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

Every successful organization knows that survival in today’s fast-moving digital landscape requires more than keeping the lights on. It demands a culture of learning and continual improvement. That’s where ITIL 4 comes in.

The ITIL 4 Qualification Scheme offers advanced streams for professional growth:

The ITIL Managing Professional
The ITIL Strategic Leader

At the intersection of both sits one universal module: Direct, Plan and Improve (DPI). Its inclusion in both streams underscores just how critical it is for building organizations that don’t just operate, but evolve and thrive.

ITIL DPI 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, 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 ITSM Academy's DPI course details.

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. ...

The New Four Ps of Service Management

By Donna Knapp For years, people , process , and technology (PPT) was a widely recognized framework for balancing and integrating the components needed to achieve optimal performance and outcomes. In the ITIL v3 Service Design publication, this framework was expanded to the four Ps: people , processes , products , and partners . ITIL 4 has further expanded and evolved this framework to the four dimensions of service management. These four dimensions are collectively critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services. The four dimensions of service management are: Organizations and people Information and technology Partners and suppliers Value streams and processes. These four dimensions represent perspectives which are relevant to the whole service value system (SVS), including the entirety of the service value chain and all ITIL practices. Each ITIL practice is a set of organizational resources base...

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