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ITSM Academy is a DevOps Institute Elite Partner and the lead author on much of the courseware utilized by DOI's global training partners.
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ITSM Academy's DevOps Training Catalog
We deliver 7 DevOps competency-based certifications and 2 non-certifications. Our high-quality content includes more than 160 hours of learning materials (the most in the market). ITSM Academy's DevOps Campus curriculum is based on research and the most up-to-date and relevant resources. Simply put, our role-based development approach focuses on the most modern competencies required by organizations adopting DevOps. Learners should come to ready to participate in lively discussions about improvements, benefits and challenges.
DevOps Campus... at ITSM Academy ITSM Academy, established in 2003, stood up our dedicated DevOps Campus in early 2016. Since that time, we have educated, inspired and certified thousands of learners in DevOps and Agile Service Management. “With the ever growing interest in DevOps and Agile Service Management training, it made sense for us to stand up a campus inside of ITSM Academy. DevOps Campus allows us to laser focus on developing and offering the ever growing list of DevOps and Agile SM courses available,” said Lisa Schwartz, Founder and CEO of ITSM Academy. "In 2019, ITSM Academy began rolling out our Digital Employee Experience (XLA) training which dovetails beautifully off of our DevOps Institute courses," Schwartz continued. Look for this logo! ITSM Academy is a DevOps Institute Elite Partner and the Lead Author on most of the courseware utilized by DOI's global training partners.
The gear symbol denotes the courses ITSM Academy serves as Lead Author of the DevOps Institute's courseware.
Skill Your Squad This role-based approach to certification focuses on the most modern competencies and hireable skills required by organizations adopting DevOps.
ITSM For DevOps
This sixteen (16) hour course describes how to accelerate and modernize your IT service management (ITSM) processes in support of DevOps. Let’s face it, ITSM processes have – at times – a reputation for being heavy handed and bloated. They can also be a constraint in the IT value stream; particularly in organizations adopting Agile and DevOps practices. In this course you will practice and master pragmatic approaches for streamlining and automating existing ITSM processes and for handling compliance as code. This course discusses key ITSM processes that are critical to DevOps and how those processes MUST be adapted to achieve high performance and deliver business value. Course Objectives: The learning objectives for ITSM For DevOps include an understanding of: How companies are struggling with the technological and human challenges of DevOps transformations The role of service management How IT service management is viewed as a constraint How DevOps introduces new ways of thinking and working How to accelerate and automate ITSM processes in support of DevOps ITSM process integration and automation How to leverage Lean and Agile methods to reduce waste and positively impact both the cost and quality of processes and services Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including DevOps - the Basics and ITSM - the Basics Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Access to additional sources of information and communities Who will your Fellow Participants be? The makeup of learners in the course is particularly interesting. We have DevOps team members coming to learn ITSM, and we have ITSM/ITIL team members coming to learn DevOps. Prerequisite: Familiarity with DevOps and/or IT Service Management is recommended, but not required Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their ITSM For DevOps certification by achieving >=65% on the 45-minute, open book exam, consisting of 20 multiple choice questions. Class includes facilitated discussions and exercises that produce deliverables that can put to use immediately
Value Stream Mapping Fundamentals
This sixteen (16) hour course describes how value stream mapping is different than other continuous improvement methods, and why and how it enables organizations to significantly improve and optimize performance. Learn about the anatomy of a value stream, how to build an ‘A’ team of stakeholders to map the value stream, and how to plan and lead a value stream transformation. Class also includes a series of experiential exercises designed to allow attendees to build and practice needed skills. The course describes a step-by-step approach to preparing for and conducting a value stream mapping workshop; along with how to overcome common challenges, avoid common mistakes and produce meaningful / actionable deliverables. Course Objectives: The learning objectives for Value Stream Mapping Fundamentals include an understanding of: Basic Lean concepts Basic value stream concepts The elements and parts of a value stream map The value stream mapping process Value stream mapping roles and activities Planning a value stream mapping workshop Data collection and analysis and techniques Conducting a workshop Producing workshop deliverables Building a transformation plan How to achieve the desired future state Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including a toolkit of invaluable checklists and templates Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Access to additional sources of information and communities Who will your Fellow Participants be? This training is designed to prepare attendees to arrange and/or conduct value stream mapping workshops, whether internally or for their customers. This class is for all professionals and organizations involved in improving the delivery of value to customers Prerequisite: Familiarity with DevOps and/or IT Service Management is recommended, but not required Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their Value Stream Mapping Fundamentals certification by achieving >=65% on the 45-minute, open book exam, consisting of 20 multiple choice questions. Class includes facilitated discussions and exercises that produce deliverables that can put to use immediately
