IT Service Management Fundamentals

By the end

What you'll build

• Describe what an IT service is, and distinguish a service from a system or an application
• Trace a request, an incident and a change through the practices that handle each one
• Use the agreed vocabulary — service, incident, problem, change, asset, configuration item — correctly in daily work
• Identify which practice owns a given piece of work and route it to the right queue
• Explain how value is created jointly by service providers and service consumers rather than delivered one way

Curriculum

What's inside

5 modules · 29 lessons

1. 01

   Services, value and the service consumer

   6 lessons
   • What a service actually is, and what the consumer is really buying
   • Outcomes, costs and risks: the three things a service changes for someone
   • Provider, consumer and sponsor: who is who
   • Utility and warranty in plain terms
   • Why 'the system is up' is not the same as 'the service works'
   • + 1 more lesson
2. 02

   The guiding ideas behind service management

   6 lessons
   • Start where you are: assessing before redesigning
   • Focus on value without turning it into a slogan
   • Progress iteratively with feedback
   • Collaborate and promote visibility
   • Keep it simple, and keep it practical
   • + 1 more lesson
3. 03

   The practices you will meet most often

   6 lessons
   • A day in the life of a request, an incident and a change
   • The service desk as the single coordination point
   • Incident and problem: restoring service versus removing the cause
   • Change enablement and release: moving things safely
   • Configuration and asset: knowing what you have
   • + 1 more lesson
4. 04

   Working inside the service value stream

   6 lessons
   • Where your own role touches the value stream
   • Reading a service catalogue entry
   • How service targets and measures reach your queue
   • Escalation paths and when to use them
   • Raising an improvement idea so it is not lost
   • + 1 more lesson
5. 05

   Practice and check

   5 lessons
   • Same word, different meaningmatch pairs
   • Start where you are, in the right ordersequence order
   • Say what you meanfill blank
   • Three weeks to a working laptopscenario
   • Course quizquiz

The shape of it

How this course works