About On-Demand Learning

TechSherpas 365’s On-Demand courses provide you with access to official courseware materials and hands-on labs, empowering you to learn at your own pace. On-Demand allows you to design your training around your schedule, budget, and individual learning needs.

On-Demand Learning is a perfect solution for students who are unable to attend traditional instructor-led training due to schedule constraints. You receive the same materials and labs as an instructor-led course, with the added convenience of flexible scheduling and a lower price tag.

This On-Demand Course Includes:

  • Official Courseware License
  • Hands-on Exercises/Labs
  • Certification Package:
    • Practice exam
    • official certification exam

Course Overview

The Direct, Plan and Improve (DPI) Certification is part of the ITIL 4 Managing Professional and Strategic Leader Track.  The course/certification was designed to provide candidates with the practical skills necessary to create an IT organizations centered on ‘Learning and improving’ from a practical and strategic direction.

In This Course You Will Learn:

  • Understand the scope of what is to be directed and/or planned
  • Know how to use key principles and methods of direction
  • Be able to plan using key principles and methods
  • Know how to define effective policies, controls and guidelines
  • Understand the role of risk and risk management in DPI
  • Identify how governance impacts DPI
  • Know how to ensure controls are sufficient and not excessive
  • Understand the nature, scope and potential benefits of organizational change management
  • Facilitate key principles and methods of communications and OCM
  • Identify and manage all types of stakeholders
  • Effectively communicate and influence others
  • Create effective feedback channels
  • Understand how Lean and Agile methods can be leveraged
  • How to successfully apply DPI Concepts in the real world
  • How to create a “learning and improving’ IT organization
  • Be prepared to pass the official ITIL 4 Direct, Plan and Improve Course


In order to take the DPI course and exam candidates must hold the ITIL 4 Foundation Certification.  Anyone who has taken the ITIL 4 Managing Professional Transition course may also take this class.


Module 00: Introduction to Direct, Plan & Improve

  • ITIL 4 Certification Overview
  • Direct, Plan & Improve Publications
  • Direct Plan & Improve Learning Outcomes

Module 01: Direct, Plan & Improve: Key Concepts

  • Key DPI Concepts
  • Key DPI Terms
  • How Value, Outcomes, Costs and Risks Relate to DPI
  • Measurement and Reporting

Module 02: Understanding ‘Scope’ and Applying Direct, Plan & Improve

  • Strategic Planning
  • Cascading Objectives
  • Policies, Controls and Guidelines
  • Decision Making Authority

Module 03: The Role of Governance, Risk and Compliance (GRC) and The Service Value System

  • The Role of Governance, Risk and Compliance
  • How to Integrate Governance, Risk and Compliance into the SVS
  • Risk Management in DPI
  • Governance and DPI

Module 04: Continual Improvement

  • Key Principles and Methods
  • Continual Improvement Model

Module 05: Continual Improvement: Assessment Methods

  • How to Identify Assessment Criteria
  • Data Collection
  • Selecting Assessment Methods
  • Assessment Methods and Outputs

Module 06: Continual Improvement: Where do we want to be?

  • Defining the Next Point
  • Priority and Scope
  • Outcomes
  • Take Action

Module 07: Continual Improvement: Keeping Up Momentum

  • Keeping People Engaged
  • Lessons Learned Analysis
  • Measurement and Reporting Practice

Module 08: Organizational Change Management (OCM) and Communication

  • Key Principles
  • OCM Purpose and Application
  • Key Terms, Principles and Scope

Module 09: Organizational Change Management: Practice Success Factors (PSFs)

  • Types of PCFs
  • Key Metrics
  • OCM and the SVC

Module 10: Organizational Change Management: Stakeholders

  • Identifying and Managing Stakeholders

Module 11: Organizational Change Management: Communication Principles

  • Types of Effective Communication
  • Communication Feedback Channels
  • Effective Interfaces

Module 12: Measurement and Reporting in Direct, Plan & Improve

  • Key Terms and Definitions
  • Reporting Good Practices
  • Types of Measurement

Module 13: Measure & Report: Planning and Evaluation Model

  • Purposed and Objectives of the Planning and Evaluation Model
  • Balanced Scorecard
  • Success Factors and KPIs

Module 14: Direct, Plan & Improve Value Streams and Practices

  • Differences Between Value Streams and Practices
  • Value Stream Mapping
  • Measuring the Four Dimensions
  • Workflow
  • Feedback

Module 15: Value Streams & Practices: Apply Guiding Principles to Direct, Plan & Improve

  • Applying the 7 Guiding Principles
  • Optimizing and Creating Workflows
  • Efficient Designs and Workflow Metrics
  • Theory of Constraints and Kanban
  • Institutionalizing Change

Module 16: Summary