Understand the following key terms:

• • Direction
• • Planning
• • Improvement
• • Operating Model
• • Methods
• • Risks
• • Scope of control

Understand the differences between the following key concepts:

• • Vision and Mission
• • Strategy, Tactics and Operations
• • Governance, compliance and management
• • Policies, Controls and Guidelines

Understand the concepts of Value, Outcomes, Costs & Risks and their relationships to direction, planning & improvement

Identify the scope of control and within this:

• • Know how to cascade goals and requirements.
• • Know how to define effective policies, controls and guidelines.
• • Know how to place decision-making authority at the correct level.
• • Know how to ensure that controls are sufficient, but not excessive.
• • Know how to use the ITIL® continual improvement model to improve the service value system or any part of the SVS.
• • Know how to identify assessment objectives, outputs, requirements and criteria.
• • Know how to select an appropriate assessment method for a particular situation.
• • Know how to define and prioritize desired outcomes of an improvement.
• • Know how to build, justify and advocate for a business case.
• • Know how to conduct improvement reviews and analysis of lessons learned.
• • Know how to embed continual improvement at all levels of the SVS.
• • Understand the nature, scope and potential benefits of organizational change management.
• • Know how to use the key principles and methods of Communication & OCM.
• • Identify and manage different types of stakeholders.
• • Effectively communicate with and influence others.
• • Establish effective feedback channels.
• • Know how to establish effective interfaces across the value chain.
• • Know how to define indicators and metrics to support objectives.
• • Understand the differences between value streams and practices and how those differences impact direction, planning and improvement.
• • Know how to select and use the appropriate methods and techniques to direct, plan and improve value streams and practices.
• • Addressing the 4 dimensions.
• • Applying the guiding principles.
• • Value stream mapping.
• • Optimization of workflow.
• • Elimination of waste.
• • Ensuring & utilizing feedback.