AXELOS - ITIL 4 Direct, Plan, Improve [2020, PDF, ENG]

1 Introduction
1.1 Why direction, planning, and improvement matter
1.2 Direction
1.3 Planning
1.4 Improvement
1.5 The role of measurement and reporting
1.6 Direction, planning, and improvement of the ITIL SVS
1.7 Applying the guiding principles
1.8 Value, outcomes, costs, and risks in direct, plan, and improve
1.9 Direction, planning, and improvement for everyone
2 Strategy and direction
2.1 Strategy management
2.2 Defining the structures and methods used to direct behaviours and make decisions
2.3 The role of risk management in direction, planning, and improvement
2.4 Portfolio management: a key decision-making practice
2.5 Direction via governance, risk, and compliance
2.6 Summary
3 Assessment and planning
3.1 Basics of assessment
3.2 Basics of planning
3.3 Introduction to value stream mapping
3.4 Summary
4 Measurement and reporting
4.1 Basics of measurement and reporting
4.2 Types of measurements
4.3 Measurement and the four dimensions
4.4 Measurement of products and services
4.5 Summary
5 Continual improvement
5.1 Creating a continual improvement culture
5.2 Continual improvement of the service value chain and practices
5.3 Continual improvement in organizations
5.4 The continual improvement model
5.5 Using measurement and reporting in continual improvement
5.6 Summary
6 Communication and organizational change management
6.1 Basics of effective communication
6.2 Identifying and communicating with stakeholders
6.3 Basics of OCM
6.4 Summary
7 Developing a service value system
7.1 Adopting the guiding principles
7.2 Centre of excellence for service management
7.3 The four dimensions of service management in the SVS
7.4 Summary
8 Bringing it together
8.1 Modern leadership
8.2 Using the guiding principles for direction, planning, and improvement
8.3 Summary
9 Conclusion