Glenfis Trainings on
Practical Workshops

Agile Service Management combines the application and integration of agile principles and procedures with service management processes and process design. It addresses the rigidity that can creep in or has crept in through the bureaucratic approach with the ITIL framework and improves overall IT efficiency and effectiveness by enabling team members to respond with agility to changing business requirements across the framework. The IT/Business discussion is now based on value rather than cost.

This practical Agile Service Management workshop uses concrete case studies to show how agile methods can be applied in service management. The workshop provides an understanding of how agility, value chains and value streams are related to practices, processes and services. An IT operating model based on value chains will be developed and a value stream mapping will be carried out using practical examples.

This workshop will be conducted by two experienced coaches.

We will work with you on the following topics:

• Agile Service Management - Significance and Positioning
• Value Chain & Value Stream Concept
• News from the ITIL4 Framework
• The principles of agile service Management
• Agile development of processes
• Agile Service Management & new technologies, frameworks & methods (e.g. SAFe; DevOps)
• Architecture of an e2e-data structure to enable process automation based on IT4IT
• Value Stream Mapping Practical exercises in the areas of "Service Subscription to Fulfillment to Monitoring to Charging" and "Demand to Portfolio to Development to Deployment"

No specific prior knowledge required. Experience in service management is an advantage.