Ten Steps to ITSM Success

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Provider

Coursera
Pricing

Paid Course
Languages

English
Certificate

Certificate Available
Effort

8 hours
Sessions

Self-Paced
Level

Intermediate
Subtitles

English

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Overview

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This course provides a comprehensive approach to IT Service Management (ITSM), emphasizing strategic planning, role definition, and continuous improvement for enterprise IT transformation. Designed for professionals, it ensures that ITSM practices align with business goals, ensuring long-term success. Learners will gain practical skills in developing strategic business plans for ITSM, aligning IT services with organizational objectives, and refining processes for improved efficiency. The course delivers actionable insights, helping learners enhance their ITSM capabilities. What sets this course apart is its structured approach that combines both theoretical foundations and real-world applications. It offers step-by-step guidance for ITSM implementation and operational sustainability, making it ideal for professionals at any stage of their ITSM journey. This course is suitable for IT professionals, service managers, and business leaders involved in ITSM initiatives. A basic understanding of IT services and business strategy will be helpful for learners to make the most of the course. © Angelo Esposito and Timothy Rogers 2013 The author has asserted the rights of the author under the Copyright Designs and Patents Act 1988 to be identified as the author of this work This course is based on the book originally published by IT Governance Publishing. IT Governance Publishing Ltd Unit 3 Clive Court Bartholomews Walk Cambridgeshire Business Park Ely Cambridgeshire CB7 4EA United Kingdom www.itgovernancepublishing.co.uk

Syllabus

Setting the Stage

In this section, we explore aligning ITSM roles with business goals through ITIL process implementation and scalable service delivery design for efficient operations.

Inventory the Current Service Offering

In this section, we inventory current IT service assets, align offerings with business goals, and identify gaps in service delivery for improvement.

Validate the Current Service Model

In this section, we validate the current service model by identifying stakeholders, conducting structured interviews, and aligning IT services with business goals through stakeholder input and analysis.

Establish an ITSM Steering Committee

In this section, we explains how to establish an ITSM Steering Committee for effective service governance and long-term success.

Define the Ideal Target State

In this section, we explore defining the ideal target state in ITSM, emphasizing strategic alignment, vision, mission, and structured execution for effective service delivery.

Create the IT Strategic and Tactical Plans

In this section, we cover aligning IT with business goals through negotiation and strategic planning.

Define Organizational Roles and Responsibilities

In this section, we define critical ITSM roles and responsibilities, implement RACI charts for accountability, and align with ISO/IEC 20000 and COBIT standards to ensure effective service management.

Standardized Development Approach

In this section, we explore standardized process design techniques to ensure efficient, repeatable, and interoperable ITSM processes. It emphasizes structured frameworks for scalable service management and organizational alignment.

Strategy and Planning

In this section, we examine the PDLC phases, including strategy, planning, design, and deployment, to support systematic project execution and long-term maintenance.

Logical And Physical Design

In this section, we explore logical design's role in creating stable, adaptable information systems by focusing on business, systems, and data components, emphasizing platform-neutral models for enterprise consistency.

Build and Test

In this section, we explore setting up separate development and test environments, validating code against architectural standards, and using scalable testing solutions with service providers for efficient and accurate testing.

Conduct Service and Process Health Assessment

In this section, we evaluate service and process readiness to ensure a smooth transition into production.

Analysis and Deployment

In this section, we explore conducting Service and Process Health Assessments, validating design elements, and using simulation to test operational readiness and stakeholder confidence in ITSM.

Operation and Sustainment

In this section, we explore sustaining service operations through SLA monitoring, validating staff capability, and analyzing performance metrics to ensure alignment with service standards and capacity needs.

Balanced Scorecard and Continual Improvement

In this section, we explore implementing a balanced scorecard for IT performance, assessing service operations stability with COBIT questions, and designing continual improvement practices for ITSM.

Putting It All Together

In this section, we explore strategic ITSM planning, emphasizing adaptable frameworks for effective IT asset utilization and aligning service management with organizational goals.