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IT-Shaped Information Technology Service Managment Foundation – T-ITSMF

Official Preparatory Course for the IT-Shaped Exam

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Sobre o Curso

You will learn in this training everything about the fundamental concepts of ITSM described in frameworks and libraries such as ITIL, VeriSM, MOF, ISO/IEC 20000, Scrum, Lean, DevOps, and much more.

This course is recommended for all professionals who want to understand how an Information Technology area works, as well as all its processes.

Público Alvo

All professionals who want to enter the ITSM field.

This training is the starting point to learn about ITSM best practices and processes.

Exame e Certificação

This course is preparatory for the official IT-Shaped T-ITSMF certification exam.

Exam languages: Portuguese and English
Number of questions: 40 questions
Exam duration: 1 hour
Passing score: 65% (26/40)
Difficulty level: Easy
Prerequisites: IT-Shaped strongly recommends the T-ITSMF preparatory course
Open book exam: No
Exam format: Online

Sobre o Instrutor

15 anos de excelência em treinamento com mais de 71.000 alunos aprovados.

Adriano é um ITIL Master, consultor e autor de 6 livros, trazendo 25 anos de experiência e mais de 50 certificações em Gestão de TI, Segurança e Governança. Como líder da maior comunidade de ITSM e DPSM (mais de 220 mil inscritos no YouTube), ele combina seu MBA pela FGV — uma das melhores escolas de negócios do mundo — com uma especialização em Neurociência para orientar uma rede global de mais de 71.000 alunos. Sua missão é clara: desmistificar a gestão complexa e transformar conhecimento técnico em valor tangível e impacto no mercado.

Adriano Martins Antonio, ITIL 4 Master

Tradutor oficial do Guia ITIL Foundation (Versão 5)

Conteúdo

Product or service?
Managing a service of a product
IT service of a product
Managing IT services
Concept of services, according to ITIL
What do we, in IT, deliver?
Concept of products, according to ITIL
What is product management?
What is service management?
What is IT service management (ITSM)?
ITSM concepts according to ITIL 4
IT service management practices or processes
Lesson Exercise – What is ITSM

Introduction to guides and frameworks
Why adopt a framework
How can frameworks be applied in IT management?
Fanaticism
Fit and overlap
Integration between domains
Result for IT or for business?
Positioning and levels
Is ITIL a framework, guide, or guidance?
Best practices
It only works on paper
Public domain best practices
How to demonstrate best practices
Best practices or processes?
Lesson Exercise – Frameworks and Best Practices

Who is to blame?
Does technology alone solve IT problems?
Source of operational problems
Microsoft® customer data
The 4 Ps of service management
The four dimensions of service management
Does technology alone solve IT problems?
The four dimensions of service management
The four dimensions of service management 1. Organizations and people
The four dimensions of service management 2. Information and technology
The four dimensions of service management 3. Partners and suppliers
The four dimensions of service management 4. Value streams and processes
The four dimensions of service management
Lesson Exercise – Involved in ITSM – 4Ps

Evolution of IT service management
Digital services
Consumers and providers
Service management
Good service provider
Entrepreneurial culture
Fourth industrial revolution
Digital transformation
ITIL 4 in digital transformation
Optimization or disruption
Impact across the organization
Impact on products and services
Impact on service management
Digital transformation challenges
The impact of emerging technologies
The impact of the cloud
Progressive practices
Lesson Exercise – Digital Transformation Principles

ITIL, Scrum, and DevOps
ITIL and Scrum
ITIL and Agile
ITIL, Agile, and DevOps
Agile and ITIL Guiding Principles
New Practices, New Changes
Common Success Factors for Agile Practices
Which is the Best Agile ITSM Practice to Adopt
Agile Service Management
Key Agile Concepts
Value of Agile
4 values and 12 principles
Agile Mindset
Traditional Development Practices
Benefits of Agile
Challenges of Agile
Situations Where Agile is Effective
When Agile is Not Suitable
Effective Agile Service Management
Agile and Service Management
Lesson Exercise – Agile Principles and ITSM

What is DevOps
Problems DevOps Solves
DevOps and More Practices
DevOps Values
Three Ways of DevOps Philosophy
Continuous Testing and Delivery
Continuous Release Process
Automation for Speed and Infrastructure as Code
Selecting DevOps As A Management Practice
Benefits and Challenges of DevOps
DevOps and its Variations
DevOps and Service Management
Lesson Exercise – ITSM and DevOps Practices

Service Integration and Management (SIAM)
SIAM as a Service Broker
Service Broker
Service Governance
Layers in the SIAM Ecosystem
When to use SIAM
When SIAM is Not Recommended
Benefits of SIAM
Challenges of SIAM
Benefits of a Lead Supplier
Challenges of a Lead Supplier
Hiring a Service Integrator
Being a Supplier or a Potential Service Integrator
Lesson Exercise – ITSM and SIAM Practices

Lean
Lean Principles
Key Lean Concepts
Value Stream Mapping and Analysis
When Lean is Most Effective
When Lean is Not Recommended
Benefits of Lean
Challenges of Lean
Lean Six Sigma
Business Process Management – BPM
Total Quality Management – TQM
Lean and Service Management
Tools and Techniques for Flow Improvement
Manage Waste
Lesson Exercise – ITSM and Lean Practices

Shift Left
Shift Left Examples
Pushing Activities to the Left
How to Apply Shift Left
Shift Left Activities
Shift Left Support Example
Shift Left Action Example
Shift Left Breadth
Self-Service Example with Shift Left
When Shift Left is Recommended
When Shift Left is Not Recommended
Benefits of Shift Left
Challenges of Shift Left
Dealing with Knowledge Management
Test-Driven Development
Shift Left Testing and Support
Shift Left and Service Management
Lesson Exercises – ITSM and Shift Left Practices

Customer and User Experience
CX is Different from UX
CX versus UX
Importance of CX
Result of a Good Experience
Meeting Expectations and Needs
Key CX and UX Concepts
Net Promoter Score® (NPS®)
User and Customer Experience Design
Success Factors
When CX and UX are Recommended
When CX and UX are Not Recommended
Benefits of CX / UX
Challenges of CX / UX
Customer Journey
Design Thinking
Persona Analysis
Challenges in Managing Consumer Expectations
Evaluating CX and UX Practices
Lesson Exercise – ITSM and UX/CX Practices

Key Concepts of Continuous Delivery
Aspects of Continuous Delivery
Continuous Delivery
Adopting Continuous Delivery
Testing in Continuous Delivery
When Continuous Delivery is Recommended
When Continuous Delivery is Not Recommended
Benefits of Continuous Delivery
Challenges of Continuous Delivery
Application Lifecycle Management – ALM
Automated Testing
Continuous Delivery and Service Management
Continuous Delivery in the Planning Phase
Lesson Exercise – ITSM and Continuous Delivery Practices

Kanban
Kanban Example
Theory of Constraints
Five Steps of Improvement
Details of the 5 Steps
Improvement Kata and Kaizen
Kata
SWOT Analysis
SWOT Analysis Example
Lesson Exercise – ITSM, Kanban, Kaizen, and Theory of Constraints Practices

History of ITIL
Recent Publications
ITIL is not a methodology
What is ITIL?
Why is ITIL a success?
ISO/IEC 20000 Framework
Parts of the standard
ISO/IEC 20000 in IT management
Why do we need IT management?
Adapt and adopt
The value of service management
How is ISO/IEC 20000 divided?
Service management system
Structure and content of ISO/IEC 20000-1
Scope
ITIL, Scrum, and DevOps
ITIL and Scrum
ITIL and Agile
ITIL, Agile, and DevOps
Agile and ITIL Guiding Principles
New Practices, New Changes
Common Success Factors for Agile Practices
Which is the Best Agile ITSM Practice to Adopt
Agile Service Management
Key Agile Concepts
Value of Agile
4 values and 12 principles
Agile Mindset
Traditional Development Practices
Benefits of Agile
Challenges of Agile
Situations Where Agile is Effective
When Agile is Not Suitable
Effective Agile Service Management
Agile and Service Management
Lesson Exercise – Relating ITIL to ISO/IEC 20000

T-ITSMF Mock Exam – 1: 40 questions
T-ITSMF Mock Exam – 2: 40 questions
T-ITSMF Mock Exam – 3: 40 questions
T-ITSMF Mock Exam – 4: 40 questions

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