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Frederico Aranha
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.
Read more
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.
Read more
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.
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.
Register for this course and see more details by visiting:
OpenCourser.com/course/n6y18u/it
What's inside
Syllabus
Course Overview
Recalling Quality Management Key Concepts and Practices
Understanding Strategic Planning and Quality Improvement Projects
Applying Quality Management in IT Services
Read more
Syllabus
Course Overview
Recalling Quality Management Key Concepts and Practices
Understanding Strategic Planning and Quality Improvement Projects
Applying Quality Management in IT Services
Read more
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Examines strategic planning, which is core for organizational success
Taught by Frederico Aranha, who are recognized for their work in the field of quality management
Teaches quality management concepts, which are highly relevant in the IT industry
Save this course
Save IT Service Quality Management to your list so you can find it easily later:
Save
Save
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 Quality Management with these
activities:
Read The Goal by Eliyahu M. Goldratt
Show steps
Read The Goal to gain a holistic understanding of process improvement and the Theory of Constraints.
View
Isn’t It Obvious?: A Business Novel on...
on Amazon
Show steps
-
Purchase and read the book.
-
Summarize the main concepts and ideas.
-
Identify applications of the Theory of Constraints in IT service management.
Review quality management fundamentals
Show steps
Refresh your understanding of core quality management principles and concepts before starting the course.
Browse courses on
Quality Management
Show steps
-
Review key quality management terms and definitions.
-
Summarize the different approaches to quality management.
-
Identify the benefits of implementing a quality management system.
Review Deming's Out of the Crisis
Show steps
Read and synthesize key concepts from Out of the Crisis to establish a solid understanding of quality management principles.
View
The New Economics for Industry, Government,...
on Amazon
Show steps
-
Purchase and read the book.
-
Take notes on key concepts and ideas.
-
Summarize the book's main arguments and conclusions.
12 other activities
Expand to see all activities and additional details
Show all 15 activities
Practice using IT service management (ITSM) tools
Show steps
Familiarize yourself with the tools and techniques used in ITSM to better apply course concepts.
Browse courses on
IT Service Management
Show steps
-
Review documentation for commonly used ITSM tools (e.g., ServiceNow, Jira).
-
Set up a demo or trial account to practice using the tools.
-
Complete tutorials or training materials provided by the tool vendors.
Explore quality management tools and techniques
Show steps
Enhance your knowledge of quality management tools and techniques through guided tutorials.
Browse courses on
Six Sigma
Show steps
-
Select a specific quality management tool or technique to focus on.
-
Find online tutorials or resources that provide step-by-step guidance.
-
Follow the instructions and practice using the tool or technique.
-
Reflect on your experience and identify areas for improvement.
Participate in a study group focused on ITSM best practices
Show steps
Engage with peers to discuss and share experiences in applying ITSM best practices, enhancing your understanding.
Browse courses on
ITSM
Show steps
-
Find or form a study group with other students enrolled in the course.
-
Set regular meeting times to discuss course materials and ITSM concepts.
-
Collaborate on case studies or projects related to ITSM.
Explore Best Practices in IT Service Management
Show steps
Review industry best practices in IT service management to gain valuable insights and improve service delivery.
Browse courses on
ITIL
Show steps
-
Identify and research relevant best practices.
-
Evaluate the applicability of best practices to your organization.
-
Develop a plan for implementing best practices.
-
Implement and monitor the effectiveness of best practices.
Engage in discussions with peers
Show steps
Exchange ideas and learn from others by participating in discussions with peers.
Browse courses on
Quality Management
Show steps
-
Join online forums or discussion groups related to quality management.
-
Actively participate in discussions by sharing your experiences and insights.
-
Ask questions and seek clarification from others.
Develop a quality management plan for an IT project
Show steps
Apply the principles of quality management to a real-world IT project, solidifying your understanding of the concepts.
Browse courses on
Quality Management
Show steps
-
Identify the scope and objectives of the IT project.
-
Define quality metrics and standards for the project.
-
Develop a plan for monitoring and evaluating quality throughout the project.
-
Implement the quality management plan and track progress.
Develop a Quality Management Plan
Show steps
Create a comprehensive quality management plan that outlines strategies for improving IT service quality.
Browse courses on
IT Service Management
Show steps
-
Identify key stakeholders and their requirements.
-
Define quality objectives and metrics.
-
Develop a plan for continuous improvement.
-
Implement the plan and monitor progress.
Follow online tutorials on ITIL (Information Technology Infrastructure Library) framework
Show steps
Supplement your learning by exploring ITIL best practices, which are widely used in ITSM.
Browse courses on
ITIL
Show steps
-
Identify reputable online courses or tutorials on ITIL.
