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ITSM Academy Education Catalog
Welcome to the Academy!
Key Concepts of: ITSM, DevOps, SRE, Agile, VSM & Process Engineering ............. AI Courses .................................................................................................................... Certified Process Design Engineer (CPDE) ................................................................ Lean / Value Stream Mapping (VSM) ......................................................................... ITSM For DevOps ......................................................................................................... Simulations: Apollo 13 and CarGO ............................................................................ From Process to Practice - Improvement Workshop .............................................. I am the Incident Workshop ....................................................................................... ITIL 4 Certification Scheme, Readiness Assessment and Classes .......................... DevOps / Site Reliability Engineering (SRE) .............................................................. Employee Experience / Experience Level Agreement (XLA) ................................... Courseware Licensing Program ................................................................................. About ITSM Academy .................................................................................................. 3 4 5 6 7 8-9 10 11 12-21 23-31 32 33 34
Our robust catalog features courses available in our public classrooms, others are offered as independent study. All can be delivered in a corporate setting or through our courseware licensing program. Select titles are also available as eLearning. Call, email or use our online chat for more details.
ITIL® is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
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DevOps Introduces the goals, objectives, benefits, achievements and practices in a DevOps environment; and relationship between DevOps and ITSM frameworks, such as ITIL. Learning Objectives - A high-level understanding of: The what and why of DevOps DevOps values Key principles and practices The science of DevOps Achieving a DevOps transformation
Value Stream Mapping Briefly introduces basic Lean concepts with a focus on value stream mapping, a Lean tool used to document, analyze and improve flow. Mapping a value stream creates a visual representation of how the current end-to-end process works, and helps to identify and minimize waste and constraints. Learning Objectives - A high-level understanding of: Basic Lean concepts Basic value stream concepts The elements and parts of a value stream map The value stream mapping process (high-level) How to identify waste and barriers to flow How to create a plan of action
Process Engineering Derived from Certified Process Design Engineer (CPDE)®. Introduces key concepts for designing, implementing and continually improving ITSM processes. Provides an overview of proven process design concepts and approaches, along with assignments designed to allow participants to reflect on and apply what they are learning. Learning Objectives - A high-level understanding of: Process engineering key concepts The 10 Process Design and Improvement Steps How to apply Agile Service Management practices How to produce meaningful metrics How to manage the organizational change How to create a plan of action
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Site Reliability Engineering (SRE) Introduces SRE – a discipline that incorporates aspects of software engineering and applies them to infrastructure and operations problems. Key SRE principles, practices, and concepts are covered at a high level, along with SRE adoption patterns and responsibilities. Learning Objectives - A high-level understanding of: The origins and goal of SRE Key principles and practices SLOs, SLIs and Error Budgets Toil and how to reduce it SRE tools and automation Anti-fragility and learning from failure The organizational Impact of SRE
Slated as 2 hours, we often schedule for 3 or 4 hours. The longer the delivery time-frame, the more our instructor can facilitate conversations, create parking lots, etc.
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Service Management based on ITIL 4 Briefly introduces key concepts your organization needs to effectively execute the most common service management (ITSM) practices Learning Objectives - A high-level understanding of: Key service management terms and concepts The purpose and success factors of common service management practices The role of the ITIL service value system, service value chain and value streams
Agile Service Management Provides a high-level overview of Agile Service Management (Agile SM) – the application and integration of Agile thinking into service management processes and process design projects. Agile SM practices are critical in organizations that want to deliver better products faster and more reliably; particularly those organizations that are adopting DevOps. Learning Objectives - A high-level understanding of: Agile service management Its core vocabulary, principles and practices Agile SM roles, artifacts and events How Agile SM interfaces with IT service management, Agile (Scrum) and Lean
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Key Concepts Course Series include: Instructor-led training, discussion and planning facilitation Learner manual (excellent post-class reference) Topic specific reference card Participation in interactive GAME ON! Experience® Learner Personal Action Plan Access to additional sources of information and communities
QuickStart to Prompt Engineering for Business Users A focused 1-day workshop to help you master the basics of prompt engineering and unlock the full potential of tools like ChatGPT in your daily work. Perfect for those looking to quickly enhance productivity, streamline tasks, and improve communication using AI tools. Learn More
Courses include hands-on activities and labs.
AI Course Offerings We’ve added 4 AI courses to our catalog, ranging from 8 hours to 3 days, to help business professionals at every level confidently navigate the AI landscape. Whether you’re just getting started or ready to explore intelligent automation, these hands-on courses are designed to deliver practical, business-ready skills.
AI Basics Camp 2: Transforming Business Ops with AI In this 3-day advanced camp, dive deeper into real-world applications, prompt refinement, ethical AI, and how to build your organization’s AI strategy. This immersive experience empowers you to lead AI adoption and drive measurable results across business operations. Learn More
Whether you're looking to build foundational knowledge or lead intelligent automation initiatives, these new AI courses offer the practical skills and strategic insights today’s business professionals need. From one-day intensives to immersive multi-day camps, there's a course designed to meet you—and your organization—where you are on your AI journey.
AI / AIOps for Business Innovators: Intelligent Automation A strategic course for non-technical professionals who want to lead with intelligent automation. Learn how to identify automation opportunities, optimize workflows, and support innovation without needing a deep technical background. Learn More
AI Basics Camp 1: Getting Started with AI in Business A 2-day foundational course that covers AI tools, use cases, risks, and governance—ideal for teams beginning their AI journey. Gain the confidence to explore and apply AI in real business scenarios while learning how to use AI responsibly. Learn More
There are many frameworks and standards that define best practices for achieving quality IT service management (ITSM) - ITIL®, ISO/IEC 20000, COBIT, CMMI, DevOps, Knowledge-Centered Service, etc. While each describes practices, processes and controls (what to do), none provide clear, step-by-step methods and techniques (how to do it). Course Objectives: This 18-hour certification course covers how to design, reengineer and improve quality, lasting ITSM processes. This highly-interactive course provides hands-on opportunities to analyze, design, measure, and integrate ITSM processes. The knowledge obtained in this course applies to every ITSM framework, standard and maturity model and includes acquiring an understanding of how to: Utilize available frameworks and standards IT service management Process maturity Quality management Determine customer requirements Evaluate the maturity of existing processes Use proven methods to design (or redesign) processes Use best practices to implement and improve processes Measure and market the benefits of process improvements Overcome resistance to organizational change Use technology to increase efficiency and effectiveness Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner manual (excellent post-class reference) The ITSM Process Design Guide (ISBN: 978-1-60427-049-5) - an $80 value CPDE Reference cards Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exam and exam preparation Certified Process Design Engineer exam Who Should Take This Class? The primary audience for this course includes: Employees and managers responsible for designing, reengineering or improving processes Consultants guiding their clients through process improvement initiatives Internal and external suppliers Process stakeholders Certification: Learners will be equipped to earn their Certified Process Design Engineer (CPDE) accreditation by achieving a passing score (65%) on a 60 minute exam, consisting of 40 multiple choice questions. Any learner not successful on their first attempt is eligible for one (1) free resit. Exams by Gauge.
Certified Process Design Engineer (CPDE)
Learn how to confidently lead an effective and measurable process improvement program.
