Live Online Training Schedule

Course Details

Course Objective 

This course helps you to:

The module covers the influence and impact of Agile and Lean ways of working, and how they can be leveraged to an organization's advantage. It will provide practitioners with a practical and strategic method for planning and delivering continual improvement with necessary agility.


Targeted Audience 

  • Managers of all levels involved in shaping direction and strategy or developing a continually improving team.
  • IT and digital managers of all levels involved in shaping direction and strategy or developing a continually improving team or service.
  • For those planning work, improving products, or managing organizational change.
  • IT professionals interfacing with governance, risk and compliance.


Delivery Method

Online Training

  • Duration: 5 Days
  • Exam Simulation
  • Practice Test
  • Group Activity (Break-out Session) after each lesson
  • Access to additional References – Glossary/ Recommended Reading/ Syllabus
  • Material language will be in English

Exam & Certification

Exam Prerequisite

ITIL 4 Managing Professional consists of four modules:

  • ITIL 4 Specialist: Create, Deliver and Support
  • ITIL 4 Specialist: Drive Stakeholder Value
  • ITIL 4 Specialist: High-velocity IT
  • ITIL 4 Strategist: Direct Plan and Improve (universal module)

All modules have ITIL 4 Foundation as a pre-requisite. After achieving the ITIL 4 Managing Professional designation, candidates would only need to complete the ITIL 4 Leader: Digital and IT Strategy module to achieve the ITIL 4 Strategic Leader designation.


Exam Format   

  • Multiple choice questions
  • 40 questions, each worth 1 mark
  • 28 questions correct (70%) to pass the exam
  • 90 minutes
  • Closed Book



The ITIL 4 Direct, Plan and Improve examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Direct, Plan and Improve publication to establish a learning and improving IT organization. The ITIL 4 Direct, Plan and Improve qualification is one of the prerequisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful IT-enabled services, teams and workflows. It is also a pre-requisite for the designation of ITIL 4 Strategic Leader, which assesses the candidate’s ability to build and implement an effective IT and digital strategy that can tackle digital disruption and drive success.

Course Outline

  • Main Components of ITIL V4 Foundation
  • The Guiding principles
  • The ITIL management practices
  • SVS - The Service Value Chain
  • Governance in the SVS
  • Continual improvement and it’s Model

  • Direction
  • Planning
  • Improvement
  • Measurement and Reporting
  • Direction, planning, and improvement of the ITIL SVS
  • Achieving value in ITIL 4

  • Strategy Management and Alignment
  • Scope of control
  • Governance structures - Decision-making and Roles
  • Risk management in direct, plan, and improve
  • Decision-making practice in Portfolio management
  • Building, communicating, and advocating for a business case
  • Direction via governance, risk, and compliance
  • Effective controls and Guidelines
  • Defining and ensuring compliance

  • Basics of assessment and Planning
  • Effective assessment
  • Basics of and Planning
  • Value stream mapping - Introduction and Developing
  • Lean and Waste
  • Typical mistakes in value stream mapping

  • Basics of measurement and reporting
  • Key concepts of measurement and reporting
  • Four key reasons to measure
  • Types of measurements
  • Planning and evaluation model
  • Balanced scorecard
  • Success factors and KPIs
  • Measurement and the four dimensions
  • Measurement of products and services

  • Creating a continual improvement culture
  • Continual improvement in organizations
  • Continual improvement model
  • Visions and Assessment for improvements
  • Measurement and reporting in continual improvement

  • Effective communication
  • Communication principles
  • Communication is key for direct, plan, and improve
  • Communication methods and media
  • Identifying and communicating with stakeholders
  • Basics of Organizational change management
  • OCM - direction, planning and improvement
  • OCM - throughout the service value chain
  • Resistance to change

  • Adopting the guiding principles
  • Centre of excellence for service management
  • The four dimensions of service management in the SVS
  • Roles and jobs in SVS
  • Partners and suppliers in the SVS
  • Value streams and processes in the SVS
  • Theory of constraints
  • Kanban technique for managing work
  • Information and technology in the SVS

  • Modern Leadership - Servant leadership
  • "Using the guiding principles for direction, planning, and improvement"

  • Conclusion
  • End note: The ITIL story


There is no pre-requisite for applying to this course, but for exam ITIL 4 Foundation is a pre-requisite.

Yes, accredited by PeopleCert on behalf of Axelos



90 minutes


Exam results will be announced within 2 business days after the candidate’s answers are officially submitted to us by the exam supervisor. In case you have received an email from PeopleCert informing you that there are pending actions from your side, please make sure that you complete the actions for the exam results to be issued.

Passing criteria – 70%

  • Yes, you can retake it. PeopleCert offers the Take2exam re-sit service at an affordable price
  • You can purchase it along with the exam.
  • If you succeeded, TAKE2 fees is nonrefundable.
  • If you failed, you could take another chance using TAKE2

Rescheduling an online exam up to 48 hours before its start time is free. For more details about exam scheduling and rescheduling, please review PeopleCert's FAQs.

Yes, you can get your hard copy Certificate. You need to order your hard copies through the PeopleCert Account with standard or courier delivery.

The dispatch and delivery times are below:

Standard Delivery (dispatched within 3-5 business days)

  • 4-6 weeks - Europe
  • 6-8 weeks - Rest of the world (exc. Europe)

Courier Delivery (dispatched within 1-2 business days)

  • Delivered in up to 5 business days

You need to be an My AXELOS subscriber to apply for a digital badge for PRINCE2 certification.

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Online classes are delivered using our Learning Management System (LMS). We provide access to pre-course reading, pre-post assessment, chapter exercises, practice test, case studies and to additional references Glossary/Recommended Reading in our LMS.

Yes, there are group activities after each lesson where you can interact with other online students.

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