Modern IT and Agile Service Management
Part of our Enhance Your Organisation workshop series, this practical session explores how service management is evolving and what effective IT service management looks like in a modern organisation.
IT teams must respond to changing customer expectations, rapid technological development and increasing pressure to deliver improvements quickly without compromising reliability, security or governance. Meeting these demands requires more than following a single framework or methodology.
This workshop considers how ITIL, Agile, Lean, Scrum, DevOps, Site Reliability Engineering, SIAM and other approaches can contribute to effective service management. It explores digital products and services, value streams, customer experience, organisational culture, emerging technology and the balance between agility and control.
Through facilitated discussion, exercises and reflection, participants will consider which principles and practices are most relevant to their own environment. The workshop provides a broad and practical perspective rather than detailed instruction or certification in any individual framework, helping teams identify opportunities to improve how they create, deliver, support and continually improve IT services.
By the end of this course, you will be able to:
Understand how customer focus, agility, resilience, collaboration and continual improvement contribute to effective service delivery.
Explore service relationships, value co-creation, digital products, services and the value streams through which outcomes are achieved.
Recognise how organisational culture, leadership, communication and individual interactions shape service quality and perceived value.
Develop an awareness of how ITIL, Agile, Lean, Scrum, DevOps, SRE, SIAM, VeriSM and ISO/IEC 20000 address different organisational needs.
Consider how organisations can deliver change more quickly while maintaining appropriate control, assurance, security and operational stability.
Reflect on your organisation’s current ways of working and identify principles, practices or techniques that could improve services and customer outcomes.
Modern IT Organisations
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Digital transformation and changing business expectations
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Characteristics of effective modern IT organisations
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Customer-focused and outcome-based service management
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Balancing agility, resilience and governance
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Enterprise service management
Value, Products and Services
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Service relationships and value co-creation
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Understanding value from the customer’s perspective
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Digital products and digital services
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Product and service lifecycles
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Value streams and the flow of work
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Identifying waste, delays and bottlenecks
People, Culture and Customer Experience
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The influence of organisational culture
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Developing a customer-focused service culture
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Customer and user experience
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Moments of truth across the customer journey
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Communication in modern service environments
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Continual improvement as part of everyday work
Contemporary Ways of Working
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How frameworks, standards and methodologies fit together
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ITIL and VeriSM
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Agile principles and adaptive delivery
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Scrum, user stories and iterative working
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Lean thinking and the removal of waste
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DevOps and continuous integration and delivery
Operating and Supporting Modern Services
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Reactive and proactive service management
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Reliability, resilience and Site Reliability Engineering
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Service integration and multi-supplier environments
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Managing products and services across their lifecycle
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Collaboration across development, operations and service teams
Governance, Assurance and Emerging Trends
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Governance and service management guardrails
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ISO/IEC 20000 and service assurance
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Measuring service performance and customer experience
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Artificial intelligence in service management
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Agile service management
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Leadership and empowered teams
Reflection and Practical Application
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What effective service management looks like
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Selecting approaches that suit the organisation’s context
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Identifying current barriers and improvement opportunities
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Translating learning into practical next steps
Workshop • Live Online Workshop
A live online practical workshop led by one of our consultant-trainers. The session is built around exercises, group discussion and your own organisation’s situation rather than exam preparation, so you leave with ideas you can put to work straight away. Joining instructions and any supporting materials required in advance will be provided before the session. There is no examination.
How it works
Frequently Asked Questions
No. This is a practical awareness and development workshop rather than an examination or certification course. It introduces a range of approaches and helps participants consider how they could apply relevant ideas within their own organisation.
The workshop is suitable for IT managers, team leaders, service management practitioners, product and service owners, and others involved in designing, delivering, supporting or improving IT services. No formal certification is required, although some experience of working within an IT organisation will help participants relate the topics to their own environment.
Enhance Your Organisation workshops are practical, facilitator-led sessions designed to help teams address specific service management challenges. Rather than following an examination syllabus, each workshop combines relevant best-practice guidance with discussion, exercises and your organisation’s own circumstances. The aim is to develop shared understanding, identify practical improvements and help participants apply what they learn in the workplace.
The price includes live virtual tuition and the items shown in the booking sidebar. Any supporting materials required in advance will be provided before the session. There is no examination.
Yes. We can deliver private workshops for your team, either at your premises or through a dedicated live virtual session. Contact us with the number of delegates and your preferred dates, and we will provide a tailored quotation.
Cancellations and transfers are subject to our booking terms. Please see our Terms and Conditions for the applicable notice periods, charges and other important information.
Group discounts may be available when two or more delegates book the same workshop. Please contact us for a quotation.
Where scheduled dates are available, select your preferred date and click “Book Now”. If dates are shown as “Dates on request”, contact us on 01706 361110 or at to discuss availability or a workshop for your team.
Course Dates & Pricing
for Modern IT and Agile Service Management
Need different dates or an in-house course? We can arrange bespoke sessions for your team. Contact us to discuss your requirements →
Trusted by IT professionals
"Very pleasant instructor, thorough, in-depth revision."
"Excellent course! Very knowledgeable and approachable delivery. There was great engagement throughout, with natural and open discussion, especially considering it was conducted over Teams."
"Superb! Stuart was knowledgeable, friendly and structured the training perfectly. "