This sixteen (16) hour course introduces a step-by-step approach to preparing for and conducting a value stream mapping workshop; along with how to overcome common challenges, avoid common mistakes and produce meaningful / actionable deliverables. Learn about the anatomy of a value stream, how to build an ‘A’ team of stakeholders to map the value stream, and how to plan and lead a value stream transformation. This class describes how value stream mapping is different than other continuous improvement methods, and why and how it enables organizations to significantly improve and optimize performance. The class also includes a series of experiential exercises designed to allow attendees to build and practice needed skills. Course Objectives: The learning objectives for Value Stream Mapping Fundamentals include an understanding of: Basic Lean concepts Basic value stream concepts The elements and parts of a value stream map The value stream mapping process Value stream mapping roles and activities Planning a value stream mapping workshop Data collection and analysis techniques Conducting a workshop Producing workshop deliverables Building a transformation plan How to achieve the desired future state Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including a toolkit of invaluable checklists and templates Learner manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Access to additional sources of information and communities Who will your fellow participants be? This training is designed to prepare attendees to arrange and/or conduct value stream mapping workshops, whether internally or for their customers. This class is for all professionals and organizations involved in improving the delivery of value to customers Prerequisite: Familiarity with DevOps and/or IT Service Management is recommended, but not required Certification: Learners who choose to certify in this discipline will be equipped to earn their Value Stream Mapping Fundamentals certification by achieving >=65% on the 45-minute, open book exam, consisting of 20 multiple choice questions. Any learner not successful on their first attempt is eligible for one (1) free resit. Exams by Gauge.
Value Stream Mapping Fundamentals
Class includes facilitated discussions and exercises that produce deliverables that can be put to use immediately.
ITSM For DevOps
This sixteen (16) hour course describes how to accelerate and modernize your IT service management (ITSM) processes in support of DevOps. Let’s face it, ITSM processes have – at times – a reputation for being heavy handed and bloated. They can also be a constraint in the IT value stream; particularly in organizations adopting Agile and DevOps practices. In this course you will practice and master pragmatic approaches for streamlining and automating existing ITSM processes and for handling compliance as code. This course discusses key ITSM processes that are critical to DevOps and how those processes must be adapted to achieve high performance and deliver business value. Course Objectives: The learning objectives for ITSM For DevOps include an understanding of: How companies are struggling with the technological and human challenges of DevOps transformations The role of service management How IT service management is viewed as a constraint How DevOps introduces new ways of thinking and working How to accelerate and automate ITSM processes in support of DevOps ITSM process integration and automation How to leverage Lean and Agile methods to reduce waste and positively impact both the cost and quality of processes and services Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including What is DevOps? and What is IT Service Management? Learner manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Access to additional sources of information and communities Who will your fellow participants be? The makeup of learners in the course is particularly interesting. We have DevOps team members coming to learn ITSM, and we have ITSM/ITIL team members coming to learn DevOps. The aim of this class is for them to learn together and to collaborate so that both approaches can succeed in an integrated way. Prerequisite: Familiarity with DevOps and/or IT Service Management is recommended, but not required Certification: Learners who choose to certify in this discipline will be equipped to earn their ITSM For DevOps certification by achieving >=65% on the 45-minute, open book exam, consisting of 20 multiple choice questions. Any learner not successful on their first attempt is eligible for one (1) free resit. Exams by Gauge. Class includes facilitated discussions and exercises that produce deliverables that can put to use immediately.
"Houston, we have a problem" (fifty-five hours and fifty-five minutes into the mission) Imagine you are on the Apollo 13 support team and one of your crew members reports hearing a loud 'bang'. The bang is the explosion of the liquid oxygen tank No. 2 in the Service Module, providing vital oxygen used by the fuel cells that are Apollo's primary power source. The backup battery-powered electric supply in the Command and Service Module (CSM) has a lifetime of up to ten hours. Unfortunately, your ship is 87 hours from home. Your spacecraft is slowly dying. You have a serious problem, unless you, the crew members and the other ground support staff start working as a team to solve this problem. But remember, time is running out. Fast. The Apollo 13 Simulation is an intense, one (1) day training in which ITService Management (ITSM) concepts and processes are experienced through the use of an interactive game. In this training, real life situations taken from the Apollo 13 mission are simulated. You work in teams, playing the roles of the Houston Mission Operations Ground Crew. Your mission: bring the crippled spacecraft and crew safely home. Participants get to see and feel the consequences of their decisions and actions upon the quality, cost, customer satisfaction and overall business results within the simulated environment of the Mission Operations Control Center. By giving attendees insight into the importance of effective process, the simulation helps improve the capabilities of IT organizations. During the simulation, learners will see in real-time: The interdependency of processes Processes' impact on business continuity How good design and team implementation improves performance How to design and apply processes aimed at realizing specific and measurable goals The importance of communication and teamwork Customized for you and your team ITSM Academy can customize the Mission Control experience based on the Intake Interview. This establishes and clarifies the primary course goals and learning objectives, while determining the key points for the learners to take from the experience. To help you and your learners reap the benefits, we encourage you to provide group screenings of the Apollo 13 movie prior to participation. This allows attendees to re-familiarize themselves with the real life events surrounding one of NASA’s, and America’s, most recognized technology success stories. The day is broken into four (4) distinct modules: Build and Launch a Rocket (Configuration, Financial and Release) “Houston, We Have a Problem” (Service Desk, Incident and Problem) How to Get them Home (Change, Capacity, Availability) Limited Resources (Configuration, Change, Service Level, Availability) At the end of each module, service level reports are provided by the crew members. From this feedback, the ground crew is given time, (but not much!) to reengineer the processes. Through the one day session, participants will simulate a six (6) to nine (9) month ITSM project and learn to avoid costly mistakes. By painting such a familiar backdrop, the Apollo 13 simulation provides attendees a heightened interest in learning to improve their team’s process strategy, development, implementation and measurement skills. This course is particularly suited for organizations interested in: Developing new process skills and knowledge Improving teamwork and team processes Analyzing improvement opportunities within a working process Creating process awareness within service management projects Above and beyond the fun and exciting day your team will have working together to get the astronauts home, what we are also doing is "bringing home" the key points unearthed in the Intake for the learners to take from the experience.