-
Follow the tutorials and complete any accompanying exercises or assignments.
-
Apply the concepts learned from ITIL to your understanding of ITSM.
Apply Quality Management Tools and Techniques
Show steps
Practice applying quality management tools and techniques to identify and resolve issues in IT service delivery.
Show steps
-
Identify and research relevant tools and techniques.
-
Develop a plan for implementing the tools and techniques.
-
Implement and monitor the effectiveness of the tools and techniques.
Conduct Quality Audits
Show steps
Practice conducting quality audits to identify areas for improvement in IT services.
Show steps
-
Establish audit criteria and scope.
-
Gather evidence and data.
-
Analyze findings and identify root causes.
-
Develop and implement corrective actions.
-
Monitor the effectiveness of corrective actions.
Develop a quality improvement plan
Show steps
Apply your understanding of quality management by creating a plan to improve an aspect of IT service delivery.
Browse courses on
Quality Improvement
Show steps
-
Identify an area in IT service delivery that needs improvement.
-
Conduct a root cause analysis to determine the underlying causes of the problem.
-
Develop a plan that outlines specific actions to address the root causes.
-
Implement the plan and monitor its progress.
-
Evaluate the effectiveness of the plan and make adjustments as needed.
Develop a Continuous Improvement Proposal
Show steps
Design a continuous improvement proposal to enhance the effectiveness of an IT service process.
Browse courses on
Process Improvement
Show steps
-
Identify an area for improvement.
-
Analyze the current process and identify root causes.
-
Develop a plan for improvement.
-
Implement the plan and monitor progress.
-
Evaluate the effectiveness of the improvement.
Read The Goal by Eliyahu M. Goldratt
Show steps
Read The Goal to gain a holistic understanding of process improvement and the Theory of Constraints.
View
Isn’t It Obvious?: A Business Novel on...
on Amazon
Show steps
Show steps
Show steps
- Purchase and read the book.
- Summarize the main concepts and ideas.
- Identify applications of the Theory of Constraints in IT service management.
Review quality management fundamentals
Show steps
Refresh your understanding of core quality management principles and concepts before starting the course.
Browse courses on
Quality Management
Show steps
Show steps
Show steps
- Review key quality management terms and definitions.
- Summarize the different approaches to quality management.
- Identify the benefits of implementing a quality management system.
Review Deming's Out of the Crisis
Show steps
Read and synthesize key concepts from Out of the Crisis to establish a solid understanding of quality management principles.
View
The New Economics for Industry, Government,...
on Amazon
Show steps
Show steps
Show steps
- Purchase and read the book.
- Take notes on key concepts and ideas.
- Summarize the book's main arguments and conclusions.
12 other activities
Expand to see all activities and additional details
Show all 15 activities
Practice using IT service management (ITSM) tools
Show steps
Familiarize yourself with the tools and techniques used in ITSM to better apply course concepts.
Browse courses on
IT Service Management
Show steps
Show steps
Show steps
- Review documentation for commonly used ITSM tools (e.g., ServiceNow, Jira).
- Set up a demo or trial account to practice using the tools.
- Complete tutorials or training materials provided by the tool vendors.
Explore quality management tools and techniques
Show steps
Enhance your knowledge of quality management tools and techniques through guided tutorials.
Browse courses on
Six Sigma
Show steps
Show steps
Show steps
- Select a specific quality management tool or technique to focus on.
- Find online tutorials or resources that provide step-by-step guidance.
- Follow the instructions and practice using the tool or technique.
- Reflect on your experience and identify areas for improvement.
Participate in a study group focused on ITSM best practices
Show steps
Engage with peers to discuss and share experiences in applying ITSM best practices, enhancing your understanding.
Browse courses on
ITSM
Show steps
Show steps
Show steps
- Find or form a study group with other students enrolled in the course.
- Set regular meeting times to discuss course materials and ITSM concepts.
- Collaborate on case studies or projects related to ITSM.
Explore Best Practices in IT Service Management
Show steps
Review industry best practices in IT service management to gain valuable insights and improve service delivery.
Browse courses on
ITIL
Show steps
Show steps
Show steps
- Identify and research relevant best practices.
- Evaluate the applicability of best practices to your organization.
- Develop a plan for implementing best practices.
- Implement and monitor the effectiveness of best practices.
Engage in discussions with peers
Show steps
Exchange ideas and learn from others by participating in discussions with peers.
Browse courses on
Quality Management
Show steps
Show steps
Show steps
- Join online forums or discussion groups related to quality management.
- Actively participate in discussions by sharing your experiences and insights.
- Ask questions and seek clarification from others.
