1

Key concepts in ITIL® 4

• Main terms (direct, plan, improve, risk, etc.).
• Differences between main concepts (vision/mission, etc.).
• Relationships between the main concepts and DPI (Direct, Plan, and Improve).

2

Direct and plan

• Cascade goals and requirements.
• Define effective policies, controls, and guidelines.
• Place decision-making authority at the correct level.

3

Governance and risk

• The role of governance, risk, and compliance (GRC).
• Risk and risk management in DPI.
• Impact of governance on DPI.
• Sufficient, non-excessive controls.

4

Continuous improvement methods

• The ITIL® continuous improvement model and SVS (Service Value System).
• Methods and techniques for continuous improvement.

5

Organizational change management (OCM) methods.

• Identifying and managing stakeholders.
• Establishing effective communication channels.
• Developing effective interfaces across the value chain.

6

Methods of measurement and reporting

• Defining indicators and measurements to support goals.
• Types of measurement.
• Key performance indicators (KPI).
• Balanced scorecard.

7

Direct, plan, and improve (DPI)

• Direct, plan, and improve value streams and practices.
• Differences between value streams and practices.
• Their impacts on DPI.
• Methods and techniques for value streams and DPI practices.

8

Preparing for and taking the ITIL® 4 DPI exam

• Questions/answers between participant and trainer.
• Mock exam and group correction. Tips for the exam.
• Review of the ITIL® 4 DPI program.