APOLLO 13 SIMULATION - AN ITSM CASE EXPERIENCE™
Delivered in the physical or virtual classroom
Do you recognize this? IT Service Management (ITSM) is widely implemented in organizations to structure IT operations and transform IT activities into customer-facing services.Typically, ITIL is the framework used as the primary source of best practice guidance for achieving this goal. However, in practice, most organizations have adopted only a limited number of these processes, focusing primarily on customer-facing ITsupportrather than on more tactical and strategic areas. To address this gap in the comprehensive application of ITSM principles, our friends at GamingWorks have created the simulation CarGO. Designed for professionals who seek to quickly gain recognition for their ability to implement and improve effective ITSM processes, CarGO emphasizes the essentials without delving deeply into the complexities of broader frameworks. By engaging ITSM Academy in the on-site delivery of the CarGO simulation, organizations can achieve; Enhancing an organization’s provision of IT services Application of effective specific ITSM processes in multi-vendor environments – where services are managed in cooperation The steps towards implementing a set of ITSM processes Successful management of specific ITSM processes Implementation of the foundations of ITSM processes which can be audited by ISO/IEC 20000 About the CarGO simulation The simulation introduces CarGO, a company that specializes in the transport of cars all over the world on ships owned by their contractors. These ships travel according to a strict schedule from harbor to harbor. CarGO has 3 types of customers: private individuals, car dealers and car factories. CarGO's current customer satisfaction is 5 on a scale of 10. They face some serious issues, many of which might sound familiar to you: Too many unsolved incidents Too much workload on our IT Support desk Solving time is too long Too slow implementing new services As a result, CarGO is missing sales opportunities and customers are unhappy about the services. And imagine how the employees must feel. In this simulation, 8-12 participants act as teams within the CarGO organization: Business, IT and IT Vendors. Round-by-round, they must work together implementing and improving ITSM processes to make the organization more successful. Outcome and Goals At the end of this hand-on simulation, learners will have learned and experienced: How to apply the basic ITSM processes, the value they bring to stakeholders How to bring the service organization to a more tactical and strategic level in a short time How to optimize your workflows by implementing service improvements and service automation How to improve collaboration between different teams, vendors and other stakeholders to optimize the service quality The importance of self-evaluating processes with regular quality checks After this simulation the participants have a better understanding of how their efforts impact business value. Duration: 1 day Delivery method: Physical, On-site Number of participants: 8 – 12 Prerequisites: Familiarity with IT and IT services is recommended
CarGO – IT Service Management Essentials Simulation
Delivered in the physical classroom
Snapshot of Activities: Pre-workshop preparations – Scoping and scheduling Workshop day 1 – Introduction to ITSM, ITIL 4 & mini-assessment Workshop day 2 – Practice-related training Workshop day 3 – Practice improvement and planning Post-workshop activities – Socialize outcomes, execute plans Outcomes & Collateral: Backlog of ideas and problem areas Proposed changes Proposed improvement plans Assumptions, constraints, risks and mitigators
From Process to Practice - Improvement Workshop Quickly evolve 2 of your ITSM/ITIL processes.
Most popular = Change, Problem, Incident
Weeks prior to the workshop, our team begins our work with your project sponsor and key stakeholders, conducting scoping interviews to select your practices. We then conduct a preliminary current state assessment. Based on the agreed-upon scope, we help identify the practice improvement team members (optimally 5 to 9 key employees) who will be attending the workshop, as well as the format of deliverables. Three-day (5-hrs per) Improvement Workshop We begin with education on ITSM and ITIL 4 key concepts and practices within the agreed scope. Once we have level-set the attendees knowledge, we facilitate the workshop activities including goal setting, gap analysis, backlog creation/refinement, and planning. This workshop allows you to engage your team in rethinking your approach to selected service management processes.
Evolving your ITSM practices and capabilities can be daunting. Especially as traditional consulting firms encourage a far-reaching roadmap, taking months, if not years. Leveraging ITSM and ITIL 4 guidance, we lead your team to successfully and rapidly assess and improve your selected service management practices. Using a combination of traditional education and facilitated working sessions we tailor this rapid success program to your organization’s needs and deliver actionable plans designed to quickly achieve your goals and reap the benefits. After the workshop, our Subject Matter Experts (SMEs) deliver and discuss: The backlog of ideas and problem areas A presentation of actionable plans for proposed changes and improvements including identified assumptions, constraints, risks and mitigators
I am the Incident™ Workshop
Experience the powerful I am the Incident™ assignment series, now available as a stand-alone single-day course! Originally developed by ITSM Academy in 2005, this immersive experience takes learners on a journey through IT service management (ITSM) practices like never before. Say hello to hands-on, practical learning that transforms understanding into action. Using a combination of traditional teaching methods, experiential assignments, and post-activity discussions, participants delve into fundamental ITSM practices including incident management, service request management, problem management, change enablement, and service level management. In this highly interactive course, 8-20 participants assume the roles, responsibilities, and authorities needed to effectively carry out the day-to-day activities involved in these critical practices. This 6-hour workshop is intended for organizations striving to improve service delivery and demonstrate service management excellence.
Key Features: Hands-On Learning: Dive into real-world scenarios and make decisions that impact core service management practices. Interactive Challenges: Engage in team-based activities using ITSM Academy’s unique GAME ON! An Interactive Learning Experience® to enhance critical thinking and collaboration. Personalized Learning: Tailor the experience to your organization's needs through a pre-class intake session. Expert Guidance: Learn from industry experts who bring years of experience and insights to the classroom. Immediate Application: Return to work with practical ideas for incremental improvements, ready to drive change from day one. Extend the value of this learning experience with a 1-hour debrief to: Create a backlog of ideas and problem areas Identify improvement opportunities, and Assign action plans Interactive learning fosters active engagement, critical thinking, and collaboration, ultimately enhancing retention, comprehension, and real-world application of knowledge for students.
ITIL has evolved over time to reflect changes to the way organizations work, different service management concepts and priorities, and our understanding of the different capabilities required to deliver value. The world has changed significantly since ITIL was first introduced. Technology is advancing faster today than ever before. Developments such as cloud computing, artificial intelligence (AI), and machine learning have opened fresh opportunities for value creation, and have led to IT becoming an important business driver and source of competitive advantage. In turn, this positions IT service management as a key strategic capability. ITIL 4 – introduced in early 2019 – provides the guidance organizations need to: Address new service management challenges Utilize the potential of modern technology Organizations are encouraged to: Use ITIL to adopt a service management approach Adapt ITIL guidance to their own specific needs and circumstances ITIL 4 brings ITIL up to date by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, DevOps, and Site Reliability Engineering. The ITIL 4 certification scheme provides a module approach to the ITIL framework. This approach allows candidates to gain the skills and knowledge needed to understand the core concepts of ITIL 4. It can be adapted to the learning requirements of individuals and the organization. Its modular, tiered approach makes it possible to develop a comprehensive view of service management or to focus on specific areas of knowledge.
