Service Operation – IntroductionService Operation – IntroductionBy Mark ThomasBUY NOW $495 Buy for Teams Video Courses > ITIL Foundations 2011 Certification Video Course Share LOGIN Module 1: Introduction– ITIL Video Course Introduction 2:08 ITIL Foundation Certification Exam 1:02Module 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 1:23Module 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 2:58Module 4: Key Principles and Models– 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 2:44Module 5: Service Strategy– 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 2:32Module 6: Service Design– 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 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 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 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 Continuity Management - Purpose, Objectives and Scope 5:45 Business Impact Analysis and Risk 2:32 Continuity Management - Sample Exam Question 1:03 Capacity Management 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 Information Security Management - Purpose, Objectives and Scope 4:22 Information Security Policy 3:04 Information Security Management - Sample Exam Question 0:33 Supplier Management Supplier Management - Purpose, Objectives and Scope 3:31 Supplier Categorization 1:27 Supplier Management - Sample Exam Question 1:15 Design Coordination Design Coordination - Purpose, Objectives and Scope 2:59 Design Coordination - Sample Exam Question 1:13 Service Design Sample Exam Questions 3:09Module 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 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 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) 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 Transition Planning and Support - Overview, Purpose, Scope and Objectives 3:46 Transition Planning - Sample Exam Question 1:04 Service Transition Sample Exam Questions 3:31Module 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 Event Management - Purpose, Scope and Objectives 5:03 Event Management - Sample Exam Questions 1:34 Incident Management 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 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 Request Fulfillment Purpose, Scope and Objectives 4:06 Request Fulfillment - Sample Exam Questions 2:30 Access Management Access Management - Purpose, Scope and Objectives 4:01 Access Management - Sample Exam Questions 1:14 Functions 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 2:53Module 9: Continual Service Improvement (CSI)– Continual Service Improvement (CSI) Introduction 1:06 CSI - Purpose, Objectives and Scope 2:29 Measurements 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 Improvement Process 7-Step - Purpose, Objectives and Scope 2:22 7 Step - Process Activities 1:08 Module 9 Sample Exam Questions - Continual Service Improvement (CSI) 3:48Module 10: Review and Exam Preparation– ITIL Foundation Certification Exam Preparation 3:12View Entire Course Service Operation - Introduction