Develop a quality management plan for an IT project
Show steps
Apply the principles of quality management to a real-world IT project, solidifying your understanding of the concepts.
Browse courses on
Quality Management
Show steps
Show steps
Show steps
- Identify the scope and objectives of the IT project.
- Define quality metrics and standards for the project.
- Develop a plan for monitoring and evaluating quality throughout the project.
- Implement the quality management plan and track progress.
Develop a Quality Management Plan
Show steps
Create a comprehensive quality management plan that outlines strategies for improving IT service quality.
Browse courses on
IT Service Management
Show steps
Show steps
Show steps
- Identify key stakeholders and their requirements.
- Define quality objectives and metrics.
- Develop a plan for continuous improvement.
- Implement the plan and monitor progress.
Follow online tutorials on ITIL (Information Technology Infrastructure Library) framework
Show steps
Supplement your learning by exploring ITIL best practices, which are widely used in ITSM.
Browse courses on
ITIL
Show steps
Show steps
Show steps
- Identify reputable online courses or tutorials on ITIL.
- Follow the tutorials and complete any accompanying exercises or assignments.
- Apply the concepts learned from ITIL to your understanding of ITSM.
Apply Quality Management Tools and Techniques
Show steps
Practice applying quality management tools and techniques to identify and resolve issues in IT service delivery.
Show steps
Show steps
Show steps
- Identify and research relevant tools and techniques.
- Develop a plan for implementing the tools and techniques.
- Implement and monitor the effectiveness of the tools and techniques.
Conduct Quality Audits
Show steps
Practice conducting quality audits to identify areas for improvement in IT services.
Show steps
Show steps
Show steps
- Establish audit criteria and scope.
- Gather evidence and data.
- Analyze findings and identify root causes.
- Develop and implement corrective actions.
- Monitor the effectiveness of corrective actions.
Develop a quality improvement plan
Show steps
Apply your understanding of quality management by creating a plan to improve an aspect of IT service delivery.
Browse courses on
Quality Improvement
Show steps
Show steps
Show steps
- Identify an area in IT service delivery that needs improvement.
- Conduct a root cause analysis to determine the underlying causes of the problem.
- Develop a plan that outlines specific actions to address the root causes.
- Implement the plan and monitor its progress.
- Evaluate the effectiveness of the plan and make adjustments as needed.
Develop a Continuous Improvement Proposal
Show steps
Design a continuous improvement proposal to enhance the effectiveness of an IT service process.
Browse courses on
Process Improvement
Show steps
Show steps
Show steps
- Identify an area for improvement.
- Analyze the current process and identify root causes.
- Develop a plan for improvement.
- Implement the plan and monitor progress.
- Evaluate the effectiveness of the improvement.
Career center
Learners who complete IT Service Quality Management will develop knowledge and skills
that may be useful to these careers:
IT Service Manager
IT Service Manager
IT Service Managers are responsible for planning, implementing, and managing IT services to ensure they meet the needs of the business. They work closely with customers and stakeholders to understand their requirements and manage service delivery. This course in Quality Management would be very useful to an IT Service Manager as its focus on quality management and continuous improvement aligns precisely with the job's responsibilities.
IT Governance Professional
IT Governance Professional
IT Governance Professionals provide guidance and advice on the implementation and maintenance of IT governance frameworks and policies. They work with senior management and stakeholders to establish policies and procedures for managing IT risks and ensuring compliance. This course in Quality Management could be very useful to an IT Governance Professional because it discusses strategies for improving quality and managing projects, which are important aspects of IT governance.
Quality Assurance Manager
Quality Assurance Manager
A Quality Assurance Manager typically plans and executes the quality assurance function in order to meet quality standards. They monitor processes to ensure quality. Overseeing and improving the quality of IT services is central to the role of a Quality Assurance Manager. This course covers several relevant concepts, including quality management concepts, strategic planning, and applying quality management into projects, which could help build a foundation for a career in this role.
Quality Engineer
Quality Engineer
Quality Engineers define and implement standards and processes to ensure the quality of products and services. They work with teams to improve processes and identify areas for improvement. This course in Quality Management could be helpful to a Quality Engineer as it provides a comprehensive overview of quality management concepts and practices, which are essential for success in this role.
IT Project Manager
IT Project Manager
An IT Project Manager coordinates, plans, and executes projects. They oversee and manage the project lifecycle from start to finish, including managing resources and ensuring that the project meets quality standards. The concepts taught in this Quality Management course could be beneficial to an individual pursuing a career as an IT Project Manager, as it delves into the importance of quality management and different strategies for improving quality.
Business Analyst
Business Analyst
Business Analysts work with stakeholders to understand their needs and develop solutions that meet those needs. They analyze business processes and identify areas for improvement. This course in Quality Management could be useful to a Business Analyst as it provides a framework for understanding quality management and continuous improvement, which are important for analyzing and improving business processes.
