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Integrated Service Management Essentials™


No other course provider gives you an “integrated” view of IT Service Management (ITSM) – a must have in today’s turbulent business environment. This includes a unique “Full Stack” view of DevOps, which is a necessity to successfully enable improved quality, higher speed and a reduction in costs.

IT organizations are constantly challenged to improve the way services are delivered in respect to quality, speed and cost. In response to these ongoing pressures, organizations have long turned to ITSM frameworks such as ITIL ® to improve the quality and value of their service delivery capabilities.

In addition to ITIL, recent trends and market pressures have introduced new models, methods and concepts designed to further accelerate traditional IT management practices such as project management, software development and service delivery. However, many organizations find that these practices are leveraged in isolation by different teams. This leads to competition for resources; creating conflict and distracting management focus, rather than collaborating and gaining the benefit of integration.

The Integrated Service Management Essentials certification course adds to your knowledge of proven ITSM capabilities and demonstrates how the practices of Lean, Agile and DevOps work together with ITIL processes to enable successful outcomes, remove waste, lower costs and increase business value.

The course promotes the view that an “integrated” approach to managing these practices is needed (and explains exactly how), and that it is not a matter of “which one do we choose?”


By the end of this certification course, you will be able to articulate:

  • The concept of Integrated Service Management in relation to business goals
  • The scope, benefits and key touch points of Integrated Service Management in respect to how ITIL, Lean, Agile, DevOps and Organizational Change Management practices collectively revitalize your service management initiative, enable process acceleration, reduce risk, lower costs, and deliver customer value
  • The differences in perspective and focus of a Technology versus a Service Outcome focused organization
  • The core service management lifecycle stages and processes as defined by ITIL and how they are enabled or modified by other models such as Agile and DevOps
  • The core elements of Lean Thinking, Value Stream Mapping and Process Improvement
  • Agile project management practices, including SCRUM roles and processes
  • How the principles and automated practices of Continuous Delivery, Integration and Deployment improve speed to value and reduce risk
  • The key principles of “DevOps – The Full Stack” in respect to improved collaboration, continuous delivery and automation
  • How Organizational Change Management practices can be applied to achieve success with major cultural transformations


This class is designed for anyone working in an IT organization with a role in service management, operations, project management, software development, management and leadership.


No prerequisites are required.


Material for this course will only be provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files and can use the files under the Pink Elephant Terms of Use.


This course prepares participants for the examination leading to the Integrated Service Management Essentials certificate, granted by Professional Designations:

  • Exam is 1 hour; multiple-choice; closed book
  • You will receive an exam voucher for the web-based exam, to be scheduled after the course
  • 12 PDUs are awarded


For those participants who are new to ITSM, Agile, Lean IT and DevOps we recommend:


Many of our courses are available in virtual format – meaning you just need an internet connection and certain system requirements, details of which will be provided to you, and a comfortable location with minimal distractions to attend.


All Pink Elephant’s courses, including this one, can be presented at your location. For more details, contact us at 1-888-273-PINK or


View terms and conditions related to public courses.


Fees do not include applicable tax, which is payable for all events presented in Canada.

Course Dates for Integrated Service Management Essentials™
Course Fee
Apr 26-27, 2018
Virtual Course
USD 1,295.00
May 29-30, 2018
Virtual Course
USD 1,295.00
Jun 28-29, 2018
Virtual Course
USD 1,295.00
Jul 26-27, 2018
Virtual Course
USD 1,295.00
Aug 22-23, 2018
Scottsdale, AZ
Public Course
USD 1,495.00
Sep 27-28, 2018
Virtual Course
USD 1,295.00
Oct 25-26, 2018
Virtual Course
USD 1,295.00
Nov 19-20, 2018
Virtual Course
USD 1,295.00
Dec 13-14, 2018
Virtual Course
USD 1,295.00