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Integrated Service Management Essentials

  • CMDBID 73532
  • Course Code 
  • Duration 2 Days
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ITSM Course

course overview

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Overview

Quote from a Raving Fan:

“The Integrated Service Management Essentials was excellent. It helped me in understanding how I can incorporate ITIL, Agile, Lean, DevOps into my group. The materials, videos and classroom discussions really helped me to understand the material and made the class fun.”

COURSE OVERVIEW

No other course provider gives you an 'integrated' view of IT service management (ITSM) – a must have in today's turbulent business environment. This includes a unique 'Full Stack' view of DevOps, which is a necessity to successfully enable improved quality, higher speed, and a reduction in costs.

IT organizations are constantly challenged to improve the way services are delivered in respect to quality, speed, and cost. In response to these ongoing pressures, organizations have long turned to ITSM frameworks such as ITIL to improve the quality and value of their service delivery capabilities.

In addition to ITIL, recent trends and market pressures have introduced new models, methods, and concepts designed to further accelerate traditional IT management practices such as project management, software development, and service delivery. However, many organizations find that these practices are leveraged in isolation by different teams. This leads to competition for resources – creating conflict and distracting management's focus, rather than collaborating and gaining the benefit of integration.

The Integrated Service Management Essentials certification course adds to your knowledge of proven ITSM capabilities and demonstrates how the practices of Lean, Agile, and DevOps work together with ITIL processes to enable successful outcomes, remove waste, lower costs, and increase business value.

The course promotes the view that an 'integrated' approach to managing these practices is needed (and explains exactly how), and that it is not a matter of “which one do we choose?”

Audience

WHO SHOULD ATTEND?

This class is designed for anyone working in an IT organization with a role in service management, operations, project management, software development, management, and leadership.

Skills Gained

LEARNING OUTCOMES

By the end of this certification course, you will be able to articulate:

  • The concept of integrated service management in relation to business goals
  • The scope, benefits and key touch points of integrated service management in respect to how ITIL, Lean, Agile, DevOps and organizational change management practices collectively revitalize your service management initiative, enable process acceleration, reduce risk, lower costs and deliver customer value
  • The differences in perspective and focus of a technology versus a service outcome-focused organization
  • The core service management lifecycle stages and processes as defined by ITIL and how they are enabled or modified by other models such as Agile and DevOps
  • The core elements of Lean thinking, value stream mapping and process improvement
  • Agile project management practices, including Scrum roles and processes
  • How the principles and automated practices of continuous delivery, integration and deployment improve speed to value and reduce risk
  • The key principles of 'DevOps – The Full Stack' in respect to improved collaboration, continuous delivery and automation
  • How organizational change management practices can be applied to achieve success with major cultural transformations

Prerequisites

PREREQUISITES

There are no mandatory prerequisites. Work experience in IT services is recommended.

Outline

LEARNING OUTCOMES

By the end of this certification course, you will be able to articulate:

  • The concept of integrated service management in relation to business goals
  • The scope, benefits and key touch points of integrated service management in respect to how ITIL, Lean, Agile, DevOps and organizational change management practices collectively revitalize your service management initiative, enable process acceleration, reduce risk, lower costs and deliver customer value
  • The differences in perspective and focus of a technology versus a service outcome-focused organization
  • The core service management lifecycle stages and processes as defined by ITIL and how they are enabled or modified by other models such as Agile and DevOps
  • The core elements of Lean thinking, value stream mapping and process improvement
  • Agile project management practices, including Scrum roles and processes
  • How the principles and automated practices of continuous delivery, integration and deployment improve speed to value and reduce risk
  • The key principles of 'DevOps – The Full Stack' in respect to improved collaboration, continuous delivery and automation
  • How organizational change management practices can be applied to achieve success with major cultural transformations

Certification

EXAM & CERTIFICATION

This course prepares participants for the examination leading to the Integrated Service Management Essentials certificate, granted by Professional Designations:

  • Exam is 1 hour; multiple-choice; closed book
  • You will receive an exam voucher for the web-based exam, to be scheduled after the course
  • 12 PDUs are awarded

Talk to an expert

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. Its a cost effective option. One on one training can be delivered too, at reasonable rates.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

All $ prices are in USD unless it’s a NZ or AU date

SPVC = Self Paced Virtual Class

LVC = Live Virtual Class

Please Note: All courses are availaible as Live Virtual Classes

Trusted by over 1/2 million students in 15 countries

Our clients have included prestigious national organisations such as Oxford University Press, multi-national private corporations such as JP Morgan and HSBC, as well as public sector institutions such as the Department of Defence and the Department of Health.