IT Service Management Foundations

Learn the foundations of contemporary IT service management and take your first steps into the digital age. Understand how today's ITSM is based on Lean and Agile rather than on processes or a rigid service lifecycle structure.
Course info
Level
Intermediate
Updated
Aug 3, 2020
Duration
1h 28m
Table of contents
Description
Course info
Level
Intermediate
Updated
Aug 3, 2020
Duration
1h 28m
Description

There is a lot to learn about the foundations of contemporary IT service management. In this course, IT Service Management Foundations, you will start working with ITSM based on an agile mindset, laying the foundation for advanced ITSM approaches for the digital age. First, you will explore essential concepts relating to IT Services, such as what an IT Service is, and the definition of IT Service Management. Next, you will discover how contemporary approaches to ITSM were influenced by Lean - the production system developed by Toyota. Finally, you will understand how the Agile Manifesto became the source for guiding principles to any IT operation. When you are finished with this course, you will have the skills and knowledge to start creating value streams and to progress in the ITSM Foundations learning path.

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 Foundations. I am an independent project management and governance consultant. IT service management changed completely over the past 10 years. Lean and Agile became dominant, and traditional approaches are being left behind. Up to 2011, major frameworks would be based on a structured approach where a net of interconnected processes would be adopted without much true adaptation, but modern ITSM is about enabling digital transformation. This course's main objective is to allow you to become an agent of change, a professional that is able to work in any digital business, any IT operation, that understands the mindset and the techniques employed in contemporary IT service management. Some of the major topics that we will cover include IT service management essential definitions such as what an IT service is, what's service management, what's value and the definition of costs, utility, warranty, outcomes, outputs, and more. Next, you will discover the backbone of today's IT service management, Lean. We'll study together what Lean is, its story, some of its tools, and its general principles. But if Lean provides the toolset for modern ITSM, it is agile that offers the mindset. Inspired in the latest edition of the world's leading ITSM frameworks and based on the Agile Manifesto, I'll teach you guiding principles to help you understand how today's leaders think when it comes to IT operations. We will also cover basic notions on digital transformation, and I will use a fictional business to help you take theory into practice. By the end of the course, you'll have a complete understanding of what IT services are and the foundations of today's IT service management, its core concepts, and its guiding principles based on Agile. From here, continue your learning by taking our next course in this learning path, ITSM General Practices. I hope you'll join me on this journey and learn with me the foundations of contemporary IT service management here, at Pluralsight.