IT service management (ITSM) ensures you can successfully create, deliver, and support IT services through the management of end-to-end IT service delivery to meet your business goals. In this learning path, you’ll compare and contrast common ITSM tools, identify and analyze measures and metrics for ITSM success, discover a framework for ITSM change management, and discover best practices for ITSM problem management.
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Identify key tools to enable ITSM success.
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Analyze common ITSM measures and metrics.
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Discover best practices for solving problems.
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Build change management best practices into your ITSM.
Courses
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1
IT Service Management Foundations: Tools34mIT Service Management Foundations: Tools
By: Jim Kerrigan
This course evaluates several ITSM tools for accessibility, auditability, efficiency, functionality, measurability, permissiveness, reportability, and upgradeability.
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2
IT Service Management Foundations: Measures and Metrics1h 36mIT Service Management Foundations: Measures and Metrics
By: Jason Dion
Drive growth and improvements within your organization by learning how to measure what matters, using terminology and best practices from the ITIL® framework.
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3
IT Service Management Foundations: Change Management1h 32mIT Service Management Foundations: Change Management
By: Ernest Mueller
Learn how to create a change management process for your organization that enables high levels of performance and fulfills compliance requirements.
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4
IT Service Management Foundations: Problem Management1h 33mIT Service Management Foundations: Problem Management
By: Shane Chagpar
Problem management done well can improve customer experience, the bottom line, and the products a company creates. Discover tools that can help you truly resolve technical issues.
Instructors
Jim Kerrigan
IT Service Management Consultant
Jason Dion
Chief Product Officer @ AKYLADE | Lead Instructor @ Dion Training Solutions
Ernest Mueller
Experienced Engineering Leader
Shane Chagpar
Head of Digital @ Kepner-Tregoe | Award-winning speaker, consultant, and senior leader with deep expertise in digital transformation and customer experience