ITIL 4 : : Direct, Plan and Improve Reference and Study Guide.
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| Place / Publishing House: | London : : The Stationery Office Ltd,, 2021. Ã2021. |
| Year of Publication: | 2021 |
| Language: | English |
| Online Access: | |
| Physical Description: | 1 online resource (84 pages) |
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Table of Contents:
- Intro
- Copyright Page
- Contents
- Foreword
- Acknowledgements
- About this guide
- 1 Introduction
- 2 Key terms and concepts
- 2.1 Key terms
- 2.2 Key concepts
- 3 Direction and control
- 3.1 Cascading objectives and requirements
- 3.2 Defining effective policies, controls, and guidelines
- 3.3 Decision-making at the right level
- 4 Governance, risk, and compliance
- 4.1 Role of risk management in direction, planning, and improvement
- 4.2 Governance
- 5 Continual improvement
- 5.1 Improving the SVS
- 5.2 The continual improvement model
- 5.3 Assessing for improvement
- 5.4 Prioritizing outcomes
- 5.5 Developing a business case
- 5.6 Learning from past experience
- 6 OCM and communication
- 6.1 Organizational change management
- 6.2 Communication and OCM
- 6.3 Interfaces across the value chain
- 7 Measurement and reporting
- 7.1 Basics of measurement and reporting
- 7.2 Types of measurements
- 7.3 Success factors and KPIs
- 8 Value streams and practices
- 8.1 Value stream mapping
- 8.2 Value streams, practices, and processes in the SVS
- 8.3 Methods and techniques to direct, plan, and improve value streams and practices
- 9 Taking the DPI examination
- 9.1 Purpose of the ITIL 4 DPI qualification
- 9.2 Examination overview
- 9.3 Question type examples
- 9.4 Examination modalities
- 10 The ITIL 4 certification scheme
- 10.1 ITIL Foundation
- 10.2 ITIL Managing Professional stream
- 10.3 ITIL Strategic Leader stream
- 10.4 ITIL Master
- 10.5 ITIL and the T-shaped individual
- 11 ITIL 4 Direct, Plan and Improve syllabus
- Further information.