DevOps Foundation
The flagship DevOps certification course, we ensure ITSM Academy's version of the DevOps Institutes' DevOps Foundation certification course is continually improved to stay current. Learn about DevOps leveraging case studies, real world success stories and metrics to demonstrate business success in this foundation-level certification. This sixteen (16) hour course provides an introduction to DevOps – the cultural and professional movement that stresses communication, collaboration, integration and automation in order to improve the flow of work between software developers and IT operations professionals. Improved workflows will result in an improved ability to design, develop, deploy and operate software and services faster. Course Objectives: The learning objectives for DevOps Foundation include an understanding of: DevOps objectives and vocabulary Benefits to the business and IT Principles and practices including Continuous Integration, Continuous Delivery, testing, security and the Three Ways DevOps relationship to Agile, Lean and ITSM Improved workflows, communication and feedback loops Automation practices including deployment pipelines and DevOps toolchains Scaling DevOps for the enterprise Critical success factors and key performance indicators Real-life examples and results Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including DevOps - the Basics Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation DevOps Foundation examination Who will your Fellow Participants be? This course is designed for anyone/everyone seeking an understanding of DevOps principles, practices and culture to the employees and managers responsible for leading DevOps transformations. Prerequisites: None Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their DevOps Foundation certification by achieving >=65% on the 60-minute, open book exam, consisting of 40 multiple choice questions.
The course has been developed by leveraging key SRE sources, engaging with thought-leaders in the space and working with organizations embracing SRE to extract real-life best practices and has been designed to teach the key principles & practices necessary for starting Site Reliability adoption.
Site Reliability Engineering (SRE) Foundation℠
The SRE (Site Reliability Engineering) Foundation course is an introduction to the principles & practices that enable organizations to reliably and economically scale critical services. Introduces a range of practices for improving service reliability through a mixture of automation, working methods and organizational re-alignment. This sixteen (16) hour course highlights the evolution of SRE and its future direction, as well as equips participants with the practices, methods, and tools to engage people across the organization. Course includes tons of real-life scenarios and case stories. Upon completion, participants will have tangible takeaways to leverage when back in the office such as understanding, setting and tracking Service Level Objectives (SLO’s). Course Objectives: The learning objectives for SRE Foundation include an understanding of: The history of SRE and its emergence at Google The inter-relationship of SRE with DevOps and other popular frameworks The underlying principles behind SRE Service Level Objectives (SLO’s) and their user focus Service Level Indicators (SLI’s) and the modern monitoring landscape Error budgets and the associated error budget policies Toil and its effect on an organization’s productivity Some practical steps that can help to eliminate toil Observability as something to indicate the health of a service SRE tools, automation techniques and the importance of security Anti-fragility, our approach to failure and failure testing The organizational impact that introducing SRE brings Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including DevOps - the Basics Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation SRE Leader examination Who will your Fellow Participants be? While fit for all who are interested to site reliability, course is tailored for those focused on large-scale service availability. Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their SRE Foundation certification and designation by achieving >=65% on the 60-minute, open book exam, consisting of 40 multiple choice questions.
The course was developed by leveraging key DevOps leadership sources to extract real-life best practices in leading DevOps initiatives, such as the Spotify Squad Model, and has been designed to teach the key differences and emerging practices for cultural transformation through leadership in a fast-paced DevOps and Agile environment.
