Expanded

IT Service Quality Management

To manage quality is to assure conformance to requirements based on customer needs. Learn how to become a quality management specialist and become a valuable ITSM professional in this course.
Course info
Level
Intermediate
Updated
Apr 27, 2021
Duration
1h 29m
Table of contents
Description
Course info
Level
Intermediate
Updated
Apr 27, 2021
Duration
1h 29m
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Description

It's key to apply quality management concepts into IT services. In this course, IT Service Quality Management, you’ll learn how to continually improve IT services in any industry. First, you’ll explore overall quality management concepts. Next, you’ll discover strategical planning. Finally, you’ll learn how to apply quality management into projects, services, and IT governance. When you’re finished with this course, you’ll have the skills and knowledge needed to work on quality improvement projects.

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 Quality Management. I am an independent project management and governance consultant. We live in a world where everything is becoming a service. Most of us don't even own cars anymore. We use apps like Uber to get to where we need to go. We can't afford to manage projects based on traditional approaches anymore because things are changing so fast that old management structures just can't handle it. IT service management is becoming dominant, but to make sure it can handle the load we need to improve our practices, processes, and approaches constantly. This course's main objective is to enable you to start working with a single integrated approach to IT service management and IT governance, sustained by two pillars: quality management and value streams. Our quality management approach is going to be focused on continuous improvement based on practices and procedures implementation. Some of the major topics that we will cover include: IT governance structure and key concepts, the ITSM continual improvement model, IT quality management gurus and the PDCA model, an overview of the COBIT implementation methodology and the DMAIC methodology, how you can use value streams to implement and improve practices, how can manage quality in an agile project based on Scrum roles and events, and an overview on IT governance improvement projects based on value streams and quality management. By the end of the course, you'll have a complete understanding of how IT governance can be delivered through value streams as a service and how you can manage quality based on it. From here, continue your learning by taking our next course in this learning path, Defining Objectives for IT Governance and Management, which will offer you insights on how to structure your own practices for ITSM, IT governance, and even project management. I hope you will join me on this journey and learn with me IT Service Quality Management, here at Pluralsight.