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Learning Unit 1: Introduction to Service Operation
ITIL Service Operation Syllabus 00:00:00
Introduction and Overview to Service Operations. 00:00:22
Service Operations position in the ITIL Lifecycle 00:01:13
Details on Service Operations. 00:00:34
Purpose of Service Operation 00:01:14
Objectives of Service Operation 00:00:43
Scope of Service Operation 00:02:00
Service Operation Value to Business 00:01:16
Context of Service Operation in Service Lifecycle. 00:03:18
Service Operation Fundamentals 00:00:23
Summary of Intro. to Service Operation 00:00:31
Introduction to Service Operation Quiz 00:12:00
Learning Unit 2: Service Operation Principles
Introduction to Service Operation Principles 00:00:17
Service Operation Principles. 00:01:14
SO Principle: Achieving Balance in Service Operation 00:02:09
Achieving Balance between Stability versus Responsiveness 00:01:38
Achieving Balance between Cost and Quality in Service Operation 00:01:26
Achieving Balance between Reactive and Proactive Organization 00:01:41
Providing Good Service in SO 00:01:16
Operation staff involvement in various lifecycle stages in SO. 00:00:52
Operational Staff Involvement in Service Design 00:00:52
Operational Staff Involvement in Service Transition 00:00:54
Operational Staff Involvement in CSI 00:01:06
Operational Health of IT Systems 00:01:11
Importance of Communications in Service Operation 00:01:35
Importance of Documenting in Communications 00:02:44
Maintaining the Documentation in SO Processes 00:01:36
Information Exchange between SO and SS. 00:01:06
Information Exchange between SO and SD. 00:01:22
Information Exchange between SO and ST. 00:01:22
Information Exchange between SO and CSI. 00:01:24
Service Operation Principles Summary 00:00:33
Learning Unit 3.0: Introduction to Service Operation Processes
Introduction to Service Operation Processes 00:00:08
Topics Covered in Service Operation Processes 00:00:19
Learning Unit 3.1: Event Management Process
Introduction to Event Management Process 00:00:33
Purpose and Objectives of Event Mgt. Process 00:01:15
Event Management Scope 00:00:33
Value to Business of Event Mgt Process 00:01:30
Event Mgt Process related Policies 00:01:52
Concept of Event Mgt Process 00:01:18
Different Types of Event 00:01:01
Inputs, Outputs of Event Management Process 00:00:44
Handling Exception in Event Mgt Process 00:03:02
Handling of Warning and Information Event 00:01:33
Event Management Process Activities 00:02:30
Triggers of Event Mgt Process 00:00:51
Inputs of Event Mgt Process 00:00:45
Outputs of Event Mgt Process 00:00:41
SO Process: Event Management interfaces 00:02:13
SO Processes: Event Mgt CSFs and KPIs 00:01:46
SO Processes: Event Mgt Challenges 00:01:05
SO Processes: Event Mgt Risks 00:00:37
SO Processes: Event Mgt Roles 00:00:41
Event Management Quiz 00:12:00
Event Management Quiz 2 00:12:00
Learning Unit 3.2: Incident Management
What is Incident Management? 00:00:38
Topics Covered in Incident Management Process 00:00:37
Incident Management Purpose and Objectives 00:01:21
Incident Management: Scope. 00:03:23
Incident Management: Value to Business. 00:01:25
Incident Management: Policies 00:02:21
Basic Concepts of Incident Management. 00:00:59
Basic Concepts of Incident Management Cont. 00:03:21
Incident Management Process Flow. 00:03:49
Incident Management Process Flow Continuation 00:03:41
Key Triggers of Incident Management. 00:00:48
Inputs to Incident Management 00:01:39
Outputs from Incident Management Process. 00:01:11
Interfaces of Incident Management 00:02:44
CSFs and KPIs of Incident Management. 00:01:49
Challenges of Incident Management 00:01:37
Risks involved with Incident Management 00:01:23
Roles involved with Incident Mangement 00:01:17
Roles involved with Incident Management Cont. 00:01:30
Learning Unit 3.3: Problem Management Process
Introduction to Problem Management Process 00:00:39
Purpose and Objectives of Problem Management Process 00:01:14
Scope of Problem Management Process 00:01:12
Value to Business of Problem Management 00:00:49
Problem Management Process: Policies 00:00:55
Basic Concepts of Problem Mgt. Process 00:01:33
