+de 71 mil alunos
IT-Shaped Information Technology Service Managment Foundation – T-ITSMF
Official Preparatory Course for the IT-Shaped Exam
- Duration:30 hours
- Portuguese and English
Corporate training clients
About the course
Sobre o Curso
You will learn in this training everything about the fundamental concepts of ITSM described in frameworks and libraries such as ITIL, VeriSM, MOF, ISO/IEC 20000, Scrum, Lean, DevOps, and much more.
This course is recommended for all professionals who want to understand how an Information Technology area works, as well as all its processes.
Who should attend
Público Alvo
This training is the starting point to learn about ITSM best practices and processes.
Certification & exam
Exame e Certificação
This course is preparatory for the official IT-Shaped T-ITSMF certification exam.
- Exam languages
- Portuguese and English
- Number of questions
- 40 questions
- Exam duration
- 1 hour
- Passing score
- 65% (26/40)
- Difficulty level
- Easy
- Prerequisites
- IT-Shaped strongly recommends the T-ITSMF preparatory course
- Open book exam
- No
- Exam format
- Online
- 99
Pass rate among PMG Academy students
Our students consistently outperform global averages. The content is developed by the official translator of the PeopleCert exam itself.
- 1y
Exam voucher validity
Your included PeopleCert exam voucher is valid for 12 months, giving you full flexibility to schedule when you’re ready.
- T2
Take2 re-sit option available
Optional Take2 re-sit and PeopleCert Plus Membership are available at checkout for complete peace of mind.
About the instructor
Sobre o Instrutor
15 anos de excelência em treinamento com mais de 71.000 alunos aprovados.
Adriano é um ITIL Master, consultor e autor de 6 livros, trazendo 25 anos de experiência e mais de 50 certificações em Gestão de TI, Segurança e Governança. Como líder da maior comunidade de ITSM e DPSM (mais de 220 mil inscritos no YouTube), ele combina seu MBA pela FGV — uma das melhores escolas de negócios do mundo — com uma especialização em Neurociência para orientar uma rede global de mais de 71.000 alunos. Sua missão é clara: desmistificar a gestão complexa e transformar conhecimento técnico em valor tangível e impacto no mercado.
Tradutor oficial do Guia ITIL Foundation (Versão 5)
- 71k+
- Students trained
- 220k
- YouTube subscribers
- 25y
- Years of experience
Curriculum
What you will learn
-
00 Module 1 - Introduction to ITSM 13 lessons
- Product or service?
- Managing a service of a product
- IT service of a product
- Managing IT services
- Concept of services, according to ITIL
- What do we, in IT, deliver?
- Concept of products, according to ITIL
- What is product management?
- What is service management?
- What is IT service management (ITSM)?
- ITSM concepts according to ITIL 4
- IT service management practices or processes
- Lesson Exercise – What is ITSM
-
01 Module 2 - Frameworks and Best Practices Theory 15 lessons
- Introduction to guides and frameworks
- Why adopt a framework
- How can frameworks be applied in IT management?
- Fanaticism
- Fit and overlap
- Integration between domains
- Result for IT or for business?
- Positioning and levels
- Is ITIL a framework, guide, or guidance?
- Best practices
- It only works on paper
- Public domain best practices
- How to demonstrate best practices
- Best practices or processes?
- Lesson Exercise – Frameworks and Best Practices
-
02 Module 3 - Involved in ITSM – 4Ps 14 lessons
- Who is to blame?
- Does technology alone solve IT problems?
- Source of operational problems
- Microsoft® customer data
- The 4 Ps of service management
- The four dimensions of service management
- Does technology alone solve IT problems?
- The four dimensions of service management
- The four dimensions of service management 1. Organizations and people
- The four dimensions of service management 2. Information and technology
- The four dimensions of service management 3. Partners and suppliers
- The four dimensions of service management 4. Value streams and processes
- The four dimensions of service management
- Lesson Exercise – Involved in ITSM – 4Ps
-
03 Module 4 - Digital Transformation Principles 18 lessons
- Evolution of IT service management
- Digital services
- Consumers and providers
- Service management
- Good service provider
- Entrepreneurial culture
- Fourth industrial revolution
- Digital transformation
- ITIL 4 in digital transformation
- Optimization or disruption
- Impact across the organization
- Impact on products and services
- Impact on service management
- Digital transformation challenges
- The impact of emerging technologies
- The impact of the cloud
- Progressive practices
- Lesson Exercise – Digital Transformation Principles
-
04 Module 5 - Agile Principles and ITSM 21 lessons
- ITIL, Scrum, and DevOps
- ITIL and Scrum
- ITIL and Agile
- ITIL, Agile, and DevOps
- Agile and ITIL Guiding Principles
- New Practices, New Changes
- Common Success Factors for Agile Practices
- Which is the Best Agile ITSM Practice to Adopt
- Agile Service Management
- Key Agile Concepts
- Value of Agile
- 4 values and 12 principles
- Agile Mindset
- Traditional Development Practices
- Benefits of Agile
- Challenges of Agile
- Situations Where Agile is Effective
- When Agile is Not Suitable
- Effective Agile Service Management
- Agile and Service Management
- Lesson Exercise – Agile Principles and ITSM
-
05 Module 6 - ITSM and DevOps Practices 13 lessons
- What is DevOps
- Problems DevOps Solves
- DevOps and More Practices
- DevOps Values
