ITIL

ITIL® 4 Strategist: Direct, Plan and Improve

This course provides IT leaders, practitioners and support staff with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners.

GK #100440Virtual Classroom LiveClassroom Live

FormatsVirtual Classroom Live · Classroom LiveTopicsGK Polaris · It Service Management

What you’ll learn

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
- 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

Upcoming training

Dates and availability are confirmed by Bolt when we follow up. All times are shown in the provider’s stated time zone.

2026-11-02 — 2026-11-048:30 AM - 4:30 PM EST