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Lesson
10

IT Service Management (ITSM) in ServiceNow

What is IT Service Management (ITSM)? Classification of IT Services ITSM is a concept that involves delivery of IT services to customers and users. The lifecycle of IT services starts with strategy and continues through design, transition, and operation. Once in operation, continual service improvement is critical not only to the ongoing health of IT services, but also to support the changing, expanding, and simplification of business processes.

Lesson
17

Cybersecurity now and in the future

Current time of home office and online meetings together with fast development of IT and AI technologies brings new perspectives to cybersecurity. Recent global events have upended our lives and serve as the foundations for better understanding information security of today and future. How can we ensure our data and processes will remain safe?

Lesson
34

Biased decision-making cannot be avoided

We as humans are well aware that we are driven by cognitive biases which impact also the outcome from decision-making processes. We have natural preferences, are too optimistic, or often go even by gut feelings when it comes to decision-making. In project management, this phenomenon is often leading to what is called the planning fallacy as we are usually underestimating efforts that will be required to deliver work items, we often underestimate the cost of delivery, and we underestimate risks that may impact project outcomes. Often - and we can see an increase over the years - such flaws are leading to project delivery failures.

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