Gerenciamento de Serviços de TI

Go to Course: https://www.coursera.org/learn/gerenciamento-de-servicos-de-ti

Introduction

**Course Review: Gerenciamento de Serviços de TI on Coursera** **Course Name:** Gerenciamento de Serviços de TI **Platform:** Coursera **Overview:** The "Gerenciamento de Serviços de TI" course offers a comprehensive introduction to IT service management based on the ITIL4 library principles. This course is tailored for professionals seeking to rethink and revitalize IT services by understanding value creation, user involvement, and the strategic importance of service management within an organization. **Course Highlights:** The course is structured in four informative modules, each designed to build on the previous one and deepen your understanding of IT service management: 1. **Módulo 1 | Novos Conceitos: Criação Conjunta de Valor** This module focuses on the evolution of the ITIL framework. It discusses its role as a global reference and the persistent challenges with implementing its practices. You will learn to view IT services from a modern perspective, exploring governance aspects and associated guidelines essential for effective service delivery. 2. **Módulo 2 | PRINCÍPIOS NORTEADORES E DIMENSÕES DO SERVIÇO** This section delves into guiding principles for ITIL4, making connections to Agile methodologies and contemporary IT roles like DevOps. The dimensions of Organizations and People, Information and Technology, Partners and Suppliers, Value Streams, and Processes are explored to highlight their significance in service construction. 3. **Módulo 3 | Sistema de Valor do Serviço** Here, you'll gain insights into the service value system, identifying its components and their relationship with overall value systems, opportunities, and demand. Understanding this system is crucial for effectively managing IT services in various organizational contexts. 4. **Módulo 4 | Práticas de Gerenciamento de Serviços** This module covers essential service management practices and how to choose those that support the Service Desk. You will learn how to design service desks oriented towards innovative new services and understand the evolution from traditional service desks to modern implementations. **Course Format and Delivery:** The course utilizes a blend of video lectures, readings, and practical assignments to facilitate learning. Each module is engaging, with expert instructors ensuring clarity and depth of understanding. Participants can access discussion forums to share insights and engage with peers, enhancing the learning experience. **Pros:** - **In-depth Learning:** The course covers both foundational concepts and practical implications in IT service management. - **Current Perspectives:** The alignment with ITIL4, Agile, and DevOps ensures the content is relevant and up-to-date. - **User Engagement Focus:** Emphasizing the importance of user involvement in service construction is a major highlight, enabling learners to adopt a more holistic view of service management. **Cons:** - **Language Barrier:** As the course content is primarily in Portuguese, non-Portuguese speakers may find it challenging. - **Time Commitment:** Like many comprehensive courses, it requires a significant investment of time that may not be feasible for everyone. **Who Should Take This Course?** This course is ideal for IT professionals, service managers, and anyone interested in enhancing their understanding of effective service management within information technology. If you are looking to align IT services more closely with business needs while fostering innovation and client satisfaction, this course is highly recommended. **Conclusion:** The "Gerenciamento de Serviços de TI" course on Coursera is a valuable resource for those wishing to elevate their knowledge and skills in IT service management. It successfully marries theoretical knowledge with practical application, guided by a framework that is widely recognized in the industry. By completing this course, participants will be well-equipped to rethink IT services and deliver true value to their organizations. Don't miss the opportunity to enroll and transform your approach to IT service management.

Syllabus

Módulo 1 | Novos Conceitos: Criação Conjunta de Valor

Descreveremos a evolução da biblioteca ITIL. Veremos que a biblioteca ITIL passou a ser uma referência global para serviços de TI mas que ainda existem muitas dificuldades com a implantação das muitas práticas sugeridas. Discutiremos novas formas de pensar o serviço entregue pela TI. Discutiremos aspectos da governança dos serviços e diretrizes associadas.

Trataremos dos princípios norteadores para a biblioteca ITIL4 e faremos os vínculos com o movimento Agile e novas atribuições na TI como o DevOps. Entenderemos como as dimensões Organizações e Pessoas, Informação e Tecnologia, Parceiros e Fornecedores, Fluxos de Valor e Processos norteiam a construção dos serviços de TI.

Descreveremos o sistema de valor do serviço e definiremos quais os seus componentes e o vincularemos ao sistema de valor, as oportunidades e a demanda.

Discutiremos as principais práticas de gerenciamento de serviços e como escolhemos as práticas que apoiam a Central de Serviço. Veremos os tipos de central de serviço e como projetá-las com a orientação para novos serviços de inovação. Discutiremos o que mudou na central de serviços tradicional e como projetar a nova central de serviços.