IT Auditor
IT Auditor
IT Auditors assess the effectiveness of IT controls and provide recommendations for improvement. They work with management to ensure that IT systems are secure and compliant with regulations. This course in Quality Management could be useful to an IT Auditor as it provides a foundation in quality management principles and practices, which are important for conducting effective audits.
IT Consultant
IT Consultant
IT Consultants provide advice and guidance to organizations on how to use IT effectively. They help organizations improve their IT systems and processes. This course in Quality Management could be useful to an IT Consultant as it provides a framework for understanding quality management and continuous improvement, which are important for providing effective consulting services.
Software Engineer
Software Engineer
Software Engineers design, develop, and test software systems. They work with teams to create software that meets the needs of users. This course in Quality Management may be useful to a Software Engineer as it provides a foundation in quality management principles and practices, which are important for developing high-quality software.
IT Manager
IT Manager
IT Managers plan, implement, and manage IT systems and services. They work with teams to ensure that IT systems are aligned with business goals. This course in Quality Management could be helpful to an IT Manager as it provides a framework for understanding quality management and continuous improvement, which are important for managing IT systems effectively.
Process Improvement Specialist
Process Improvement Specialist
Process Improvement Specialists analyze business processes and identify areas for improvement. They work with teams to implement process improvements that increase efficiency and reduce costs. This course in Quality Management could be useful to a Process Improvement Specialist as it provides a framework for understanding quality management and continuous improvement, which are essential for improving business processes.
Data Analyst
Data Analyst
Data Analysts collect, analyze, and interpret data to help businesses make informed decisions. They work with teams to develop data-driven insights that can be used to improve business outcomes. This course in Quality Management may be useful to a Data Analyst as it provides a framework for understanding quality management and continuous improvement, which are important for analyzing data effectively.
Quality Control Inspector
Quality Control Inspector
Quality Control Inspectors ensure that products and services meet quality standards. They inspect products and services and identify defects. This course in Quality Management could be helpful to a Quality Control Inspector as it provides a foundation in quality management principles and practices, which are essential for ensuring quality.
Compliance Officer
Compliance Officer
Compliance Officers ensure that organizations comply with laws and regulations. They work with management to develop and implement compliance programs. This course in Quality Management may be useful to a Compliance Officer as it provides a framework for understanding quality management and continuous improvement, which are important for developing and implementing effective compliance programs.
Risk Manager
Risk Manager
Risk Managers identify and assess risks to organizations. They work with management to develop and implement risk management plans. This course in Quality Management may be useful to a Risk Manager as it provides a framework for understanding quality management and continuous improvement, which are important for identifying and managing risks effectively.
For more career information including salaries, visit:
OpenCourser.com/course/n6y18u/it
Reading list
We've selected 11 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 Quality Management.
Covers many aspects of quality management as it pertains to IT services. It can serve as a textbook or as a valuable reference.
A practical guide to developing and launching new services, with a focus on customer research, market analysis, and service design. Provides valuable insights for IT service managers responsible for developing and delivering innovative services.
This guide provides a concise overview of the ISO/IEC 20000 standard. It's a great resource for those who need to understand the standard.
A comprehensive guide to quality management systems, covering topics such as quality planning, process control, and continuous improvement. Provides a foundation for understanding quality management concepts and practices.
A practical guide to improving service quality, with a focus on identifying and eliminating waste. Provides valuable insights for IT service managers seeking to enhance service delivery.
Save
A competency model for performance excellence, covering key areas such as leadership, planning, customer focus, and measurement. Provides a useful framework for developing and assessing the skills and capabilities of IT service management professionals.
Provides a comprehensive overview of IT service management. It's a valuable reference for those who want to learn more about the subject.
A concise and accessible guide to IT service management, covering key concepts and practices. Provides a good overview for those new to IT service management or as a reference for practitioners.
The official criteria for the Malcolm Baldrige National Quality Award, a prestigious award for organizational excellence. Provides a comprehensive framework for assessing and improving organizational performance, including quality management.
Provides a practical guide to IT service management. It's a valuable resource for those who want to implement IT service management in their organization.
Provides a comprehensive overview of quality management in IT. It's a valuable resource for those who want to learn more about the subject.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/n6y18u/it
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Time
89 hours
Level
Intermediate
Via
Pluralsight
Instructor
Frederico Aranha
Language
English
Good to know
Examines strategic planning, which is core for organizational success
Taught by Frederico Aranha, who are recognized for their work in the field of quality management
Teaches quality management concepts, which are highly relevant in the IT industry
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