- Three Ways of DevOps Philosophy
- Continuous Testing and Delivery
- Continuous Release Process
- Automation for Speed and Infrastructure as Code
- Selecting DevOps As A Management Practice
- Benefits and Challenges of DevOps
- DevOps and its Variations
- DevOps and Service Management
- Lesson Exercise – ITSM and DevOps Practices
-
06 Module 7 - ITSM and SIAM Practices 14 lessons
- Service Integration and Management (SIAM)
- SIAM as a Service Broker
- Service Broker
- Service Governance
- Layers in the SIAM Ecosystem
- When to use SIAM
- When SIAM is Not Recommended
- Benefits of SIAM
- Challenges of SIAM
- Benefits of a Lead Supplier
- Challenges of a Lead Supplier
- Hiring a Service Integrator
- Being a Supplier or a Potential Service Integrator
- Lesson Exercise – ITSM and SIAM Practices
-
07 Module 8 - ITSM and Lean Practices 15 lessons
- Lean
- Lean Principles
- Key Lean Concepts
- Value Stream Mapping and Analysis
- When Lean is Most Effective
- When Lean is Not Recommended
- Benefits of Lean
- Challenges of Lean
- Lean Six Sigma
- Business Process Management – BPM
- Total Quality Management – TQM
- Lean and Service Management
- Tools and Techniques for Flow Improvement
- Manage Waste
- Lesson Exercise – ITSM and Lean Practices
-
08 Module 9 - ITSM and Shift Left Practices 18 lessons
- Shift Left
- Shift Left Examples
- Pushing Activities to the Left
- How to Apply Shift Left
- Shift Left Activities
- Shift Left Support Example
- Shift Left Action Example
- Shift Left Breadth
- Self-Service Example with Shift Left
- When Shift Left is Recommended
- When Shift Left is Not Recommended
- Benefits of Shift Left
- Challenges of Shift Left
- Dealing with Knowledge Management
- Test-Driven Development
- Shift Left Testing and Support
- Shift Left and Service Management
- Lesson Exercises – ITSM and Shift Left Practices
-
09 Module 10 - ITSM and UX/CX Practices 20 lessons
- Customer and User Experience
- CX is Different from UX
- CX versus UX
- Importance of CX
- Result of a Good Experience
- Meeting Expectations and Needs
- Key CX and UX Concepts
- Net Promoter Score® (NPS®)
- User and Customer Experience Design
- Success Factors
- When CX and UX are Recommended
- When CX and UX are Not Recommended
- Benefits of CX / UX
- Challenges of CX / UX
- Customer Journey
- Design Thinking
- Persona Analysis
- Challenges in Managing Consumer Expectations
- Evaluating CX and UX Practices
- Lesson Exercise – ITSM and UX/CX Practices
-
10 Module 11 - ITSM and Continuous Delivery Practices 14 lessons
- Key Concepts of Continuous Delivery
- Aspects of Continuous Delivery
- Continuous Delivery
- Adopting Continuous Delivery
- Testing in Continuous Delivery
- When Continuous Delivery is Recommended
- When Continuous Delivery is Not Recommended
- Benefits of Continuous Delivery
- Challenges of Continuous Delivery
- Application Lifecycle Management – ALM
- Automated Testing
- Continuous Delivery and Service Management
- Continuous Delivery in the Planning Phase
- Lesson Exercise – ITSM and Continuous Delivery Practices
-
11 Module 12 - ITSM, Kanban, Kaizen, and Theory of Constraints Practices 10 lessons
- Kanban
- Kanban Example
- Theory of Constraints
- Five Steps of Improvement
- Details of the 5 Steps
- Improvement Kata and Kaizen
- Kata
- SWOT Analysis
- SWOT Analysis Example
- Lesson Exercise – ITSM, Kanban, Kaizen, and Theory of Constraints Practices
-
12 Module 13 - Relating ITIL to ISO/IEC 20000 36 lessons
- History of ITIL
- Recent Publications
- ITIL is not a methodology
- What is ITIL?
- Why is ITIL a success?
- ISO/IEC 20000 Framework
- Parts of the standard
- ISO/IEC 20000 in IT management
- Why do we need IT management?
- Adapt and adopt
- The value of service management
- How is ISO/IEC 20000 divided?
- Service management system
- Structure and content of ISO/IEC 20000-1
- Scope
- ITIL, Scrum, and DevOps
- ITIL and Scrum
- ITIL and Agile
- ITIL, Agile, and DevOps
- Agile and ITIL Guiding Principles
- New Practices, New Changes
- Common Success Factors for Agile Practices
- Which is the Best Agile ITSM Practice to Adopt
- Agile Service Management
- Key Agile Concepts
- Value of Agile
- 4 values and 12 principles
- Agile Mindset
- Traditional Development Practices
- Benefits of Agile
- Challenges of Agile
- Situations Where Agile is Effective
- When Agile is Not Suitable
- Effective Agile Service Management
- Agile and Service Management
- Lesson Exercise – Relating ITIL to ISO/IEC 20000
-
13 Module 14 - Mock Exams 4 lessons
- T-ITSMF Mock Exam – 1: 40 questions
- T-ITSMF Mock Exam – 2: 40 questions
- T-ITSMF Mock Exam – 3: 40 questions
- T-ITSMF Mock Exam – 4: 40 questions
Student reviews
Trusted by professionals at leading organizations
-
December 16, 2025 Very enlightening course, with a lot of theoretical foundation and integrated with other tools and frameworks.
Review written for the course t-itsmf
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October 22, 2025 I took the course throughout the year and was impressed by how the topics covered were always useful in the projects I was managing, making the learning not only theoretical but also practical with the activities I perform. Therefore, I highly recommend it not only for those starting a career in projects but also for those who are already working and need to review some concepts.
Review written for the course t-itsmf
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April 14, 2025 Thank you very much for the content!
Review written for the course t-itsmf
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