Service Management

ITIL 4 Strategic Leader Certification & Training Course

ITIL Strategic Leader Training and Certification Course assists the Organization to ace the Digital Transformation Journey and successfully become a Digital Company through proper planning and strategies.Since, ITIL is useful for the delivery of all digital-enabled services, hence it is an essential and strategic asset to the company.

Basic Description

Introduction:

ITIL Strategic Leader Training and Certification Course assists the Organization to ace the Digital Transformation Journey and successfully become a Digital Company through proper planning and strategies.Since, ITIL is useful for the delivery of all digital-enabled services, hence it is an essential and strategic asset to the company. ITIL Strategic leader consists of two distinct modules,namely: ITIL Strategist Direct, Plan (a universal module; also included in ITIL Managing Professional Path) and ITIL leader - Digital and IT Strategy. ZOC Technologies aims to provide the relevant skills for bridging the technological gap and providing a pathway to advancement in Service Management. The real-time trainers and advanced and updated courseware offered by ZOC is commendable, assisting the employees from training to transformation. 

Key Features of ITIL Training with ZOC:

  • Certification is Accredited by Peoplecert- Our Authorised Partners
  • Deliverables : Courseware, Question Bank, Training Kit
  • Authorized Study material from Peoplecert
  • Globally Recognised Certificate of Participation from Peoplecert upon course completion
  • Access study resources like case studies, exercises, eBooks, mock tests, & more upto a year.

Overview

An ITIL 4 Strategic Leader certification is a credible certification that depicts the clear understanding of how IT influences and directs business strategy which helps to formulate the plans and policies in the company. The ITIL Strategic Leader designation implies for the ones who behold a Leadership position within the IT organizations, or the ones who aspire to become one. This course shall help to imply the ITIL knowledge as per the ITIl guidelines at a strategic level, further helping to craft strategy in the lines of ITIL practices for the company. The ITIL Strategic Leader certification is awarded to the professionals who complete both the modules-  ITIL Strategist Direct, Plan (a universal module; also included in ITIL Managing Professional Path) and ITIL leader - Digital and IT Strategy 

ITIL 4 Strategist: Direct Plan and Improve: 

ITIL 4 Strategist Direct Plan and Improve is the universal module that is a key component of both ITIL 4 Managing Professional and ITIL 4 Strategic Leader streams. ITIL 4 Strategist Direct Plan and Improve is aimed at managers of all levels involved in shaping direction and strategy or developing a continually improving team. It will cover both practical and strategic elements.

ITIL leader - Digital and IT Strategy:

ITIL Digital and IT Strategy Leader focuses on the alignment of digital business strategy with IT strategy of the company to produce the best possible Service Management Solutions. The ITIL leader- Digital and IT Strategy course also reveals the impact of the disruptions from new technologies on organizations in every industry and the responses of the business leaders. The IT & Digital Strategy module also adds a new perspective to the ITIL framework , hence expanding its horizon of discussion in terms of ITIL concepts at a strategic level amongst the business leaders and aspiring leaders for a better and enhanced perspective.

FAQs

What is ITIL®  4 DPI?

DPI is an abbreviation for Direct, Plan & Improve. This module of the ITIL framework encourages organizations to apply strategically driven processes developed to realize measurable outcomes in a planned manner. The DPI module of ITIL 4 lays a set of guidelines, processes and methodologies that organizations need to follow in order to continually improve business functioning.

Moreover, the ITIL® 4 DPI qualification is one of the eligibility criteria in order to appear for the ITIL 4 Managing Professional exam which assesses the candidate’s knowledge of establishing and implementing successful IT-enabled services, teams, and workflows.

Candidates must suffice the following mentioned prerequisite before applying for this course.

Cleared the ITIL 4 Foundation examination

Attended an accredited training course for this module

DPI is an abbreviation for Direct, Plan & Improve. This module of the ITIL framework encourages organizations to apply strategically driven processes developed to realize measurable outcomes in a planned manner. The DPI module of ITIL 4 lays a set of guidelines, processes and methodologies that organizations need to follow in order to continually improve business functioning.

Moreover, the ITIL® 4 DPI qualification is one of the eligibility criteria in order to appear for the ITIL 4 Managing Professional exam which assesses the candidate’s knowledge of establishing and implementing successful IT-enabled services, teams, and workflows.

Candidates must suffice the following mentioned prerequisite before applying for this course.

Cleared the ITIL 4 Foundation examination

Attended an accredited training course for this module

The ITIL® 4 DPI exam format is as below:

Duration of 90 minutes (105 minutes for candidates taking the exam in a language other than their native)

Closed book

40 multiple choice questions

Passing score: 28/40 marks - 70%

ITIL Strategic Leader certification is valid for a lifetime. You don’t have to renew it again and again.

Prerequisite

Prerequisite 

ITIL v4 Foundation, and a minimum of 3 years of managerial experience

Candidates those who have:

  • If you are ITIL® 4 Foundation certified then you can apply for this certification, After achieving this certificate you will get ITIL® 4 Digital & IT Strategy certification only.
  • If you are ITIL®4 DPI (Direct Plan Improve) certified then you can apply for this certification. After achieving this certificate you will get ITIL®4 Digital & IT Strategy certification plus you will get ITIL®4 Strategic Leader certification.
  • If you are ITIL®4 Managing Professional Certified then you can apply for this certification. After achieving this certificate you will get ITIL®4 Digital & IT Strategy certification plus you will get ITIL®4 Strategic Leader certification.


Audience: 

ITIL Strategist - Direct, Plan and Improve

IT Service Management professionals, specifically managers at all levels, and those involved in continual service improvement initiatives

ITIL leader - Digital and IT Strategy

IT Service Management professionals, specifically IT Leaders

Course Content:

Duration of the Course: 3 days ( 24 Hours) 

ITIL 4 Strategist Direct Plan and Improve:
Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context

Understand the role of GRC and know how to integrate the principles and methods into the service value system

Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction planning and improvement

Modules: 

 

Module 1- Course Introduction

Lesson 1 – DPI Key Terms

Lesson 2 – Key Concept Differentiation

Module 2 – DPI Scope, Key Principles and Methods

 

Lesson 1 – Objectives, Requirements, Decisions

Lesson 2 – How to Define Effective Policies, Controls, and Guidelines

Module 3 – The Role of Governance, Risk, and Compliance

 

Lesson 1 – DPI and Risk Management

Lesson 2 – DPI and Governance

Module 4 – Focus on Improvement

 

Lesson 1 – Creating the Context for Improvement

Lesson 2 – The Continual Improvement Model Part 1

Lesson 3 – The Continual Improvement Model Part 2

Lesson 4 – Assessment

Lesson 5 – Building a Business Case

Lesson 6 – Improvement Reviews and Embedding Improvement

Module 5 – Focus on Organizational Change Management

 

Lesson 1 – Introduction to OCM Part 1

Lesson 2 – Introduction to OCM Part 2

Lesson 3 – Introduction to OCM Part 3

Lesson 4 – OCM and Communication Part 1

Lesson 5 – OCM and Communication Part 2

Lesson 5 – Establishing Interfaces Across the Value Chain

 

Module 6 – DPI, Measurement and Reporting

 

Lesson 1 – Measurement and Reporting Part 1

Lesson 2 – Measurement and Reporting Part 2

 

Module 7: DPI, Value Streams and Practices

Lesson 1 – Differences Between Value Streams and Practices

Lesson 2 – Methods and Techniques Part 1

Lesson 3 – Methods and Techniques Part 2

Lesson 4 – Methods and Techniques Part 3

 

Module 8 – Course Recap and Exam Preparation

Recap and Exam Preparation

 

Objectives

  • Understand the Key Concepts of Direct, Plan & Improve
  • Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context
  • Understand the role of GRC and know how to integrate the principles and methods into the service value system
  • Understand and know how to use the key principles and methods of continual improvement for all types of improvements
  • Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction, planning and improvement
  • Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement
  • Understand and know how to direct, plan and improve value streams and practices

Audience: 

This course is aimed at IT leaders and managers of all levels of the organisation who are seeking to obtain the ITIL Managing Professional (MP) designation or the ITIL Strategic Leader (SL) designation, and/or who are involved in shaping IT direction and strategy.

