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ITSM Academy

Visible Ops: The Class

Visible Ops: The Class

Product Description

16 Hours: The IT Process Institute (ITPI) originally developed the Visible Ops methodology in search of a satisfactory answer to the question: 

I believe in the need for IT process improvement . . . But where do I start?

ITPI researchers agreed; while ITIL® provides a wealth of best practices, they concluded it lacks prescriptive guidance for the questions; What do I implement first, and how do I do it?

The Visible Ops Handbook was written to help answer these questions and to serve as a prescriptive roadmap for organizations both beginning and continuing their IT process improvement journey.

The authors met with hundreds of IT organizations and identified eight (8) high-performers; those with the highest service levels, best security and best efficiencies. For years they studied these organizations to isolate what made them so successful.

From this research, the Visible Ops methodology was born and published in The Visible Ops Handbook Implementing ITIL in 4 Practical and Auditable Steps

The Handbook discusses how these high-performing organizations (with "amazing kung-fu") achieved their transformation from good to great. How they worked to earn this level of efficiency. None started as high performers.  Rather developed internal processes that allowed them to continually improve.

Visible Ops: The Class was developed by ITSM Academy in partnership with the ITPI and the authors of the Handbook, Gene Kim, George Spafford and Kevin Behr.  This case study based course is designed to jumpstart the implementation of controls and process improvements in IT organizations needing to increase service levels, security and auditability while managing costs.  

Class also includes experiential exercises, and access to ITSM Academy's Learner Portal.

Course Objectives: To impart lessons learned and describe a control based entry point into the world of ITIL, which can be leveraged to springboard process improvements.  Attendees will learn how to replicate the key processes of these high-performing organizations in just four steps: 

  • Phase 1: Stabilize the Patient 
  • Phase 2: Catch & Release 
  • Phase 3: Establish Repeatable Build Library 
  • Phase 4: Continual Improvement
  • From VisOps to DevOps

Come ready to participate in lively discussions where we will take our case study organization from chaos to control.

Course / Student Materials:

  • 16 hours of instructor led-education 
  • Learner manual (excellent post-class reference) includes implementing guidelines for Change, Problem, Configuration, Incident Management, Service Modeling and Configuration Categories
  • ITSM Academy case study 
  • The Visible Ops Handbook 


  • Required: Familiarity with IT Operations
  • Recommended: ITIL Foundation Training or familiarity with IT Service Management

Project Management Institute (PMI) Professional Development Units:
ITSM Academy is recognized by PMI as a Global R.E.P. Project Management Professionals earn 16 contact hours or PDUs upon completion of this course.

Audience: Individuals and organizations who are starting or enhancing IT process improvement efforts and are interested in understanding the internal workings of high-performing organizations.

Instructors:  Our instructors have years of hands-on experience, enabling them to effectively intertwine theory and real-life stories and scenarios.  This training style encourages active group participation, allowing all learners to bring from class a wealth of practical knowledge.

Contact us for corporate, onsite delivery of this course.

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