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Welcome to the ITIL Service Operations Training Program

Introduction

Course Curriculum

Section 1 - Introduction
ITIL Foundation Introduction 00:02:18
ITI Foundation – Getting Started 00:00:52
ITIL Foundation – Course Agenda 00:01:17
Introduction to Service Management Lifecycle 00:02:07
What is ITIL 00:02:50
ITIL 2011 Components 00:01:17
ITIL Core Publication 00:02:25
ITIL Qualification Scheme 00:02:44
ITIL Foundation Exam Format 00:01:09
Lesson 2 – Introduction 00:00:25
What are Best Practices 00:00:54
Why Choose Public Practices Over Proprietary One 00:00:55
What is a Service 00:03:12
What is Service Management 00:04:02
Service Management Stakeholders 00:00:51
Service Management Stakeholders contd. 00:00:28
Internal and External Customers 00:01:02
Internal and External Services 00:00:38
Internal and External Services Contd. 00:00:24
Process Functions and Roles 00:00:22
A Basic Process 00:02:30
Process Characteristics 00:01:00
Functions 00:01:24
Processes Across Organization 00:00:44
Service Management Roles: Service Owner 00:01:56
Service Management Roles: Process Owner. 00:01:37
Connecting with Processes and Functions: RACI 00:00:43
Key Terminology: Service Provider 00:01:29
Key Terminology: Supplier 00:01:00
Service Lifecycle Introduction 00:00:26
ITIL Lifecycle Components 00:02:32
The lifecycle Interactions 00:01:18
Relationship between Governance and ITSM 00:01:09
Why ITIL is Successful. 00:01:02
Why ITIL is Successful Contd. 00:01:21
Summary 00:00:55
ITIL Foundation Introduction Quiz 00:05:00
Section 2: Service Strategy
ITIL Foundation: Introduction to Service Strategy 00:01:02
Lesson 1: Introduction 00:00:14
Service Strategy: Purpose and Objectives 00:04:06
Key Strategy Questions and Scope 00:00:39
Service Strategy Value to Business 00:01:29
Service Strategy: Processes 00:00:26
Service Strategy: Types of Services 00:01:27
Service Strategy: Customers and Users 00:00:30
Objectives 00:00:18
Principles and Models 00:02:53
Service Value Creation 00:00:51
Basics of Value Creation Service Assets. 00:01:23
Business Outcomes enabled by service management 00:02:20
Service Packages 00:04:12
Business Case 00:01:50
Risk 00:02:10
Service Management Technology and Automation 00:00:42
Service Management Technology & Automation Contd 00:00:51
Service Management Technology & Automation Contd. 00:01:12
Service Strategy Process 00:00:40
Demand Management Purpose Objectives and Scope 00:01:48
Managing Demand for Services 00:01:18
Key Concepts: PBA & UP 00:02:25
Service Portfolio Management Purpose 00:00:36
Service Portfolio Management Objectives 00:01:04
Service Portfolio Management Scope 00:00:29
What is a Service Portfolio 00:01:38
What is a Service Portfolio Contd 00:02:22
Service Portfolio Management Process Activities 00:02:21
Financial-Management-Purpose 00:00:32
Financial-Management-Objectives 00:00:49
Financial Management Scope 00:01:40
Financial Management Activities 00:01:47
Financial Management Benefits 00:00:41
Business Relationship Management Purpose. 00:01:01
Business Relationship Management Objectives 00:01:17
Business Relationship Management Scope 00:01:17
Business Relationship Management Activities 00:00:13
Strategy Summary 00:00:39
ITIL Service Strategy Quiz 00:05:00
Learning Unit 3: Service Design
Unit 3: Introduction 00:00:39
Introduction Contd 00:00:28
Purpose & Objectives 00:01:00
Scope & Value to Business 00:01:12
Competence and Skills for Service Management 00:00:26
Competence and Skills for Service Management Contd. 00:01:03
Importance of Training 00:00:53
Roles 00:00:49
Roles Contd 00:00:29
Understanding the Key Concept of Service Design 00:00:21
4P’s in Service Management 00:02:16
Major Aspects of Service Design 00:02:08
Service-Design-Package 00:00:53
Constituent Processes of Service Design 00:00:37
Service-Catalogue-Management 00:02:32
Aspects of Service Catalogue Management 00:01:29
Service Catalogue Management Diagram 00:00:24
Three-View-Structure. 00:00:43
Three View Structure Diagram 00:00:17
Roles.. 00:00:42
Service-Level-Management 00:02:12
Activities-in-SLM-Process 00:01:58
Terminology. 00:02:40
Key-Terms 00:01:58
SLA-Structures 00:02:37
Terminology.. 00:01:18
Service-Reviews 00:00:48
Service Improvement Program-SIP 00:00:40
Interfaces to SLM Supplier-Management 00:00:34
Interfaces to SLM. Supplier Mgt. contd. 00:01:40
Service-Improvement-Program-SIP 00:01:50
Relationship-with-SLM 00:01:00
Supplier-Categorization 00:01:12
Supplier-Categorization contd. 00:00:10
Supplier-Management-Roles 00:00:49
Capacity-Management. 1 00:02:23
Capacity-Management. 2 00:01:14
Capacity-Management. 3 00:04:42
Capacity Plan 00:01:45
Details of Capacity Plan 00:00:36
Purpose of Availability Management. 00:01:34
Key Terms and Concepts of Availability Management 00:01:41
Key Terms and Concepts of Availability Mgt. Contd. 00:01:20
Availability Calculation 00:03:12
IT Service Continuity Management (ITSCM.) 00:01:22
Business Continuity Management 00:02:23
Importance of Risk in ITSCM 00:01:13
ITSCM 00:01:48
Information Security 00:02:02
Information-Security-Management 00:01:20
Information Security Management Framework 00:00:52
Key Concept of ISM 00:01:06
Concept of ISMF 00:01:05
Design Co-ordination 00:01:15
Design Coordination Contd. 00:00:30
Service Design Package (SDP). 00:01:32
Service Design Summary 00:00:28
ITIL Service Design Quiz 00:05:00
Learning Unit 4: Service Transition
Introduction to Learning Unit 4 00:01:22
Purpose, Objective and Scope of Transition 00:00:57
Purpose of Service Transition 00:00:25
Scope-of-Service-Transition. 00:00:24
Objective. 00:01:00
Value Add to Business of ST 00:00:45
Key Concepts of ST 00:00:17
Configuration-Item 00:00:55
Role: Process Practitioner 00:00:29
Processes of Service Transition 00:32:00
Processes-of-Service-Transition-Cont. 00:00:13
Purpose-and-Objective 00:00:58
Scope.. 00:00:28
Change-Management 00:01:46
Purpose Objectives and Scope of CM 00:00:42
Scope of Change Management 00:00:42
Different types of change 00:01:21
Remediation Planning 00:00:42
Concepts 00:00:39
Change-Proposal 00:00:39
Change Flow. 00:02:09
Seven Rs of Change Management. 00:01:02
Roles in Change Management 00:00:55
Change Advisory Board 00:00:51
Change Metrics 00:01:23
Key Challenges 00:01:19
Service Assets and Config.Mgt 00:00:35
SACM: Purpose, Objective & Scope. 00:01:22
Basic Concepts of SACM. 00:01:03
Key Concepts of SACM. 00:00:33
Key Concepts of SACM Cont. 00:00:48
Basic Concepts of CMDB & DML 00:00:48
Basic Concept of CMDB & DML Cont. 00:00:58
Logical Configuration Management 00:01:21
Relationship between CMBD CMS. 00:02:06
Release and Deployment Mgt Process. 00:00:44
Purpose & Objectives of RDM. 00:01:40
Scope and Aim of RDM. 00:00:32
Basic Concepts of RDM: Release Policy 00:01:58
Basic Concepts of RDM: Release-Unit 00:01:17
Basic Concepts: Release Type 00:00:48
Release and Deployment Approaches 00:02:14
Four Phases of Release and Deployment Management 00:01:19
Knowledge Management. 00:01:06
Knowledge Management Purpose and Objectives. 00:00:54
Scope of Knowledge Management Process 00:00:28
