Enroll Course: https://www.coursera.org/learn/gerenciamento-de-servicos-de-ti
In the ever-evolving landscape of technology, effective IT Service Management (ITSM) is no longer a luxury, but a necessity. I recently completed the “Gerenciamento de Serviços de TI” course on Coursera, and it provided a comprehensive and modern perspective on ITSM, deeply rooted in the ITIL 4 framework. This course is an excellent resource for anyone looking to understand and implement value-driven IT services.
The course begins by tracing the evolution of the ITIL library, highlighting its status as a global reference while acknowledging the common challenges in implementation. It then pivots to a fresh approach, focusing on the co-creation of value and a new perspective on building a service value system. This shift in thinking is crucial for aligning IT services with business objectives.
Module 2 delves into the guiding principles of ITIL 4, drawing clear connections to Agile methodologies and contemporary IT roles like DevOps. It thoroughly explains the four dimensions of service management – Organizations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes – and how they collectively shape IT service delivery. Understanding these dimensions is key to building robust and adaptable IT services.
The third module focuses on the Service Value System, detailing its components and illustrating its relationship with opportunities, demand, and the overall value chain. This section is particularly insightful for grasping how IT services contribute directly to business value.
Finally, Module 4 explores the core Service Management practices, with a specific emphasis on their application within a Service Desk. The course discusses different types of Service Desks, offering guidance on designing innovative service delivery models and how traditional Service Desks are transforming. It provides practical insights into projecting and optimizing service support functions.
Overall, “Gerenciamento de Serviços de TI” is a well-structured and informative course. It successfully bridges the gap between theoretical ITIL 4 concepts and practical application, providing learners with the knowledge to rethink and enhance their IT service strategies. I highly recommend this course to IT professionals, managers, and anyone involved in delivering or managing IT services who wants to ensure their services are truly value-centric.
Enroll Course: https://www.coursera.org/learn/gerenciamento-de-servicos-de-ti