ITIL 4 Strategist: Direct, Plan & Improve PeopleCert Accredited Official eLearning

The ITIL 4 Specialist: Direct, Plan & Improve Everything Program Buy Now!

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Video Title
Length
Why DPI?
2 min
Meet Your Instructor Dr. Suzanne Van Hove
4 min
00: Introduction to Direct, Plan & Improve
11 min
01: Direct, Plan & Improve: Key Concepts
18 min
02: Understanding ‘Scope’ and Applying Direct, Plan & Improve
20 min
03: The Role of Governance, Risk and Compliance (GRC) and The Service Value System
30 min
04: Continual Improvement
18 min
05: Continual Improvement: Assessment Methods
21 min
06: Continual Improvement: Where do we want to be?
16 min
07: Continual Improvement: Keeping Up Momentum
8 min
08: Organizational Change Management (OCM) and Communication
19 min
09: Organizational Change Management (OCM): Practice Success Factors (PSFs)
13 min
10: Organizational Change Management (OCM): Stakeholders
16 min
11: Organizational Change Management (OCM): Communication Principles
21 min
12: Measurement and Reporting in Direct, Plan & Improve
19 min
13: Measure & Report: Planning and Evaluation Model
16 min
14: Direct, Plan & Improve Value Streams and Practices
25 min
15: Value Streams & Practices: Apply Guiding Principles to Direct, Plan & Improve
32 min
16: Summary
5 min
Total:
5 hrs 14 mins
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Meet Your Instructor

Dr. Suzanne Van Hove

Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.

 

Get Your Course Materials

Course Materials

When you purchase this course you will receive access to these materials.

  • Student Guide
  • Glossary
  • DPI Tables
  • How to Use Your Sample Exams
  • Sample Exam 1
  • Sample Exam 2
  • Training Plan
  • PDU Info
  • Candidate Syllabus
  • Review Exercises and Solutions
  • PeopleCert Online Exam Instructions for PC and Mac
  • Accessing PeopleCert eBooks
  • PeopleCert Complaint Policy
  • PeopleCert Membership CPD Guide
  • How to Activate Your PeopleCert Plus Membership
Course Links

Course Links

These links are activated when you purchase this course.

  • Course Survey
Course Transcript

Transcript

This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript.

Letter of Course Attendance

Letter of Course Attendance

You will be awarded a Letter of Course Attendance when you finish this course. You will be able to print or email the Letter of Attendance and share your accomplishment with everyone.

How to Take Your Exam

How to Take Your Exam

Exam Prerequisites:

In order to take this exam students must have completed an accredited Direct, Plan and Improve course.

Exam Details:

  • The DPI exam is a ‘closed book” exam
  • Publications are not permitted to be used in the exam
  • The exam is 90 minutes in duration
  • Students taking the exam in a language that is not their native language are awarded 25% extra time
  • There are 40 questions, each worth 1 mark
  • You need to get 28 questions correct (70%) to pass the exam
  • The questions are all multiple choice

Exam Topics:

  • Direct, Plan and Improve Concepts
  • Direction, Planning and Principles in Context
  • GRC Principles and Methods
  • Continual Improvement
  • Organizational Change Management
  • Measurement, Indicators and Reporting
  • Measurement and Value Streams
  • Stakeholder, Communication and Feedback

How Is the Exam Taken?

The exam vouchers provided by GogoTraining are for online proctored exams.  This gives you the flexibility of taking the exam from any location.  

When Will I Receive My Exam Voucher?

When you purchase the exam or course & exam package, we order your Exam Voucher Code from PeopleCert. This is a manual process. You will receive your Exam Voucher Code via email from passport@peoplecert.org within 24 hours of placing your order Monday to Friday. Please check your SPAM folder and the email address you provided to us if you haven't received the email within this time.  The Exam Voucher Code is valid for 12 months.

How Long Is My Exam Voucher Valid?

Exam vouchers are valid for 1 year from the date of purchase.  If for any reason you need an extension, PeopleCert sells 6 month exam extensions as long as the extension is purchased prior to the date your exam voucher is set to expire.  Please note that the exam extension must be ordered before your exam expires.  

How Do I Schedule My Exam?

Once we order your voucher you will receive an immediate email from PEOPLECERT which includes a link and instructions on how to register to take your exam. 

When Can I Take My Exam?

Exam slots are available 7 days a week 24 hours a day.  Exam vouchers are valid for 1 year from the date of purchase.  If for any reason you do not take your exam within the year you can purchase an exam voucher extension that will be valid for an additional 6 months.  Please note that the extension must be ordered before your exam expires.

If you have any questions email customerservice@gogotraining.com.   

This course is Accredited by PeopleCert and PeopleCert is the ITIL Exam Institute that will proctore your exam.

Thank you for choosing GogoTraining!

How to Upload Your Letter of Course Attendance on PeopleCert.org

Candidates may upload their Letter of Attendance through the Upload a Certificate option under the Certifications & Memberships tab of their PeopleCert account. 

