Requirements and Agreements

Requirements and Agreements
By Mark Thomas
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Video Courses > ITIL Foundations 2011 Certification Video Course
Module 1: Introduction
–
ITIL Video Course Introduction
2:08
ITIL Foundation Certification Exam
1:02
Module 2: What is ITIL?
–
What is ITIL?
2:13
Why is ITIL Successful? - Public vs Proprietary Frameworks and Standards
2:59
Best Practices in the Public Domain
3:24
Stages, Processes and Functions
2:18
Module 2 Sample Exam Questions - What is ITIL
1:23
Module 3: Service Management as a Practice
–
Service Management as a Practice - Introduction
1:25
Service Definitions - IT Services and Types
5:02
Stakeholders and Service Providers
2:51
Service Management - Resources and Capabilities
2:42
Service Management as a Practice - Sample Exam Questions
2:58
Module 4: Key Principles and Models
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Key Principles and Models - Introduction
1:01
Governance
2:43
Risk Management
4:10
Roles and Responsibilities
0:22
Process Owner, Manager, Practitioner and Service Owner
1:22
Process Manager
1:14
Process Practitioner
1:12
Service Owner
1:19
RACI Chart
2:41
Processes - Definition and Characteristics
2:26
Process Model
2:25
Service Automation
3:11
Module 4 Sample Exam Questions
2:44
Module 5: Service Strategy
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Service Strategy (SS) Intro
0:51
Service Strategy - Purpose, Objectives and Scope
3:30
Value - Creation Through Services
3:09
Utility and Warranty
2:21
How Customers Perceive Value
2:28
Value to the Business
2:38
Service Portfolio Management
4:36
Purpose, Scope and Objectives
4:19
Service Portfolio Sample Exam Question
1:00
Financial Management for IT Services
3:36
Financial Management -Business Case
2:26
Financial Management Sample Exam Question
0:52
Business Relationship Management
3:46
BRM compared with SLM
2:21
BRM sample exam question
1:21
Module 5 Service Strategy Sample Exam Questions
2:32
Module 6: Service Design
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Service Design (SD) Introduction
2:08
SD -Purpose, Objectives and Scope
2:10
Four Ps of Service Design
0:56
Five Aspects of Service Design
2:31
Service Design Package
2:50
Value to the Business
3:00
Service Catalog Management - Purpose, Objectives and Scope
4:36
Service Catalog Views
3:08
Service Design (SD) - Sample Exam Question
0:45
Service Level Management - Purpose, Objectives and Scope
3:38
Requirements and Agreements
5:29
Service Level Management - Key Activities
1:46
SLA Structures
2:08
Service Review
2:41
SLM Interfaces and Relationships
3:23
SLM -Sample Exam Questions
1:47
Availability Management - Purpose, Objectives and Scope
5:19
Interconnected Levels
1:25
Availability Management -Key Definitions
1:37
Vital Business Functions
2:13
Availability Management -Sample Exam Questions
1:27
Continuity Management - Purpose, Objectives and Scope
5:45
Business Impact Analysis and Risk
2:32
Continuity Management - Sample Exam Question
1:03
Capacity Management - Purpose, Objectives and Scope
4:47
Sub Processes
1:38
Capacity Plan
4:47
Patterns of Business Activity
2:04
Capacity Management - Sample Exam Questions
1:54
Information Security Management - Purpose, Objectives and Scope
4:22
Information Security Policy
3:04
Information Security Management - Sample Exam Question
0:33
Supplier Management - Purpose, Objectives and Scope
3:31
Supplier Categorization
1:27
Supplier Management - Sample Exam Question
1:15
Design Coordination - Purpose, Objectives and Scope
2:59
Design Coordination - Sample Exam Question
1:13
Service Design Sample Exam Questions
3:09
Module 7: Service Transition
–
Service Transition (ST) Introduction
1:38
Service Transition - Purpose, Objectives and Scope
3:22
Value to the Business
2:29
Change Management - Overview, Purpose, Scope and Objectives
5:15
Change Management - Types of Change Request
5:49
Change Proposal
3:14
Change Models
1:52
Change Advisory Boards (CAB)
4:43
Process Activities
2:38
Interfaces
3:24
Change Management - Sample Exam Questions
1:43
Release and Deployment Management - Overview, Purpose, Scope and Objectives
3:42
Release Policy
3:39
Phases
2:20
Release and Deployment Management - Sample Exam Questions
1:54
Service Asset and Configuration Management (SACM) - Overview
5:04
SACM - Purpose, Scope and Objectives
5:23
Basic Concepts
3:28
Configuration Item
3:00
Configuration Model
2:49
Configuration Management System (CMS)
2:27
Definitive Media Library (DML)
3:42
SACM - Sample Exam Questions
1:32
Knowledge Management - Overview, Purpose, Scope and Objectives
3:10
DIKW Model
2:20
Service Knowledge Management System (SKMS)
3:50
Knowledge Management - Sample Exam Questions
0:37
Transition Planning and Support - Overview, Purpose, Scope and Objectives
3:46
Transition Planning - Sample Exam Question
1:04
Service Transition Sample Exam Questions
3:31
Module 8: Service Operation (SO)
–
Service Operation - Introduction
4:23
Service Operation - Purpose, Objectives, Scope
3:01
Communication
1:30
Value to the Business
2:44
Event Management - Purpose, Scope and Objectives
5:03
Event Management - Sample Exam Questions
1:34
Incident Management - Purpose, Scope and Objectives
4:34
Incident Management Timescales - Models, Major and Tracking
7:18
Incident Management - Process Activities (Documentation)
4:04
Incident Management - Process Activities (Diagnosis)
5:44
Incident Management - Process Interfaces
3:11
Incident Management - Sample Exam Questions
2:51
Problem Management Purpose, Scope and Objectives
4:02
Reactive vs Proactive Problem Management
1:35
Problem Models, Problems vs Incidents
3:53
Problem Management - Key Definitions
1:46
Problem Management- Process Activities (Detection)
4:32
Problem Management- Process Activities (Diagnosis)
6:17
Major Problem Review
1:44
Problem Management - Process Interfaces
3:38
Problem Management - Sample Exam Questions
2:32
Request Fulfillment Purpose, Scope and Objectives
4:06
Request Fulfillment - Sample Exam Questions
2:30
Access Management - Purpose, Scope and Objectives
4:01
Access Management - Sample Exam Questions
1:14
Functions Explained
2:42
Service Desk Role - Justification and Objectives
5:14
Service Desk Organizational Structures
4:11
Technical Management Role and Objectives
2:09
Application Management Role, Objectives and Organization
3:17
IT Operations Management Role
2:17
Module 8 Sample Exam Questions - Service Operation
2:53
Module 9: Continual Service Improvement (CSI)
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Continual Service Improvement (CSI) Introduction
1:06
CSI - Purpose, Objectives and Scope
2:29
Why We Measure
1:20
Measurement Hierarchy
3:28
Types of Metrics
2:13
CSI Approach
2:31
Deming Cycle
1:35
CSI Register
2:32
Value to the Business
1:32
7-Step - Purpose, Objectives and Scope
2:22
7 Step - Process Activities
1:08
Module 9 Sample Exam Questions - Continual Service Improvement (CSI)
3:48
Module 10: Review and Exam Preparation
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ITIL Foundation Certification Exam Preparation
3:12
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Requirements and Agreements