ITIL 4 DPI case studies
ITIL 4 DPI · Put your knowledge to work in context.
ITIL 4 Specialist: Direct, Plan and Improve (commonly abbreviated DPI) is an advanced ITIL 4 certification from PeopleCert aimed at professionals who shape how digital products and services are steered, governed and continuously improved. It suits experienced practitioners - service and delivery managers, team leads, consultants, change and improvement specialists - who already understand ITIL 4 core concepts and now need the practical techniques for setting direction, building plans, and driving improvement across an organisation. The ITIL 4 DPI case studies are 5 cases and about 3,375 words.
1The CAB That Cannot Keep Up With Delivery
Northwind Payments runs its IT change process through a Change Advisory Board that meets every second Thursday. Last quarter the board reviewed 340 changes and rejected 11; average time from submission to decision is 16 days.
670 words, about 3 min2A Green Dashboard and Falling Satisfaction
Meridian Health's IT leadership reviews a 22-metric service desk dashboard every week. Over two quarters, average speed to answer fell from 90 to 35 seconds, first-contact resolution rose from 61% to 74%, and every metric on the dashboard shows green.
638 words, about 3 min3Twenty-Seven Steps to Onboard an Employee
An insurer wants to improve onboarding of new employees, from offer accepted to the person being fully productive. The stream crosses HR, IT provisioning, facilities, security and the line manager: 27 steps, 11 handoffs and 4 approval gates, with a median lead time of 14 working days of which roughly 3 hours is hands-on work.
664 words, about 3 min4A High Risk With No Owner and a Discount Expiring
A retail bank plans to migrate its customer master data platform to a cloud provider over nine months in six releases, covering four million records. The risk register contains one entry: 'migration risk - High', produced on a 3x3 matrix, with no owner and no treatment beyond 'monitor'.
687 words, about 3 min5A Continual Improvement Programme Nobody Uses
A logistics firm launched a continual improvement programme seven months ago: an ideas portal, three days of training for 25 'improvement champions', and a target of 500 ideas in year one. Today 210 ideas are logged, 6 implemented, 3 abandoned, and the rest untouched.
716 words, about 4 min