Agile Service Management

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David Pultorak

1:30:28

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[1] Introduction

[1] Transform your organization for todays digital enterprises.mp4

00:44

[2] What you should know.mp4

00:55

[2] 1. Core Principles of Agile Service Management

[1] Stakeholders and their stakes.mp4

03:37

[2] Typical stakeholders of our organization.mp4

03:53

[3] Understanding stakeholders.mp4

03:51

[4] Stakeholder journeys and experiences.mp4

04:16

[5] Stakeholder touchpoints.mp4

04:39

[6] Organization, brand, and offering touchpoints.mp4

02:51

[7] Configuration of organizations, brands, and offerings.mp4

05:01

[8] Functionality and qualities.mp4

04:46

[9] Availability-related qualities.mp4

03:34

[10] Trustworthiness-related qualities.mp4

03:27

[11] Usability and likeability-related qualities.mp4

04:02

[12] Adaptability-related qualities.mp4

03:10

[13] Agile service management assumptions and principles.mp4

01:37

[3] 2. Stakeholder Touchpoint Guides and Constraints

[1] Context, influencers, insights, and your North Star.mp4

02:55

[2] Agile principles and constrainers.mp4

02:56

[3] Settings, channels, and devices.mp4

04:50

[4] 3. Stakeholder Touchpoint Enablers

[1] Resources drawn on at stakeholder touchpoints.mp4

03:36

[2] Capabilities that support good stakeholder experience.mp4

03:10

[5] 4. An Agile Service Management Operating Model

[1] Agile stakeholder experience system.mp4

02:49

[2] Visible management system, stakeholder experiences.mp4

04:32

[3] Develop and transition.mp4

03:18

[4] Promote.mp4

02:47

[5] Deliver.mp4

02:14

[6] Support.mp4

02:24

[7] Improve.mp4

03:49

[6] Conclusion

[1] Next steps with agile service management.mp4

00:45

Description

Service management is the mental model behind ITSM tools like ServiceNow, Nexthink, and HappySignals, as well as the roles, workflows, and information that help you support and deliver the products and services you offer. This course from instructor David Pultorak explains the necessity of service management and how it can best work in an agile environment. David covers the basics of service management—what it is, why it’s important, and practical tips on how to use it. He talks about the stakeholders you must tend to, and the journeys and experiences they take with you. He also imparts his ideas on how to better stage and conduct interactions. As David shows, when individuals, teams, and organizations grasp these concepts, it can make a big difference in everyone’s day-to-day work life.

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Agile

David Pultorak

Instructor's Courses

I help people, teams, and organizations get further, faster building digital enterprise critical capabilities, past intellectual acceptance and on to true 'muscle memory' capability, making the ‘what and why’ and practical ‘how’ easy to grasp and act on.

Linkedin Learning

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LinkedIn Learning is an American online learning provider. It provides video courses taught by industry experts in software, creative, and business skills. It is a subsidiary of LinkedIn. All the courses on LinkedIn fall into four categories: Business, Creative, Technology and Certifications. It was founded in 1995 by Lynda Weinman as Lynda.com before being acquired by LinkedIn in 2015. Microsoft acquired LinkedIn in December 2016.