Key Concepts of Direct, Plan and Improve Direction and PlanningImprovementOperating ModelsMethodsRisks and Scope of ControlVision and MissionStrategy, Tactics and OperationsGovernance, Compliance and ManagementPolicies, Control and GuidelinesValue, Outcomes, Cost and RiskKey Principles and Methods of Directions and Planning Cascade Goals and RequirementsDefine effective policies, control and guidelinesPlacing decision making at the correct levelRole of GRC and integration of principles and methods to the Service Value System Role of risk and risk managementImpact of governance on DPIControlsUse key principles and methods of continual improvements Use the ITIL Continual Improvement model for the service value systemIdentify assessment, objectives, outputs, requirements and criteriaSelecting an assessment methodDefine and prioritise desired outcomesBuild and advocate a business caseEmbedding continual improvement at all levelsUse key principles and methods of communication, organisational change management, methods of measurement and reporting to direct, plan and improve Nature, scope and benefits of organisational change managementIdentify and manage different stakeholdersEffective communication and feedbackEstablish an effective interface across the value chainDefine metrics and indicators to support objectivesUnderstand and know how to direct, plan and improve value streamsAddressing the 4 dimensions of service managementApplying ITI guiding principlesValue stream mappingOptimising workflowMinimising wasteEnsuring and utilising feedback.Difference between practices and value streams

On completion of this course, the following learning outcomes will be achieved:Understand the key concepts of Direct, Plan and ImproveUnderstand the scope, principles and methods of what to be directed and plannedUnderstand the role of GRC and how to integrate the principles and methods into the service value systemUnderstand and know how to use the key principles and methods of continual improvement, organisational change management, communication, measurement and reportingUnderstand and know how to direct, plan and improve value streams.

The target audience for this course and qualification are:ITSM managers, aspiring managers and practitioners developing their ITSM knowledge based on ITIL4ITSM practitioners of all levels involved in shaping direction and strategy or developing a continually improving teamIndividuals who are pursuing the ITIL Managing Professional designation.

Course duration:

4 days, 9am – 5pm

We offer flexible learning options (online, instructor-led, hybrid) to fit your learning style

Certifications

Meet your Trainers

Lionel Seaw

Principal Consultant Sapience Consulting

Lionel Seaw

Principal Consultant Sapience Consulting

ITIL®4 Strategy: Direct Plan and Improve

Q: CPD and Expiry of ITIL Certifications

PeopleCert’s Continuous Professional Development ProgrammeAll participants with PeopleCert Global Best Practise certification can renew (within 3 years of their original certification dates) and keep your certification current through PeopleCert Continuous Development Programme.Find Out More

Synopsis

Take what was established as THE best practice guidance of IT Service Management – then make it better. ITIL4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution. The ITIL4 Strategist: Direct, Plan and Improve (DPI) course helps ITSM practitioners acquire further insight into ITIL4 – specifically in the areas that contribute to creating and sustaining an IT organisation steeped in the growth mindset.

The course covers both practical and strategic elements related to improvement. Lean and Agile methodologies and techniques, a feature of ITIL4, is embedded into directing, planning and improving services in support of business objectives. This interactive course is indispensable to the development of the modern day technologist and ITSM practitioner and leader in modern IT organisations seeking to innovate and improve IT services delivered to the business.

Outlines

- - - Key Concepts of Direct, Plan and Improve
      - Direction and Planning
      - Improvement
      - Operating Models
      - Methods
      - Risks and Scope of Control
      - Vision and Mission
      - Strategy, Tactics and Operations
      - Governance, Compliance and Management
      - Policies, Control and Guidelines
      - Value, Outcomes, Cost and Risk
    - Key Principles and Methods of Directions and Planning
      - Cascade Goals and Requirements
      - Define effective policies, control and guidelines
      - Placing decision making at the correct level
    - Role of GRC and integration of principles and methods to the Service Value System
      - Role of risk and risk management
      - Impact of governance on DPI
      - Controls
    - Use key principles and methods of continual improvements
      - Use the ITIL Continual Improvement model for the service value system
      - Identify assessment, objectives, outputs, requirements and criteria
      - Selecting an assessment method
      - Define and prioritise desired outcomes
      - Build and advocate a business case
      - Embedding continual improvement at all levels
    - Use key principles and methods of communication, organisational change management, methods of measurement and reporting to direct, plan and improve
      - Nature, scope and benefits of organisational change management
      - Identify and manage different stakeholders
      - Effective communication and feedback
      - Establish an effective interface across the value chain
      - Define metrics and indicators to support objectives
    - Understand and know how to direct, plan and improve value streams
    - - Addressing the 4 dimensions of service management
      - Applying ITI guiding principles
      - Value stream mapping
      - Optimising workflow
      - Minimising waste
      - Ensuring and utilising feedback.
      - Difference between practices and value streams

Objectives

On completion of this course, the following learning outcomes will be achieved:

Understand the key concepts of Direct, Plan and Improve
Understand the scope, principles and methods of what to be directed and planned
Understand the role of GRC and how to integrate the principles and methods into the service value system
Understand and know how to use the key principles and methods of continual improvement, organisational change management, communication, measurement and reporting
Understand and know how to direct, plan and improve value streams.

Audiences

The target audience for this course and qualification are:

ITSM managers, aspiring managers and practitioners developing their ITSM knowledge based on ITIL4
ITSM practitioners of all levels involved in shaping direction and strategy or developing a continually improving team
Individuals who are pursuing the ITIL Managing Professional designation.

Certification and Exam Info

Participants who successfully complete the course and pass the examination included in the course will be recognised as certified with ITIL®4 Strategist: Direct Plan and Improve under the AXELOS certification scheme.

EXAMINATION FORMAT

40 Multiple Choice Questions
1 mark per correct answer
28 marks required to pass (out of 40 available) – 70%
90 minutes duration
Closed-book.

Pre-requisites

Candidates must already have achieved ITIL4 Foundation certification to qualify to sit the examination.

CPD and Expiry of ITIL Certifications

PeopleCert’s Continuous Professional Development Programme

All participants with PeopleCert Global Best Practise certification can renew (within 3 years of their original certification dates) and keep your certification current through PeopleCert Continuous Development Programme.

Find Out More

Funding Available

SSG Funding

Please visit our SkillsFuture Singapore (SSG) Funding page for full details.

Terms and conditions apply.

PSEA Funding

Please visit our IBF STS programme page for full details. PSEA page for more info.

Terms and conditions apply.

SkillsFuture Credit

Please visit our SkillsFuture Credit page for full details.

Terms and conditions apply.

Supported by UTAP

NTUC members can use the Union Training Assistance Programme (UTAP) to partially cover the cost of their training.
Visit our UTAP page for more info.

Terms and conditions apply.

Schedule

01/26/2026 01/29/2026

ITIL®4 Strategist: Direct Plan and Improve

Governance and Service Management Principals: PeopleCert

Duration: 4 Physical Enquiry

Find Out More

Lionel Seaw