ITIL 4
Services are the main way that organizations create value for themselves and their customers. Almost all services today are IT-enabled, which means there is tremendous benefit for organizations in creating, expanding and improving their IT service management (ITSM) capability. ITIL provides a comprehensive framework for ITSM. ITIL 4 brings ITIL up to date by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Agile, Lean, DevOps, and Site Reliability Engineering. This 18-hour course introduces learners to the management of modern IT-enabled services, provides them with an understanding of key terms and concepts, and shows them how they can improve their work and the work of their organization with ITIL 4 guidance. Course Objectives: The learning objectives of ITIL 4 Foundation include an understanding of: Key terms and concepts of service management How value creation is enabled through services The ITIL service value system The ITIL service value chain The four dimensions of service management ITIL practices The ITIL guiding principles Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - which extends the classroom experience with online content and tools Digital learner manual (excellent post-class reference) Reference card Reference guides Personal Action Plan Memory exercises and study aids Participation in our groundbreaking series, i am the incident Official ITIL training materials, publication, and sample exams GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher Who Should Take This Class? ITIL Foundation training is essential for anyone involved in the internal or external delivery of IT services: 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, dev. etc.) with a strong interface to service delivery Existing ITIL qualification holders wishing to update their knowledge Pre-requisites: Complete pre-class reading assignment Familiarity with IT and IT services is recommended Certification: Learners will be equipped to earn the ITIL Foundation certification by achieving a passing score (65%) on the 60-minute closed-book exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
ITIL Foundation
This 18-hour course is aimed at IT Service Management (ITSM) practitioners managing the operation of IT-enabled and digital products and services, and those responsible for the end-to-end delivery. Candidates acquire an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and how to apply relevant practices, methods and tools. Course Objectives: This course covers the core service management activities and expands the current scope of ITIL to cover the creation of services. Attendees acquire an understanding of: The integration of different value streams and activities to create, deliver and support IT-enabled products and services Supporting practices, methods and tools Service performance and quality improvement methods How to continue to deliver innovative yet reliable technology-enabled services in an increasingly competitive market Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - which extends the classroom experience with online content and tools Digital learner manual (excellent post-class reference) Sample documents and templates Reference cards Personal Action Plan Memory exercises and study aids Official ITIL training materials, publication(s) and sample exams GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher Who Should Take This Class? The primary audience for this course includes IT Operations Managers, Service Desk professionals, Service Managers, Development Managers, Developers, ITSM managers and aspiring ITSM managers. It may also be of interest to: Individuals managing the operation of IT-enabled and digital services Individuals responsible for the end-to-end delivery of products and services, including development, deployment and monitoring and support Individuals responsible for assuring that services are delivered and supported according to agreed levels Pre-requisites: ITIL 4 Foundation Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the Create, Deliver and Support certification by achieving a passing score (70%) on the 90-minute exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
ITIL Specialist: Create, Deliver and Support (CDS)
This 18-hour course is aimed at IT Service Management (ITSM) practitioners responsible for managing and integrating stakeholders, whether by focusing on the customer journey and experience, or by fostering relationships with partners and suppliers. By facilitating effective stakeholder management, digital professionals are better able to target stakeholders with the right service offerings and value propositions, distinguishing themselves and their organizations within a competitive and demanding environment. Course Objectives: This course covers all types of engagement and interaction between a service provider and its customers, users, suppliers and partners. Attendees acquire an understanding of: The conversion of demand into value via IT enabled services Key topics such as SLA design, multi-supplier management, communication, relationship management, customer experience (CX) and user experience (UX) design, customer journey mapping Tools to increase stakeholder satisfaction, integral to business success in the current competitive landscape How to use design thinking to achieve better usability and experience by understanding how the customer feels when using a service Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - which extends the classroom experience with online content and tools Digital learner manual (excellent post-class reference) Sample documents and templates Reference cards Personal Action Plan Memory exercises and study aids Official ITIL training materials, publication(s) and sample exams GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher Who Should Take This Class? The primary audience for this course includes Business Relationship Managers, Enterprise Architects, Project Managers, Supplier Relationship Managers and UX Designers. It may also be of interest to: Individuals responsible for managing and integrating stakeholders Individuals that focus on customer journey Individuals that are responsible for customer experience and for fostering relationships to obtain value realization Pre-requisites: ITIL 4 Foundation Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the Drive Stakeholder Value certification by achieving a passing score (70%) on the 90-minute exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
ITIL Specialist: Drive Stakeholder Value (DSV)
This 18-hour course explores the convergence of business and IT, providing candidates with specialized insight into the ways in which digital organizations and digital operating models function through a fast-paced environment. Encouraging IT and digital professionals to refine their abilities by increasing the speed and improving the quality of service delivery, this course focuses on creating greater value by promoting new methods of working and challenging existing ways of thinking. This course covers a range of innovative working methods, such as DevOps practices and Lean and Agile approaches. It is designed to help bridge the gap between development and operational practices, and best support digital delivery from optimization to radical transformation. Course Objectives: This course explores the ways in which digital organizations and digital operating models function in high velocity environments. Attendees acquire an understanding of: The difference between IT transformation and digital transformation How aspiring organizations can operate in a similar way to successful digitally-native organizations The key characteristic, behaviors and objectives of HVIT, along with related techniques and practices The use of working practices such as Agile, Lean and DevOps The use of technical practices and technologies such as cloud, automation, and automatic testing How to focus on rapid delivery of products and services to obtain maximum value Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - extends the classroom experience with online content and tools Digital learner manual (excellent post-class reference) Sample documents and templates Reference cards Personal Action Plan Memory exercises and study aids Official ITIL training materials, publication(s) and sample exams GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher Who Should Take This Class? The primary audience for this course includes Service Designers, Release Managers, Cloud Architects, DevOps Engineers and Software Developers. It may also be of interest to individuals working in or migrating to high-velocity environments. Pre-requisites: ITIL 4 Foundation Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the High-Velocity IT certification by achieving a passing score (70%) on the 90-minute exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
ITIL Specialist: High-Velocity IT (HVIT)
ITIL Strategist: Direct Plan and Improve (DPI)
Regardless of their organizational role, everyone has the authority to direct something, even if that authority is limited to personal direction. Everyone needs to plan. And everyone should be contributing to, if not leading, improvement. For this reason, this universal module is a key component of both the ITIL Managing Professional and ITIL Strategic Leader streams. This 18-hour course is aimed at managers and individuals of all levels involved in shaping direction and strategy or developing or working in a continually improving team. It provides individuals with the practical skills necessary to create a 'learning and improving' IT organization, with a strong and effective strategic direction. Course Objectives: This course supports anyone involved in directing or planning action based on a defined strategy and in continual improvement. Attendees acquire an understanding of: How to provide direction by setting objectives aligned with the organization's vision and mission The role of governance, risk and compliance (GRC) The benefits of strategic, tactical, and operational planning How to establish and nurture a continual improvement culture How to use methods such as assessments, value stream mapping, and models to support continual improvement efforts The elements of successful organizational change Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - which extends the classroom experience with online content and tools Digital learner manual (excellent post-class reference) Reference card and guides Personal Action Plan Memory exercises and study aids Official ITIL training materials, publication(s) and sample exams GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher Who Should Take This Class? The primary audience for this course includes Continuous Improvement Managers, Change Managers, Capacity Managers, IT Operations Managers and Cloud Architects. It may also be of interest to: Individuals responsible for designing, planning, reviewing and improving products and services Individuals responsible for designing and improving value streams, practices and processes Individuals responsible for leading transitional changes Pre-requisites: ITIL 4 Foundation Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the Direct, Plan and Improve certification by achieving a passing score (70%) on the 90-minute exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
ITIL Leader: Digital and IT Strategy (DITS)
The pace of evolution in the digital world has never been so fast. Organizations need to be flexible and adapt to the ever-changing environment if they want to keep providing value to their customers while remaining competitive in the marketplace. The Digital and IT Strategy course adds a new perspective to the ITIL suite and elevates the discussion around ITIL concepts to a strategic level. This course is for business leaders, and those aspiring to lead, who understand that the future of their organization depends on how they use digital and information technology. This course is not just for IT professionals, but for every leader who understands that their industry has been disrupted by technology. Course Objectives: This case study-based course focuses on the alignment of digital business strategy with IT strategy. Attendees acquire an understanding of: How disruption from new technologies are impacting organizations in every industry Strategic approaches made possible by digital and information technology How business leaders are responding Steps and techniques involved in defining and advocating for a digital and IT strategy How to implement a digital strategy Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - which extends the classroom experience with online content and tools Digital learner manual (excellent post-class reference) Sample documents and templates Reference cards Personal Action Plan Memory exercises and study aids Official ITIL training materials, publication(s) and sample exams GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher Who Should Take This Class? The primary audience for this course includes Directors, Heads of, aspiring CxOs and CIOs. It may also be of interest to individuals looking for guidance to set IT/digital strategy. Pre-requisites: ITIL 4 Foundation Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the Digital and IT Strategy certification by achieving a passing score (70%) on the 90-minute exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
ITIL Specialist: Monitor, Support and Fulfil (MSF)
The ITIL 4 Specialist: Monitor, Support and Fulfill combined practice module is for IT professionals aiming to establish good cross-practice collaboration and effective service value streams. This course bundle is comprised of the following 5 single day courses: ITIL 4 Practitioner: Incident Management ITIL 4 Practitioner: Service Desk ITIL 4 Practitioner: Problem Management ITIL 4 Practitioner: Service Request Management ITIL 4 Practitioner: Monitoring and Event Management Earning your ITIL Specialist: Monitor, Support and Fulfill certification meets one of the requirements toward earning your ITIL Master designation – read more. Learning Objectives: Define the key concepts, principles, value and challenges of ITIL 4’s five management practices: Monitoring and Event, Incident, Service Desk, Problem, and Service Request Management Ensure stakeholders understand the strategic and operational requirements to co-create value and achieve business goals Integrate the practices in the organization’s value streams Understand the interfaces and synergies across these five practices Apply metrics and practice success factors to improve performance Measure, assess and develop the capability of the various practices covered in the ITIL Maturity Model Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - which extends the classroom experience with online content and tools Digital learner manual (excellent post-class reference) Sample documents and templates Reference cards Personal Action Plan Memory exercises and study aids Official ITIL training materials, practice guides and sample exams GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher Pre-requisites: ITIL 4 Foundation - or - ITIL 4 Managing Professional Transition Certificate Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the ITIL Specialist Monitor, Support and Fulfill certification by successfully completing the in-class assignments and by achieving a passing score (65%) on the 90-minute exam, consisting of 60 multiple choice questions. Learners are also granted the ITIL Practice Manager designation. Exams by PeopleCert.