Exam Extension

PeopleCert allows students to extend their exam 6 months for a fee.  Exam extensions must be purchased prior to the expiration date of your exam.  If you need an extension, Click Here, and let us know.  PeopleCert does not allow students to extend Take2 exam retakes.

PeopleCert Complaints Policy

This document sets out our complaints policy and procedure and is written for our:

  • Accredited/Approved Organisations (AOs), our partners;
  • trainees on courses at one of our partners;
  • candidates in our PeopleCert business and IT exams; and
  • all interested parties who receive a direct or indirect service from us related to our business and IT qualifications.

This document covers complaints that candidates, AOs or any interested parties may wish to make in relation to:

  • PeopleCert partners;
  • the exams and associated services offered by PeopleCert.

Please find the detailed policy here.

For assistance from GogoTraining please Contact Us.

GogoTraining Support Policy

If you have any questions or concerns about your course, please Contact Us.

Ask the Instructor a Question

QA Forum

When you purchase this course you will be able to use the QA Forum and have direct access to the instructor.

Course Description

The Direct, Plan and Improve (DPI) Certification is part of the ITIL 4 Managing Professional and Strategic Leader Track.  The course/certification was designed to provide candidates with the practical skills necessary to create an IT organizations centered on ‘Learning and improving’ from a practical and strategic direction.

Who Should Take DPI?

  • ITIL Practitioners
  • Continuous Improvement Managers
  • Change Managers
  • IT Operation Managers
  • Enterprise Architects
  • Service Designers
  • Risk Managers
  • Compliance Managers
  • Cloud System Engineers
  • Key Managers and Executives who interact with IT and deliver Digital Services

Why is DPI Important?

DPI is seen as an important course for both Managing Professionals and Strategic Leaders because it provides practical and strategic methods for delivering continual service improvement.  DPI focuses on establishing a ‘learning and improving’ IT organization, keeping in mind a strong and effective strategic direction. Core practical skills revolve around planning and delivering continual improvement with a key characteristic of agility.

    Learning Outcomes

    When you complete this class you will:

    • Understand the scope of what is to be directed and/or planned
    • Know how to use key principles and methods of direction
    • Be able to plan using key principles and methods
    • Know how to define effective policies, controls and guidelines
    • Understand the role of risk and risk management in DPI
    • Identify how governance impacts DPI
    • Know how to ensure controls are sufficient and not excessive
    • Understand the nature, scope and potential benefits of organizational change management
    • Facilitate key principles and methods of communications and OCM
    • Identify and manage all types of stakeholders
    • Effectively communicate and influence others
    • Create effective feedback channels
    • Understand how Lean and Agile methods can be leveraged
    • How to successfully apply DPI Concepts in the real world
    • How to create a “learning and improving’ IT organization
    • Be prepared to pass the official ITIL 4 Direct, Plan and Improve Course

    Why This Course is the Best Direct, Plan and Improve Course to Take?

    • When you take this course you receive instruction from a world-wide leader in the field, Dr. Suzanne Van Hove
    • At GogoTraining we bring the classroom to live online so you direct your learning schedule in the most flexible way with online 24/7 access to the course and you have access to the instructor to ask questions.
    • All materials are available online
    • The course is Accredited by PeopleCert
    • We are a PeopleCert and AXELOS Training and Exam Partners
    • You receive 1 year access to the course
    • You receive the best customer service in the world

    Prerequisites

    In order to take the DPI course and exam candidates must hold the ITIL 4 Foundation Certification.  Anyone who has taken the ITIL 4 Managing Professional Transition course may also take this class.

    Outline

    Module 00: Introduction to Direct, Plan & Improve

    • ITIL 4 Certification Overview
    • Direct, Plan & Improve Publications
    • Direct Plan & Improve Learning Outcomes

    Module 01: Direct, Plan & Improve: Key Concepts

    • Key DPI Concepts
    • Key DPI Terms
    • How Value, Outcomes, Costs and Risks Relate to DPI
    • Measurement and Reporting

    Module 02: Understanding ‘Scope’ and Applying Direct, Plan & Improve

    • Strategic Planning
    • Cascading Objectives
    • Policies, Controls and Guidelines
    • Decision Making Authority

    Module 03: The Role of Governance, Risk and Compliance (GRC) and The Service Value System

    • The Role of Governance, Risk and Compliance
    • How to Integrate Governance, Risk and Compliance into the SVS
    • Risk Management in DPI
    • Governance and DPI

    Module 04: Continual Improvement

    • Key Principles and Methods
    • Continual Improvement Model

    Module 05: Continual Improvement: Assessment Methods

    • How to Identify Assessment Criteria
    • Data Collection
    • Selecting Assessment Methods
    • Assessment Methods and Outputs

    Module 06: Continual Improvement: Where do we want to be?

