This 3-day course covers the core service management concepts and practices beyond the foundational level, that will equip organisations and individuals with better understanding and application of the concepts to establish a learning and improving IT organization. The principles, methods and techniques that can be universally used to direct, plan and improve are explored and explained in this course.

• 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