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ITSM&G

ITIL Service Operation: Nov 20 – 22

Welcome to the ITIL Service Operations Training Program Introduction

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4 weeks, 2 days
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Deji
28th November 2020
4 weeks, 2 days

Welcome to the ITIL Service Operations Training Program

Introduction

Course Currilcum

    • 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
    • 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
    • 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
    • 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
    • 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
    • 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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