1. Recap of ITIL Foundation

2. Introduction

• Organizations, people, and culture
• Why direction, planning, and improvement matter
• Direction
• Planning
• Improvement
• The role of measurement and reporting
• Direction, planning, and improvement of the ITIL SVS
• Applying the guiding principles
• Value, outcomes, costs, and risks in direct, plan, and improve
• Direction, planning, and improvement for everyone

3. Strategy and Direction

• Strategy management
• Defining the structures and methods used to direct behaviours and make decisions
• The role of risk management in direction, planning, and improvement
• Portfolio management: a key decision-making practice
• Direction via governance, risk, and compliance

4. Assessment and Planning

• Basics of assessment
• Basics of planning
• Introduction to value stream mapping

5. Measurement and Reporting

• Basics of measurement and reporting
• Types of measurements
• Measurement and the four dimensions
• Measurement of products and services

6. Continual Improvement

• Creating a continual improvement culture
• Continual improvement of the service value chain and practices
• Continual improvement in organizations
• The continual improvement model
• Using measurement and reporting in continual improvement

7. Communication and Organisational Change Management

• Basics of effective communication
• Identifying and communicating with stakeholders
• Basics of OCM

8. Developing a Service Value System

• Adopting the guiding principles
• Centre of excellence for service management
• The four dimensions of service management in the SVS

9. Bringing It Together

• Modern leadership
• Using the guiding principles for direction, planning, and improvement

10) Exam Preparation

• Exam techniques
• Sample Exam(s)