NTUC LearningHub

This is a four-day course which offers the candidates with the practical skills necessary to create a ‘learning and improving’ IT organization, with strong and effective strategic direction. It covers the influence and impact of Agile and Lean ways of working and how they can be leveraged to an organization’s advantage. Candidates learn how to use practical and strategic methods for planning and delivering continual improvement with necessary agility. After the completing course, the candidates will be equipped with adequate knowledge to prepare themselves for the ITIL® 4 Strategist Direct, Plan and Improve Certification examination. This is a universal module, that will be a key component of both, ITIL® 4 Managing Professional (MP) designation and Strategic Leader designation.

 

Course Objectives

 

  • Describe the basic concepts, principles, service value system components and ITIL practices acquired in ITIL 4 Foundation course. The candidate will be able to better appreciate and apply in depth concepts and ITIL practices in the subsequent modules for planning and improvement on support services.
  • Describe the key concepts of direct, plan and improve. Explain the difference between vision and mission; strategy, tactics and operations; governance, compliance and management. Describe the concepts of value, costs & risks and their relationships to direction, planning and improvement
  • Describe the scope of control and explain how to apply key principles and methods for defining effective policies, controls, guidelines and place decision making authority at the correct level.
  • Describe the role of governance, risk and compliance. Explain how to integrate the principles and methods like establishing controls which are sufficient, but not excessive into the service value system.
  • Explain how to use the key principles and methods of continual improvement for all types of improvements.
  • Explain how to use the key principles and methods of communication and organizational change management to direction, planning and improvement.
  • Explain the use key principles and methods of measurements and reporting in direction, planning and improvement.
  • Describe the difference between value streams and practices. Able to select and use the appropriate methods and techniques to direct, plan and improve value stream and practices.

 

Pre-requisites

 

Candidates must hold the ITIL® 4 Foundation certificate.

Hardware & Software

This course will be conducted as a Virtual Live Class (VLC) via Zoom platform. Participants must have a laptop or a desktop with “Zoom Client for Meetings” installed. This can be downloaded from https://zoom.us/download

 

Minimum Specs

Recommended Specs

Processor / CPU 1.6 GHz or faster, 2-core Intel Core i3 or equivalent 1.8 GHz, 2-core Intel Core i3 or equivalent
Memory 4 GB RAM 8 GB RAM
Hard Disk 10 GB available storage space  
Display 1280 x 768 screen resolution  
Graphics 2GB Graphics Card  
Others
  • Internet Connection: Wired or Wireless broadband (min 10 mbps)
  • Speakers and Microphone: built-in or USB plug-in or wireless Bluetooth
  • Webcam: built-in or USB plug-in
 

 

Course 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 and improvement
  • Identify the scope of control and within this:
    • Know how to cascade objectives and requirements
    • Know how to define effective policies, controls and guidelines
    • Know how to place decision-making authority at the correct level
  • Understand the role of risk and risk management in DPI
  • Understand how governance impacts DPI
  • 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

 

Certificate Obtained and Conferred by

 

Awarded SF Statement of Attainment (SOA)

Upon completion of the course and assessment, students will also be awarded with this SF SOA:

ICT-SNA-4014-1.1 IT Governance

Official ITIL® 4 Strategist Direct, Plan and Improve Certification Examination After students pass the exam, they will receive an ITIL® 4 Strategist Direct, Plan and Improve Certificate from PeopleCert/AXELOS.

 

Certificate of Completion from NTUC LearningHub

Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from NTUC LearningHub.

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