Integrated Service Management™ Overview

The interconnectivity of several new and long standing methodologies and best practices supporting IT Service Management (ITSM) is the key to driving real value for your internal business partners. But what are these practices and how do they work together to help IT deliver services better, faster and cheaper?

Description

This 1-day course shows how proven ITSM capabilities, Lean, Agile and DevOps practices can work together to enable digital transformation, accelerate IT processes, remove waste, lower cost and increase value to your customers.

You will learn the essential knowledge needed to adopt new practices and adapt service management processes to deliver business value throughout the organisation.

Learning Outcomes

This primer introduces topics necessary for understanding and integrating core service management processes, Lean Thinking, Agile project management and DevOps. Specifically, you will understand:

• The concept of Service vs. Technology Management
• The core service management processes required by every organisation
• Principles of System’s Thinking and Value Stream Orientation
• How Agile Service Management is the integration of Service Management, Lean, Agile and DevOps practices
• The core elements of Lean Thinking and process improvement
• Agile project management practices including SCRUM roles and processes
• The key principles of DevOps and how it improves collaboration, continuous delivery and automation
• How the integration of these practices enables process acceleration, reduction of risk and lower costs to increase business value
• How Agile Service Management can revitalise your service management initiatives

Target Audience

This primer is designed for anyone specialising, managing and working in an IT organisation.

Prerequisites

There are no prerequisites for this workshop.

Exam, Certification & Awards

There is no exam associated with this workshop.

Course Material

Material for this course will be provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs.