Delivering IT Services
Adapt to this brave new digital world with this course, Delivering IT Services. You'll learn how to build value streams and manage resources in order to deliver IT services based on lean-agile ITSM.
What you'll learn
When delivering IT services it's beneficial to have a lean-agile mindset, and deliver based on value streams.
In this course, Delivering IT Services, you’ll delve into essential ITSM concepts such as operating models and what value streams are:
- explore the purpose of ITSM and its objectives, along with what Agile and Lean are
- discover how to create a value stream and how multiple value streams can relate to each other in order to enable service delivery
- learn about contemporary IT service lifecycle concepts
Table of contents
Course FAQ
In this course you will learn about Lean Kanban, a review of ITSM essential definitons, an introduction to customer experience, a case scenario, the situational leadership model, and a sample customer journal map.
IT Service Management (ITSM) refers to all the activities involved in designing, creating, delivering, supporting and managing the lifecycle of IT services.
Some popular IT services are network setup/security, on demand IT, cloud computing, database management, data storage, computer repair, and IT management.
A value stream is the set of actions that take place to add value to a customer from the initial request through realization of value by the customer.
About the author
Frederico had extensive experience in professional education, consulting, program management, innovation projects and new businesses development. He is certified as a PMP, ITIL Expert, Scrum Master, Product Owner, Scrum Trainer and instructor accredited by Axelos/PEOPLECERT. Frederico's specialties are: management training, online education, project management, new businesses development, risk management, systems development, Lean Startup, BMG, quality management, IT services and strateg... more