DIKW Structure 00:01:53
Service Knowledge Management System 00:00:58
SKMS Recap. 00:00:22
Service Transition Summary 00:00:42
ITIL Service Transition Quiz 00:05:00
Learning Unit 5: Service Operation
Introduction 00:01:09
Introduction Cont. 00:00:18
Service Operations Purpose and Objective 00:01:16
Service Operations Scope. 00:00:59
Value to Business. 00:01:21
Role of Communication 00:03:07
Events 00:01:22
Alerts and Incidents 00:01:05
Service Request. 00:01:03
Problems and Workaround 00:01:57
Known-Error-KE-and-KEDB 00:01:04
Impact Urgency Priority 00:01:04
Service Operations Process. 00:00:49
Event Management Purpose and Objectives 00:00:54
Event Management Scope 00:00:33
Event Management Process Activities 00:02:30
Event Management Process Activities cont. 00:01:39
Event Management: Managing Exceptional Events 00:01:20
Incident Management: Managing Informational Events. 00:02:18
What is Incident Management? 00:00:38
Incident Management Purpose and Obj 00:01:13
Incident Management Scope. 00:03:19
Incident Management Basic Concepts 00:02:18
Incident Management Process Flow. 00:03:21
Incident Management Process Interface 00:02:58
Problem Management 00:00:50
Scope and Value to Business of Problem Management 00:01:33
Problem Management Process 00:01:56
Problem Management process flow and activities 00:03:08
Problem Management Input to Change mgt. 00:02:02
Request Fulfillment Process 00:01:27
Request Fulfillment Process: Scope and Basic Concepts 00:01:00
Access Management Purpose and Objectives. 00:00:00
Access Management Scope 00:00:37
Access Management Basic Concepts 00:02:03
Service Operations Functions 00:01:05
Service Operation Function: Service Desk 00:01:13
Service Operation Function: Purpose of Service Desk 00:00:54
Service Operation Function: Organisation Structures 00:01:51
Service Desk Structures 00:01:01
Service Desk Structures-Centralised 00:00:28
Service Desk Structures – Virtual 00:00:52
Service Desk Staffing 00:02:35
Service Desk Metrics. 00:01:28
Technical Management Function 00:00:44
Technical Management Purpose and Objectives 00:00:55
Role of Application Management. 00:01:09
Application Management Purpose and Objectives 00:00:44
Application Development. 00:00:49
IT Operation Management Function 00:01:22
IT Operation Management Purpose and Objectives 00:00:56
Service Operations Summary 00:00:24
ITIL Service Operation Quiz 00:05:00
Learning Unit 6: Continual Service Improvement
Introduction to Learning Unit 6 00:01:14
Learning Objective 00:00:12
Purpose of CSI 00:01:10
Scope of CSI 00:01:32
CSI Value to Business 00:00:58
Basic Concept and Principles of CSI 00:00:30
CSI and Organisational Change 00:01:36
Kotter’s Eight step Approach for Success 00:01:10
Kotter’s Eight Step Approach II 00:01:31
Kotter’s Eight Step Approach III 00:02:21
Kotter’s Eight Step Approach IV 00:01:03
Kotter’s Eight Step Approach V 00:00:58
Kotter’s Eight Step Approach VI 00:01:29
Kotter’s Eight Step Approach VII 00:02:26
CSI Register 00:01:02
CSI Component – Service Measurement. 00:01:21
Reason to Monitor and Measure 00:00:55
Types of Metrics 00:02:10
Measurement and Metrics of CSI 00:00:18
Measurement and Metrics Of CSI – CSF & KPI 00:00:49
Key Definitions 00:01:06
CSI PDCA Deming-Cycle 00:00:50
Purpose and Objectives of 7-step Improvement 00:00:54
Seven Steps Improvement Process Scope 00:00:57
Seven Steps Improvement Process PDCA Cycle 00:02:24
Continual Service Improvement Model 00:01:22
CSI Summary 00:00:51
ITIL Continual Service Improvement Quiz 00:05:00

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