DevOps Leader
The DevOps Leader course not only provides a strong foundation in DevOps, it also provides a unique and practical experience for participants who want to take a transformational leadership approach and make an impact within their organization by implementing DevOps. Leading people through a cultural transformation requires new skills, innovative thinking and leadership. This sixteen (16) hour course highlights the human dynamics of cultural change and equips participants with practices, methods, and tools to engage people across the DevOps spectrum through the use of real-life scenarios and case studies. Upon completion of the course, participants will have tangible takeaways to leverage when back in the office such as understanding Value Stream Mapping. Course Objectives: The learning objectives for DevOps Leader include an understanding of: DevOps and time to value Mindset and mental models Key differences between DevOps IT and traditional IT Target operating models and organizational design Performance management, rewards and motivation Preparing investment cases Focusing on value outcomes Ideas for organizing workflows Empowerment and participation Defining meaningful metrics Value stream mapping Getting started Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including DevOps - the Basics Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation DevOps Leader examination Who will your Fellow Participants be? Leaders up-down-and-across the IT organization who know they must align and collaborate to break down silos and evolve the organization. Prerequisite: DevOps Foundation training is recommended, but not required Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their DevOps Leader certification and designation by achieving >=65% on the 60-minute, open book exam, consisting of 40 multiple choice questions.
A Certified Agile Process Owner is the operational counterpart to a development Product Owner. Working together, Process Owners and Product Owners can instill agile thinking into the entire IT organization as the basis of a DevOps culture.
Certified Agile Process Owner (CAPO)®
A process owner is an individual accountable for the performance of a process and for ensuring the process delivers value to its stakeholders. Process owners manage the requirements of process stakeholders, translate those requirements into process performance objectives, and oversee the entire process design and improvement lifecycle. This sixteen (16) hour course describes Process Owner responsibilities and provides the education needed to oversee the design, reengineering and improvement of IT Service Management (ITSM) processes; particularly in the context of Agile Service Management. Participants learn how to use Agile and Lean principles and practices to put in place ‘just enough’ process and how to continually align process performance with overall business goals. Course Objectives: The learning objectives for CAPO include an understanding of: Basic Agile and Agile Service Management concepts Process owner role and responsibilities Managing and prioritizing a process backlog Creating and utilizing user stories Collaborating with process stakeholders and other process owners Overseeing Agile process design and improvement activities Managing organizational change activities Monitoring and measuring process performance Conducting process reviews and identifying improvements Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including DevOps - the Basics Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Certified Agile Process Owner examination Who will your Fellow Participants be? Employees and managers responsible for designing, reengineering or improving processes Prerequisites: Familiarity with IT and IT services Certification: Learners who choose to certify in this Agile SM discipline will be equipped to earn their Certified Agaile Process Owner certification and designation by achieving >=65% on the 60-minute open book exam, consisting of 40 multiple choice questions.
Agile Service Management® is a mark of ITSM Academy, Inc.
A Certified Agile Service Manager is the operational counterpart to a development Scrum Master. Working together, Scrum Masters and Agile Service Manager can instill agile thinking into the entire IT organization as the basis of a DevOps culture.
Certified Agile Service Manager (CASM)®
This course provides an introduction to Agile Service Management, the application, and integration of agile thinking into service management processes and process design projects. Agile thinking improves IT’s effectiveness and efficiency and enables IT to continue to deliver value in the face of changing requirements. This sixteen (16) hour course provides an introduction to Agile Service Management - the application and integration of agile thinking into service management processes and process design projects. Agile thinking improves IT’s effectiveness and efficiency and enables IT to continue to deliver value in the face of changing requirements. Course Objectives: The learning objectives for CASM include an understanding of: What is means to “be Agile” The Agile Manifesto, it's core values and principles Agile concepts and practices including ITSM, Kanban, Lean and DevOps Scrum roles, artifacts and events as it applies to both products and processes The two aspects of Agile Service Management Agile Process Improvement – ensuring processes are lean and deliver “just enough” control Agile Process Design – applying Agile practices to process design projects Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including DevOps - the Basics Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Certified Agile Service Manager examination Who will your Fellow Participants be? Anyone interested in learning more about Agile and SCRUM from a product ("dev") and process ("ops") perspective Prerequisites: Familiarity with IT and IT services Certification: Learners who choose to certify in this Agile SM discipline will be equipped to earn their Certified Agile Process Owner certification and designation by achieving a passing score >=65% on the 60-minute open book exam, consisting of 40 multiple choice questions.
Learn how to optimize testing, to test faster and still obtain good quality and a consistent stable result. This comprehensive course addresses testing in a DevOps environment and covers concepts such as the active use of test automation, testing earlier in the development cycle, and instilling testing skills in developers, quality assurance, security, and operational teams. The course is relevant for every modern IT professional involved in defining or deploying a DevOps testing strategy for their organization, as test engineering is the backbone of DevOps and the primary key for successful DevOps pipeline to support digital transformation. Course Objectives: This sixteen (16) hour course describes culture and team aspects for team engineers, test strategies, test infrastructures, test tools, test automation, best practices, test management and analysis. The learning objectives for CTF include an understanding of: The purpose, benefits, concepts and vocabulary of DevOps testing How DevOps testing differs from other types of testing DevOps testing strategies, test management and results analysis Strategies for selecting test tools and implementing test automation Integration of DevOps testing into Continuous Integration and Continuous Delivery workflows How DevOps testers fit with a DevOps culture, organization and roles Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including DevOps - the Basics Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation DevOps Test Engineer examination Who will your Fellow Participants be? With the advent of DevOps and the movement to break down silos between developers, QA, security and operations, it becomes critically important that all members of an IT team - regardless of what tools they use, or role they play - understand the essentials of testing. Prerequisite: General knowledge of software quality assurance testing concepts DevOps Foundation training is recommended, but not required Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their DevOps Continuous Testing Foundation (CTF) certification and designation by achieving a passing score >=65% in the 60-minute exam, consisting of 40 multiple choice questions.
Continuous Testing Foundation (CTF)
Learn how to architect and orchestrate effective and efficient automated deployment pipelines while delivering higher quality solutions, reducing risk and lowering costs to accelerate business value. The Continuous Delivery Ecosystem Foundation course equips IT professionals with the broad-based competencies necessary in architecting and orchestrating effective and efficient automated deployment pipelines. Key benefits of Continuous Delivery are covered, including increased velocity to assist organizations to respond to market changes rapidly, thus being able to outmaneuver competition, reduce risk and lower costs while releasing higher quality solutions. Increased productivity and employee morale by having more activities performed by pipelines instead of humans so teams can focus on vision while pipelines do the execution. This twenty (20) hour course is built upon the principles and practices highlighted in bestselling books such as “Continuous Delivery,” “Accelerate: The Science of Lean Software and DevOps: Building and Scaling High Performing Technology Organizations,” and more written by thought leaders in the DevOps movement. Course Objectives: The learning objectives for CDEF include an understanding of: Goals, history, terminology, and pipeline The importance, practices, and transformation of a DevOps collaborative culture Design practices, such as modular design and microservices Continuous Integration (CI), such as version control, builds, and remediation Tenets and best practices of Continuous Testing (CT) Continuous Delivery and Deployment (CD): packaging, containers, and release Continuous Monitoring (CM): monitoring and analysis infrastructure, process, and apps Infrastructure and tools: frameworks, tools, and infrastructure as code Security Assurance: DevSecOps The opportunity to hear and share real life scenarios Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including DevOps - the Basics Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation CDEF examination Who will your Fellow Participants be? Anyone involved in or interested in learning about the principles of Continuous Integration & Continuous Delivery. Prerequisite: DevOps Foundation training is recommended, but not required Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their DevOps Continuous Delivery Ecosystem Foundation (CDEF) certification and designation by achieving >=65% on the 60-minute open book exam, consisting of 40 multiple choice questions.