ITIL Practitioner: Change Enablement (CE)
The ITIL 4 Practitioner: Change Enablement training is a single module course, that is part of the Plan, Implement & Control (5 day) bundle, or that can stand alone. This course is designed for IT professionals seeking to certify and affirm their proficiency in Change Enablement. It provides candidates with an understanding of the key concepts, principles, value and challenges of the Change Enablement practice. It also provides candidates with best practice guidance on how to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule. The Change Enablement module serves to amplify the success rate of changes by ensuring that changes to services and their components are controlled and that they meet the organization’s change-related needs. Learning Objectives: Understand the key terms and concepts of the practice Understand the processes of the practice Understand the roles and competences of the practice Understand how information and technology support and enable the practice Understand the role of partners and suppliers in the practice Understand how the ITIL capability model can be used to develop the practice Understand how the ITIL guiding principles support the practice Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - which extends the classroom experience with online content and tools Digital learner manual (excellent post-class reference) Reference card and reference guide Personal Action Plan Memory exercises and study aids Official ITIL training materials, practice guide and sample exams GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher Pre-requisites: ITIL 4 Foundation - or - ITIL 4 Managing Professional Transition Certificate Even if your ITIL 4 Foundation certificate is expired, you can still attend any higher level course from ITSM Academy. Every successful pass of an ITIL Peoplecert exam extends the expired certificates to the renewal date of the most recent Peoplecert exam Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the ITIL Practitioner: Change Enablement certification by successfully completing the in-class assignments and by achieving a passing score (65%) on the 30-minute exam, consisting of 20 multiple choice questions. Exams by PeopleCert.
The ITIL 4 Practitioner: IT Asset Management is a single module course, that is part of the Plan, Implement & Control (5 day) bundle, or that can stand along. This course is designed for IT professionals seeking to certify and affirm their proficiency in IT Asset Management. This course provides candidates with best practice guidance on how to plan and manage the full lifecycle of all IT assets, to help the organization maximize value, control costs, manage risks, support decision-making about the purchase, re-use, retirement, and disposal of IT assets, and to meet regulatory and contractual requirements. Learning Objectives: Understand the key concepts of the practice Understand the processes of the practice Understand the roles and competences of the practice Understand how information and technology support and enable the practice Understand the role of partners and suppliers in the practice Understand how the ITIL capability model can be used to develop the practice Understand how the ITIL guiding principles support the practice Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - which extends the classroom experience with online content and tools Digital learner manual (excellent post-class reference) Reference card and reference guide Personal Action Plan Memory exercises and study aids Official ITIL training materials, practice guide and sample exams GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher Pre-requisites: ITIL 4 Foundation - or - ITIL 4 Managing Professional Transition Certificate Even if your ITIL 4 Foundation certificate is expired, you can still attend any higher level course from ITSM Academy. Every successful pass of an ITIL Peoplecert exam extends the expired certificates to the renewal date of the most recent Peoplecert exam Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the ITIL Practitioner: IT Asset Management certification by successfully completing the in-class assignments and by achieving a passing score (65%) on the 30-minute exam, consisting of 20 multiple choice questions. Exams by PeopleCert.
ITIL Practitioner: IT Asset Management (ITAM)
Delivered in partnership with Blanke Consulting, an information technology consulting firm focused on the management of IT. They are the only ITIL-focused Consulting Partner (ACP) in the United States, meaning they have demonstrated their commitment to Global Best Practice. Their ACP participation offers us access to the most current approved ITIL materials. In addition to their full range of IT Service Management consulting services, they are leaders in ITIL 4 advice and consulting. Their recommendations blend experienced know-how and original thinking for deeper insights and the right solution to your IT challenges. In addition, Blanke Consulting is vendor independent, so their recommendations are in your best interest and are not influenced by a software vendor. Together, we deliver value in a way that others cannot, through seamless and integrated hands-on execution and training, along with deep process management strategies.
ITIL 4 Readiness Assessment
The ITIL 4 Readiness Assessment provides a baseline of organizational maturity and preparation to adopt ITIL 4 Best Practices and performs a gap analysis between your current state and ideal state. Findings and recommendations include a roadmap charting the best path forward to maximize organizational value. We can help you figure out the best approach for starting your ITIL 4 journey and leverage what you already have in place. Our expert ITIL consultants determine what is the best strategy for your organization based on your objectives, core strengths, current ITIL knowledge, and commitment for certain improvements. We provide you a clear roadmap with defined ITIL 4 program objectives, project requirements, time-frames, and resource estimates to set you on a successful path of adoption.
Contact us to get free access to our new ITIL 4 Evaluation Tool. It's a great, simple (and free) way to evaluate where you will be starting your ITIL 4 Journey.
DevOps Campus... at ITSM Academy ITSM Academy, established in 2004, stood up our dedicated DevOps Campus in early 2016. Since that time, we have educated, inspired and certified tens-of-thousands of learners in DevOps and Agile Service Management. “With the ever growing interest in DevOps and Agile Service Management training, it made sense for us to stand up a campus inside of ITSM Academy. DevOps Campus allows us to laser focus on developing and offering the ever growing list of DevOps and Agile SM courses available,” said Lisa Schwartz, Founder and CEO of ITSM Academy, and Co-Founder / Board Member of the DevOps Institute. "In 2019, ITSM Academy began rolling out our Digital Employee Experience (XLA) training which dovetails beautifully off of our DevOps Institute courses," Schwartz continued. Skill Your Squad ITSM Academy's high-quality content includes more than 160 hours of learning materials (the most in the market). Our DevOps Campus curriculum is based on research and the most up-to-date and relevant resources. To offer our DevOps learners the most complete training programs, DevOps Campus at ITSM Academy has an additional five titles not included in the DevOps Institute's catalog. All of our DevOps related courses are available with an optional examination. By not making the exam a requirement of the course, we are able to save you both time and money! Simply put, our role-based development approach focuses on the most modern competencies required by organizations adopting DevOps.
Learners should come ready to participate in lively discussions about real-world improvements, benefits and challenges.
What if your team could deliver better software faster—without sacrificing quality or stability? DevOps makes this possible by breaking down silos, automating workflows, and driving continuous improvement that leads to faster time to market, reduced costs, and a stronger competitive advantage. This 16-hour course provides an introduction to DevOps – the cultural and professional movement that stresses communication, collaboration, integration, and automation in order to improve the flow of work between software developers and IT operations professionals. This flagship DevOps certification course is continually improved to stay current and uses real-world case stories to demonstrate business success. Course Objectives: The learning objectives for DevOps Foundation include an understanding of: DevOps goals, values and business benefits DevOps principles including the Three Ways, the Theory of Constraints, and Chaos Engineering DevOps core and enabling practices including Continuous Integration and Continuous Delivery/Deployment (CI/CD), Continuous Testing, Site Reliability and Resilience Engineering, DevSecOps, ChatOps, Monitoring and Observability, Value Stream Management, and Platform Engineering DevOps' relationship with Agile, Lean, and IT service management (ITSM) Cultural considerations and empowering new behaviors Automation practices including deployment pipelines and DevOps toolchains Industry standard metrics and reporting practices Common challenges, risks and critical success factors and how to get started Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - which extends the classroom experience with online content and tools Pre-class resources including WhatIs? DevOps Digital learner manual (excellent post-class reference) Personal Action Plan Memory exercises, study aids and sample exams GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher Who will your fellow participants be? This course is designed for anyone seeking an understanding of DevOps principles, practices and culture and for the employees and managers responsible for leading DevOps transformations. Pre-requisites: None Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their DevOps Foundation certification by achieving >=65% on the 60-minute, open book exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
DevOps Foundation
Site Reliability Engineering (SRE) Foundation℠
The course has been developed by leveraging key SRE sources, engaging with thought-leaders in the space and working with organizations embracing SRE to extract real-life best practices. It has been designed to teach the key principles and practices necessary for starting SRE adoption.
The SRE (Site Reliability Engineering) Foundation course is an introduction to the principles & practices that enable organizations to reliably and economically scale critical services. This 16-hour course introduces a range of practices for improving service reliability through a mixture of automation, working methods and organizational realignment. The course highlights the evolution of SRE and its future direction, and equips participants with the practices, methods, and tools to engage people across the organization. The course includes real-life scenarios and case stories, and provides participants tangible takeaways. Course Objectives: The learning objectives for SRE Foundation include an understanding of: The history of SRE and its emergence at Google The inter-relationship of SRE with DevOps and other popular frameworks The underlying principles behind SRE Service level objectives (SLOs) and their user focus Service level indicators (SLIs) and the modern monitoring landscape Error budgets and error budget policies Toil and its effect on an organization’s productivity Practical steps that can help to eliminate toil Observability as something to indicate the health of a service SRE tools, automation techniques, and the importance of security Anti-fragility, an approach to failure and failure testing The organizational impact that introducing SRE brings Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - which extends the classroom experience with online content and tools Digital learner manual (excellent post-class reference) Sample documents and templates Reference cards Personal Action Plan Memory exercises, study aids and sample exams GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher Who will your fellow participants be? While fit for all who are interested to site reliability, this course is tailored for those focused on creating ultra-scalable and highly reliable distributed software systems. Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their SRE Foundation certification by achieving >=65% on the 60-minute, open book exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
Site Reliability Engineering (SRE) Practitioner℠
Today’s organizations deal with a higher volume of change in a more complex technical environment leading to a higher risk of outages and incidents. IT teams must improve service reliability and system resiliency. The SRE discipline introduces the operational practices needed to manage services at scale. The SRE role has become one of the fastest-growing enterprise roles. To support the growing need for SRE professionals with the latest skills, this 24-hour course introduces advanced SRE practices, methods and tools for those focused on large-scale service scalability and reliability. It provides a practical view of how to successfully implement an SRE culture in your organization, along with anti-patterns to avoid. Course Objectives: The learning objectives for SRE Practitioner include an understanding of: How to successfully implement an SRE culture SRE anti-patterns and how to overcome these patterns How to use service level indicators (SLIs), service level objectives (SLOs), and error budgets in a distributed ecosystem How to build security and resilience in a distributed, zero-trust environment How to implement full stack observability How to move from reactive to proactive to predictive incident management The importance of platform engineering How to implement chaos engineering Possible SRE implementation patterns and designing a roadmap Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - which extends the classroom experience with online content and tools Digital learner manual (excellent post-class reference) Sample documents and templates Reference cards Personal Action Plan Memory exercises, study aids and sample exams GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher Who will your fellow participants be? The target audience for this course is anyone focused on large-scale service scalability and reliability, and anyone interested in developing a roadmap for the practical implementation of a SRE culture. Certification: Learners will be equipped to earn the SRE Practitioner certification by achieving a passing score (65%) on the 90-minute open-book exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
This course has been developed by leveraging key SRE sources, engaging with thought-leaders in the space and working with organizations embracing SRE to extract real-life best practices. It has been designed to teach the advanced principles and practices necessary for SRE to flourish in your organization.
AIOps Foundation introduces the origins of AIOps, including the history behind the term, patterns that preceded it, and the technology context in which it has evolved. Candidates will gain an understanding of the processes of combining big data analytics, machine learning algorithms, automation, and optimization into a single platform. This certification course addresses foundational AIOps concepts along with its core technologies: big data and machine learning. Candidates are introduced to the shifts and strategies that enable a successful AIOps implementation and to how AIOps can drive value for the business. AIOps Foundation will validate candidates’ understanding of how and why digital transformation, together with the evolution of machine learning, have brought about the rise of AIOps as an indispensable tool in today’s IT operational landscape. Course Objectives: At the end of the course, the following learning objectives are expected to be achieved: Understand the origins, drivers and influencers, and stages of AIOps Define and comprehend key terms and basic concepts within AIOps Understand general concepts of big data and machine learning and how they relate to AIOps Recognize the relationship between AIOps and MLOps Understand how to effectively implement AIOps and measure the benefits Understand the changes in mindset, collaboration and skills for AIOps to be of value Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - which extends the classroom experience with online content and tools Digital learner manual (excellent post-class reference) Sample documents and templates Reference card Personal Action Plan Memory exercises, study aids and sample exam questions GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher Pre-requisites: Familiarity with IT terminology and IT-related work experience are recommended. Certification: Learners will be equipped to earn the AIOps Foundation certification by achieving a passing score (65%) on the 60-minute open-book exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
AIOps Foundation
Core technologies of machine learning and big data will be addressed, as well as the basic concepts of artificial intelligence, different types of machine learning models that can be implemented, and the relationship between AIOps and MLOps, DevOps, and Site Reliability. We also cover common challenges and key steps in ensuring the valuable and successful integration of artificial intelligence in the day-to-day operations of information technology solutions.
Observability Foundation
This course was developed by leveraging key experts in the field of telemetry, sources of knowledge and engaging with thought-leaders in the observability space, along with working with organizations who have crossed the chasm of modern observability to extract real-life best practices.
The Observability Foundation course introduces a range of practices for advancing resilience and how to architect end-to-end observability for cloud-native applications. We equip participants with the practices, methods, and tools to engage people across the organization involved in observability by using real-life scenarios and case stories. Upon completion of the course, participants will have tangible takeaways to leverage that fit their organizational context. Course Objectives: At the end of the course, the following learning objectives are expected to be achieved: Practical view of how to successfully implement a flourishing observability culture in your organization The underlying principles of observability and why monitoring on its own will not provide the required results in microservices-based containerized environments Understanding the three pillars of observability Adopting open telemetry standards to achieve innovation and distributed tracing in a seamless manner Observability Maturity Model and the measurement of practical observability Implementing full stack observability and distributed tracing to enable a DevSecOps culture Curating observability using AI to move from reactive to proactive to predictive incident management Implementing network, container level observability and why security a first class citizen in building the observability culture What time-based topology is, and how it adds value in observability for a distributed environment The data paradox, and how to address data issues using a systematic approach (DataOps) to build a clean observability pipeline How to feed forward DevSecOps wisdom into observability Observability practices for DevSecOps and SRE Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - which extends the classroom experience with online content and tools Digital learner manual (excellent post-class reference) Sample documents and templates Reference cards Personal Action Plan Memory exercises, study aids and sample exams GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher Pre-requisites: Familiarity with IT terminology and IT related work experience are recommended. Certification: Learners will be equipped to earn the Observability Foundation certification by achieving a passing score (65%) on the 60-minute open-book exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
Coming 2025
DevOps Leader
The DevOps Leader course not only provides a strong foundation in DevOps, it also provides a unique and practical experience for participants who want to take a transformational leadership approach and make an impact within their organization by implementing DevOps. Leading people through a cultural transformation requires new skills, innovative thinking and leadership. This 16-hour course highlights the human dynamics of cultural change and equips participants with practices, methods, and tools to engage people across the DevOps spectrum through the use of real-life scenarios and case studies. Upon completion of the course, participants will have tangible takeaways to leverage when back in the office. Course Objectives: The learning objectives for DevOps Leader include an understanding of: DevOps and time to value Mindset and mental models Key differences between DevOps IT and traditional IT Target operating models and organizational design Performance management, rewards and motivation Preparing investment cases Focusing on value outcomes Ideas for organizing workflows Empowerment and participation Defining meaningful metrics Value stream mapping (high-level) Getting started Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - which extends the classroom experience with online content and tools Digital learner manual (excellent post-class reference) Sample documents and templates Reference cards Personal Action Plan Memory exercises, study aids and sample exams GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher Who will your fellow participants be? Leaders up, down and across the IT organization who know they must align and collaborate to break down silos and evolve the organization. Prerequisite: DevOps Foundation training is recommended, but not required Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their DevOps Leader certification and designation by achieving >=65% on the 60-minute, open book exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
The course was developed by leveraging key DevOps leadership sources to extract real-life best practices in leading DevOps initiatives, such as the Spotify Squad Model, and has been designed to teach the key differences and emerging practices for cultural transformation through leadership in a fast-paced DevOps and Agile environment.
DevSecOps Foundation (DSOF)
Today, the idea that every company is a software company is well understood. As more organizations embrace DevOps to accelerate software delivery and operational performance, understaffed security teams and long security reviews are increasingly viewed as a constraint. DevSecOps offers a better way. Delivering development, security, and operations at the speed of business should be an essential component for any modern enterprise. This course explains how DevOps security practices differ from other approaches and then delivers the education needed to apply changes to your organization. Participants learn the purpose, benefits, concepts, vocabulary and practices of DevSecOps. Most importantly, students learn how DevSecOps roles fit with a DevOps culture and organization. At the end of this course participants will understand how to deliver better value outcomes sooner, safer, and happier and how to achieve continuous compliance. Course Objectives: The learning objectives for this course include an understanding of: The purpose, benefits, concepts and vocabulary of DevSecOps How DevOps security practices differ from other security approaches Business-driven security strategies and best practices Understanding and applying data and security sciences Integrating corporate stakeholders into DevSecOps practices Enhancing communication between Dev, Sec, and Ops teams How DevSecOps roles fit in a DevOps culture and organization Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - which extends the classroom experience with online content and tools Digital learner manual (excellent post-class reference) Reference card Memory exercises, study aids and sample exam questions Personal Action Plan GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher Who will your fellow participants be? Anyone interested in learning about DevSecOps practices, including IT security professionals, software engineers, DevOps engineers, site reliability engineers, compliance professionals, software deliver professionals, etc. Prerequisite: DevOps Foundation training is recommended, but not required Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their DevSecOps Foundation certification by achieving >=65% on the 60-minute open-book exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
In today’s fast-paced digital landscape, security can no longer be an afterthought. DevSecOps integrates security into every stage of the software development lifecycle—empowering teams to build resilient, compliant, and secure applications without sacrificing speed. DevSecOps Practitioner introduces a range of practices for advancing to a more comprehensive understanding of DevSecOps. Participants explore practical outcomes by finding the right mix of people, building processes to accelerate value, and comparing technological options available today. Tailored for practitioners working in recently transformed organizations who are looking to enhance their DevSecOps skills and awareness, this course focuses on the advanced practices needed to enhance your organization's security and development capabilities. Participants explore advanced DevSecOps methods, techniques and tools along with how people, processes and technology are combined to improve reliability and outcomes. Using real-life scenarios and case studies, participants leave class with tangible takeaways to leverage when back at the office. Topics Covered: DevSecOps principles and pillars The DevSecOps capability maturity model Measuring and observing DevSecOps outcomes Architecting and planning for DevSecOps Creating DevSecOps infrastructure Establishing a secure DevOps pipeline Understanding the future of DevSecOps Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - which extends the classroom experience with online content and tools Digital learner manual (excellent post-class reference) Reference card Personal Action Plan Memory exercises, study aids and sample exam questions GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher Who will your fellow participants be? Anyone interested in learning about DevSecOps practices, includingIT security professionals, software engineers, DevOps engineers, site reliability engineers, compliance professionals, software deliver professionals, business stakeholders, IT leaders, product owners, IT consultants, etc. Prerequisite: DevOps Foundation and/or DevSecOps Foundation training is recommended, but not required Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their DevSecOps Practitoner certification by achieving >=65% on the 90-minute exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
DevSecOps Practitioner (DSOP)
This 4-hour course introduces Experience Level Agreements (XLAs) and the Experience Optimization Framework™. In class we use interactive exercises to nail down the concept of XLAs, setting learners on a solid path to improving service delivery and performance outcomes, by focusing on experience.
