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+71k students

IT-Shaped Information Technology Service Managment Foundation – T-ITSMF
Official Preparatory Course for the IT-Shaped Exam

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Rated 5 out of 5

Reviews

Pass rate 96%

🇺🇸 🇬🇧 English Edition Launching Soon!

Due to high global demand, we are currently recording the official English version. Join the VIP Waitlist to get notified and secure an exclusive early-bird discount.

🇺🇸 🇬🇧 English Edition Launching Soon!

Due to high global demand, we are currently recording the official English version. Join the VIP Waitlist to get notified and secure an exclusive early-bird discount.

299.00 USD

198.00 USD

  • Exam Voucher - valid for 1 year
Get Certified Now

* Discounted price valid for individuals only. For corporate billing, please check our pricing policy

Rated 5 out of 5

Reviews

Pass rate 96%

🇺🇸 🇬🇧 English Edition Launching Soon!

Due to high global demand, we are currently recording the official English version. Join the VIP Waitlist to get notified and secure an exclusive early-bird discount.

299,00 €

198,00 € incl. VAT

  • Exam Voucher - valid for 1 year
Get Certified Now

* Discounted price valid for individuals only. For corporate billing, please check our pricing policy

Corporate Training Clients

About the course

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.

Who Should Attend

All professionals who want to enter the ITSM field.

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

Certification & Exam

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

About Instructor

15 years of excellence in training with over 71,000 successful students.

Adriano is an ITIL Master, consultant, and author of 6 books, bringing 25 years of experience and more than 50 certifications in IT Management, Security, and Governance. As the leader of
the largest ITSM and DPSM community (+220k subscribers on YouTube), he combines his MBA from FGV—one of the world’s top-tier business schools—with a specialization in Neuroscience
to mentor a global network of over 71,000 students. His mission is clear: to demystify complex management and transform technical knowledge into tangible value and market impact.

Adriano Martins Antonio, ITIL 4 Master

Official translator of the ITIL Foundation (Version 5) Guide

Linkedin Youtube Link Medium

Contents

  • 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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For over 15 years, PMG Academy has maintained one of the fastest response SLAs in the market. Whether you are a prospective or enrolled student, our average response time is just 15 minutes!

* Business Hours: Monday to Friday, 13:00 to 22:00 (London Time / GMT+0)

Reviews

Elvis Adriano Oribe Dos Santos
Zoom Tecnologia
May 20, 2024

Great course, easy-to-understand language.

Lucas Amarante
MCIT - Consultoria de Tecnologia
April 22, 2024

The course was very well planned, covering everything from fundamental concepts to more advanced techniques, all in an accessible and practical way. I learned not only theory but also plan to apply the knowledge in projects.

Thiago Henrique Previateri
Aoop Cloud Solutions
April 18, 2024

I believe it is good content for those who want/or need to understand and know ITSM practices to be able to delve deeper or better understand upcoming content and/or specific products.

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