Contents

  • Introduction
  • Key concepts of DPI
  • Key principles and methods of Direction and Planning
  • Governance, Risk and Compliance
  • Continual improvement
  • Communication and organizational Change Management
  • Measurement and reporting
  • Value streams and practices

Prerequisites

ITIL® 4 Foundation certificate. 

For the exam, it is mandatory to have attended an accredited training course from ATO 

Duration: 3 days (24 hours) 

Organisational BenefitsImproved performance

Increased efficiencies

Trained staff with an understanding of Service Management is a digital organisation

Individual Benefits

 

Holding an up to date industry recognised qualification

Gaining up to date knowledge of how to direct, plan and improve IT services

 

ITIL® 4 LEADER: DIGITAL & IT STRATEGY CERTIFICATION

Modules: 

Demonstrate the use of the ITIL guiding principles in Digital and IT Strategy decisions and activities

1.1 Relate the ITIL guiding principles to all aspects of Digital and IT Strategy:

a) Focus on value

b) Start where you are

c) Progress iteratively with feedback

d) Collaborate and promote visibility

e) Think and work holistically

f) Keep it simple and practical

g) Optimize and automate

Understand how to leverage digital strategy to react to digital disruption

2.1. Understand the following concepts:

a) Digital Technology

b) Digital Business

c) Digital Organization

d) Digitization

e) Digital Transformation

2.2 Understand the following concepts:

a) Business strategy and business models

b) Digital and IT Strategy

c) Products

d) Services

2.3 Know how to explain the relationship between Digital and IT Strategy and the components of the ITIL SVS, strategy management practice 2.1 & 2.4 including all subsections)

Understand the relationship between the concepts of Digital and IT Strategy, the service value system and the service value chain, and explain how to utilize them to create value

3.1 Explain environmental analysis in terms of:

a) External analysis: PESTLE

b) Internal analysis: The four dimensions of service management

Understand how an organization uses Digital and IT Strategy to remain viable in environments disrupted by digital technology

4.1 Know how to show how an organization’s viability is related to how agile, resilient, lean, continuous and co-creational it is

4.2 Know how to analyse the VUCA factors and address them in a Digital and IT Strategy

 

4.3 Explain and compare three levels of digital disruption:

a) Ecosystem

b) Industry/market

c) Organizational

4.4 Show how an organization’s position in a particular market or industry is influenced by the following factors:

a) Achieving customer/market relevance

b) Achieving operational excellence

c) Internal and external focus

d) Balanced approach

4.5 Use a digital positioning tool to determine the appropriate position for a digital organization

Understand strategic approaches made possible by digital and information technology to achieve customer/market relevance and operational excellence

5.1 Know how to apply the following approaches to achieve customer/market relevance:

a) Customer journeys

b) Omnichannel delivery and support

c) Context-sensitive delivery and support

d) Customer analytics

e) Customer feedback and 360° approaches

5.2 Know how to achieve operational excellence in the four dimensions of service management

 

5.3 Understand the financial aspects of Digital and IT Strategy in terms of the following:

a) Financial policy

 

b) Portfolio optimization

c) Funding projects, products and services

d) Balancing the cost of innovation and operation

e) Charging models

5.4 Assess strategic approaches for digital organizations

Understand the risks and opportunities of Digital and IT Strategy

6.1 Explain the concept of risk management in the context of a digital organization

6.2 In the context of Digital and IT Strategy, explain how to:a) Identify risk

b) Assess risk

6.3 Know how to explain the concept of risk posture and show how to determine an acceptable balance between opportunity and risk

6.4 Explain the concept of innovation, including its key elements and techniques

 

6.5 Know how to apply techniques to develop and maintain a culture of innovation

Understand the steps and techniques involved in defining and advocating for a Digital and IT Strategy

7.1 Know how to use a digital readiness assessment to perform a gap analysis between an organization’s current and desired positions

7.2 Explain how to define and communicate a vision and a strategy

 

7.3 Know how to use business cases to advocate for a Digital and IT Strategy

 

Understand how to implement a Digital and IT Strategy

8.1 Know how to define operating models for digital organizations

8.2 Explain the major skills required of leaders in a digital organization

 

