ITSM The Value Beyond Frameworks

Workshop Description

IT Service Management (ITSM) has become a crucial component of most organizations today. It helps to streamline the activities of Information Technology into customer-facing services, which in turn improves the overall customer experience.

ITSM can be a complex and challenging undertaking, but it can also be a very rewarding one. By implementing ITSM, organizations can improve the quality, efficiency, and effectiveness of their IT services.

This can lead to a number of benefits, such as improved customer satisfaction, increased productivity, and reduced costs.

Today, there are different IT Service Management best practices frameworks like ITIL, FitSM and Unified Service Management (USM) which are being adopted by organizations globally.

ITIL and FitSM, are both frameworks for IT service management while USM is a Service management method for the entire organization. They all share the same goal though, which is to improve the quality, efficiency, and effectiveness of IT services. However, they differ in their approach to achieving this goal.

• ITIL® is the oldest and most widely used framework for IT service management. It is a comprehensive framework that covers all aspects of IT service management. ITIL is based on a set of best practices that have been developed over many years.
• FitSM® is a newer framework for IT service management. It is designed to be more agile and flexible than ITIL. FitSM is based on a set of principles that can be adapted to the specific needs of each organization.
• USM is the newest framework for service management. It is designed to be even more agile and flexible than FitSM. USM is based on a set of building blocks that can be combined to create a tailored solution for each organization.

This course aims to introduce the different frameworks, what they offer and how organizations need to approach their implementation by adopting and adapting them according to their needs.

Audience

Individuals at the start of their journey in Service Management; ITSM Managers and aspiring ITSM Managers; Individuals working in other parts of “IT” (digital, product, development) with strong interface with service delivery.

Learning Objectives

Upon successful completion of this workshop, candidates can expect to understand:

• Overview of the most widely used IT Service Management frameworks.

1. ITIL 4
2. FitSM
3. USM

• Considerations when adopting and adapting best practices.
• Impacts of Lean, Agile and DevOps on IT Service Management for the organization

Concepts Covered

Concept 1: Introduction and overview of ITIL 4 including the:

• Four dimensions
• Service Value System
• Service Value Chain
• Practices

Concept 2: Introduction and overview if FitSM

• Approach
• Principles
• Process model

Concept 3: Introduction and overview of USM

• What is USM
• What makes USM special
• USM processes

Concept 4: Considerations for adopting and adapting best practices

Concept 5: Impact of other frameworks and best practices on IT Service Management

Concept 6: Tailoring your Service Management

About the trainer

Kevin Dutton is an exceptional trainer with over 30 years of international experience in the ICT industry. With his impressive qualifications and extensive knowledge, he is a highly sought-after professional in the field of IT Service Management and related disciplines.

His educational background speaks for itself. He holds a Bachelor of Science (Honors) in Computing from the University of Portsmouth, UK, along with diplomas in Electronics Engineering and Computer Studies. Additionally, Kevin has earned an impressive array of certifications, including ITIL 4 Managing Professional, ITIL V3 Expert, COBIT, Lean IT, DevOps, and ISO/IEC 20000, to name just a few. His vast range of certifications demonstrates his commitment to staying at the forefront of industry best practices.

Throughout his career, He has successfully managed IT services, provided training and end-user support, and conducted numerous certification training programs across Asia, Europe, and North America. Clients greatly appreciate his ability to relate theory to real-world examples from his extensive experience, enabling them to understand and implement ITIL concepts more effectively. He has worked with various global organizations, adapting quickly to different industries and cultures, which has proven invaluable in assisting them with ITIL implementations.

His competencies as a trainer go beyond his technical expertise. He is a customer and goal-oriented professional, highly organized, and capable of managing multiple projects while meeting deadlines. With his strong work ethic and commitment to excellence, he excels in every project he undertakes. Moreover, he is known for his fast learning ability and his dedication to teamwork, understanding the importance of collaboration to achieve common objectives.

In summary, Kevin Dutton is an exceptional trainer with an impressive track record in IT Service Management and related disciplines. His extensive international experience, wide knowledge base, and ability to effectively convey complex concepts make him an invaluable asset to any organization seeking to implement ITIL best practices. With his guidance, you can be confident in achieving your IT service management goals and driving positive change within your organization.