Agilizing Online Academy

1.1. Organizational Structure

1.2. Shift Left Approach

1.3. Planning and managing resources in the SVS

2.1. Integrated service management toolsets

2.2. Integration and data sharing

2.3. Reporting & advanced analytics

2.4. Collaboration and workflow

2.5. Robotic process automation

2.6. Artificial intelligence & machine learning

2.7. Continuous integration & delivery/deployment

2.8. Information models

3.1. Value stream mapping

3.1.1 The value stream for a new service

3.1.2 The value stream for user support

4.1. Managing queues and backlogs

4.2. Prioritizing work

4.3. Buy vs build considerations

4.4. Sourcing models and options

4.5. Service integration and management (SIAM)

Final Review

Examination Preparation

Thank You