Problem Management Sub Processes 00:01:49
Reactive Problem Mgt. Process Flow 00:02:25
Problem Management Process Flow Interface with Other Processes 00:01:59
Triggers for Problem Management Process 00:00:54
Inputs Relating to Problem Management Process 00:00:52
Problem Management Process Outputs 00:00:30
Problem Management Process Interfaces 00:03:08
Problem Management Process CSFs and KPIs 00:01:44
Problem Management Process Challenges 00:02:08
Risk Associated with Problem Management Process 00:00:53
Roles of Problem Management Process 00:02:39
Problem Management Quiz 00:12:00
Problem Management Quiz 2 00:12:00
Learning Unit 3.4: Request Fulfillment Process
Introduction to Request Fulfillment Process 00:00:41
Request Fulfillment Process Purpose and Objectives. 00:01:22
Scope of Request Fulfilment Process 00:00:47
Request Fulfilment Process Value to Business. 00:00:47
Request Fulfilment Policies 00:01:56
Basic Concepts of Request Fulfilment Process 00:01:07
Request Fulfilment Process Activities 00:02:17
Triggers and Inputs of Request Fulfilment 00:00:40
Outputs from Request Fulfilment Process 00:00:36
Interfaces of Request Fulfilment with other SM Processes 00:01:58
CSFs and KPIs related to Request Fulfilment Process 00:01:29
Challenges of Request Fulfilment Process. 00:02:07
Risks related to Request Fulfilment Process. 00:00:48
Roles Involved in Request Fulfilment Process 00:01:56
Roles Involved in Request Fulfilment Process Continues. 00:01:19
Request fulfilment Quiz 00:12:00
Request fulfilment Quiz 2 00:12:00
Request fulfilment Quiz 3 00:12:00
Request fulfilment Quiz 4 00:12:00
Learning Unit 3.5: Access Management
Introduction to Access Management. 00:00:46
Access Management Purpose and Objectives 00:00:49
Access Management Scope. 00:00:59
Value to Business of Access Management 00:00:59
Access Management Policies 00:01:58
Basic Concept of Access Management Process 00:00:24
Key Terms used in Access Management Process 00:01:22
Process Activities of Access Management. 00:02:13
Input of Access Management. 00:00:39
Output of Access Management. 00:00:31
Interfaces of Access Management 00:02:46
CSFs and KPIs of Access Management. 00:01:34
Challenges of Access Management 00:00:50
Risk associated with Access Management Process 00:01:36
Roles of Access Management 00:02:40
Access management Quiz 00:12:00
Access management Quiz 2 00:12:00
Learnint Unit 4: Common Service Operation Activities
Introduction to Common SO Activities Across Processes 00:00:18
Technology Centric to Business Centric. 00:02:58
SO Activities: Monitoring and Control 00:00:43
Monitor and Control Loops 00:02:36
IT Operations Management.. 00:02:04
Overall Backup Strategy 00:02:03
Procurement and Management of Backup Media. 00:02:15
Print and Output Management. 00:02:16
Server and Mainframe Management 00:01:37
Network Management 00:02:01
Storage and Archival Activities 00:01:38
Database Administration 00:01:56
Directory Service Management 00:01:42
Desktop and Mobile Device Support. 00:01:13
Middleware Management. 00:01:25
Middleware Management-Activities 00:00:47
Internet Web Support Management. 00:02:01
Facilities Management. 00:01:48
Data Centre Strategies. 00:02:07
Operational Activities of Processes. 00:00:38
Operational Activities carried out by Change Management Process 00:01:26
Activities Relating to Service Asset and Config Mgt 00:00:53
Operational Activities of Release and Deployment Management. 00:00:57
Operational Activities of Capacity Management. 00:02:15
Operational Activities of Demand Management 00:00:42
Operational Activities of Availability Management 00:01:21
Operational Activities of Knowledge Management 00:00:57
SO Activities: Financial Management for IT Services 00:00:58
Operational Activities of IT Service Continuity Management 00:01:30
Operational Activities of Information Security Management 00:02:17
Service Level Management Activities 00:01:18
Improvement Related Activities 00:02:39
Summary of Common SO Activities 00:00:44
Learning Unit 5: Organizing for Service Operation
Introduction to Organizing For Service Operation. 00:00:17
Factors to be Consider while Organizing SO functions 00:02:09
Pictorial Representation of Functions and Overlapping of Functions 00:01:10
