To begin this course, go to the main page ITIL 4 Managing Professional Certification Course.

5. Direct, Plan and Improve (DPI)

• 5.1 Policies, controls and guidelines
• 5.2 Governance, risk and compliance
• 5.3 Organizational change management
• 5.4 Organizational change management practice
• 5.5 Effective communication

1. Scope of control

Key message: a person’s scope of control is the extent of the area(s) or activities over which the person has authority to direct the actions of others or define the required outcomes

ITIL guidance is not just for managers:

• Guidance can be applied at many levels
• Corporate leaders have very wide authority
• Everyone has some authority

We all have influence as well as control:

• Scope of influence is wider than scope of control
• May need to find ways to influence things beyond our control
• Influence may be more effective and sustainable than simply commanding others

2. Strategic planning

Planning can occur at the strategic, tactical, or operational level:

• Strategy: a broad approach or course of action defined by an organization for achieving its objectives
• Strategic planning: must cascade logically from the overall organizational strategy and must be tied to the achievement of objectives
• Timeframe: it depends...

3. Cascading objectives The planning and evaluation model: Purpose: why are we doing this ? Can be used iteratively: Highest level purpose could be the mission of the organization Purpose of project/practice/service/team supports organization purpose Purpose of one activity may be objective of another activity Objectives: what would success look like ? May be called goals, targets, success factors, depending on context Indicators: what measurable results will indicate success ? Should be smart, and relevant to the objective Metrics: what are the numbers ? Created from measurements

Go back to ITIL 4 Managing Professional Certification Course for the other chapters if you completed this Direct, Plan and Improve (DPI) chapter.