ITIL® v4 Stratagist: Direct, Plan and Improve

Understand the following key terms:
•   Direction
•   Planning
•   Improvement
•   Operating Model
•   Methods
•   Risks
•   Scope of control

Understand the differences between the following key concepts:
•   Vision and Mission
•   Strategy, Tactics and Operations
•   Governance, compliance and management
•   Policies, Controls and Guidelines

Understand the concepts of Value, Outcomes, Costs & Risks and their relationships to direction, planning & improvement
Identify the scope of control and within this:
•   Know how to cascade goals and requirements.
•   Know how to define effective policies, controls and guidelines.
•   Know how to place decision-making authority at the correct level.
•   Know how to ensure that controls are sufficient, but not excessive.
•   Know how to use the ITIL continual improvement model to improve the service value system or any part of the SVS.
•   Know how to identify assessment objectives, outputs, requirements and criteria.
•   Know how to select an appropriate assessment method for a particular situation.
•   Know how to define and prioritize desired outcomes of an improvement.
•   Know how to build, justify and advocate for a business case.
•   Know how to conduct improvement reviews and analysis of lessons learned.
•   Know how to embed continual improvement at all levels of the SVS.
•   Understand the nature, scope and potential benefits of organizational change management.
•   Know how to use the key principles and methods of Communication & OCM.
•   Identify and manage different types of stakeholders.
•   Effectively communicate with and influence others.
•   Establish effective feedback channels.
•   Know how to establish effective interfaces across the value chain.
•   Know how to define indicators and metrics to support objectives.
•   Understand the differences between value streams and practices and how those differences impact direction, planning and improvement.
•   Know how to select and use the appropriate methods and techniques to direct, plan and improve value streams and practices.
•   Addressing the 4 dimensions.
•   Applying the guiding principles.
•   Value stream mapping.
•   Optimization of workflow.
•   Elimination of waste.
•   Ensuring & utilizing feedback.