Cover image for ITIL 4: Direct, Plan and Improve Reference and Study Guide

ITIL 4: Direct, Plan and Improve Reference and Study Guide

Author itSMF UK , AXELOS
Release Date: 2021/02/01
ISBN: 9780113318063
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ITIL 4: Direct, Plan and Improve Reference and Study Guide” will benefit IT practitioners who have undertaken ITIL 4 Foundation and wish to continue their journey to achieve ITIL 4 Direct, Plan and Improve, the entire pathway of ITIL 4 Managing professional or ITIL 4 Strategic Leader and want a great, quick and easy way to study and have a source of ongoing reference.

Table of Contents

  1. Cover Page
  2. Copyright Page
  3. Contents
  4. Foreword
  5. Acknowledgements
  6. About this guide
  7. 1 Introduction
  8. 2 Key terms and concepts
    1. 2.1 Key terms
    2. 2.2 Key concepts
  9. 3 Direction and control
    1. 3.1 Cascading objectives and requirements
    2. 3.2 Defining effective policies, controls, and guidelines
    3. 3.3 Decision-making at the right level
  10. 4 Governance, risk, and compliance
    1. 4.1 Role of risk management in direction, planning, and improvement
    2. 4.2 Governance
  11. 5 Continual improvement
    1. 5.1 Improving the SVS
    2. 5.2 The continual improvement model
    3. 5.3 Assessing for improvement
    4. 5.4 Prioritizing outcomes
    5. 5.5 Developing a business case
    6. 5.6 Learning from past experience
  12. 6 OCM and communication
    1. 6.1 Organizational change management
    2. 6.2 Communication and OCM
    3. 6.3 Interfaces across the value chain
  13. 7 Measurement and reporting
    1. 7.1 Basics of measurement and reporting
    2. 7.2 Types of measurements
    3. 7.3 Success factors and KPIs
  14. 8 Value streams and practices
    1. 8.1 Value stream mapping
    2. 8.2 Value streams, practices, and processes in the SVS
    3. 8.3 Methods and techniques to direct, plan, and improve value streams and practices
  15. 9 Taking the DPI examination
    1. 9.1 Purpose of the ITIL 4 DPI qualification
    2. 9.2 Examination overview
    3. 9.3 Question type examples
    4. 9.4 Examination modalities
  16. 10 The ITIL 4 certification scheme
    1. 10.1 ITIL Foundation
    2. 10.2 ITIL Managing Professional stream
    3. 10.3 ITIL Strategic Leader stream
    4. 10.4 ITIL Master
    5. 10.5 ITIL and the T-shaped individual
  17. 11 ITIL 4 Direct, Plan and Improve syllabus
  18. Further information
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