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
When you’re finished with this course, you’ll have the skills and knowledge to start working in ITSM management positions in the market.
What will I learn in this IT services course?
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.
What is ITSM software?
IT Service Management (ITSM) refers to all the activities involved in designing, creating, delivering, supporting and managing the lifecycle of IT services.
What are some popular IT services?
Some popular IT services are network setup/security, on demand IT, cloud computing, database management, data storage, computer repair, and IT management.
What are value streams?
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.
Course Overview Hi, everyone. My name is Frederico Aranha, but please call me Fred. Welcome to my course, Delivering IT Services. I am an independent project management and governance consultant. A service is a way of creating value. In today's world, IT service delivery must be agile and customer‑centric. But what does that mean? It means that the starting point for both contemporary IT service management and IT governance is the customer experience. The present course is the first in the IT Governance Implementation learning path. I will feature the foundations of ITSM from an IT governance perspective. You can implement IT governance with the same tools you manage services, and that's what I'm going to teach you. This course's main objective is to open your mind to the fact that IT service management and IT governance can be managed and implemented based on the same toolset, and you can understand this toolset as Lean Agile information and technology management. Some of the major topics that we will cover include a review on ITSM essential definitions from a governance standpoint, a presentation on Lean Kanban and the ITIL 4 service value system, an introduction to the customer experience and customer journey concepts, a case scenario that will help you correlating IT governance and IT service management based on Lean Agile IT management. I'll also teach you a simplified version of the Situational Leadership Model from Hersey and Blanchard. And at last, I'll offer you a simple customer journey map and correlate it to overall IT service management practices. By the end of the course, you'll have a complete understanding of Lean Agile IT management and how it correlates to governance. From here, continue your learning by taking the next course in the IT Governance Implementation learning path, IT Service Quality Management, where I'll teach you how to implement and improve controls and procedures based on different approaches. I hope you'll join me on this journey and learn with me the foundations of IT governance implementation based on Lean Agile IT management, here at Pluralsight.