ITIL® 4 Strategist: Direct, Plan and Improve (DPI)

Self-motivated business team analyzing sales using modern technologies


The ITIL 4 Strategist: Direct, Plan and Improve (DPI) course is designed to provide IT practitioners with an understanding of service quality and improvement methods. It provides the necessary skills for continuously planning, assessing and delivering continual improvement in line with strategic direction, with necessary agility. It is aimed at managers and strategic leaders.

Participants will acquire relevant knowledge to pass the ITIL 4 DPI certification exam.

The ITIL 4 DPI module is common to both ITIL 4 streams: Managing Professional and Strategic Leader.

At Glass Rock Solutions, we devise and deliver training solutions to corporate, government agencies, public sectors, multinational organisations and private individuals. We offer both in-house and online training.

Key Topics

  • Core Concepts of DPI
  • DPI through Service Value Chain and Guiding Principles
  • Role of Direction in Strategy Management
  • Implementation of Strategies
  • Introduction to Assessment and Planning
  • Assessment and Planning through Value Stream Maps (VSM)
  • Measurement, Reporting, and Continual Improvement
  • Measurements and Continual Improvement through Dimensions and SVSOCM Principles and Methods
  • Communication Principles and Methods SVS
  • Development using Four Dimensions



The course includes the assessment, the ITIL 4 Strategist: Direct, Plan and Improve (DPI) exam at the end of day three of the course. It is a 90-minute closed book exam consisting of 40 multiple choice questions and a pass mark of 70% (28/40) is required.

Learning Outcomes

  • The key concepts of Direct, Plan and Improve
  • 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
  • The role of Governance, Risk and Compliance (GRC) and know how to integrate the principles and methods into the service value system
  • How to use the key principles and methods of continual improvement for all types of improvements
  • How to use the key principles and methods of Organisational Change Management to direction, planning and improvement
  • How to use the key principles and methods of measurement and reporting in directing, planning and improvement
  • How to direct, plan and improve value streams and practices
  • How to manage risks in an effective way during direction, planning, and improvement
  • How to manage portfolios and make effective decisions
  • How to develop an effective business case
  • How to direct strategies and actions through Governance, Risk, and Compliance (GRC)
  • How to develop meaningful, detailed value stream maps (VSM)
  • Continual improvement of the service value chain and practices

Book now

Please fill out the form below and someone from our team will be in touch within the next 48 hours to get your training started.


    “Great Course, very practical strategies and take-aways. Instructor was very knowledgeable, able to provide spot-on examples.”

    Melroy, NAB



    Simone Heaperman - Landcom Program Manager

    When Simone Heaperman, the program manager, picked up the phone to speak with Preetie Shehkkar at Glass Rock Solutions, she had much to address and set right.


    Jane Hodgen - Tata Consultancy Services

    Tata Consultancy Services, a global technology leader with 450,000 employees worldwide, expect the best from anyone who works for them.


    Stuart Freer - University of New South Wales

    When Stuart Freer came to Australia, he was recruited as the Director, IT Service Delivery and Infrastructure, at the University of New South Wales.


      Glass Rock Consulting

      Melbourne Office
      Level 23, Collins Square Tower 5
      727 Collins Street,
      Melbourne Victoria 3008
      Sydney Office
      Australia Square, Level 33
      264 George Street,
      Sydney NSW 2000

      We acknowledge the First Australians as the traditional custodians of this continent. We pay our respect to the elders of the community, past, present and future.