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Frederico Aranha
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.
There is a lot to learn about the foundations of contemporary IT service management.
In this course,
, you will start working with ITSM based on an agile mindset, laying the foundation for advanced ITSM approaches for the digital age.
, you will explore essential concepts relating to IT Services, such as what an IT Service is, and the definition of IT Service Management.
Read more
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.
There is a lot to learn about the foundations of contemporary IT service management.
In this course,
, you will start working with ITSM based on an agile mindset, laying the foundation for advanced ITSM approaches for the digital age.
, you will explore essential concepts relating to IT Services, such as what an IT Service is, and the definition of IT Service Management.
Read more
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.
There is a lot to learn about the foundations of contemporary IT service management.
In this course,
, you will start working with ITSM based on an agile mindset, laying the foundation for advanced ITSM approaches for the digital age.
, you will explore essential concepts relating to IT Services, such as what an IT Service is, and the definition of IT Service Management.
, you will discover how contemporary approaches to ITSM were influenced by Lean - the production system developed by Toyota.
, 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.
Register for this course and see more details by visiting:
OpenCourser.com/course/m5437v/it
What's inside
Syllabus
Course Overview
Understanding IT Service Management Key Concepts
Describing Lean IT and Kanban in IT Service Managements
Understanding Agile Service Management
Read more
Syllabus
Course Overview
Understanding IT Service Management Key Concepts
Describing Lean IT and Kanban in IT Service Managements
Understanding Agile Service Management
Read more
Describing Key Concepts on Value Delivery
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Teaches foundations of contemporary IT service management in the context of digital age transformations
Designed for beginners seeking to build a solid foundation in ITSM
Taught by Frederico Aranha, a recognized expert in this field
Covers essential concepts such as IT services, service management, and value delivery
Utilizes an agile mindset and Lean principles, aligning with industry best practices
Builds a strong foundation for advanced ITSM approaches, enabling learners to progress in their knowledge
Save this course
Save IT Service Management Foundations to your list so you can find it easily later:
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Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in IT Service Management Foundations with these
activities:
Review Lean Principles
Show steps
Start your journey in contemporary ITSM by reinforcing your understanding of foundational Lean principles.
Browse courses on
Lean Management
Show steps
-
Read an introductory article on Lean management.
-
Watch a video on the history and evolution of Lean.
-
Complete a short online course on Lean principles.
Organize and Review Course Materials
Show steps
Enhance your retention and understanding by organizing and reviewing the course materials regularly.
Show steps
-
Create a dedicated folder or notebook for the course.
-
Organize and categorize the materials by topic or section.
-
Review the materials regularly, focusing on key concepts and ideas.
Explore Agile Frameworks
Show steps
Expand your knowledge of contemporary ITSM by exploring popular Agile frameworks and their applications.
Show steps
-
Research and identify the different Agile frameworks available.
-
Follow online tutorials or workshops on the fundamentals of these frameworks.
-
Identify the key principles and practices of each framework.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Participate in Online Q&A Forums
Show steps
Reinforce your knowledge and extend your learning by actively participating in Q&A forums related to ITSM.
Show steps
-
Identify relevant Q&A forums or online communities.
-
Answer questions and share your insights.
-
Engage in discussions and learn from others.
Apply Lean Concepts to an IT Scenario
Show steps
Take your understanding of Lean to the next level by applying it to a real-world IT scenario.
Show steps
-
Identify an IT process or service that can be improved using Lean principles.
-
Map out the current process and identify areas for waste and inefficiency.
-
Develop and implement a Lean solution to improve the process or service.
Attend an ITSM Workshop
Show steps
Supplement your online learning with hands-on experience by attending a dedicated ITSM workshop.
Show steps
-
Research and identify relevant ITSM workshops in your area or online.
-
Register and attend the workshop.
-
Actively participate in discussions and exercises.
Develop an Agile Service Delivery Plan
Show steps
Apply your Agile knowledge by creating a comprehensive service delivery plan that incorporates Lean principles.
Show steps
-
Define the scope and objectives of the IT service.
-
Identify the stakeholders and their needs.
-
Develop a detailed plan outlining the Agile methodologies and techniques to be used.
-
Present the plan to stakeholders and incorporate their feedback.
Read The Toyota Way
Show steps
Gain insights from one of the most influential books on Lean management to deepen your understanding and application of its principles in ITSM.
View
Engaging the Team at Zingerman's Mail Order
on Amazon
Show steps
-
Read and summarize the key principles and concepts outlined in the book.
-
Identify ways to apply these principles to your own work in ITSM.
Review Lean Principles
Show steps
Start your journey in contemporary ITSM by reinforcing your understanding of foundational Lean principles.
Browse courses on
Lean Management
Show steps
Show steps
Show steps
- Read an introductory article on Lean management.
- Watch a video on the history and evolution of Lean.