Service Desk Function. 00:01:02
Business Benefits of Service Desk Function. 00:01:04
Objectives of Service Desk Function 00:00:38
Responsibilities of Service Desk Function 00:01:06
Types of Service Desk Structure 00:00:42
First Structure of Service Desk: Local Service Desk 00:00:59
Second Structure of Service Desk: Centralized Service Desk 00:00:49
Third Structure of Service Desk: Virtual Service Desk 00:00:50
Fourth Structure: Follow the Sun Approach Concept 00:01:09
Fifth Structure: Specialized Service Group 00:00:44
Service Desk Staffing: Different Roles 00:01:39
Levels Required for Service Desk Staffing. 00:01:31
Technical Management Function. 00:01:44
Objectives of Technical Management Function. 00:00:43
Activities Performed by Technical Management Staff. 00:02:00
Roles of Technical Management. 00:01:58
Technical Management Organization. 00:00:56
Technical Design and Technical Maintenance and Support 00:00:42
Measuring Technical Management Performance 00:01:31
Technical Management Documentation. 00:00:50
IT Operation Management 00:01:14
IT Operation Management Function. 00:00:44
Objectives of IT Operations Management Function. 00:00:34
Sub function Involved in IT Operations Management Function. 00:02:03
Roles of IT Operations Management Function. 00:02:08
IT Operations Management Organization 00:00:53
Measuring IT Operations Mgmt Performance. 00:00:51
IT Operations Management Documentation. 00:01:39
Application Management Function 00:01:10
Objectives of Application Mgmt Function 00:00:47
Application Management Team Activities. 00:02:05
Role Involved in Application Mgmt Function 00:01:23
Application Management Organisation Structures. 00:01:17
Application Management Lifecycle. 00:02:03
Application Management Organisation 00:01:29
Application Development versus Application Management. 00:00:55
Measuring Application Mgmt Performance 00:01:22
Application Management Documentation 00:01:45
Various Types of Organisational Structures 00:01:58
Types of Organisational Structures Cont. 00:02:23
Service Desk Quiz 00:12:00
Organizing for service operation Quiz 00:12:00
Learning Unit 6: Technology Consideration for Service Operation
Introduction to Technology Consideration for Service Operation 00:00:18
Generic Technology Requirements in Service Operation 00:01:51
Generic Technology Requirements Continuation 00:01:37
Technology Requirement for Event Management 00:01:39
Technology Requirement for Incident Management. 00:01:37
Technology Requirements for Request Fulfilment 00:01:13
Technology Requirement for Problem Management 00:01:55
Technology Requirement for Access Management 00:00:56
Technology Requirement for Service Desk 00:02:08
Summary of Technology Consideration for Service Operation 00:00:22
Learning Unit 7: Implementing Service Operation
Introduction to Implementation of Service Operation 00:00:12
Implementation Considerations 00:01:21
Consideration for Managing Change in Service Operation. 00:01:41
Consideration for Service Operation and Project Management 00:01:18
Consideration for Assessing and Managing Risks in Service Operation 00:01:23
Service Operation Involvement in Service Design and Service Transition 00:01:28
Consideration for Planning and Implementing Service Mgmt. Technology 00:01:37
Consideration for Planning and Implementing Service Mgmt. Technology Cont. 00:01:25
Consideration for Planning and Implementing SMT Cont. 00:00:53
Summary of Implementation of Service Operation 00:00:27
Implementing Service Operation Quiz 00:12:00
Implementing service operation Quiz 2 00:12:00
Learning Unit 8: Challenges, Critical Success Factors and Risk
Introduction to Challenges, CSFS and Risk faced in Service Operation 00:00:10
Critical Success Factors of Service Operation 00:03:11
Challenges faced in Service Operation 00:02:45
Risks Involved in Service Operation 00:02:14
Summary of Challenges, CSFs and Risk of Service Operation 00:00:15
Service Operation Quizes
Service Operation Quiz 00:12:00
Service Operation Quiz 2 00:12:00
Service Operation Quiz 3 00:12:00
Axelos Sample Papers
Service Operation Examination Sample Papers 03:00:00

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