    • Defining the Next Point
    • Priority and Scope
    • Outcomes
    • Take Action

    Module 07: Continual Improvement: Keeping Up Momentum

    • Keeping People Engaged
    • Lessons Learned Analysis
    • Measurement and Reporting Practice

    Module 08: Organizational Change Management (OCM) and Communication

    • Key Principles
    • OCM Purpose and Application
    • Key Terms, Principles and Scope

    Module 09: Organizational Change Management: Practice Success Factors (PSFs)

    • Types of PCFs
    • Key Metrics
    • OCM and the SVC

    Module 10: Organizational Change Management: Stakeholders

    • Identifying and Managing Stakeholders

    Module 11: Organizational Change Management: Communication Principles

    • Types of Effective Communication
    • Communication Feedback Channels
    • Effective Interfaces

    Module 12: Measurement and Reporting in Direct, Plan & Improve

    • Key Terms and Definitions
    • Reporting Good Practices
    • Types of Measurement

    Module 13: Measure & Report: Planning and Evaluation Model

    • Purposed and Objectives of the Planning and Evaluation Model
    • Balanced Scorecard
    • Success Factors and KPIs

    Module 14: Direct, Plan & Improve Value Streams and Practices

    • Differences Between Value Streams and Practices
    • Value Stream Mapping
    • Measuring the Four Dimensions
    • Workflow
    • Feedback

    Module 15: Value Streams & Practices: Apply Guiding Principles to Direct, Plan & Improve

    • Applying the 7 Guiding Principles
    • Optimizing and Creating Workflows
    • Efficient Designs and Workflow Metrics
    • Theory of Constraints and Kanban
    • Institutionalizing Change

    Module 16: Summary

    Certification

    Exam Prerequisites:

    In order to take this exam students must have completed an accredited Direct, Plan and Improve course.

    Exam Details:

    • The DPI exam is a ‘closed book” exam
    • Publications are not permitted to be used in the exam
    • The exam is 90 minutes in duration
    • Students taking the exam in a language that is not their native language are awarded 25% extra time
    • There are 40 questions, each worth 1 mark
    • You need to get 28 questions correct (70%) to pass the exam
    • The questions are all multiple choice

    Exam Topics:

    • Direct, Plan and Improve Concepts
    • Direction, Planning and Principles in Context
    • GRC Principles and Methods
    • Continual Improvement
    • Organizational Change Management
    • Measurement, Indicators and Reporting
    • Measurement and Value Streams
    • Stakeholder, Communication and Feedback

    How Is the Exam Taken?

    The exam vouchers provided by GogoTraining are for online proctored exams.  This gives you the flexibility of taking the exam from any location.  

    When Will I Receive My Exam Voucher?

    When you purchase the exam or course & exam package, we order your Exam Voucher Code from PeopleCert. This is a manual process. You will receive your Exam Voucher Code via email from passport@peoplecert.org within 24 hours of placing your order Monday to Friday. Please check your SPAM folder and the email address you provided to us if you haven't received the email within this time.  The Exam Voucher Code is valid for 12 months.

    How Long Is My Exam Voucher Valid?

    Exam vouchers are valid for 1 year from the date of purchase.  If for any reason you need an extension, PeopleCert sells 6 month exam extensions as long as the extension is purchased prior to the date your exam voucher is set to expire.  Please note that the exam extension must be ordered before your exam expires.  

    How Do I Schedule My Exam?

    Once we order your voucher you will receive an immediate email from PEOPLECERT which includes a link and instructions on how to register to take your exam. 

    When Can I Take My Exam?

    Exam slots are available 7 days a week 24 hours a day.  Exam vouchers are valid for 1 year from the date of purchase.  If for any reason you do not take your exam within the year you can purchase an exam voucher extension that will be valid for an additional 6 months.  Please note that the extension must be ordered before your exam expires.

    If you have any questions email customerservice@gogotraining.com.   

    This course is Accredited by PeopleCert and PeopleCert is the ITIL Exam Institute that will proctore your exam.

    Thank you for choosing GogoTraining!

    How to Upload Your Letter of Course Attendance on PeopleCert.org

    Candidates may upload their Letter of Attendance through the Upload a Certificate option under the Certifications & Memberships tab of their PeopleCert account. 

    Exam Extension

    PeopleCert allows students to extend their exam 6 months for a fee.  Exam extensions must be purchased prior to the expiration date of your exam.  If you need an extension, Click Here, and let us know.  PeopleCert does not allow students to extend Take2 exam retakes.

    PeopleCert Complaints Policy

    This document sets out our complaints policy and procedure and is written for our:

    • Accredited/Approved Organisations (AOs), our partners;
    • trainees on courses at one of our partners;
    • candidates in our PeopleCert business and IT exams; and
    • all interested parties who receive a direct or indirect service from us related to our business and IT qualifications.

    This document covers complaints that candidates, AOs or any interested parties may wish to make in relation to:

    • PeopleCert partners;
    • the exams and associated services offered by PeopleCert.

    Please find the detailed policy here.

    For assistance from GogoTraining please Contact Us.

    GogoTraining Support Policy

    If you have any questions or concerns about your course, please Contact Us.

    How can we help? Customer Service is standing by to answer your questions.

    Ask for Pricing
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