- Complete a short online course on Lean principles.
Organize and Review Course Materials
Show steps
Enhance your retention and understanding by organizing and reviewing the course materials regularly.
Show steps
Show steps
Show steps
- Create a dedicated folder or notebook for the course.
- Organize and categorize the materials by topic or section.
- Review the materials regularly, focusing on key concepts and ideas.
Explore Agile Frameworks
Show steps
Expand your knowledge of contemporary ITSM by exploring popular Agile frameworks and their applications.
Show steps
Show steps
Show steps
- Research and identify the different Agile frameworks available.
- Follow online tutorials or workshops on the fundamentals of these frameworks.
- Identify the key principles and practices of each framework.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Participate in Online Q&A Forums
Show steps
Reinforce your knowledge and extend your learning by actively participating in Q&A forums related to ITSM.
Show steps
Show steps
Show steps
- Identify relevant Q&A forums or online communities.
- Answer questions and share your insights.
- Engage in discussions and learn from others.
Apply Lean Concepts to an IT Scenario
Show steps
Take your understanding of Lean to the next level by applying it to a real-world IT scenario.
Show steps
Show steps
Show steps
- Identify an IT process or service that can be improved using Lean principles.
- Map out the current process and identify areas for waste and inefficiency.
- Develop and implement a Lean solution to improve the process or service.
Attend an ITSM Workshop
Show steps
Supplement your online learning with hands-on experience by attending a dedicated ITSM workshop.
Show steps
Show steps
Show steps
- Research and identify relevant ITSM workshops in your area or online.
- Register and attend the workshop.
- Actively participate in discussions and exercises.
Develop an Agile Service Delivery Plan
Show steps
Apply your Agile knowledge by creating a comprehensive service delivery plan that incorporates Lean principles.
Show steps
Show steps
Show steps
- Define the scope and objectives of the IT service.
- Identify the stakeholders and their needs.
- Develop a detailed plan outlining the Agile methodologies and techniques to be used.
- Present the plan to stakeholders and incorporate their feedback.
Read The Toyota Way
Show steps
Gain insights from one of the most influential books on Lean management to deepen your understanding and application of its principles in ITSM.
View
Engaging the Team at Zingerman's Mail Order
on Amazon
Show steps
Show steps
Show steps
- Read and summarize the key principles and concepts outlined in the book.
- Identify ways to apply these principles to your own work in ITSM.
Career center
Learners who complete IT Service Management Foundations will develop knowledge and skills
that may be useful to these careers:
Service Manager
Service Manager
Service Managers are responsible for the planning, implementation, and management of services. They work with stakeholders to define the scope of the service, develop a plan, and track progress. They also work with cross-functional teams to ensure that the service is delivered on time, on budget, and to the required standards. A course in IT service management can provide you with the skills you need to effectively plan, organize, and execute service management.
IT Manager
IT Manager
IT Managers are responsible for the planning, implementation, and management of information technology (IT) systems. They work with stakeholders to define the IT needs of the organization, develop a plan to meet those needs, and manage the implementation and operation of IT systems. A course in IT service management can help you build a strong foundation in the principles and practices of IT management.
IT Consultant
IT Consultant
IT Consultants provide advice and guidance to organizations on the planning, implementation, and management of IT systems. They work with clients to assess their IT needs, develop a plan to meet those needs, and implement and manage IT solutions. A course in IT service management can help you develop the skills necessary to become a successful IT consultant.
IT Project Manager
IT Project Manager
IT Project Managers are responsible for the planning, implementation, and management of IT projects. They work with stakeholders to define the scope of the project, develop a plan, and track progress. They also work with cross-functional teams to ensure that the project is completed on time, on budget, and to the required standards. A course in IT service management can provide you with the skills you need to effectively plan, organize, and execute IT projects.
IT Auditor
IT Auditor
IT Auditors are responsible for assessing the security and effectiveness of IT systems. They work with organizations to identify and mitigate risks to IT systems, and to ensure that IT systems are operating in accordance with applicable laws and regulations. A course in IT service management can help you build a foundation in the principles and practices of IT auditing.
IT Architect
IT Architect
IT Architects are responsible for the design and architecture of IT systems. They work with stakeholders to define the requirements for IT systems, and to design and implement IT solutions that meet those requirements. A course in IT service management can help you understand the business needs of stakeholders and how to design and implement IT solutions that meet those needs.
IT Security Analyst
IT Security Analyst
IT Security Analysts are responsible for protecting IT systems from security breaches and other threats. They work with organizations to identify and mitigate security risks, and to implement and manage security measures. A course in IT service management can help you build a foundation in the principles and practices of IT security.
IT Business Analyst
IT Business Analyst
IT Business Analysts work with stakeholders to define the requirements for IT systems. They work to understand the business needs of stakeholders and to translate those needs into technical requirements. A course in IT service management can help you develop the skills necessary to become a successful IT business analyst.
