IT Service Management Specific Practices

Learn operational service management practices such as incident management, problem management, IT asset management, and many others. Take this course and get ready to start working with ITSM and become an agent of change in the digital age.
Course info
Level
Intermediate
Updated
Aug 3, 2020
Duration
1h 15m
Table of contents
Description
Course info
Level
Intermediate
Updated
Aug 3, 2020
Duration
1h 15m
Description

Would you like to start working with ITSM, but don't know where to begin?

In this course, IT Service Management Specific Practices, you will learn operational concepts and practices related to IT Service Management. First, you will learn fundamental operational concepts regarding ITSM such as incident, problem, known error, and IT asset.

Next, you will study monitoring and managing events, release management, service configuration management, deployment management, and change control. Finally, you will learn how to apply key ITSM practices such as:

  • incident management
  • problem management
  • service desk
  • service level management
  • continual improvement
  • and service request management
When you are finished with this course, you will have the skills and knowledge to start working in any IT operation.
Course FAQ
Course FAQ
How are ITSM Specific Practices different from General 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 for anyone wanting to start working in any service provider as a valuable IT Service Management team member.

What will I learn in this course?

This course will teach you ITSM fundamentals like how to monitor and manage events, deploy and release management, service configuration management, and more.

What prerequisites do I need?

Before taking this course, you should already know how contemporary ITSM operating models are structured. We recommend first taking the IT Service Management General Practices Course.

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 Specific Practices. I am an independent project and governance consultant. In ITSM Specific Practices, our focus will be on studying operational practices such as incident and problem management, just to name a few. Value is mostly perceived when customers and users needs support or to request a service. That's why the service task and all related practices are fundamental for the success of any operation. This course's main objective is to teach the basic skills regarding essential operational ITSM practices so you can start working in any service provider as a valuable team member. At the same time, this course is, at last, about an ITSM in our ITSM and Governance Foundations learning path. Some of the major topics that we will cover include recalling ITSM essential concepts such as what an IT asset is and what events are in relation to ITSM, the definition of incident, problem, and known error. Next, we will study how to monitor and manage events, deploy and release management, service configuration management, and the types of changes in ITSM and how to control them. At last, I will teach you how to apply key ITSM practices, being them the service desk, service‑level management, continual improvement, incident management, problem management, and service request management. By the end of the course, you'll have a complete understanding of the foundations of IT service management. From here, continue your learning by taking our next course in this learning path, IT Governance Foundations. I hope you will join me on this journey and learn with me ITSM Specific Practices here, at Pluralsight.