Continuous Delivery Ecosystem Foundation (CDEF)
As companies deploy code faster and more often than ever, new vulnerabilities are also accelerating. When the boss says, “Do more with less”, DevOps practices adds business and security value as an integral, strategic component. Delivering development, security, and operations at the speed of business should be an essential component for any modern enterprise. This course explains how DevOps security practices differ from other approaches then delivers the education needed to apply changes to your organization. Participants learn the purpose, benefits, concepts, vocabulary and applications of DevSecOps. Most importantly, students learn how DevSecOps roles fit with a DevOps culture and organization. At the course’s end, participants will understand “security as code” to make security and compliance value consumable as a service. Course Objectives: The learning objectives for DSOF include an understanding of: The purpose, benefits, concepts and vocabulary of DevSecOps How DevOps security practices differ from other security approaches Business-driven security strategies and Best Practices Understanding and applying data and security sciences Integrating corporate stakeholders into DevSecOps Practices Enhancing communication between Dev, Sec, and Ops teams How DevSecOps roles fit with a DevOps culture and organization Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including DevOps - the Basics Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation DSOF examination Who will your Fellow Participants be? Anyone interested in learning about DevSecOps practices, including Security, Testing, Engineers, etc. Prerequisite: DevOps Foundation training is recommended, but not required Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their DevSecOps Foundation (DSOF) certification and designation by achieving >=65% on the 60-minute exam, consisting of 40 multiple choice questions.
DevSecOps Foundation (DSOF)
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The Story of the Academy Today, ITSM Academy is widely recognized for its expertise in multiple IT frameworks (ITIL, DevOps, Agile Service Management, Lean) and, more importantly, how they work together. But that's not where we started. The founders of ITSM Academy “grew up” in the world of Help Desks. As our careers progressed, we graduated to Senior Management roles within our organizations. As the first wave of IT Service Management (ITSM) and ITIL reached the shores of the United States, we were hooked. An internationally accepted collection of best practices focused on reducing IT costs and improving customer satisfaction was here. We had to get our arms around this! So, like many of you, our research began. It became obvious to us that education and networking would be our first steps. Local resources were limited – so we gathered some colleagues to help start the South Florida itSMF USA Local Interest Group (LIG). We also began the hunt for quality ITIL training. At the time, options were very limited. As they say, one thing led to another... To help fill the void, in 2003, we founded ITSM Academy and set our sights on developing "Americanized" training content and achieving Accreditation. From the start, we were committed to building content of the highest possible quality. By 2005, we had developed in-house, all available ITIL Training, including Service Manager. Read more of the story here... By now, you’ve likely researched more than one training provider. What makes ITSM Academy different? Why should you choose us? “Our business values are founded in trust, loyalty, professionalism and long term relationships. We provide personalized solutions based on those same values and built on the foundation on our own experiences – as IT Professionals.” Sounds nice, but can we back that statement up? We don’t need to. Our 100,000+ (and growing!) alumni do it for us. They are happy to talk about the quality and personalized services they receive from ITSM Academy. Please visit our testimonials page, or contact us for additional information. Read more of the story here...
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ITSM Academy We are a female owned small business, established in 2003. Our extensive catalog includes accredited and sustainable ITIL®, DevOps, Process Design (CPDE), Agile Service Management, Site Reliability Engineering (SRE), Value Stream Mapping (VSM) and Experience Level Agreement (XLA) training and education. Our business values are founded on trust, loyalty, professionalism and long term relationships. ___________________________ Instructors Every ITSM Academy instructor is certified to the highest levels in the areas they train. They have years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real-life stories and scenarios. Using the highest quality content, this engaging training style encourages active group participation, allowing all learners to bring from class a wealth of practical knowledge. ___________________________ Accreditations All of ITSM Academy’s Certification Courseware is developed in-house and is accredited by independent, international organizations. ___________________________ Game On! - Interactive Learning Involves students in active learning, using the engaging qualities of a game, fueled by our Subject Matter Expertise. ___________________________ Courseware Licensing In addition to our public and corporate/onsite training, our Courseware - which we develop in-house - is available for licensing under our flexible Licensing Program, including Train-the-Trainer (for qualifying organizations). ___________________________ my.itsmacademy.com Portal - extends the classroom experience for our learners and provides everything our authorized trainers need to prepare for and teach our classes. ___________________________ Professional Education Hours (PDUs/CPEs/CEUs): ITSM Academy is recognized by PMI® as a Global Registered Education Provider (R.E.P.). Attendees earn Continuing Professional Education (CPE) hours which can be reported to PMI or to organizations such as ISACA.