DevOps doesn't eliminate the need for controls and data. Regulatory controls and audits still exist and risks and impacts must still be managed. ITSM for DevOps introduces ways to achieve both speed and control while driving value across the IT value stream. It focuses specifically on ITSM in a DevOps context and supports those organisations with mature ITSM programmes who are struggling to accelerate and modernise ITSM in support of DevOps.

The course helps organisations introduce new ways of thinking and new ways of working.

This non-certification DrillDown describes how to adapt IT service management (ITSM) processes in support of DevOps. Learners will gain and practice pragmatic approaches for streamlining and automating existing ITSM processes and for handling compliance as code.

Target Audience

The target audience for the ITSM for DevOps course are professionals including:

  • Anyone interested in modernising ITSM processes in support of a DevOps or Digital Transformation
  • ITSM process owners, process managers, and stakeholders
  • IT transformation leaders, coaches, and managers
  • Consultants guiding their clients through DevOps-related process improvement initiatives

Learner Materials

  • Sixteen (16) hours of instructor-led training and exercise facilitation
  • Participation in exercises designed to apply and practice value stream mapping
  • Sample documents, templates, tools and techniques
  • Access to additional reference sources

Non-Certification Add-On

This is a non-certification DrillDown workshop accredited by the DevOps Institute. DrillDowns provide deeper knowledge about a specific practice within the DevOps spectrum. DrillDowns are excellent add-ons to certifications such as DevOps Foundation or any of the DevOps Practitioner series skill-based certifications.

Read more


There are no prerequisites to attending ITSM for DevOps, but familiarity with DevOps and IT service management (e.g. ITIL®) processes is recommended.

Read more

Learning Outcomes

The learning objectives for this non-certification course include a practical understanding of:

  • The DevOps transformation
  • How ITSM is viewed as a constraint
  • How DevOps introduces new ways of thinking and working
  • How to adapt 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
Read more

Course Outline

Course Introduction

  • Course Goals
  • Course Agenda


  • The Promise of DevOps
  • The Reality of DevOps
  • DevOps and Digital Transformation
  • The Role of ITSM
  • Assignment: Why ITSM is Considered a Constraint

Accelerating ITSM for DevOps

  • New Ways of Thinking
  • Assignment: Identifying Key Principles
  • New Ways of Working
  • New Ways of Communicating and Collaborating

ITSM, DevOps and the IT Value Chain

  • Assignment: Integrating ITSM and DevOps
  • Process Acceleration Techniques

Adapting Change Management

  • What and Why
  • ITSM and DevOps Perspectives
  • Assignment: What Problems Do We Need to Solve?
  • Techniques for Accelerating
  • Leveraging Automation

Adapting Release Management

  • What and Why
  • ITSM and DevOps Perspectives
  • Assignment: What Problems Do We Need to Solve?
  • Techniques for Accelerating
  • Leveraging Automation

Adapting Configuration Management

  • What and Why
  • ITSM and DevOps Perspectives
  • Techniques for Accelerating
  • Leveraging Automation
  • Assignment: What Culture Changes are Needed to Evolve Change, Release and Configuration Management?

Adapting Event Management

  • What and Why
  • ITSM and DevOps Perspectives
  • Techniques for Accelerating
  • Leveraging Automation

Adapting Incident Management

  • What and Why
  • ITSM and DevOps Perspectives
  • Assignment: Improve the Flow of Information Between Dev and Ops
  • Techniques for Accelerating
  • Leveraging Automation

Adapting Problem Management

  • What and Why
  • ITSM and DevOps Perspectives
  • Techniques for Accelerating
  • Assignment: Mastering Problem Management
  • Leveraging Automation

Adapting Knowledge Management

  • What and Why
  • ITSM and DevOps Perspectives
  • Techniques for Accelerating
  • Leveraging Automation

Adapting the Service Desk

  • Impact of DevOps on the Service Desk
  • Evolution of the Service Desk
  • Leveraging Automation
  • Assignment: Using Kanban to Balance Planned and Unplanned Work

Adapting to the New Reality

Mastering Continuous Improvement

Assignment: Coordinating Improvement Initiatives

Leveraging Agile Service Management

  • Assignment: Demonstrating the Value of ITSM and DevOps

Enabling Continuous Learning

Want to Learn More?

Taking Action

Read more

Why choose QA

DevOps Institute

Frequently asked questions

See all of our FAQs

How can I create an account on myQA.com?

There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.

If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".

If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.

Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.

How do QA’s virtual classroom courses work?

Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.

We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting (more details in the link below) to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.

Learn more about our Virtual Classrooms.

How do QA’s online courses work?

QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.

All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.

Learn more about QA’s online courses.

When will I receive my joining instructions?

Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.

When will I receive my certificate?

Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.

Contact Us

Please contact us for more information