SM ITIL®4 Strategist – Direct, Plan and Improve (DPI)

Course Code: ITL43DPI



3 Day(s)

Course Type

Public or Private

Max Delegates


Delivery Style


Learn to create and manage a 'learning organisation' through the application of continual improvement, ensuring business delivery through agile service delivery.

Direct, Plan and Improve is the one and only ITIL4 Strategist course. It focuses on the higher level management capabilities that an agile service delivery organisation requires in order to align and remain aligned with business need and an ever-increasing pace of change to deliver services to. 

Ensuring that a strategic, business-focused approach to service management is taken is key to the business co-creating value and maintain competitive advantage. With IT services embedded so deeply in digitally transformed organisations, this has never been more important.

Book Your Course

Start Date













WR1 - Worcester, WR1 3EE







Course confirmed - Guaranteed to run
Course Full/Limited availability
Price shown excluding VAT.

Book a Private Event

If you require the content of this event tailored or have around 7 or more people to train it maybe better for you to host a Private Event, please get in touch to discuss this.

Get in touch


Who is this course for

Delegates that are engaged in the management and improvement of services within their organisation. Any delegate with an interest in assuring continual improvement of services.

Purpose of the course

To provide delegates with the skills and capabilities associated with building learning organisations, encouraging business aligned and agile thinking in service delivery and to improve services to align and remain aligned with the need for co-creation of value.

You will learn how to

  • Create appropriate service strategy.

  • Develop communication and organisational change management understanding.

  • Establish and utilise continual improvement in the organisation.

  • Understand the role and nature of Governance, Risk and Compliance (GRC) in service management.


Delegates must have obtained a PASS in the ITIL4 Foundation certificate prior to attending this course. Prior experience in an IT service delivery organisation may be advantageous but is not a requirement.

Benefits for you as an individual

Increase your understanding of a range of service management areas including strategy creation, service improvement, organisational change, risk and governance as a driver for enhancing value.

Benefits for your organisation

Staff with a greater understanding of what is needed to assure and improve services based on governance, risk, compliance and business drivers. Skills focused on appropriate control and management of service to assure value co-creation.

Key Concepts related to Direct, Plan and Improve including:

  • Direct, Plan and Improve defined.
  • Operating Models and Methods.
  • Risks.
  • Scope of Control.
  • Strategy and Tactics.
  • Governance and Management.
  • Outcomes, Value, Costs and Risks and there role in shaping services
  • Set Appropriate scope, understanding the goals and requirements.
  • Defining appropriate policies and controls, ensuring sufficiency but over over-engineering.
  • Establishing correct levels of authority.
  • Understand the role of Governance, Risk and Compliance (GRC) in relation to Direct, Plan and Improve.

Use of the Continual Improvement (CI) Approach, associated with:

  • Assessment consideration.
  • Prioritising Improvements.
  • Creating business cases to support action.
  • Carry out reviews and create a CI culture.

Recognise and deploy Organisational Change Management, including:

  • Identifying and managing stakeholders.
  • Manage communication and encourage feedback.
  • Define metrics and indicators to support services.
  • Understand how practices differ from value streams in the Direct, Plan and Improve context.

Additional Exam Information

  • PeopleCert Exam: ITIL4 Strategist - Direct, Plan and Improve

  • 90 Minutes, 40 questions, Objective Test Questions [multiple choice, 1 correct answer]

  • Pass mark: 28/40 or 70%

If you are attending a Face to Face course your exam will be a paper-based exam during your course.

If you are attending a Virtual course you’ll be issued an exam voucher to take the exam at a time of your choosing. Please see PeopleCert’s website for the security requirements for the web based exam driver.

This course is eligible for the PeopleCert Take2 scheme, please discuss at point of booking if this is of interest to you.

Please note - it is compulsory to purchase the exam, although discretionary whether you take it.


Pre-course reading based on the ITIL4 Strategist - Direct, Plan and Improve publication.

Please note, there may be a small amount of evening work to complete such as further reading or working though sample exam papers.
I found the course very interesting and discovered some things about myself I hadn't thought of before.
- Peter Norman, FirstPort
Informative and good enthusiastic tutor who kept aligning the day and mission with ITSM principles.
- Darren Hadley, National Grid Transco
Adam was so knowledgeable and spoke in ways that were understandable for non IT people (me) could understand he was a breath if fresh air during my period on furlough…
- Faye Mahoney, Tarmac
Adam's training was spot on - he kept checking in on us when we were flagging due to the intensity of the content, and made the content so accessible compared…
- Richard James Thomas, University Of Birmingham
Adam was a great tutor for the 3 days, he was enthusiastic, informative and I could tell he had a very in-depth knowledge about the subject.
- Will Steward

Get Started

Forget trawling through endless course catalogues – Find the training that’s right for you

Learn More

Latest from our blog

Kanban and Agile: Bridging the Gap

Kanban and Agile: Bridging the Gap Quanta’s Kanban University Certified Trainer Steve Church explores the way in which Agile and…
Read More

How a Ballerina could move into Cybersecurity

Jason Ford, Quanta Cybersecurity and IT Trainer talks about the limitations in Cybersecurity Training courses. Jason discusses a safe and…
Read More

Boost Team Performance and Productivity: Unlocking the Advantages of Emotionally Intelligent Leadership

Quanta People Development and Leadership Trainer, Giles Collins outlines the key elements of Emotionally Intelligent Leadership and how it impacts…
Read More