1. Introduction to ITSM, Agile, DevOps, and SRE – Overview of key IT service management concepts and modern approaches to delivering value. Understanding the differences and connections between ITSM, Agile, DevOps, and Site Reliability Engineering.
2. The role of technology – Discussion of how technology supports the service model and accelerates customer value creation. The impact of automation, cloud, and AI on operational efficiency.
3. Business motivations – Why do organizations invest in IT service management? Overview of economic, strategic, and regulatory factors.
4. Benefits of service management – What business results does ITSM deliver: increased service quality, predictability, compliance, and a better user experience.
5. Delivering value in the service model – What is value in the context of IT services? Who is who in the service model (provider, consumer, user)? How do we define and characterize digital services?
6. Overview of service management practices – Discussion of selected ITSM practices. Focus on service level management and SLAs, service desk, incident, problem, standard request, change management and continuous improvement.
7. Agile culture in service management – How Agile values and principles can strengthen ITSM. Collaboration, experimentation, and rapid response to change as part of organizational culture.
8. Industry trends and the position of ITSM tool providers – An overview of current trends in ITSM and tools supporting service management — ServiceNow, Jira Service Management, and others. AI in ITSM.
9. The service management journey – How to start or develop a service transformation? Practical tips for IT leaders and teams.
10. Training summary – Reflection on key conclusions, recommendations for further development steps, and opportunities to deepen knowledge.

Additional information:

The price of the course includes:

• A set of ITSM Overview training materials
• ITSM whitepaper.

Training organization

• Type of training: In-house
• Delivery method: On-site or Remote (instructor-led live online classes)
• Training language: English
• Material language: English

On-site training organization

• The workday will run from 9:00am to 5:00pm CET
• A set of accredited training materials is distributed electronically

Remote training organization

• Each participant should register for a remote training session between 8:30-8:50am CET
• The workday will run from 9:00am to 3:30pm CET
• There will be several breaks during the working day, including a 60-minute lunch break and 10-minute coffee breaks after each hour of training
• A set of accredited training materials is distributed electronically