ITIL® 4 Strategist: Direct, Plan and Improve

Course Code: 7014



In this 3-day course you will understand the skills necessary to create a learning and improving IT organization that has defined and is following an efficient and effective strategic direction in-line with business goals. This class covers topics such as strategy definition, strategic planning, as well as defining and operating a continual improvement program. This accredited course is based upon ITIL® 4 best practices.

This course concludes with the ITIL Strategist: Direct, Plan and Improve certification exam voucher.

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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Course Delivery

This course is available in the following formats:

Live Classroom
Duration: 3 days

Live Virtual Classroom
Duration: 3 days

What You'll learn

  • Key concepts of strategy and strategic planning
  • Key concepts of continual improvement
  • How to establish effective direction and planning activities in an organization
  • How to establish effective and efficient continual improvement activities in an organization
  • Application of organizational change management concepts to direction, planning and improvement activities
  • Key principles of effective communication
  • Understand and using the measurement and reporting ITIL 4 practice in the context of direction, planning and improvement
  • Apply key concepts of direction, planning and improving to value streams and ITIL 4 practices


  • Vision
  • Mission
  • Methods
  • Operating Model
  • Scope of Control
  • Exercise 1
  • Key Principles and Methods for Direction and Planning
  • Cascading Requirements and Goals
  • Defining Effective Policies, Control and Guidance
  • Placing Decision-Making Authority at the Correct Level of the Organization
  • Exercise 2
  • The Purpose and Role of Governance, Risk and Compliance
  • Integrating Governance, Risk and Compliance into the ITIL Service Value System
  • Risks and the Role of Risk Management
  • Impact of Governance upon Direction, Planning and Improvement Activities
  • Exercise 3
  • Key Concepts and Basic Principles of Continual Improvement
  • Improving the Service Value Stream
  • Embedding Continual Improvement throughout the Organization
  • Assessment Methods and Objectives
  • Continual Improvement Requirements, Outputs and Other Criteria
  • Building and Justifying Business Cases
  • Conducting Improvement Reviews
  • Analyzing Lessons Learned
  • Exercise 4
  • Basic Concepts of Organizational Change Management
  • Scope, Nature and Benefits of Organizational Change Management
  • Establishing Interfaces Between Organizational Change Management and the Service Value System
  • Applying Organizational Change Management Concepts to Direct, Plan and Improve Activities
  • Exercise 5
  • Basic Concepts of Measurements, Metrics, Reports, Critical Success Factors and Key Performance Indicators
  • Defining Measurements and Metrics
  • Using Metrics and Measurements
  • Exercise 6
  • Value Streams and Practices
  • Using Direct, Plan and Improve Value Streams and Practices
  • Key Principles and Methods for Communicating Organizational Change
  • Identifying Stakeholders
  • Effective Influencing Stakeholders
  • Establishing Effective Feedback Channels
  • Exercise 7
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ITIL 4 Foundation

Who should attend

  • IT staff
  • Service desk staff
  • Business staff
  • Executive leadership
  • Service management staff
  • Incident managers
  • Problem managers
  • Business relationship managers
  • Change managers
  • Quality improvement staff
  • Those interested or involved in application of ITIL 4 concepts and practices

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