ITIL® 4 - Direct, Plan and Improve (DPI)

Every successful organization in the world must strive to create a “learning and improving” culture that permeates all areas of operation.

The ITIL 4 Qualification Scheme has two main streams for advanced learning and certification:

The ITIL Managing Professional,

The ITIL Strategic Leader

Direct, Plan and Improve is so critical it has become the universal module, that stars as a key component of both, ITIL Managing Professional and ITIL Strategic Leader streams.

The ITIL 4 Direct, Plan and Improve (DPI) training and certification course provides individuals with the real-world skills necessary to create a learning and improving IT organization. This class will focus on working holistically and aligns with principles from AGILE, LEAN and Continuous Delivery optimization. Leaders, practitioners, and all service management professionals understand that strategy is key and will walk away with a strong and effective basis for strategic direction.

Learners acquire an understanding of:

The integration of value streams and activities to create, deliver and support IT-enabled products and services

The influence and impact of new ways of thinking for when and how to do work

How Agile and Lean and ITIL can be leveraged to an organization’s advantage

A practical and strategic method for planning and delivering continual improvement with agility

Start today to gain a strong strategic advantage via a culture of learning and improving. The only way to do that is to take action!

To learn more, or to register for the Direct, Plan and Improve certification course, please visit https://www.itsmacademy.com/DPI

Comments

Four Service Characteristics

Recently I came across several articles by researchers and experts that laid out definitions and characteristics of services. ITIL provides us with a definition that can help drive the creation of value-laden services: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. An area that ITIL is not so clear is in terms of service characteristics. Several researchers and experts put forth that services have four basic characteristics (IHIP): Intangibility—Services are the results of actions not things. They have no physical presence and represent a logical set of elements. One way to think of service is “work done for others.” Heterogeneity—Also known as “variability”; services are unique items because of the mechanisms used to deliver services, which is people. Because the people element adds variability, the service is variable. This holds true, especially for the value proposition—not eve...

What Is A Service Offering?

The ITIL 4 Best Practice Guidance defines a “Service Offering” as a description of one or more services designed to address the needs of a target customer or group. As a service provider, we can’t stop there! We must know what the contracts of our service offering are and be able to put them into context as required by the customer. Let’s explore the three elements that comprise a Service Offering. A “Service Offering” may include: Goods, Access to Resources, and Service Actions 1. Goods – When we think of “Goods” within a service offering these are the items where ownership is transferred to the consumer and the consumer takes responsibility for the future use of these goods. Example of goods that are being provided in the offering – If this is a hotel service then toiletries or chocolates are yours to take with you. You the consumer own these and they are yours to take with you. ...

What is the difference between Process Owner, Process Manager and Process Practitioner?

This article was originally published in 2015. With the Introduction of ITIL 4, some of this best practice has changed. See ITIL 4 and the Evolving Role of Roles . Updated Definitions in ITIL 4: Process Owner: In ITIL 4, the concept of 'processes' has expanded into broader 'practices.' Consequently, the Process Owner is now often referred to as the 'Practice Owner.' This individual is accountable for the overall design, performance, integration, and improvement of a specific practice within the organization. They ensure that the practice achieves its intended outcomes and aligns with the organization's objectives. Process Manager: Now commonly known as the 'Practice Manager' in ITIL 4, this role is responsible for the day-to-day management of the practice. The Practice Manager ensures that activities are carried out as intended, manages resources assigned to the practice, and oversees the practitioners performing the work. Process Practit...

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