Delivering IT Services from Pluralsight

Adapt to this brave new digital world with this course, Delivering IT Services. You'll learn how to build value streams and manage resources in order to deliver IT services based on lean-agile ITSM.

When delivering IT services it's beneficial to have a lean-agile mindset, and deliver based on value streams.

In this course, Delivering IT Services, you’ll delve into essential ITSM concepts such as operating models and what value streams are:

In this course you will learn about Lean Kanban, a review of ITSM essential definitons, an introduction to customer experience, a case scenario, the situational leadership model, and a sample customer journal map.

IT Service Management (ITSM) refers to all the activities involved in designing, creating, delivering, supporting and managing the lifecycle of IT services.

Some popular IT services are network setup/security, on demand IT, cloud computing, database management, data storage, computer repair, and IT management.

A value stream is the set of actions that take place to add value to a customer from the initial request through realization of value by the customer.

What's inside

Syllabus

Course Overview

Recalling ITSM Essential Concepts and Practices

Leading IT Service Delivery

Managing IT Services Based on Value Streams

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Helps learners understand how to implement lean-agile ITSM to deliver IT services effectively

Explores essential ITSM concepts and practices

Covers the use of value streams to enhance IT service delivery

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 Delivering IT Services with these activities:

Refresh ITIL Foundation

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Ensure a solid understanding of ITIL concepts before starting the course to make the learning process smoother.

Browse courses on ITIL

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Review the key concepts of ITIL, such as service management, incident management, and change management.

Review 'DevOps for Dummies'

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Review DevOps best practices to prepare for course topics like service delivery and operations.

View Accelerate, 2nd Edition on Amazon

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Read the first few chapters of the book to gain an overview of DevOps principles.
Take notes on key concepts, such as continuous integration, continuous delivery, and agile development.

Join a Study Group

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Engage in discussions and knowledge-sharing sessions with peers to enhance comprehension of course material.

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Find a study partner or group with similar goals.
Meet regularly to discuss course concepts, assignments, and projects.

Four other activities

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Practice Lean Kanban

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Develop proficiency with Kanban to reinforce concepts covered in course modules on agile service delivery.

Browse courses on Kanban

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Create a Kanban board with the stages: 'To Do', 'In Progress', and 'Done'
Add tasks to the board and assign priority levels.
Move tasks through the stages as they are completed.

Design a Value Stream Map

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Visualize the current state of service delivery to uncover potential improvements and align with course material.

Browse courses on Value Stream Mapping

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Identify the value stream to be mapped.
Gather data on the current process, including lead time, cycle time, and bottlenecks.
Create a visual representation of the value stream, including all steps and stakeholders involved.

Contribute to an Open-Source ITSM Tool

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Apply course learnings by making practical contributions to an open-source ITSM tool, fostering a deeper understanding.

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Identify an open-source ITSM tool aligned with your interests.
Review the project's documentation and contribute in areas such as bug fixing or feature development.

Mentor Junior IT Professionals

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Reinforce your understanding of course concepts by sharing knowledge and providing guidance to aspiring IT professionals.

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Identify junior IT professionals who could benefit from your mentorship.
Establish regular sessions to share your experiences and provide guidance on topics related to IT service management.

Career center

Learners who complete Delivering IT Services will develop knowledge and skills that may be useful to these careers:

IT Architect

IT Architects design, build, and maintain IT systems and applications. They also help organizations develop IT strategies and roadmaps. This course would be valuable to IT Architects, as it provides a foundation for understanding IT service delivery and value streams.

See salaries and explore the career path for IT Architect

Systems Analyst

Systems Analysts analyze and design computer systems and applications. They also help organizations develop IT strategies and roadmaps. This course would be especially useful to Systems Analysts, as it provides an in-depth understanding of IT service delivery and value streams.

See salaries and explore the career path for Systems Analyst

IT Security Analyst

IT Security Analysts are responsible for protecting an organization's IT systems and applications from unauthorized access, use, disclosure, disruption, modification, or destruction. This course would be especially useful to IT Security Analysts, as it provides an in-depth understanding of IT service delivery and value streams.

See salaries and explore the career path for IT Security Analyst

Technical Writer

Technical Writers create and maintain technical documentation, such as user manuals, technical specifications, and white papers. They also help organizations communicate technical information to users and stakeholders. This course would be especially useful to Technical Writers, as it provides a foundation for understanding IT service delivery and value streams.

See salaries and explore the career path for Technical Writer

Service Manager

Service Managers are responsible for planning, organizing, and directing the activities of an organization's service department. They are also responsible for ensuring that the organization's services are aligned with the organization's business goals. This course would be especially useful to Service Managers, as it provides an in-depth understanding of IT service delivery and value streams.

See salaries and explore the career path for Service Manager

Data Analyst

Data Analysts collect, analyze, and interpret data to help organizations make informed decisions. They also help organizations develop data-driven strategies and roadmaps. This course would be especially useful to Data Analysts, as it provides an in-depth understanding of IT service delivery and value streams.

See salaries and explore the career path for Data Analyst

Quality Assurance Analyst

Quality Assurance Analysts test and evaluate software applications to ensure that they meet quality standards. They also help organizations develop and implement quality assurance processes. This course would be especially useful to Quality Assurance Analysts, as it provides an in-depth understanding of IT service delivery and value streams.

See salaries and explore the career path for Quality Assurance Analyst

IT Auditor

IT Auditors assess the security and compliance of IT systems and applications. They also help organizations identify and mitigate IT risks. This course would be valuable to IT Auditors, as it provides a foundation for understanding IT service delivery and value streams.

See salaries and explore the career path for IT Auditor

IT Manager

IT Managers are responsible for planning, organizing, and directing the activities of an organization's IT department. They are also responsible for ensuring that the organization's IT systems are aligned with the organization's business goals. This course would be valuable to IT Managers, as it provides an in-depth understanding of IT service delivery and value streams.

See salaries and explore the career path for IT Manager

IT Consultant

IT Consultants help organizations improve their use of information technology by providing advice on IT strategy, architecture, and implementation. They also help organizations select and implement new IT systems and applications. This course would be especially useful to IT Consultants, as it provides a foundation for understanding IT service delivery and value streams.

See salaries and explore the career path for IT Consultant

Project Manager

Project Managers lead and manage projects. They are responsible for planning, executing, and closing projects, and for ensuring that projects are completed on time, within budget, and to the required quality standards. This course may be useful to Project Managers, as it provides an introduction to IT service delivery and value streams.

See salaries and explore the career path for Project Manager

Software Developer

Software Developers design, build, and maintain software applications. They also help organizations develop software strategies and roadmaps. This course may be useful for Software Developers, as it provides an introduction to IT service delivery and value streams.

See salaries and explore the career path for Software Developer

IT Specialist

IT Specialists provide technical support to users of computer systems and applications. They also help organizations maintain and upgrade their IT systems. This course may be useful for IT Specialists, as it provides a foundation for understanding IT service delivery and value streams.

See salaries and explore the career path for IT Specialist

Business Process Analyst

Business Process Analysts examine and document business processes, identify areas for improvement, and develop and implement solutions to improve efficiency and effectiveness. This course may be useful for Business Process Analysts, as it provides an introduction to IT service delivery and value streams.

See salaries and explore the career path for Business Process Analyst

IT Business Analyst

An IT Business Analyst examines and documents business processes, helps organizations identify appropriate technology solutions, develops technical requirements and specifications for IT systems, and helps define user training and support needs. This course may be useful for IT Business Analysts, as it provides an in-depth look at IT service delivery and value streams.

See salaries and explore the career path for IT Business Analyst