IT Operations Analyst
IT Operations Analyst
IT Operations Analysts are responsible for the day-to-day operation of IT systems. They work with users to resolve technical issues, and to monitor and maintain IT systems. A course in IT service management can help you develop the skills necessary to become a successful IT operations analyst.
IT Support Specialist
IT Support Specialist
IT Support Specialists provide technical support to users of IT systems. They work with users to resolve technical issues, and to provide training and support on the use of IT systems. A course in IT service management can help you develop the skills necessary to become a successful IT support specialist.
Quality Assurance Analyst
Quality Assurance Analyst
Quality Assurance Analysts are responsible for testing and evaluating IT systems. They work with developers to ensure that IT systems meet the required standards and that they are free of defects. A course in IT service management can help you develop the skills necessary to become a successful quality assurance analyst.
IT Developer
IT Developer
IT Developers are responsible for the development and maintenance of software applications. They work with stakeholders to define the requirements for software applications, and to design and implement software applications that meet those requirements. A course in IT service management can help you develop the skills necessary to become a successful IT developer.
IT Service Desk Analyst
IT Service Desk Analyst
IT Service Desk Analysts provide support to users of IT systems. They work with users to resolve technical issues, and to provide training and support on the use of IT systems. A course in IT service management can help you develop the skills necessary to become a successful IT service desk analyst.
Product Manager
Product Manager
Product Managers are responsible for the development of products. They begin with an idea and see it through to completion by overseeing every step of the development process. They must constantly interact with customers and cross-functional teams to define the product's features, and have it successfully adopted and used by customers. By building a foundation in contemporary IT service management, you will be better able to understand the needs of the customer. This course may also be useful for building stronger rapport with the cross-functional teams that you will inevitably need to work with.
Program Manager
Program Manager
Program Managers are responsible for the planning, organizing, and execution of projects. They work with stakeholders to define the scope of the project, develop a plan, and track progress. They also work with cross-functional teams to ensure that the project is completed on time, on budget, and to the required standards. A course in IT service management can provide you with the skills you need to effectively plan, organize, and execute projects.
For more career information including salaries, visit:
OpenCourser.com/course/m5437v/it
Reading list
We've selected 13 books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
IT Service Management Foundations.
Provides a practical guide to using Lean principles in IT. It covers all of the key concepts and practices of Lean, and it shows how to use Lean to improve the efficiency and effectiveness of IT operations.
Save
Short but powerful manifesto that outlines the key principles of agile software development. It must-read for anyone who wants to learn more about agile.
Provides a step-by-step guide to creating value stream maps. Value stream mapping powerful tool that can help you to identify and eliminate waste in your IT processes.
Save
Novel that tells the story of a group of IT professionals who are struggling to save their company from a major IT outage. The book great way to learn about the challenges of IT service management, and it provides some valuable insights into how to improve IT service delivery.
Save
Practical guide to implementing DevOps. It covers all of the key concepts and practices of DevOps, and it provides a roadmap for how to transition to a DevOps culture.
Practical guide to building a successful startup. It covers all of the key concepts and practices of Lean Startup, and it provides a roadmap for how to build a successful startup.
Classic work on innovation. It explains why companies often fail to innovate, and it provides a framework for how to overcome the Innovator's Dilemma.
Practical guide to Lean Six Sigma. It covers all of the key concepts and practices of Lean Six Sigma, and it provides a roadmap for how to implement Lean Six Sigma in your organization.
Classic work on the Toyota Production System. It explains the key principles of the Toyota Production System, and it provides a roadmap for how to implement the Toyota Production System in your organization.
Save
Novel that tells the story of a group of managers who are struggling to save their company from bankruptcy. The book great way to learn about the principles of Lean manufacturing, and it provides some valuable insights into how to improve operational efficiency.
Seminal work on service-dominant logic. It explains the key principles of service-dominant logic, and it provides a roadmap for how to implement service-dominant logic in your organization.
Thought-provoking look at the future of work. It explores the challenges and opportunities that the future of work will bring, and it provides some valuable insights into how to prepare for the future of work.
Save
Thought-provoking look at the impact of automation on the workforce. It explores the challenges and opportunities that automation will bring, and it provides some valuable insights into how to prepare for the future of work.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/m5437v/it
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Time
88 hours
Level
Intermediate
Via
Pluralsight
Instructor
Frederico Aranha
Language
English
Good to know
Teaches foundations of contemporary IT service management in the context of digital age transformations
Designed for beginners seeking to build a solid foundation in ITSM
Taught by Frederico Aranha, a recognized expert in this field
Covers essential concepts such as IT services, service management, and value delivery
Utilizes an agile mindset and Lean principles, aligning with industry best practices
Builds a strong foundation for advanced ITSM approaches, enabling learners to progress in their knowledge
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