throughout which they can lean on once their training and exam are over.

Contents:

Cover

Title

Copyright

Foreword

About The Author

Acknowledgements

Contents

Introduction

How to use this book

Chapter 1: Direct, plan and improve key concepts

Direction

Planning

Improvement

Operating model

Methods

Risks

Controls

Scope of control

Vision and mission

Strategy, tactics and operations

Governance, compliance and management

Policies, controls and guidelines

Value, outcomes, costs and risks

Chapter 2: DPI scope, key principles and methods

Cascading objectives

Cascading requirements

Decision-making

Defining effective policies, controls and guidelines

Chapter 3: The role of governance, risk and compliance

Risks and controls

Risk and direction

Risk and improvement

DPI and governance

Governance structures

Governance of the service provider

Placing decision-making at the right level

Ensuring controls are sufficient but not excessive

Chapter 4: Focus on improvement

Creating a continual improvement culture

Continual improvement of the service value chain and practices

Continual improvement in organisations

The continual improvement model

Assessments

Building a business case

Improvement reviews

Analysis of lessons learned

Embedding an improvement culture

Chapter 5: Focus on organisational change management

The nature of OCM

OCM and DPI

The purpose of OCM

OCM key terms and concepts

Emotional, social and system intelligence

Values-based organisational change

Organisational change principles

The scope of OCM

OCM practice success factors

Key metrics

OCM and communication

Stakeholder identification and management

Stakeholder communication

Communication is a two-way process

The message is the medium

Communication methods and media.

Defining and establishing feedback channels

OCM throughout the service value chain

Interfaces across the value chain

Chapter 6: DPI, measurement and reporting

Measurement and reporting basics

Reasons for measuring

Types of measurements

Measurement and behaviour

Measurement cascades and hierarchies

Success factors and KPIs

SMART

Chapter 7: DPI, value streams and practices

Value streams and processes in the Service Value System

Value streams and practices

Value streams and processes

Measurement and the four dimensions

Ensuring and using feedback

Value stream mapping

Workflow optimisation

Considerations for efficient design

Theory of constraints

Kanban

Chapter 8: Exam preparation

Appendix: Banksbest case study

Company overview

Company structure

Future plans

IT services

IT department

IT service management

Sample employee biographies

Further reading.

Notes:

Description based on print version record.

Description based on publisher supplied metadata and other sources.

ISBN:

1-78778-283-2

OCLC:

1239983254