8.3 Apply the following approaches to strategy coordination and implementation:

a) Large-scale transformation

 

b) Incremental transformation

c) Mergers and acquisitionsd) Individual changes

 

8.4 Explain approaches to POMs (parallel operating models)

8.5 Explain how to assess success of a Digital and IT Strategy

 

8.6 Explain the typical activities of a digital transformation programme

Objectives

This course focuses on the alignment of digital business strategy with IT strategy. Attendees acquire an understanding of:

  • How disruption from new technologies are impacting organizations in every industry
  • How business leaders are responding
  • How to build and implement an effective IT and digital strategy that can tackle digital disruption and drive success

Audience: 

  • Individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
  • Existing ITIL qualification holders wishing to develop their knowledge.

Contents

  • Alignment of Digital Business Strategy with IT Strategy
  • Tech Disruption, Organizational Impact, & Response from Business Leaders
  • Strategic-Level Discussion for Business Leaders
  • Implementing Effective IT and Digital Strategy to Drive Success & Tackle Disruptive Tech

Prerequisites

In order to access ITIL® 4 Leader Digital & IT Strategy exam, students must:

  • Have obtained ITIL® 4 Foundation certificate or ITIL® 4 Managing Professional Transition certificate
  • Have attended an accredited training course
  • Complete and receive a passing score on the 4 Case Study Assignments included in the course 
  • Have a minimum of three years of IT managerial experience

Duration: 3 days (24 hours) 

 

Organisational Benefits

Improved performance

Increased efficiencies

Trained staff with an understanding of Service Management is a digital organisation

 

Individual Benefits

Improved performance

Increased efficiencies

Trained staff with an understanding of Service Management is a digital organisation

 

ITIL® 4 Strategist: Direct, Plan and Improve

  • Globally Authorised Body- Peoplecert
  • LEVEL: Advanced Level 
  • RE-CERTIFICATION Required: No 
  • Languages: English, German, French, Spanish 
  • Total Marks: 40
  • PASS MARK: 28 
  • Total no. of questions: 40 questions
  • Negative Marking: No 
  • Mode: Online Proctored Exam (closed book)
  • Type: Multiple Choice, Computerized Adaptive Testing (CAT)
  • Duration of exam: 90 minutes  

ITIL 4 Leader: Digital & IT Strategy

  • Globally Authorised Body- Peoplecert
  • LEVEL: Advanced Level 
  • RE-CERTIFICATION Required: No 
  • Languages: English
  • Total Marks: 30
  • PASS MARK: 21
  • Total no. of questions: 30 Questions 
  • Negative Marking: No 
  • Mode: Online Proctored Exam (closed book)
  • Type: Objective Testing Questions (OTQs) 
  • Duration of exam: 60 minutes  

Our Training Modalities:

Public Class 

Be Certain! Be Certified! 

 


  • Online Live Instructor led Training 
  • Class room training Instructor led
  • Highly Qualified Instructors and Experts from the Industry 
  • Peoplecert Authorised courseware
  • End to end Certification assistance

Online Live Class 

Live your Career with our Online Live Class 

 

Just like our physical classrooms, students attending training through Online LIVE have a real time, live instructor led student experience. The live instructor teaches the course and provides the opportunity for students to ask live questions via voice or instant message (IM) questions during the live training event. 

  • Live synchronous instruction, Students attend training from an outside location anywhere in the world.
  • Access complete set of industry-recognized training with authorized courseware from leading technology vendors.
  • Learn from the same experienced, top-tier instructors.
  • Use Labs on Demand to gain online access to the same client and server technologies we cover in our courses—so you can test, apply and hone your skills on real equipment accessed over the Internet.
  • Reinforce what you’ve learned and gain hands-on experience by accessing labs before and after class.
  • Real-time Instructor led Online Training
  • Doubt Clearing sessions 
  • Interactive virtual classroom experience
  • Insightful training tips, career mentoring and guidance

Corporate Training 

Bring out the Best in your Team with ZOC 

  • Quality training to the employees
  • Customised training solutions
  • Dedicated and strategized learning methodologies to achieve improved and effective ROI
  • Professional Therapy Sessions to pace-up the business growth
  • Individual Counselling and mentoring 

 

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