IT Service Management General Practices

In this course, you will learn what operating models are and how you can create IT services value streams based on Lean and Kanban while studying ITSM general practices. This course is the next step for those who already understand ITSM fundamentals.
Course info
Level
Intermediate
Updated
Aug 3, 2020
Duration
1h 22m
Table of contents
Description
Course info
Level
Intermediate
Updated
Aug 3, 2020
Duration
1h 22m
Description

Would you like to take the next step as someone who already understands ITSM fundamentals?

In this course, IT Service Management General Practices, you will learn how to create IT services value streams based on Lean and Kanban, as well as a contemporary operating model for ITSM. First, you will revisit essential concepts covered in previous courses of the ITSM Foundations learning path.

Next, you will study operating models based on ITIL®4 and VeriSM frameworks, where you will work on a value stream together - ultimately resulting the the ability to create your own streams.

Finally, you will gain an understanding on how today's ITSM open architecture allows any practice from any source to be incorporated with minor adjustments and standardization.

When you are finished with this course, you will have the skills and knowledge to finally create a value stream from start to finish, consolidating your foundational skills on ITSM.

Course FAQ
Course FAQ
How are ITSM general practices different from specific practices?

General practices refers to high-level operating models and how to create value streams while specific practices involve incident management, asset management, and more.

Who is this course for?

This course is next in the IT Governance Foundation Path, for those who already understand ITSM fundamentals.

What will I learn in this course?

This course recaps ITSM Essential Concepts like such as what an IT service is, the definition of warranty, utility, value, risk, and outcomes, and then you'll learn how to build operating models and value streams.

What prerequisites do I need?

We suggest first taking our IT Governance and Management: First Steps Course and our ITSM Foundations Course. After those, this course will finally enable you to take theory into practice.

About the author
About the author

Certified as a PMP, ITIL Expert, Scrum Master, Product Owner, Scrum Trainer and instructor accredited by Axelos.

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Section Introduction Transcripts
Section Introduction Transcripts

Course Overview
Hi, everyone. My name is Frederico Aranha, but please call me Fred. Welcome to my course, IT Service Management General Practices. I am an independent project management and governance consultant. This course's main objective is to teach you what is today's ITSM operating model, offering you examples and the tools so you can actually create your own operating models and therefore value streams based on it. The very notion of what an operating model and what value streams are will become clear to you throughout the present course. Some of the major topics that we will cover include recalling ITSM essential concepts, such as what an IT service is, the definition of warranty, utility, value, risk, outcomes, IT service management, and others already covered in our Foundations course. Next, we will study the ITIL4 service value system and its core operating model for IT service management, the ITIL4 service value chain, which will offer a reference to what today's ITSM really looks like. And to consolidate the understanding of what modern ITSM is and how it is structured, our course will offer you an overview on the VeriSM framework, which in many ways inspired both ITIL4 service value system and service value chain. Together, we will create a value stream based on the lean and agile operating models of today's ITSM. Value streams represent how services offer value from demand up to activities, practices, processes, roles, and, of course, value itself. And last, you'll learn ITSM general practices and how you can embed them into the operating model your business employees. By the end of the course, you'll have a complete understanding of what operating models and value streams are. From here, continue your learning by taking your next course in this learning path, ITSM Specific Practices. I hope you will join me on this journey and learn with me ITSM general practices here, at Pluralsight.