Essence of Experience The Art & Science of Experience
Engage with skilled and expert instructors to learn the unvarnished truth of the Art & Science of Experience and how XLAs are changing the way we design and manage technology. In Class Experience: Learners will acquire a practical understanding of the anatomy of an XLA and how it relates to the flow of work in an organization. In class we: Compare and contrast an XLA approach with the more traditional KPI/SLA approach, and show how they work together Introduce the Art & Science of Experience and the Experience Optimization Framework™ Show how XLAs accurately measure moments over time and anticipate experience - prior to an incident Walk through real-life examples, case studies and group exercises to take learning from thinking to action Course / Student Materials: Instructor-led education and assignment facilitation Access to ITSM Academy's Learner Portal - my.itsmacademy.com - which extends the classroom experience with online content and tools Digital learner manual (excellent post-class reference) Sample documents and templates Reference cards Personal Action Plan Memory exercises, study aids and sample exams GAME ON! An Interactive Learning Experience® In-class exam preparation and exam voucher for an open book exam Who will be your fellow participants? This class is for all professionals and organizations struggling to improve their customer and employee experience. Many past attendees had heard of XLAs, but just as many found this training while searching to improve on their traditional SLAs. Prerequisite: An understanding of ITSM principles and practices is beneficial Certification: Learners are equipped to earn their Experience Champion certificate by achieving a passing score (65%) on the 30-minute exam, consisting of 10 multiple choice questions.
People will forget what you said, people will forget what you did, but people will always remember how you made them feel.
In an ongoing poll, only 1.8% of respondents said they were happy with their Service Level Agreements (SLAs). Additionally, 94.5% responded their SLAs are internally focused and are not about the customer, the employee or the experience.
Unlike traditional classroom discount programs, Content Licensing is great for the training budget, while empowering organizations to deliver flexible, personalized training
Train-The-Trainer Program We offer a robust, yet flexible, Train-the-Trainer (T3) program. For Trainer Candidates who are new to instruction, the full program steps are show below. For experienced instructors, we co-create a custom plan. This is often as simple as achieving the course certification, completing the required paperwork and receiving mentorship from one of our Supervising Instructors.
All content is developed or enhanced in-house and available for licensing to qualifying organizations ITIL | DevOps Agile Service Management EX / XLA | VSM
Contact us to discuss your organization's potential Return on Investment.
Today's economic climate challenges organizations to accomplish their training goals with restricted budgets. Overcome this with our Courseware Licensing and Train-the-Trainer Programs. We provide quality courseware, expert mentorship, meaningful classroom experiences and actionable feedback.
Step 1
Attend ITSM Academy class and earn certification
Step 2
Audit ITSM Academy class
Step 3
Complete paperwork for submission to the Exam Institute Each trainer applicant must meet or exceed the course Accreditor requirements
Step 4
Co-train class with a supervising instructor
Step 5
Lead class, observed by an ITSM Academy approved instructor
Being a part of our trainer network allows instructors to share in, and contribute to, the overall ITSM training community. Although Trainer Candidates can soon be teaching our courseware on their own, our program ensures they are never truly alone. As an Approved Instructor, trainers have the ability to easily submit recommended revisions and ideas to be incorporated into future releases. Further, ITSM Academy is active in the global Service Management and DevOps industries. Through our participation with these groups, instructor’s voices can be heard on all issues; certifications, standards or anything leading to improving the quality of the industries.
"I have taught on pretty much every training company's materials. No other content comes even close to the quality of ITSM Academy's materials, or their support staff." ~ Keith S., veteran ITIL instructor
Approved Instructors are capable of delivering high quality training, effectively intertwining theory and real life stories and scenarios. This training style encourages active group participation, allowing all learners to bring from class a wealth of practical knowledge. And of course, they have all the tools required to successfully prepare learners for the certification exam.
Courseware Licensing Program Benefits: A staff instructor who understands culture and uses company-specific examples The ability to train more staff members due to lower per learner costs Freedom to schedule classes on demand Reduced or eliminated instructor travel expenses Skilled internal resources to assist with process implementation Participation in Interactive GAME ON! Experience®
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The Story of the Academy Today, ITSM Academy is widely recognized for its expertise in multiple IT frameworks (ITSM, ITIL, Process Engineering (CPDE), DevOps, Agile Service Management, Lean) and, more importantly, how they work together. But that's not where we started. The founders of ITSM Academy “grew up” in the world of Help Desks. As our careers progressed, we graduated to Senior Management roles within our organizations. As the first wave of IT Service Management (ITSM) and ITIL reached the shores of the United States, we were hooked. An internationally accepted collection of best practices focused on reducing IT costs and improving customer satisfaction was here. We had to get our arms around this! So, like many of you, our research began. It became obvious to us that education and networking would be our first steps. Local resources were limited – so we gathered some colleagues to help start the South Florida itSMF USA Local Interest Group (LIG). We also began the hunt for quality ITIL training. At the time, options were very limited. As they say, one thing led to another... To help fill the void, in 2004, we founded ITSM Academy and set our sights on developing "Americanized" training content and achieving Accreditation. From the start, we were committed to building content of the highest possible quality. By 2005, we had developed in-house, all available ITIL v2 training, including Service Manager. Read more of the story here... By now, you’ve likely researched more than one training provider. What makes ITSM Academy different? Why should you choose us? “Our business values are founded in trust, loyalty, professionalism and long term relationships. We provide personalized solutions based on those same values and built on the foundation on our own experiences – as IT Professionals.” Sounds nice, but can we back that statement up? We don’t need to. Our 100,000+ (and growing!) alumni and our instructors do it for us. They are happy to talk about the quality and personalized services they receive from ITSM Academy. Read more of the story here...
ITSM Academy We are a female owned small business, established in 2004. Our extensive catalog contains accredited and sustainable IT Service Management (ITSM) education and advice including; ITIL®, DevOps, Process Design (CPDE), Agile, Site Reliability Engineering (SRE), Value Stream Mapping (VSM) and Experience Level Agreement (XLA). Our business values are founded on trust, loyalty, professionalism and long term relationships. ...educate and inspire is not just our corporate slogan, it speaks to our core mission and goal. Follow our founder and CXO, Lisa Schwartz, on LinkedIn. ___________________________ Instructors Every ITSM Academy instructor is certified to the highest levels in the areas they train. They have years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real-life stories and scenarios. Using the highest quality content, this engaging training style encourages active group participation, allowing all learners to bring from class a wealth of practical and actionable knowledge. ___________________________ Accreditations All of ITSM Academy’s certification courseware is developed or enhanced in-house and is accredited by independent, international organizations where applicable. ___________________________ Game On! - Interactive Learning Involves students in active learning, using the engaging qualities of a game, fueled by our subject matter experts. ___________________________ Courseware Licensing (all developed or enhanced in house) In addition to our public and corporate/onsite training, our courseware is available for licensing / co-branding under our flexible licensing program, including Train-the-Trainer (for qualifying organizations). ___________________________ my.itsmacademy.com (digital portal) Extends the learning experience with games, videos, exercises, sample exams, and course materials. It also provides instructors a vast repository of information and guidance to successfully prepare for and teach our courses. ___________________________ Professional Education Hours (CPDs/PDUs/CPEs/CEUs): ITSM Academy is proud to make it possible for individuals who attend our classes to earn professional education hours. (e.g., CPDs, PDUs, CPEs, CEUs). These professional education hours can be submitted to associations such as PeopleCert, the Project Management Institute and ISACA, if applicable.
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