Destinatários

• Individuals continuing of their journey in service management
• ITSM managers and aspiring ITSM managers
• Managers of all levels involved in shaping direction and strategy or developing a continually improving team

Pré-requisitos

Objetivos

• provides individuals with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction.
•  covers the influence and impact of Agile and Lean ways of working, and how they can be leveraged to an organization’s advantage.
• provides practitioners with a practical and strategic method for planning and delivering continual improvement with necessary agility.

Programa

• 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 governance, risk and compliance (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