DevOps and traditional ITSM in IT service management

Name: DevOps and traditional ITSM in IT service management
Rating: 3.9 (36 reviews)

You learn how to organize IT services/products development and delivery using traditional ITSM and DevOps models.

Created byDanil Dintsis

Last updated 7/2024

English

What you'll learn

Define the best IT service model to deliver value to a business customer
Define advantages and challenges of a traditional service delivery model
Define DevOps team for a product/service
Define advantages and challenges of a DevOps model
Choose the best model for a certain IT service/product
Implement both ITSM and DevOps models in a single IT organization

Course content

2 sections • 13 lectures • 1h 57m total length

How does IT service deliver business value9:48
In this lesson I give a brief reminder about delivering value to a business customer.
You can address to the course "IT Service management: SLA, Servicecatalog, OLA" (https://www.udemy.com/it-service-management-develop-sla-service-catalog-ola/?couponCode=SLA_START01)
Ways of delivering value to a business customer5:41
Learn more about IT setvice management at https://www.udemy.com/it-service-management-develop-sla-service-catalog-ola/?couponCode=SLA_START01 at the lowest possible price $9.99.
Define types of IT Services

Traditional ITSM service management model5:55
In this lecture students have a reminder overview of the traditional ITSM model and main goals it reaches for an IT organization and business.
Advantages of a vertical processing model10:28
The traditional ITSM model is already 30 years old. In our changing world V-approach is still actual due to a number of strong advantages. In this lesson you learn about these advantages, and how and why implement this model.
Challenges and barriers of the traditional model7:22
On the other side in our fast changing and challenging world the traditional model sometimes is too slow and bureaucratic. In this lesson you learn about challenges and complexities of the traditional ITSM model.
Explore traditional ITSM structure
DevOps model. Main features6:31
In this lesson you learn main features of the DevOps model: end-to-end responsibility, autonomous teams, full-stack skills, and others.
DevOps team8:15
In this lesson you learn how to organize DevOps team.
DevOps in traditional ITSM lifecycle7:58
Lesson 8 clarifies how DevOps model deals with IT service life cycle phases: Strategy, Design, Transition, Operation, and Continuous improvement.
Moving to a DevOps model8:51
In lesson 9 you learn what artifacts and actions are necessary to implement the DevOps model in your organization.
Scrum for Operations model19:53
In this additional video the trainer gives introduction to Scrum for Operations approach. ScrumOps helps in shifting IT operational teams to Agile principles of rhythmic teamwork, and supports moving to DevOps teams and culture
DevOps challenges and barriers6:01
DevOps model overwhelms barriers of the traditional ITSM model, but it is not ideal itself. In this lesson you learn about challenges of DevOps and constraints for its implementing in practice.
Describe a DevOps model
Combining traditional and DevOps models in a single IT organization13:26
Traditional and DevOps ITSM are friendly models. You can implement both in a single organization or even for a single service. Learn how!
A separate theme is a united for both:Service (Help) Desk.
If you want to learn more about Service Desk KPI you are welcome to my course "Develop KPI for a Service Desk" at the lowest possible price $9.99 (https://www.udemy.com/develop-key-performance-indicators-for-a-service-desk/?couponCode=SDKPI_99)
Recommendations on implementation7:29
In the final lesson you learn 7-step model of implementing organizational changes in ITSM.

Requirements

Basic ITSM knowledge
Experience as an IT developer or Service desk support staff member

Description

Fast changes in a business environment lead to creating a DevOps model of IT service/product delivery to a customer in addition to a traditional ITSM model.

At our course students learn advantages and challenges of both models, and learn how to implement both traditional ITSM approaches and DevOps in ITSM lifecycle model and deliver value to their customers in the best possible manner.

The course is continuously developing along with ITSM and DevOps improvement. Now - as DevOps became a part of ITSM ISO 20000 standard, the trainer gives introduction to Scrum for Operations approach. ScrumOps helps in shifting IT operational teams to Agile principles of rhythmic teamwork, and supports moving to DevOps teams and culture.

During the course students improve their skills by preparing three individual assignments and discussing them with the trainer. You learn how you can combine linear and Agile DevOps based approaches to deliver better service and increase team productivity and enthusiasm.

Follow our course and its discussions to improve your ITSM and team skills and competencies!

The best learning option is having practice and discuss lessons learnt. At our forum you are welcome to share your experience and learn from others.

As your trainer I am always open for discussions and sharing new approaches in ITSM and DevOps.

Who this course is for:

IT developers
DevOps engineers
Programmers
Service desk staff
IT managers
System administrators (sysadmins)

DevOps and traditional ITSM in IT service management

What you'll learn

Explore related topics

Course content

Introduction2 lectures • 15min

ITSM and DevOps. How to build your way to successful IT service11 lectures • 1hr 42min

Requirements

Description

Who this course is for: