New members: get your first 7 days of ITTutorPro Premium for free! Join for free

ITIL Capability Expert Program

Course Description

The ITIL Capability Expert Program is designed to give you specialized knowledge of the service processes of ITIL – the IT framework that sets the international benchmark of quality for IT professionals around the world. This Masters course focuses on the practical application of OSA, PPO, RCV and SOA, the four modules that support IT operations, application management and financial management.

About the Program

What are the course objectives?

Simplilearn’s ITIL Capability Expert program is designed to give you all the skills and knowledge you’ll need to become an IT services expert. The path to becoming a certified ITIL Service Capability Expert consists of four process oriented intermediate certifications: OSA, PPO, RCV & SOA. The courses focus on the practical application of these four modules that support IT operations, application management and financial management. This prescriptive program covers a detailed overview of the inputs, metrics, concepts, activities and outputs of each process. The learning path focuses on the day-to-day execution of ITIL practices and how these practices interact throughout specific phases of the service lifecycle. Completion of this program provides you with a deep understanding of ITIL processes and functions.

The 63+ hours of high quality e-learning content, simulation exams and 22 credit points earned of the course of the program prepare you to become an ITIL expert.

Why become an ITIL Capability Expert?

Certified professionals in the IT field are in constant demand worldwide and typically earn 40% more than their non-certified peers. Professionals taking ITIL training are encouraged to come up with new ideas and approaches to improve customer satisfaction and learn to contribute effectively to service delivery in the organization. This certification gives you the critical skillsets you’ll need in the ever-evolving world of IT.

Who should take this course?

The ITIL Capability Expert Program is particularly suitable for:
Business Process Owners
Business Managers
Operational Staff in Service Portfolio Management
Professionals in Service Catalogue Management, Service Level Management, Demand Management, Supplier Management,Financial Management and Business Relationship Management teams can also benefit from this course.

How do I become ITIL Capability Expert?

You will need to earn two credits from ITIL Foundation, 17 credits from Intermediates and five credits from MALC by passing the respective exams to be considered an ITIL Capability Expert.

Course Exam Credits
ITIL Foundation Score > 65% 2
ITIL Intermediate OSA Score > 70% 4
ITIL Intermediate PPO Score > 70% 4
ITIL Intermediate RCV Score > 70% 4
ITIL Intermediate SOA Score > 70% 4
ITIL Intermediate MALC

 

Share on:

Course Syllabus

Course 1

ITIL® Intermediate OSA
This ITIL® Intermediate Operational Support and Analysis (OSA) certification training allows you to apply support resolution and analysis to the service management lifecycle. It is a key module in the ITIL Intermediate Capability Stream leading to an IT Expert certificate in IT Service Management.

ITIL® Intermediate OSA

Learning Unit 00 – Introductory Lesson38:30
0.1 ITIL® 2011 Capability Module Operational Support and Analysis01:14
0.2 Agenda01:04
0.3 Objective00:24
0.4 ITIL® 2011 Introduction00:54
0.5 ITIL® 2011 Intermediate00:46
0.6 ITIL – Qualification Criteria01:53
0.7 Definition of Service Lifecycle00:49
0.8 Definition of Service Capability00:44
0.9 Difference between Lifecycle and Capability Modules00:34
0.10 Managing Across the Lifecycle00:44
0.11 Accreditation Institute00:05
0.12 OSA Course Description00:45
0.13 Course Objective00:49
0.14 Target Candidate00:22
0.15 Target Candidate contd..01:30
0.16 Exam Pre-requisites01:19
0.17 ITIL® 2011 OSA Exam Format01:09
0.18 Exam Tips00:20
0.19 Course Outline05:08
0.20 Quiz00:52
0.21 Foundation Basics00:15
0.22 ITIL – The Library Publications03:30
0.23 ITIL01:03
0.24 ITIL is presented as Best Practice. What are Best Practices?01:05
0.25 Why choose Public Standards over Proprietary ones?02:23
0.26 What is a Service?00:39
0.27 What is a Service Management?01:49
0.28 Service Management Roles: Service Owner01:15
0.29 Service Management Roles: Process Owner01:11
0.30 Connecting with Processes and Functions: RACI Matrix01:11
0.31 Key Terminology: Service Providers01:30
0.32 Key Terminology: Suppliers00:32
0.33 Thank You00:42
Learning Unit 01 – Introduction to Operation Support and Analysis37:00
1.1 Introduction to Operation Support and Analysis00:14
1.2 ITIL – The Library Constituents03:10
1.3 Service Operation – Purpose and Objectives01:16
1.4 Service Operation – Scope01:55
1.5 Service Operation – Processes01:41
1.6 Service Operation – Functions01:46
1.7 Value to the Business of OSA Activities01:46
1.8 Optimization of Service Operational Performance01:20
1.9 IT Service Management02:28
1.10 Concept of Service and Value – Definition of a Service02:35
1.11 Economic Value of a Service03:44
1.12 Combined Effects of Utility and Warranty02:19
1.13 Value to the Business – Monitor and Measure02:12
1.14 Process03:45
1.15 Organizing IT Service Management – Process Definition00:58
1.16 Characteristics of a Process01:23
1.17 Organizing IT Service Management – Organization Structure04:04
1.18 Summary00:24
1.19 Quiz
Learning Unit 02 – Event Management37:38
2.1 Event Management00:12
2.2 Event Management00:29
2.3 Event Management – Purpose00:51
2.4 Event Management – Objectives00:52
2.5 Event Management – Scope01:44
2.6 Event Management vs. Monitoring00:57
2.7 Event Management – Value to the Business01:45
2.8 Event Management – Policies01:54
2.9 Event Management – Principles and Basic Concepts02:17
2.10 Event Management – Key Concepts08:57
2.11 Event Management – Triggers01:22
2.12 Event Management – Inputs and Outputs01:00
2.13 Event Management – Interfaces01:52
2.14 Event Management – Information Management01:56
2.15 Event Management – Metrics01:24
2.16 Event Management – Challenges and Risks01:40
2.17 Event Management – CSFs and KPIs02:27
2.18 Event Management – Design02:35
2.19 Event Management – Use of Event Rule Sets and Correlation Engines01:03
2.20 Event Management – Technology01:59
2.21 Event Management – Summary00:22
2.22 Quiz
Learning Unit 03 – Incident Management40:50
3.1 Incident Management00:12
3.2 Incident Management00:33
3.3 Incident Management – Purpose00:25
3.4 Incident Management – Objective01:03
3.5 Incident Management – Scope00:48
3.6 Incident Management – Value to Business01:19
3.7 Incident Management – Policies01:24
3.8 Incident Management – Key Concepts02:07
3.9 Incident Management – Key Concepts01:14
3.10 Incident Management – Process Flow03:58
3.11 Incident Management – Activities02:18
3.12 Incident Management – Categorization01:37
3.13 Incident Management – Prioritization01:03
3.14 Incident Management – Investigation and Diagnosis01:58
3.15 Incident Management – Escalation03:03
3.16 Incident Management – Resolution and Recovery00:58
3.17 Incident Management – Closure02:16
3.18 Incident Management – Rules for reopening incidents01:14
3.19 Incident Management – Triggers00:58
3.20 Incident Management – Inputs and Outputs02:21
3.21 Incident Management – Interfaces02:01
3.22 Incident Management – Metrics and Information Management01:09
3.23 Incident Management – Information Management01:01
3.24 Incident Management – Challenges01:29
3.25 Incident Management – CSFs and KPIs02:07
3.26 Incident Management – Risks01:38
3.27 Service Operation – Incident Management Summary00:36
3.28 Quiz
Learning Unit 04 – Request Fulfillment24:52
4.1 Request Fulfillment00:11
4.2 Request Fulfillment00:30
4.3 Request Management – Purpose and Objectives01:07
4.4 Request Management – Scope01:25
4.5 Request Management – Value to Business01:03
4.6 Request Management – Policies01:07
4.7 Request Management – Principles and Key Concepts03:36
4.8 Request Fulfillment – Process Activities04:15
4.9 Request Fulfillment – Triggers01:00
4.10 Request Fulfillment – Inputs and Outputs01:02
4.11 Request Fulfillment – Interfaces00:58
4.12 Request Fulfillment – Information Management01:42
4.13 Request Fulfillment – Metrics01:03
4.14 Request Fulfillment – Challenges01:21
4.15 Request Fulfillment – Risks01:26
4.16 Request Fulfillment – CSFs and KPIs02:35
4.17 Request Fulfillment – Summary00:31
4.18 Quiz
Learning Unit 05 – Problem Management26:36
5.1 Problem Management00:11
5.2 Problem Management00:35
5.3 Problem Management – Objective00:33
5.4 Problem Management – Scope02:44
5.5 Problem Management – Value to the Business00:58
5.6 Problem Management – Key Concepts01:41
5.7 Problem Management – Key Concepts02:23
5.8 Problem Management – Process Flow01:11
5.9 Problem Management – Activities02:51
5.10 Problem Management – Techniques01:41
5.11 Problem Management – Inputs and Outputs01:21
5.12 Problem Management – Triggers01:04
5.13 Problem Management – Interfaces03:04
5.14 Problem Management – Information Management01:10
5.15 Problem Management – Metrics01:15
5.16 Problem Management – CSFs and KPIs02:32
5.17 Problem Management – Challenges and Risks00:59
5.18 Problem Management Summary00:23
5.19 Quiz
Learning Unit 06 – Access Management21:57
6.1 Access Management00:11
6.2 Access Management00:24
6.3 Access Management – Purpose and Objectives00:45
6.4 Access Management – Scope01:10
6.5 Access Management – Value to the Business01:11
6.6 Access Management – Policies01:05
6.7 Access Management – Key Concepts01:50
6.8 Access Management – Activities02:02
6.9 Access Management – Activities01:55
6.10 Access Management – Triggers01:30
6.11 Access Management – Inputs and Outputs00:52
6.12 Access Management – Interfaces01:39
6.13 Access Management – Information Management02:14
6.14 Access Management – Metrics00:42
6.15 Access Management – Challenges and Risks01:48
6.16 Access Management – CSFs and KPIs02:21
6.17 Access Management – Summary00:18
6.18 Quiz
Learning Unit 07 – Service Desk32:27
7.1 Service Desk00:12
7.2 Service Desk00:18
7.3 Objectives00:24
7.4 Responsibilities00:47
7.5 Organizational Structures00:50
7.6 Local Service Desk01:06
7.7 Centralized Service Desk01:21
7.8 Virtual Service Desk02:05
7.9 Specialized Service Desk00:46
7.10 Environment01:14
7.11 Single Point of Contact02:09
7.12 Staffing00:22
7.13 Staffing Levels02:04
7.14 Staffing Levels01:10
7.15 Skill Levels01:43
7.16 Skill Levels02:05
7.17 Training01:38
7.18 Staff Retention01:12
7.19 Super Users01:09
7.20 Service Desk Metrics01:08
7.21 Customer or User Satisfaction Surveys01:38
7.22 Outsourcing the Service Desk01:26
7.23 Outsourcing; Common Tools and Processes01:14
7.24 Outsourcing SLA Targets00:44
7.25 Outsourcing Good Communications01:52
7.26 Outsourcing Ownership of Data01:19
7.27 Summary00:31
7.28 Quiz
Learning Unit 08 – Functions and Roles52:16
8.1 Functions and Roles00:12
8.2 Functions04:52
8.3 Technical Management – Objectives00:49
8.4 Technical Management – Roles01:36
8.5 Technical Management – Activities(One of Two)01:07
8.6 Technical Management – Activities(Two of Two)02:02
8.7 IT Operations Management – Objectives00:35
8.8 IT Operations Management – Subfunctions02:07
8.9 IT Operations Management – Roles02:26
8.10 IT Operations Management – Documentation02:50
8.11 Applications Management – Objectives00:41
8.12 Applications Management – Roles01:19
8.13 Applications Management – Activities03:22
8.14 Roles and Responsibilities00:39
8.15 Service Owner Responsibilities(1 of 2)02:45
8.16 Service Owner Responsibilities(2 of 2)01:06
8.17 Generic Process Owner Responsibilities02:22
8.18 Process Manager – Responsibilities01:32
8.19 Process Practitioner – Responsibilities01:23
8.20 Key roles related to Incident Management Process(1of4)01:47
8.21 Key roles related to Incident Management Process(2of4)01:29
8.22 Key roles related to Incident Management Process(3of4)01:16
8.23 Key roles related to Incident Management Process(4of4)01:09
8.24 Key roles related to Problem Management Process(1of2)02:42
8.25 Key roles related to Problem Management Process(2of2)02:07
8.26 Key roles related to Request Fulfilment Process(1of2)02:23
8.27 Key roles related to Request Fulfilment Process(2of2)02:11
8.28 Key roles related to Event Management Process01:52
8.29 Key roles related to Access Management Process01:15
8.30 Functions Summary00:20
8.31 Quiz
Learning Unit 09 – Technology Implementation Considerations50:48
9.1 Technology Implementation Considerations00:14
9.2 Technology and Implementation Considerations00:29
9.3 Generic Requirements (Toolsets) One of Two02:45
9.4 Generic Requirements (Toolsets) Two of Two01:59
9.5 Evaluation Criteria for Process Implementation (One of Three)01:35
9.6 Evaluation Criteria for Process Implementation (Two of Three)01:09
9.7 Evaluation Criteria for Process Implementation (Three of Three)02:24
9.8 Service Design Evaluation Criteria01:35
9.9 Service Design Evaluation Criteria01:48
9.10 Projects, Risks and Staffing Practices One of Two01:11
9.11 Projects, Risks and Staffing Practices Two of Two01:41
9.12 Implementing Service Operation – Managing Risk in Service Operation01:36
9.13 Implementing Service Operation – Managing Change in Service Operation02:58
9.14 Service Design – Challenges01:18
9.15 Service Design – Risks02:15
9.16 Service Transition – Challenges02:15
9.17 Service Transition – Risks01:13
9.18 Service Transition – Critical Success Factors01:47
9.19 Service Operation – Challenges02:14
9.20 Service Operation Managers – Challenges (1of2)02:00
9.21 Service Operation – Challenges (2of2)01:42
9.22 Service Operation – Risks03:02
9.23 Service Operation – CSFs (1of3)02:00
9.24 Service Operation – CSFs (2of3)02:05
9.25 Service Operation – CSFs (3of3)01:26
9.26 Implementing Service Operation – Planning and Implementing Service Management Technologies03:32
9.27 Implementing Service Operation – Planning and Implementing Service Management Technologies01:54
9.28 Technology and Implementation Considerations – Summary00:41
9.29 Quiz
Learning Unit 10 – Summary exam preparation and direct studies01:05
10.1 Summary: Exam Preparation and Directed00:30
10.2 Directed Studies and Glossary00:08
10.3 Checkpoints00:21
10.4 Thank You00:06

Course 2

ITIL® Intermediate PPO
Learn the skills necessary to ensure that new services, management systems, tools, and architectures are sustainably designed to meet user needs with this ITIL® Intermediate Planning, Protection, and Optimization (PPO) Certification course. This will prepare you for the ITIL PPO certification exam.

ITIL Intermediate PPO

Learning Unit 00 – Introductory Lesson44:32
0.1 ITIL® 2011 Capability Module Planning Protection and Optimization01:14
0.2 Agenda01:04
0.3 Objective00:25
0.4 ITIL® 2011 Introduction00:59
0.5 ITIL® 2011 Intermediate00:51
0.6 ITIL – Qualification Criteria02:03
0.7 Definition of Service Lifecycle00:51
0.8 Definition of Service Capability00:46
0.9 Difference Between Lifecycle and Capability Modules00:37
0.10 Managing Across the Lifecycle00:47
0.11 Accreditation Institute00:05
0.12 PPO Course Description01:20
0.13 Course Objective01:15
0.14 Target Candidate00:23
0.15 Target Candidate Continued01:42
0.16 Exam Pre-requisites01:09
0.17 ITIL® 2011 PPO Exam Format01:11
0.18 Exam Tips00:23
0.19 Course Outline06:38
0.20 Quiz00:57
0.21 Foundation Basics00:22
0.22 ITIL®02:42
0.23 ITIL® Publication03:24
0.24 ITIL® is presented as Best Practice What are Best Practices00:57
0.25 Why choose Public Standards over Proprietary ones?02:09
0.26 What is a Service?00:36
0.27 What is a Service Management?01:45
0.28 Service Management Roles: Service Owner01:20
0.29 Service Management Roles: Process Owner00:55
0.30 Connecting with Processes and Functions: RACI Matrix02:49
0.31 Key Terminology: Service Providers01:35
0.32 Key Terminology: Suppliers00:39
0.33 Thank You00:39
Learning Unit 01 – Introduction to PPO48:04
1.1 Introduction to PPO00:23
1.2 Introduction to PPO00:15
1.3 Service Design – Purpose00:42
1.4 Service Design – Objectives00:53
1.5 Service Design – Value to Business02:40
1.6 Service Design – Basics02:35
1.7 Planning Protection and Optimization – Processes00:26
1.8 Service Design – Inputs01:03
1.9 Service Design – Outputs01:34
1.10 Objectives of Design Co-ordination02:35
1.11 Design Co-ordination – Scope03:09
1.12 Design Co-ordination – Value01:41
1.13 Design Co-ordination – Role of Design Coordination within PPO00:36
1.14 Design Co-ordination – Interfaces07:09
1.15 IT Service Management02:39
1.16 Concept of Service and Value – Definition of a Service02:15
1.17 Economic Value of a Service03:24
1.18 Combined Effects of Utility and Warranty02:02
1.19 Value to the Business – Monitor and Measure02:09
1.20 Process03:44
1.21 Organizing IT Service Management – Process Definition00:44
1.22 Characteristics of a Process01:09
1.23 Organizing IT Service Management – Organization Structure03:55
1.24 Summary00:22
1.25 Quiz
Learning Unit 02 – Capacity Management41:51
2.1 Capacity Management00:18
2.2 Capacity Management00:23
2.3 Capacity Management – Purpose and Objectives01:48
2.4 Capacity Management – Scope03:38
2.5 Capacity Management – Value to the Business01:29
2.6 Capacity Management – Policies02:35
2.7 Capacity Management – Principles02:04
2.8 Capacity Management – Process Activities02:11
2.9 Capacity Management – Sub-processes03:24
2.10 Capacity Management – Underpinning Iterative Activities01:39
2.11 Capacity Management – Thresholds Management and Control01:57
2.12 Capacity Management – Demand Management01:56
2.13 Capacity Management – Modeling and Trending02:35
2.14 Capacity Management – Application Sizing02:21
2.15 Exercise – 100:20
2.16 Capacity Management – Triggers01:06
2.17 Capacity Management – Inputs and Outputs01:19
2.18 Capacity Management – Interfaces01:45
2.19 Capacity Management – Information Management03:17
2.20 Capacity Management – Challenges and Risks02:42
2.21 Capacity Management – CSFs and KPIs02:31
2.22 Capacity Management – Summary00:33
2.23 Quiz
Learning Unit 03 – Availability Management46:37
3.1 Availability Management00:17
3.2 Availability Management00:25
3.3 Availability Management – Purpose and Objectives02:48
3.4 Availability Management – Scope03:43
3.5 Availability Management – Value to the Business01:22
3.6 Availability Management – Policies03:51
3.7 Availability Management – Basic Concepts 1of301:53
3.8 Availability Management – Basic Concepts 2of302:22
3.9 Availability Management – Basic Concepts 3of300:47
3.10 Availability Management – Reactive Activities01:02
3.11 Availability Management – Proactive Activities03:06
3.12 Availability Management – Techniques02:28
3.13 Availability Management – Triggers01:34
3.14 Availability Management – Inputs and Outputs04:56
3.15 Availability Management – Interfaces02:29
3.16 Availability Management – CSFs and KPIs03:33
3.17 Availability Management – Information Management05:37
3.18 Availability Management – Challenges and Risks03:51
3.19 Service Design – Availability Management Summary00:33
3.20 Quiz
Learning Unit 04 – IT Service Continuity Management57:47
4.1 IT Service Continuity Management00:19
4.2 IT Service Continuity Management00:23
4.3 IT Service Continuity Management – Purpose and Objectives02:45
4.4 IT Service Continuity Management – Scope03:17
4.5 IT Service Continuity Management – Value to the Business00:49
4.6 IT Service Continuity Management – Policies04:21
4.7 IT Service Continuity Management – Lifecycle01:00
4.8 IT Service Continuity Management – Activities 1of1104:02
4.9 IT Service Continuity Management – Activities 2of1105:13
4.10 IT Service Continuity Management – Activities 3of1103:17
4.11 IT Service Continuity Management – Activities 4of1101:23
4.12 IT Service Continuity Management – Activities 5of1103:07
4.13 IT Service Continuity Management – Activities 6of1103:51
4.14 IT Service Continuity Management – Activities 7of1103:34
4.15 IT Service Continuity Management – Activities 8of1102:10
4.16 IT Service Continuity Management – Activities 9of1102:53
4.17 IT Service Continuity Management – Activities 10of1102:21
4.18 IT Service Continuity Management – Activities 11of1102:18
4.19 Exercise – 200:21
4.20 IT Service Management – Triggers01:24
4.21 IT Service Continuity Management – Interfaces02:14
4.22 IT Service Continuity Management – Inputs and Outputs01:34
4.23 IT Service Continuity Management – CSFs and KPIs01:51
4.24 IT Service Continuity Management – Challenges and Risks01:05
4.25 IT Service Continuity Management – Information Management01:44
4.26 IT Service Continuity Management – Summary00:31
4.27 Quiz
Learning Unit 05 – Information Security Management29:27
5.1 Information Security Management00:15
5.2 Information Security Management00:25
5.3 Information Security Management – Purpose and Objective00:41
5.4 Information Security Management – Scope01:27
5.5 Information Security Management – Value to the Business01:00
5.6 Information Security Management – Policies01:50
5.7 Information Security Management – Key Concepts01:07
5.8 Information Security Management – Key Concepts00:41
5.9 Information Security Management – Key Concepts01:09
5.10 Information Security Management – Key Concepts01:08
5.11 Information Security Management – Key Concepts00:32
5.12 Information Security Management – Key Concepts00:59
5.13 Information Security Management – Key Concepts01:22
5.14 Information Security Management – Key Concepts02:48
5.15 Information Security Management – Triggers01:20
5.16 Exercise – 300:21
5.17 Information Security Management – Interfaces02:56
5.18 Information Security Management – Inputs and Outputs03:12
5.19 Information Security Management – CSFs and KPIs02:21
5.20 Information Security Management – Challenges00:34
5.21 Information Security Management – Risks01:35
5.22 Information Security Management – Information Management01:09
5.23 Information Security Management Summary00:35
5.24 Quiz
Learning Unit 06 – Demand Management39:03
6.1 Demand Management00:19
6.2 Demand Management00:21
6.3 Demand Management and service lifecycle01:25
6.4 Purpose and Objectives of Demand Management01:54
6.5 Scope of Demand Management02:27
6.6 Value to the Business00:39
6.7 Demand Management – Basic Concepts 1of400:36
6.8 Demand Management – Basic Concepts 2of401:41
6.9 Demand Management – Basic Concepts 3of401:15
6.10 Demand Management – Basic Concepts 4of402:21
6.11 Challenges in Managing Service Demand00:44
6.12 Management of Operation Demand02:09
6.13 Activities00:56
6.14 Activity based Demand Management01:34
6.15 Activity based Demand Management01:55
6.16 Benefits for analysing PBA00:54
6.17 Codifying of PBAs00:25
6.18 User Profile01:09
6.19 PBA and User Profile00:49
6.20 Differentiated Offerings01:10
6.21 Triggers Inputs and Outputs02:03
6.22 Outputs00:41
6.23 Interfaces04:57
6.24 Information Management00:57
6.25 Critical Success Factors02:22
6.26 Key Performance Indicators00:55
6.27 Challenges01:05
6.28 Risks00:48
6.29 Demand Management Summary00:32
6.30 Quiz
Learning Unit 07 – PPO Roles and Responsibilities27:21
7.1 Roles and Responsibilities00:16
7.2 Roles and Responsibilities00:15
7.3 Process Owner01:15
7.4 Process Manager00:56
7.5 Process Practitioner00:50
7.6 Capacity Management Process Owner03:58
7.7 Capacity Management Process Manager04:10
7.8 Availability Management Process Owner00:10
7.9 Availability Management Process Manager03:43
7.10 IT Service Continuity Management Process Owner02:55
7.11 IT Service Continuity Management Process Manager02:14
7.12 Information Security Management Process Owner02:45
7.13 Information Security Management Process Manager02:11
7.14 Key roles for Demand management01:06
7.15 Roles and Responsibilities Summary00:37
7.16 Quiz
Learning Unit 08 – Technology and Implementation considerations52:14
8.1 Technology and Implementation Considerations00:19
8.2 Technology and Implementation Considerations00:45
8.3 PPO Technology Considerations00:56
8.4 Designing Technology Architectures02:55
8.5 Generic Requirements (Toolsets)05:07
8.6 Evaluation Criteria for Technology01:39
8.7 Requirements Classification – MoSCoW01:20
8.8 Process Implementation00:42
8.9 Service Design Evaluation Criteria01:36
8.10 Service Design – Challenges01:17
8.11 Service Design – Risks02:21
8.12 Service Design – CSFs and KPIs03:14
8.13 Service Transition – Challenges02:14
8.14 Service Transition – Risks01:41
8.15 Service Transition – Critical Success Factors01:40
8.16 Service Operation – Challenges02:20
8.17 Service Operation Managers – Challenges 1of202:24
8.18 Service Operation – Challenges 2of203:48
8.19 Service Operation – Risks03:26
8.20 Service Operation – CSFs 1of301:29
8.21 Service Operation – CSFs 2of302:19
8.22 Service Operation – CSFs 3of301:58
8.23 Implementing Service Operation – Planning03:41
8.24 Implementing Service Operation – Planning01:48
8.25 Exercise – 400:17
8.26 Exercise – 4 (Contd)00:27
8.27 Summary00:31
8.28 Quiz
Learning Unit 09 – Summary exam preparation and direct studies02:18
9.1 Exam Preparation00:29
9.2 Exam Hints 1of400:17
9.3 Exam Hints 2of400:17
9.4 Exam Hints 3of400:17
9.5 Exam Hints 4of400:17
9.6 Case Studies Directed studies and Glossary00:08
9.7 Checkpoints00:17
9.8 Thank You00:16

Course 3

ITIL® Intermediate RCV
The ITIL® Intermediate Release, Control, and Validation (RCV) certification will showcase your expertise in planning, testing, and implementing new services to meet organizational goals and user requirements. This training module validates your knowledge of best practices in service management.

ITIL® Intermediate RCV

Learning Unit 00 – Introductory Lesson41:44
0.1 Introductory Lesson01:14
0.2 Agenda01:07
0.3 Objective00:27
0.4 ITIL® 2011 Introduction00:58
0.5 ITIL® 2011 Intermediate00:49
0.6 ITIL – Qualification Criteria01:53
0.7 Definition of Service Lifecycle00:49
0.8 Definition of Service Capability00:46
0.9 Difference between Lifecycle and Capability Modules00:37
0.10 Managing Across the Lifecycle00:46
0.11 Accreditation Institute00:43
0.12 RCV Course Description00:56
0.13 Course Objective00:57
0.14 Target Candidate00:37
0.15 Target Candidate contd..01:13
0.16 Exam Pre-requisites01:27
0.17 ITIL® 2011 RCV Exam Format01:10
0.18 Exam Tips00:15
0.19 Course Outline08:06
0.20 Quiz00:55
0.21 Foundation Basics00:16
0.22 ITIL History01:49
0.23 ITIL Service Management Lifecycle03:20
0.24 ITIL Processes across lifecycle00:33
0.25 Foundation Basics-4P’s01:55
0.26 Business and IT Alignment How and what?01:10
0.27 What is Service?00:41
0.28 Service Management02:03
0.29 Service and value01:25
0.30 What is a Process?01:02
0.31 Governance and ITSM01:12
0.32 Thank You00:33
Learning Unit 01 – Introduction to Release26:03
1.1 Learning Unit 100:35
1.2 Service Transition01:00
1.3 Purpose and Objectives of Service Transition01:11
1.4 Key Terms in Service Transition01:16
1.5 Key Terms in Service Transition01:17
1.6 Service Transition – Scope in Relation to RCV processes ( 1 of 2)00:58
1.7 Service Transition – Scope in Relation to RCV processes ( 2 of 2)00:59
1.8 Service Transition Processes and Activities02:48
1.9 Service Transition – Value to Business ( 1of 2)01:05
1.10 Service Transition – Value to Business ( 2 of 2)00:48
1.11 Inter Lifecycle Stages Process interaction00:45
1.12 Developing an effective Service Transition Strategy00:21
1.13 Service Transition Lifecycle Stages01:19
1.14 Key initiatives for an effective preparation for Service Transition01:13
1.15 Planning and Coordinating Service Transition: Best Practices01:19
1.16 Planning and Coordinating Service Transition: Best Practices01:21
1.17 Planning and Coordinating Service Transition: Best Practices00:59
1.18 Planning and Coordinating Service Transition: Best Practices01:02
1.19 Providing Transition Process Support to Stakeholders01:03
1.20 Providing Transition Process Support to Stakeholders00:50
1.21 Providing Transition Process Support to Stakeholders01:05
1.22 Providing Transition Process Support to Stakeholders01:17
1.23 Learning Unit Summary01:32
1.24 Practical Exercise: Activity
1.25 Quiz
Learning Unit 02 – Change Management01:19:25
2.1 Learning Unit 201:06
2.2 Purpose and Objectives of Change Management00:47
2.3 Scope of Change Management Process00:52
2.4 Scope of Change Management: Strategic, Tactical, and Operational01:56
2.5 Business Value of Change Management02:52
2.6 Business Value of Change Management: Examples from Real Life00:50
2.7 Exercise: Assess the Impact of a Change00:17
2.8 Change Management Policies02:23
2.9 Change Management: Design and Planning Considerations01:17
2.10 Concept Refresh00:21
2.11 Concept Refresh00:17
2.12 What is Change Request?00:47
2.13 Types of Change Request00:46
2.14 Types of Changes,RFC’s& Changes Records : Lets Set The Record Straight!01:33
2.15 Types of request by Service Lifecycle stage00:43
2.16 Change Models01:09
2.17 Change Proposals00:56
2.18 Standard Changes02:03
2.19 Standard Changes contd..00:55
2.20 Remediation Planning01:48
2.21 Change Management Process Activities00:51
2.22 Typical activities in Managing individual changes00:33
2.23 Example Process flow for a Normal Change Request00:44
2.24 Example Process flow for a Standard Operational Change Request01:09
2.25 Major Change Management Activities00:21
2.26 Change Management Activities Methods and Techniques ( 1 of 6)01:19
2.27 Change Management Activities Methods and Techniques (2 of 6)03:11
2.28 7 R’s of Change Management01:00
2.29 Practical Exercise00:07
2.30 Example of Change Authorization Model01:19
2.31 Change Management Activities Methods and Techniques (3 of 6)02:05
2.32 Change Management Activities Methods and Techniques (4 of 6)04:12
2.33 Change Management Activities Methods and Techniques (5 of 6)03:38
2.34 Change Management Activities Methods and Techniques (6 of 6)03:37
2.35 Change Management Process Triggers03:00
2.36 Change Management Process Inputs and Outputs02:04
2.37 Change Management Process Interfaces04:26
2.38 Change Management Interfaces within Service Management02:55
2.39 Change Management Interfaces with SACM00:17
2.40 Change Information Management01:17
2.41 Change Management CSF’s And KPI’s ( 1 of 3)01:54
2.42 Change Management CSF’s And KPI’s ( 2 of 3)00:50
2.43 Change Management CSF’s And KPI’s ( 3 of 3)00:48
2.44 Change Management Challenges01:07
2.45 Change Management Risks01:05
2.46 Change Management Risks ( 2 of 2)00:47
2.47 Change Management Operational Activities00:41
2.48 Change Triggers in Service Operations01:34
2.49 Managing Change In Service Operations01:46
2.50 Managing organization and stakeholder change02:09
2.51 Understanding the Organization Culture01:29
2.52 Understanding the Organization Culture00:45
2.53 Understanding the Organization Culture00:50
2.54 Understanding the Organization Culture00:13
2.55 Learning Unit Summary01:44
2.56 Quiz
Learning Unit 03 – Service Asset and Configuration Management48:27
3.1 Learning Unit 301:15
3.2 Purpose of Service Asset and Configuration Management(SACM)01:18
3.3 SACM – Key Terms01:03
3.4 Objectives of Service Assets & Configuration Management00:26
3.5 Scope of SACM Process01:38
3.6 Business value of SACM01:13
3.7 Service Assets and Configuration Management Principles (1 of 2)01:16
3.8 Service Assets and Configuration Management Principles (2 of 2)01:01
3.9 Basic Concepts in SACM01:07
3.10 Basic Concepts in SACM01:32
3.11 A Logical Configuration Model01:22
3.12 Configuration Management System (CMS)01:45
3.13 The Architectural layers of the CMS.02:30
3.14 Major Components of Configuration Management System06:33
3.15 Activities of Asset Management01:35
3.16 Software Asset Management00:49
3.17 The relationship between the DML and a CMDB in the CMS.00:22
3.18 Asset and Configuration Management Activities00:31
3.19 Asset and Configuration Management Activities06:02
3.20 Practical Exercise00:18
3.21 Information Management considerations for SACM02:10
3.22 SACM Process Triggers, Inputs and Outputs01:21
3.23 SACM Service Management Interfaces01:36
3.24 SACM CSF’s And KPI’s ( 1 of 3)02:15
3.25 SACM CSF’s And KPI’s ( 2 of 3)01:10
3.26 SACM CSF’s And KPI’s (3 of 3)00:57
3.27 The challenges and risks of SACM02:10
3.28 Typical SACM activities performed on a daily basis by SO01:44
3.29 Learning Unit Summary00:50
3.30 SACM Quiz Scenario00:16
3.31 SACM Quiz Question00:11
3.32 SACM Quiz Explanations00:11
3.33 Quiz
Learning Unit 04 – Service Validation and Testing40:15
4.1 Learning Unit 401:05
4.2 Purpose of Service Validation and Testing Process (SVT)01:52
4.3 Scope of the Service Validation and Testing Process02:13
4.4 Value to Business of Service Validation and Testing Process00:57
4.5 Service Validation and Testing Policies03:10
4.6 Test Models
4.7 Various Validation and Testing Perspectives and Their Purpose01:38
4.8 The stakeholder groups’ requirements to be addressed01:37
4.9 Test levels and Test models01:04
4.10 Test levels and Test models : Service V Model01:43
4.11 Service Validation and Testing Process : Key Activities00:30
4.12 Service Validation and Testing Process : Key Activities02:01
4.13 Service Validation and Testing Process : Key Activities01:04
4.14 Service Validation and Testing Process : Key Activities00:32
4.15 Service Validation and Testing Process : Key Activities00:27
4.16 Service Validation and Testing Process : Key Activities01:15
4.17 Service Validation and Testing Process : Key Activities00:58
4.18 Service Validation and Testing Process : Key Activities00:35
4.19 Service Validation and Testing Process Triggers, Inputs and Outputs04:23
4.20 Service Validation and Testing Interfaces to Other Lifecycle Stages01:28
4.21 Service Validation and Testing Information Management03:29
4.22 Practices of maintaining Test Data and Test Environments01:22
4.23 Critical Success (CSF’s) And Key Performance Indicators (KPI’s)02:32
4.24 Critical Success (CSF’s) And Key Performance Indicators (KPI’s)00:41
4.25 Critical Success (CSF’s) And Key Performance Indicators (KPI’s)00:43
4.26 Challenges and Risks01:28
4.27 Learning Unit Summary01:28
4.28 Quiz
Learning Unit 05 – Release and Deployment Management01:30:52
5.1 Learning Unit 501:11
5.2 Purpose of Release and Deployment Management (RDM)02:42
5.3 Objectives and Scope of Release and Deployment Management01:27
5.4 Value to Business of Release and Deployment Process01:10
5.5 Release and Deployment Policies01:06
5.6 Release Unit and Identification02:06
5.7 Simplified example of Release Units for an IT service00:29
5.8 Designing Release and Release Packages01:16
5.9 Architecture elements to be built and tested02:19
5.10 Example of a release package01:15
5.11 Coordinating the deployment of service components01:44
5.12 Release design options and considerations : Big Bang vs. Phased01:03
5.13 Option for ‘Big Bang’ and phased deployment01:02
5.14 Phased deployment across geographical locations00:54
5.15 Release design option and consideration: push and pull00:58
5.16 Release design options and considerations: Manual vs. Automation00:58
5.17 Release and deployment models01:52
5.18 Considerations in Release and deployment models01:33
5.19 Phases of Release and Deployment management01:45
5.20 Phases of Release and Deployment management00:45
5.21 Release and Deployment plans01:55
5.22 Pass or Fail criteria01:59
5.23 Build and Test Planning01:47
5.24 Types of Environments Prior to Productions03:10
5.25 Deployment Planning00:20
5.26 Deployment Planning00:14
5.27 Planning of Pilots05:47
5.28 Financial or Commercial planning01:13
5.29 Release Build and Test: Key steps and techniques06:51
5.30 Planning and Preparing for Deployment01:19
5.31 Example of a set of deployment activities00:49
5.32 Deployment: Assess readiness of target group01:14
5.33 Deployment : Develop plans01:28
5.34 Deployment: Perform Transfer, Deployment and Retirement00:28
5.35 Perform Transfer, Deployment and Retirement00:52
5.36 Perform Transfer, Deployment and Retirement01:05
5.37 Perform Transfer, Deployment and Retirement00:50
5.38 Perform Transfer, Deployment and Retirement00:41
5.39 Perform Transfer, Deployment and Retirement01:17
5.40 Perform Transfer, Deployment and Retirement01:05
5.41 Perform Transfer, Deployment and Retirement01:35
5.42 Perform Transfer, Deployment and Retirement00:56
5.43 Perform Transfer, Deployment and Retirement00:30
5.44 Verify Deployment01:51
5.45 Early Life Support02:37
5.46 Example of early life support activities00:52
5.47 Illustration of the benefits of targeted early life support02:55
5.48 Review and Close Deployment Activities to Include02:15
5.49 Release and Deployment Management: Process Triggers00:24
5.50 Release and Deployment Management: Process Inputs and Outputs03:03
5.51 Release and Deployment Management: Interfaces02:05
5.52 Release and Deployment Management: Information Management02:19
5.53 Release and Deployment CSF’s And KPI’s ( 1 of 3)01:27
5.54 Release and Deployment CSF’s And KPI’s ( 2 of 3)00:50
5.55 Release and Deployment CSF’s And KPI’s ( 3 of 3)00:41
5.56 Risks and Challenges02:06
5.57 Typical RDM activities performed on a daily basis by Service Operation01:03
5.58 Learning Unit Summary01:24
5.59 Quiz
Learning Unit 06 – Request Fulfillment26:10
6.1 Learning Unit 601:06
6.2 Purpose and Objectives of Request Fulfillment01:03
6.3 Scope of Request Fulfillment01:16
6.4 Request Fulfillment- Value to Business00:51
6.5 Request Fulfillment- Policies ( 1 of 3)01:30
6.6 Request Fulfillment- Policies ( 2 of 3)00:48
6.7 Request Fulfillment- Policies ( 3 of 3)01:04
6.8 Principles and Basic Concepts00:59
6.9 Principles and Basic Concepts00:41
6.10 Principles and Basic Concepts00:29
6.11 Principles and Basic Concepts01:17
6.12 Process Activities, Methods and Techniques00:26
6.13 Process Activities, Methods and Techniques00:35
6.14 Process Activities, Methods and Techniques00:35
6.15 Process Activities, Methods and Techniques00:33
6.16 Process Activities, Methods and Techniques00:28
6.17 Process Activities, Methods and Techniques00:24
6.18 Process Activities, Methods and Techniques00:30
6.19 Process Activities, Methods and Techniques00:34
6.20 Process Activities, Methods and Techniques00:36
6.21 Process Activities, Methods and Techniques00:27
6.22 Practical Exercise00:19
6.23 Request Fulfillment Inputs and Outputs00:53
6.24 Request Fulfillment Inputs and Outputs00:53
6.25 Request Fulfillment Interfaces with other lifecycle Stages00:45
6.26 Request Fulfillment Interfaces with other lifecycle Stages00:11
6.27 Request Fulfillment Information Management00:37
6.28 Critical Success Factors (CSF’s) and Key Performance Indicators(KPI’s)01:43
6.29 Critical Success Factors (CSF’s) and Key Performance Indicators(KPI’s)00:59
6.30 Practical Exercise00:18
6.31 Request Fulfillment- Challenges00:58
6.32 Request Fulfillment – Risks01:18
6.33 learning Unit Summary01:04
6.34 Quiz
6.35 Scenario
Learning Unit 07 – Change Evaluation29:49
7.1 Learning Unit 700:51
7.2 Purpose and Objectives of Change Evaluation00:58
7.3 Scope of Change Evaluation00:56
7.4 Change Evaluation – Value to Business00:41
7.5 Change Evaluation Policies00:49
7.6 Change Evaluation Principles00:50
7.7 Change Evaluation Plan-Do-Check-Act (PDCA)01:09
7.8 Change Evaluation- Terms (1 of 2)01:14
7.9 Change Evaluation- Terms (2 of 2)01:08
7.10 Change Evaluation- Process Flow00:16
7.11 Evaluation Plan01:05
7.12 Understanding the Intended effects of a change01:20
7.13 Understanding the Unintended effects of a change01:01
7.14 Factors for considering the effect of a service change00:28
7.15 Evaluation of Predicted Service Performance01:01
7.16 Evaluation of Actual Service Performance (1 of 2)01:05
7.17 Evaluation of Actual Service Performance (2 of 2)00:50
7.18 Risk Management02:30
7.19 Risk Management – Deviations00:54
7.20 Risk Management – Test Plans and Results01:11
7.21 Change Evaluation Report01:19
7.22 Change Evaluation Triggers, Inputs and Outputs00:37
7.23 Change Evaluation Interfaces with other Lifecycle Stages01:00
7.24 Change Evaluation Interfaces with other Lifecycle Stages00:54
7.25 Change Evaluation Information Management00:33
7.26 Critical Success Factors (CSF’s) and Key Performance Indicators (KPI’s)02:00
7.27 Change Evaluation: Challenges01:14
7.28 Change Evaluation: Risks00:50
7.29 Learning Unit Summary01:05
7.30 Quiz
Learning Unit 08 – Knowledge Management52:41
8.1 Learning Unit 801:03
8.2 Purpose and Objectives of Knowledge Management01:27
8.3 Scope of Knowledge Management00:47
8.4 Knowledge Management Value to Business01:55
8.5 Knowledge Management Value to Business w.r.t Service Transition01:08
8.6 Knowledge Management Value to Business w.r.t Service Transition00:53
8.7 Knowledge Management Policies00:51
8.8 The Data to Information to Knowledge to Wisdom structure03:25
8.9 The Flow from Data to Wisdom00:19
8.10 The Service Knowledge Management System (SKMS)01:18
8.11 Examples of items that should be stored in an SKMS (1 of 2)01:12
8.12 Examples of items that should be stored in an SKMS (2 of 2)01:22
8.13 Examples of Data and Information in the SKMS00:18
8.14 Effective Knowledge Management Strategy01:45
8.15 Steps In Knowledge Identification, Capture and Maintenance01:14
8.16 Techniques for Enabling Knowledge Transfer05:39
8.17 Do You Remember? Techniques for Knowledge Transfer (Quiz)00:12
8.18 Managing Data, Information and Knowledge01:25
8.19 Managing Data, Information and Knowledge02:10
8.20 Managing Data, Information and Knowledge01:11
8.21 An Architecture for Service Knowledge Management05:37
8.22 Managing Data, Information and Knowledge02:41
8.23 Managing Data, Information and Knowledge00:48
8.24 Knowledge Management Process Triggers00:43
8.25 Knowledge Management Process Inputs and Outputs01:10
8.26 Knowledge Management Process Inputs and Outputs01:04
8.27 Knowledge Management Process Inputs and Outputs00:45
8.28 Knowledge Management Interfaces with Other Lifecycle stages00:53
8.29 Important Aspects of Knowledge Management to Understand00:26
8.30 Critical Success Factors (CSF’s) and Key Performance Indicators (KPI’s)02:04
8.31 Critical Success Factors (CSF’s) and Key Performance Indicators (KPI’s)01:03
8.32 Measuring benefit from Knowledge Transfer01:43
8.33 Knowledge Management: Challenges00:52
8.34 Knowledge Management: Risks00:45
8.35 Relationship between CSI and Knowledge Management00:36
8.36 Knowledge Management leads to better IT Decisions00:20
8.37 Learning Unit Summary (1 of 2)00:54
8.38 Learning Unit (2 of 2)00:43
8.39 Quiz
Learning Unit 09 – RCV Roles and Responsibilities39:27
9.1 Learning Unit 900:43
9.2 Service Owner Responsibilities (1 of 3)01:04
9.3 Service Owner Responsibilities ( 2 of 3)01:03
9.4 Service Owner Responsibilities ( 3 of 3)00:32
9.5 Examples of Processes that Support or Enable Services (1 of 2)01:08
9.6 Examples of Processes that Support or Enable Services (2 of 2)01:10
9.7 Generic Process Owner Responsibilities (1of 2)00:56
9.8 Generic Process Owner Responsibilities (2 of 2)01:07
9.9 Process Manager – Responsibilities01:13
9.10 Process Practitioner – Responsibilities00:55
9.11 Key Roles/ Functions Related to Transition Planning and Support01:07
9.12 Key Roles/ Functions Related to Transition Planning and Support01:06
9.13 Key Roles/ Functions Related to Transition Planning and Support00:53
9.14 Key Roles/ Functions Related to Change Management00:49
9.15 Key Roles/ Functions Related to Change Management00:37
9.16 Key Roles/ Functions Related to Change Management00:37
9.17 Key Roles/ Functions Related to Change Management00:59
9.18 Key Roles/ Functions Related to Change Management00:36
9.19 Key Roles/ Functions Related to Change Management00:55
9.20 Key Roles/ Functions Related to Change Management00:50
9.21 Key Roles/ Functions Related to Service Asset and Configuration Mgmt.00:41
9.22 Key Roles/ Functions Related to Service Asset and Configuration Mgmt.01:01
9.23 Key Roles/ Functions Related to Service Asset and Configuration Mgmt.00:44
9.24 Key Roles/ Functions Related to Service Asset and Configuration Mgmt.00:55
9.25 Key Roles/ Functions Related to Release and Deployment Management00:45
9.26 Key Roles/ Functions Related to Release and Deployment Management01:11
9.27 Key Roles/ Functions Related to Release and Deployment Management00:50
9.28 Key Roles/ Functions Related to Release and Deployment Management01:02
9.29 Key Roles/ Functions Related to Release and Deployment Management00:51
9.30 Key Roles/ Functions Related to Release and Deployment Management00:50
9.31 Key Roles/ Functions Related to Service Validation and Testing00:47
9.32 Key Roles/ Functions Related to Service Validation and Testing01:06
9.33 Key Roles/ Functions Related to Service Validation and Testing00:36
9.34 Key Roles/ Functions Related to Service Validation and Testing01:08
9.35 Key Roles/ Functions Related to Request Fulfillment00:41
9.36 Key Roles/ Functions Related to Request Fulfillment00:49
9.37 Key Roles/ Functions Related to Request Fulfillment00:44
9.38 Key Roles/ Functions Related to Request Fulfillment00:52
9.39 Key Roles/ Functions Related to Change Evaluation00:39
9.40 Key Roles/ Functions Related to Change Evaluation00:38
9.41 Key Roles/ Functions Related to Change Evaluation00:38
9.42 Key Roles/ Functions Related to Knowledge Management00:30
9.43 Key Roles/ Functions Related to Change Evaluation00:52
9.44 Key Roles/ Functions Related to Knowledge Management00:43
9.45 Key Roles/ Functions Related to Knowledge Management00:31
9.46 Learning Unit Summary01:03
9.47 Quiz
9.48 Scenario
Learning Unit 10 – Technology and Implementation Considerations01:01:15
10.1 Technology and implementation considerations01:05
10.2 List of Generic requirements for integrated ITSM Technology00:37
10.3 List of Generic requirements for integrated ITSM Technology01:04
10.4 List of Generic requirements for integrated ITSM Technology01:21
10.5 List of Generic requirements for integrated ITSM Technology00:58
10.6 List of Generic requirements for integrated ITSM Technology01:25
10.7 Benefits of Technology and Tools for Process Implementation01:15
10.8 Defining Tool Requirements (1 of 2)01:39
10.9 Defining Tool Requirements (2 of 2)01:12
10.10 Evaluating Technology and Tools for Process Implementation05:45
10.11 The Fulfilment of the Tools Requirements01:25
10.12 Service Management Tool Evaluation Process01:03
10.13 Evaluation Criteria01:22
10.14 Managing Change In Service Operation00:28
10.15 Change Triggers in Service Operations01:25
10.16 Change Assessment and Measurement of Successful Change01:32
10.17 Service Operation and Project Management01:21
10.18 Assessing and Managing Risk in Service Operation01:24
10.19 Operational staff in Service Design and Transition01:44
10.20 Challenges Relating to Implementing ST practices and processes01:20
10.21 Challenges Relating to Implementing ST practices and processes01:06
10.22 Challenges Relating to Implementing ST practices and processes01:19
10.23 CSF Relating to Implementing ST practices and processes03:19
10.24 Risks Relating to Implementing ST practices and processes01:38
10.25 Planning and Implementing Service Management Technologies00:28
10.26 Planning and Implementing Service Management Technologies05:21
10.27 Planning and Implementing Service Management Technologies01:20
10.28 Planning and Implementing Service Management Technologies00:42
10.29 Planning and Implementing Service Management Technologies01:46
10.30 Planning and Implementing Service Management Technologies00:39
10.31 Type of Knowledge Management Tools01:29
10.32 Implementing the Collaboration for Process Execution00:41
10.33 Implementing the Collaboration for Process Execution02:03
10.34 Implementing the Collaboration for Process Execution01:21
10.35 Technology Considerations for Implementing Config. Mgmt (1 of 3)01:58
10.36 Technology Considerations for Implementing Config. Mgmt (2 of 3)02:57
10.37 Technology Considerations for Implementing Config. Mgmt (3 of 3)01:54
10.38 Scenario and Questions00:13
10.39 Answers00:09
10.40 Answers00:06
10.41 Learning Unit Summary01:21
10.42 Quiz
10.43 Scenario
Learning Unit 11 – Summary Exam preparation and directed studies01:04
11.1 Summary and Directed Studies00:29
11.2 Directed Studies and glossary00:08
11.3 Checkpoints00:21
11.4 Thank You00:06

Course 4

ITIL® Intermediate SOA
The ITIL® Intermediate Service Offerings and Agreements (SOA) Certification Training will establish your ability to create and manage service offerings based on business requirements. This course is a key module in the ITIL Capability Expert program and ensures that you are well-versed in ITIL.

ITIL Intermediate SOA

Learning Unit 00 – Introductory Lesson41:26
0.1 ITIL 2011 CAPABILITY MODULE, SERVICE OFFERINGS and AGREEMENTS01:21
0.2 Agenda01:09
0.3 Objective00:25
0.4 ITIL 2011 Introduction01:01
0.5 ITIL ® 2011 Intermediate00:51
0.6 ITIL: Qualification Criteria02:07
0.7 Definition of Service Lifecycle00:51
0.8 Definition of Service Capability00:47
0.9 Difference between Lifecycle and Capability Modules00:36
0.10 Managing Across the Lifecycle00:47
0.11 Accreditation Institute00:45
0.12 SOA Course Description00:45
0.13 Course Objective00:58
0.14 Target Candidate00:55
0.15 Target Candidate contd..01:16
0.16 Exam Pre-requisites01:28
0.17 ITIL 2011 SOA Exam Format01:14
0.18 Exam Tips00:21
0.19 Course Outline07:37
0.20 Quiz00:56
0.21 Foundation Basics00:14
0.22 Foundation Basics01:39
0.23 ITIL Service Management Lifecycle03:25
0.24 ITIL 2011 Processes across lifecycle00:42
0.25 Foundation Basics01:38
0.26 Business and IT Alignment How and what?01:05
0.27 Foundation Basics00:37
0.28 Foundation Basics01:41
0.29 Foundation Basics01:22
0.30 Foundation Basics00:57
0.31 Foundation Basics01:18
0.32 Thank You00:38
Learning Unit 01 – Introduction to Service Offering and Agreement49:46
1.1 Introduction to SOA00:26
1.2 Service Strategy and Strategy management for IT services process00:09
1.3 Service Strategy01:09
1.4 Purpose and Objectives of Strategy Management for IT Services02:30
1.5 Scope of Strategy Management for IT Services02:17
1.6 Value of Strategy Management for IT Services03:57
1.7 Service Design and Design coordination process00:18
1.8 Service Design01:09
1.9 Purpose and Objectives of Design Co-ordination03:00
1.10 Design Co-ordination Scope04:26
1.11 Design Co-ordination Value01:46
1.12 Value of Service00:41
1.13 Value01:51
1.14 Creating value03:07
1.15 Perception of value01:07
1.16 Utility and Warranty01:37
1.17 Marketing Mindset00:57
1.18 Identifying and understanding customer requirements00:29
1.19 Aspects of Service Design02:30
1.20 Identifying service requirements03:58
1.21 Identifying customer requirements01:25
1.22 Identifying customer requirements01:59
1.23 Identifying customer requirements01:25
1.24 Return on Investment00:15
1.25 Return on Investment01:40
1.26 Return on Investment01:09
1.27 Business Case00:39
1.28 Business Objective01:51
1.29 Single Business Impact Vs. Multiple Business Objectives01:12
1.30 Multiple Business Impacts Vs. Single Business Objective00:47
1.31 Quiz
Learning Unit 02 – Service Portfolio Management51:38
2.1 Service Portfolio Management00:55
2.2 Service Portfolio Management02:09
2.3 Purpose and Objectives of Service Portfolio Management01:46
2.4 Scope of Service Portfolio Management01:19
2.5 Value to the Business01:17
2.6 The Service Portfolio00:13
2.7 Service Pipeline02:26
2.8 Service Catalogue04:12
2.9 Service Portfolio and Service Catalogue00:16
2.10 Retired Service02:22
2.11 Other important aspects of SPM01:24
2.12 Phases of SPM00:45
2.13 Service portfolio management process01:01
2.14 Process Activities03:15
2.15 Process Activities03:52
2.16 Process Activities01:53
2.17 Process Activities04:38
2.18 Process Activities01:17
2.19 Triggers to Process00:53
2.20 Process Inputs00:30
2.21 Process Outputs00:41
2.22 Interfaces04:11
2.23 Information Management01:46
2.24 Critical Success Factors and Key Performance Indicators02:38
2.25 Challenges and Risks02:12
2.26 Designing service portfolio01:08
2.27 Exercise00:53
2.28 Scenario00:53
2.29 Solution00:53
2.30 Quiz
Learning Unit 03 – Service Catalogue Management27:18
3.1 Service Catalogue Management00:52
3.2 Service Catalogue00:39
3.3 Purpose and Objectives of Service Catalogue Management01:13
3.4 Scope of Service Catalogue Management01:36
3.5 Value to the Business01:31
3.6 Types of Service Catalogue03:18
3.7 Types of Service Catalogue01:11
3.8 Process Activities01:17
3.9 Triggers, Inputs and Outputs01:56
3.10 Information Management03:02
3.11 Critical Success Factors and KPIs00:45
3.12 Challenges and Risks02:05
3.13 Production of Service Catalogue00:56
3.14 Exercise03:02
3.15 Scenario03:02
3.16 Solution00:53
3.17 Quiz
Learning Unit 04 – Service Level Management40:45
4.1 Service Level Management00:56
4.2 Service Level Management01:17
4.3 Purpose and Objectives of Service Level Management01:24
4.4 Scope of Service Level Management03:48
4.5 Value to the Business00:42
4.6 Process Activities01:33
4.7 Triggers, Inputs and Outputs04:37
4.8 Service Level Management Process00:42
4.9 Interfaces02:54
4.10 Designing SLA Framework02:55
4.11 Designing SLA Framework01:30
4.12 Information Management00:49
4.13 CSFs and KPIs01:26
4.14 CSFs and KPIs01:23
4.15 Challenges04:15
4.16 Risks00:58
4.17 Content of SLAs and OLAs03:10
4.18 Content of SLAs and OLAs01:38
4.19 Exercise03:02
4.20 Scenario00:53
4.21 Solution00:53
4.22 Quiz
Learning Unit 05 – Demand Management37:23
5.1 Demand Management00:51
5.2 Demand Management and service lifecycle01:30
5.3 Purpose and Objectives of Demand Management01:42
5.4 Scope of Demand Management02:11
5.5 Value to the Business00:40
5.6 Challenges in Managing Service Demand00:55
5.7 Activities00:53
5.8 Demand and Capacity02:05
5.9 Activity based Demand Management01:22
5.10 Activity based Demand Management01:41
5.11 Benefits for analysing PBA00:50
5.12 Codifying of PBAs00:24
5.13 User Profile01:01
5.14 PBA and User Profile00:41
5.15 Differentiated Offerings01:56
5.16 Triggers, Inputs and Outputs01:48
5.17 Outputs00:37
5.18 Interfaces04:23
5.19 Information Management00:55
5.20 Critical Success Factors and Key Performance indicators01:56
5.21 Critical Success Factors and Key Performance indicators01:22
5.22 Challenges01:00
5.23 Risks00:36
5.24 Exercise03:02
5.25 Exercise03:02
5.26 Quiz
Learning Unit 06 – Supplier Management36:10
6.1 Supplier Management00:58
6.2 Purpose of Supply Management00:28
6.3 Objectives of Supplier Management00:41
6.4 Scope02:26
6.5 Value to the Business00:54
6.6 Basic Concepts01:15
6.7 Supplier and contracts management information system (SCMIS)01:28
6.8 Process Activities03:30
6.9 Evaluation of New Suppliers and Contracts01:31
6.10 Partnering relationships02:12
6.11 Contents of Underpinning Contract02:16
6.12 Supplier Categorization02:33
6.13 Triggers01:10
6.14 Inputs01:57
6.15 Outputs01:51
6.16 Interfaces01:55
6.17 Information Management00:58
6.18 Critical Success Factors and KPIs01:43
6.19 Challenges02:20
6.20 Risks01:25
6.21 Exercise00:53
6.22 Exercise00:53
6.23 Solution00:53
6.24 Quiz
Learning Unit 07 – Financial Management for IT services01:40:59
7.1 Financial Management00:57
7.2 Importance of process to service lifecycle01:03
7.3 Financial Management for IT Services01:13
7.4 Financial Management for IT Services01:28
7.5 Scope01:09
7.6 Value to the Business02:51
7.7 Enterprise financial management04:25
7.8 Funding Model and Analysis02:34
7.9 Financial Management Activities01:42
7.10 Accounting02:18
7.11 Accounting: Cost models05:25
7.12 Cost model – Cost by IT organisation05:02
7.13 Cost model: Cost by Service05:02
7.14 Hybrid cost model (Service, Customer and location)03:41
7.15 Accounting03:14
7.16 Accounting06:46
7.17 Accounting10:53
7.18 Budgeting06:18
7.19 Charging05:52
7.20 Charging Contd..06:37
7.21 Triggers, Inputs and Outputs06:23
7.22 Output – Service Valuation01:02
7.23 Business Impact Analysis01:02
7.24 Interfaces03:12
7.25 Information Management00:59
7.26 Critical Success factors02:13
7.27 Key Performance Indicators01:17
7.28 Challenges02:40
7.29 Risks01:02
7.30 Exercise00:53
7.31 Exercise00:53
7.32 Solution00:53
7.33 Quiz
Learning Unit 08 – Business Relationship Management47:44
8.1 Business Relationship Management00:42
8.2 Purpose of Business Relationship Management00:57
8.3 Objectives of Business Relationship Management01:25
8.4 Scope of Business Relationship Management01:44
8.5 Business Relationship Management Process activities with other SM processes02:58
8.6 Value to the Business01:35
8.7 Business Relationship Management – concepts02:56
8.8 Customer Portfolio02:13
8.9 Customer Satisfaction02:25
8.10 Customer Requirements03:21
8.11 Business Relationship Management activities00:54
8.12 BRM Activities01:24
8.13 BRM Activities through the lifecycle10:08
8.14 BRM Activities through the lifecycle04:43
8.15 Triggers, Inputs and Outputs01:58
8.16 Interfaces01:28
8.17 Information Management01:22
8.18 Critical Success Factors01:27
8.19 Key Performance Indicators01:28
8.20 Challenges and Risks02:36
8.21 Quiz
Learning Unit 09 – SOA Roles and Responsibilities22:19
9.1 Roles and Responsibilities00:26
9.2 Process owner01:54
9.3 Process manager01:21
9.4 Key roles for Service portfolio management01:19
9.5 Key roles for Service catalogue management01:54
9.6 Key roles for Service level management02:21
9.7 Service level management process manager01:37
9.8 Key roles for Demand management01:46
9.9 Key roles for Supplier management01:46
9.10 Supplier process manager01:56
9.11 Key roles for Financial management of IT services02:05
9.12 Key roles for Financial management of IT services00:39
9.13 Key roles for Business relationship management03:15
9.14 Quiz
Learning Unit 10 – Technology and Implementation Considerations34:21
10.1 Technology and Implementation Considerations00:57
10.2 SOA technology considerations00:50
10.3 Service Design Tools01:44
10.4 Service Management tools00:54
10.5 Defining Tool Requirements01:31
10.6 Statement of Requirements01:08
10.7 Tool Evaluation Process02:23
10.8 Tool Selection Criteria01:37
10.9 Planning and Implementation04:26
10.10 Deployment considerations00:31
10.11 Implementing – Service design03:03
10.12 Challenges – Service Design01:41
10.13 Service Design – Risks02:01
10.14 Challenges – Service transition02:05
10.15 Risks – Service transition01:27
10.16 Challenges – Service Operation06:29
10.17 Critical Success factors – Service operation01:34
10.18 Quiz
Learning Unit 11 – Summary, case studies, exam preparation and directed02:40
11.1 Summary and Exam Preparation00:25
11.2 Summary00:08
11.3 Summary – SOA Introduction00:08
11.4 Summary – SOA processes00:12
11.5 Summary – SOA processes00:12
11.6 Summary – SOA00:12
11.7 Exam Preparation00:08
11.8 Exam Hints00:12
11.9 Exam Hints00:12
11.10 Exam Hints00:12
11.11 Exam Hints00:12
11.12 Directed studies and Glossary00:12
11.13 Thank you00:15

Course 5

ITIL® Managing across the Lifecycle (MALC)
This ITIL® Managing Across the Lifecycle (MALC) course, the final module within the ITIL Service Lifecycle training, establishes your ability to integrate service management processes across the full range of IT practices. It tests your knowledge of the key content topics of the ITIL publication.

ITIL Managing across the Lifecycle (MALC)

Learning Unit 00 – Introduction to the Course18:30
0.1 Welcome00:09
0.2 Introduction to the Course01:02
0.3 Agenda01:04
0.4 Objective00:25
0.5 ITIL 2011 Introduction00:59
0.6 ITIL 2011 Intermediate00:50
0.7 ITIL Qualification Criteria02:07
0.8 Definition of Service Lifecycle00:44
0.9 Definition of Service Capability00:41
0.10 Difference between Lifecycle and Capability Modules00:37
0.11 Managing Across the Lifecycle00:48
0.12 Accreditation Institute00:42
0.13 MALC Course Objective00:43
0.14 Managing Across Life Cycle Target Audience01:11
0.15 Exam Pre requisites01:23
0.16 ITIL Managing Across the Lifecycle Exam Format01:13
0.17 Course Outline03:49
0.18 Thank You00:03
Learning Unit 01 – Key Concepts of the Service Lifecycle01:12:05
1.1 Welcome00:09
1.2 Key Concepts of the Service Lifecycle00:52
1.3 ITIL The Library Constituents02:30
1.4 Managing Services and Service Management02:33
1.5 Managing Services and Service Management01:22
1.6 Managing Services and Service Management00:41
1.7 The Service Lifecycle01:24
1.8 The Service Lifecycle02:50
1.9 The Service Lifecycle04:18
1.10 The Service Lifecycle03:45
1.11 The Service Lifecycle02:56
1.12 The Service Lifecycle01:36
1.13 Concept of Service Value01:39
1.14 Concept of Service Value01:40
1.15 Value to Business Service Strategy02:35
1.16 Value to Business Service Strategy02:24
1.17 Value to Business Service Strategy01:46
1.18 Value to Business Service Strategy01:59
1.19 Realising Business Value in Service Operation01:35
1.20 Realising Business Value in Service Operation02:25
1.21 Service Value in Service Transition01:41
1.22 Using Service Measurement and Monitoring to Support Lifecycle01:40
1.23 Process01:32
1.24 Organising IT Service Management Process Definition01:10
1.25 Characteristics of a Process01:35
1.26 Organising IT Service Management Organisation Structure03:19
Connecting with Processes and Functions RACI Matrix02:16
1.28 Risk Management02:24
1.29 Management of Risk(M o R) Framework02:35
1.30 ISO 31000 Risk Management Approach02:27
1.31 ISOIEC 2700102:07
1.32 Risk IT01:19
1.33 Knowledge Management and SKMS01:52
1.34 Knowledge Management and SKMS01:44
1.35 Knowledge Management and SKMS01:43
1.36 Summary01:36
1.37 Thank You00:06
Learning Unit 02 – Communication and Stakeholder Management45:10
2.1 Welcome00:08
2.2 Communication and Stakeholder Management00:37
2.3 Business Relationship Management Across Service Lifecycle05:20
2.4 Business Relationship Management Across Service Lifecycle05:11
2.5 Role of Business Relationship Management03:06
2.6 Stakeholder Management and Communication02:42
2.7 Stakeholder Management Strategy01:52
2.8 Stakeholder Management Strategy01:08
2.9 Stakeholder Management Strategy02:14
2.10 Stakeholder Map and Analysis01:15
2.11 Service Model02:21
2.12 Service Model00:29
2.13 Communication Strategy00:49
2.14 Communication Strategy02:48
2.15 Communication Strategy02:36
2.16 Communication Strategy01:33
2.17 Communication Strategy01:57
2.18 Communication Service Design01:58
2.19 Communication Service Transition01:51
2.20 Communication Service Operation03:18
2.21 Communication CSI01:20
2.22 Summary00:32
2.23 Exercise 1
2.24 Thank You00:05
Learning Unit 03 – Integrating Service Management Processes Across the Service Lifecycle02:40:18
3.1 Welcome00:10
3.2 Learning Unit0300:56
3.3 Integration Across the Service Lifecycle04:08
3.4 Impact of Service Strategy on Other Lifecycle Stages04:01
3.5 Impact of Service Strategy on Other Lifecycle Stages02:16
3.6 Service Lifecycle Perspective Designing Service Solutions01:59
3.7 Service Perspective Designing Service Solutions02:33
3.8 Service Strategy Inputs and Outputs by Lifecycle Stages02:17
3.9 Service Design Inputs and Outputs by Lifecycle Stages02:51
3.10 Service Transition Inputs and Outputs by Lifecycle Stages01:33
3.11 Service Operation Inputs and Outputs by Lifecycle Stages01:28
3.12 CSI Inputs and Outputs by Lifecycle Stages01:31
3.13 Value to Business Strategy Management for IT Services02:00
3.14 Strategy Management for IT Services Interfaces02:59
3.15 Value to Business Service Portfolio Management01:43
3.16 Service Portfolio Management Interfaces05:34
3.17 Value to Business Financial Management for IT Services01:58
3.18 Financial Management for IT Services Interfaces03:04
3.19 Value to Business Demand Management01:28
3.20 Demand Management Interfaces03:50
3.21 Value to Business Business Relationship Management02:05
3.22 Business Relationship Management Interfaces04:31
3.23 Value to Business Design Coordination02:30
3.24 Design Coordination Interfaces04:54
3.25 Value to Business Service Catalogue Management02:17
3.26 Service Catalogue Management Interfaces02:19
3.27 Value to Business Service Level Management02:32
3.28 Service Level Management Interfaces02:46
3.29 Value to Business Supplier Management01:11
3.30 Supplier Management Interfaces03:10
3.31 Value to Business Capacity Management02:59
3.32 Capacity Management Interfaces01:38
3.33 Value to Business Availability Management01:56
3.34 Availability Management Interfaces02:53
3.35 Value to Business IT Service Continuity Management01:26
3.36 IT Service Continuity Management Interfaces02:23
3.37 Value to Business Information Security Management01:49
3.38 Information Security Management Interfaces03:59
3.39 Value to Business SACM03:07
3.40 Service Asset and Configuration Management Interfaces02:21
3.41 Value to Business Change Management04:01
3.42 Change Management Interfaces05:04
3.43 Value to Business Release and Deployment Management01:54
3.44 Release and Deployment Management Interfaces02:25
3.45 Value to Business Transition Planning and Support01:26
3.46 Transition Planning and Support Interfaces02:11
3.47 Value to Business Service Validation and Testing01:28
3.48 Service Validation and Testing Interfaces01:37
3.49 Value to Business Change Evaluation01:26
3.50 Change Evaluation Interfaces01:41
3.51 Value to Business Knowledge Management01:46
3.52 Knowledge Management Interfaces00:45
3.53 Value to Business Event Management02:15
3.54 Event Management Interfaces02:56
3.55 Value to Business Incident Management01:54
3.56 Incident Management Interfaces03:11
3.57 Value to Business Request Fulfillment01:46
3.58 Request Fulfillment Interfaces02:34
3.59 Value to Business Problem Management01:54
3.60 Problem Management Interfaces03:23
3.61 Value to Business Access Management01:31
3.62 Access Management Interfaces02:50
3.63 Value to Business Seven Step Improvement Process01:23
3.64 Seven Step Improvement Process Interfaces01:53
3.65 Seven Step Improvement Process Interfaces01:42
3.66 Seven Steps Improvement Role Of Other Processes03:28
3.67 Summary00:46
3.69 Thank You00:03
3.70 Exercise 2
Learning Unit 04 – Managing Services Across the Service Lifecycle01:44:54
4.1 Welcome00:09
4.2 Managing Services Across the Service Lifecycle01:22
4.3 Identification and Assessment of Customer and Stakeholder Needs Across Service Lifecycle01:32
4.4 Identification and Assessment of Customer and Stakeholder Needs Across Service Lifecycle01:34
4.5 Identification and Assessment of Customer and Stakeholder Needs Across Service Lifecycle01:49
4.6 Identification and Assessment of Customer and Stakeholder Needs Across Service Lifecycle02:20
4.7 Identification and Assessment of Customer and Stakeholder Needs Across Service Lifecycle02:20
4.8 Service Models and SDP02:02
4.9 SDP as a Link Between Service Design Transition and Operation01:33
4.10 SDP as a Link Between Service Design Transition and Operation03:24
4.11 Flow of Knowledge Experience Skills Between Lifecycle Stages01:39
4.12 Flow of Knowledge Experience Skills Between Lifecycle Stages01:49
4.13 Flow of Knowledge Experience Skills Between Lifecycle Stages02:56
4.14 Flow of Knowledge Experience Skills Between Lifecycle Stages02:28
4.15 Flow of Knowledge Experience Skills Between Lifecycle Stages02:12
4.16 Flow of Knowledge Experience Skills Between Lifecycle Stages02:17
4.17 Service Transition in Early Stages of Service Lifecycle01:48
4.18 Service Transition in Early Stages of Service Lifecycle02:08
4.19 Service Rehearsals01:48
4.20 Service Rehearsals02:40
4.21 Service Level Management02:31
4.22 Service Level Management Review Meeting02:29
4.23 Business Relationship Management and Customer Satisfaction03:51
4.24 Customer Satisfaction Surveys03:47
4.25 Survey Techniques (12)00:56
4.26 Survey Techniques (22)01:01
4.27 Strategic Assessment(12)07:00
4.28 Strategic Assessment(22)03:33
4.29 Service Strategy Challenges03:13
4.30 Service Strategy Risks03:39
4.31 Service Strategy CSFs00:59
4.32 Service Design Challenges02:19
4.33 Service Design Risks02:38
4.34 Service Transition Challenges02:09
4.35 Service Transition Risks02:08
4.36 Service Transition CSFs02:01
4.37 Service Operation Challenges(12)01:55
4.38 Service Operation Challenges(22)03:31
4.39 Service Operation Risks03:39
4.40 Service Operation CSFs(13)02:03
4.41 Service Operation CSFs (23)02:18
4.42 Service Operation CSFs(33)01:12
4.43 CSI Challenges01:55
4.44 CSI Risks01:21
4.45 CSI CSFs01:29
4.46 Summary01:23
4.48 Thank You00:04
Exercise 3
Learning Unit 05 – Governance and Organisation01:06:02
5.1 Welcome00:08
5.2 Governance and Organisation01:02
5.3 Importance and Impact of Good Governance01:46
5.4 Governance01:33
5.5 Governance02:53
5.6 Governance and Management02:27
5.7 IT Governance01:48
5.8 Sourcing Governance02:11
5.9 Role of IT Strategy or Steering Group(ITSG)03:05
5.10 Authorising Changes02:00
5.11 Authorising Changes01:16
5.12 Role of Change Advisory Board02:35
5.13 Establishing and Maintaining a Service Management System02:52
5.14 Stages of Organisational Development03:56
5.15 Organisation Departmentalisation02:03
5.16 Service Provider Organisation Structure02:45
5.17 Service Design Organisation Structure for Small Organisation01:03
5.18 Service Design Organisation Structure for larger Organisation01:02
5.19 Service Transition Organisation Structure for Small Organisation01:36
5.20 Service Transition Organisation Structure for Large Organisation01:29
5.21 Organisational Context for Transitioning a Service01:45
5.22 Functions and Activities in Organisational Structuring02:42
5.23 Functions within Service Operation03:42
5.24 Competence and Skills for Service Management01:55
5.25 Competence and Skills for Service Management02:29
5.26 Organisational Development02:42
5.27 Service Provider Types02:25
5.28 Customer Decisions on Service Provider Types03:28
5.29 Selecting Service Delivery Strategies(12)01:44
5.30 Selecting Service Delivery Strategies(22)02:49
5.31 Summary00:47
5.32 Thank You00:04
5.33 Exercise 4
Learning Unit 06 – Measurement49:37
6.1 Welcome00:09
6.2 Measurement01:15
6.3 Measuring and Demonstrating Business Value02:13
6.4 Measuring and Demonstrating Business Value02:11
6.5 Service Measurements02:31
6.6 7 Step Improvement Process05:43
6.7 Metrics01:45
6.8 CSFs and KPIs01:52
6.9 CSFs and KPIs01:22
6.10 CSFs and KPIs01:33
6.11 CSFs and KPIs01:22
6.12 Measurements and Metrics02:58
6.13 Design and Development of Service Measurement Framework03:06
6.14 Design and Development of Service Measurement Framework01:31
6.15 Design and Development of Service Measurement Framework02:12
6.16 Designing Measurement Methods and Metrics Metrics Tree03:48
6.17 Monitoring,Reporting and Control02:28
6.18 Monitor Control Loop01:58
6.19 Complex Monitor Control Loop01:44
6.20 The ITSM Monitor Control Loop03:45
6.21 Levels of Monitoring01:29
6.22 Use of Event Management Tool to Increase Visibility of the Infrastructure and IT Service Delivery01:59
6.23 Summary00:38
6.24 Exercise 5
6.25 Thank You00:05
Learning Unit 07 – Implementing and Improving Service Management Capability01:19:44
7.1 Welcome00:09
7.2 Implementing and Improving Service Management Capability01:33
7.3 Implementing Service Management02:08
7.4 Implementing Service Management04:10
7.5 Assessing Service Management Strategic Assessment05:20
7.6 Assessing Service Management SWOT analysis02:47
7.7 Assessing Service Management GAP analysis02:00
7.8 Assessing Service Management01:44
7.9 Assessing Service Management Assessments01:54
7.10 Assessing Service Management contd02:59
7.11 Assessing Service Management02:26
7.12 Assessing Service Management ISO IEC 2000001:49
7.13 Assessing Service Management CMMI01:55
7.14 Assessing Service Management COBIT01:51
7.15 Assessing Service Management Six sigma01:31
7.16 Assessing Service Management Benchmarking02:23
7.17 Assessing Service Management02:21
7.18 Assessing Service Management02:14
7.19 Improving Service Management CSI register02:25
Improving Service Management Capability00:46
7.21 Improving Service Management CSI Approach02:13
7.22 Improving Service Management Deming Cycle02:48
7.23 Improving Service Management 7 Step Improvement Process00:53
7.24 Return on Investment01:45
7.25 Return on Investment01:40
7.26 Return on Investment01:19
7.27 Return on Investment01:09
7.28 Return on Investment Pre programme ROI04:10
7.29 Return on Investment03:17
7.30 Organisational Change02:28
7.31 Managing Organisation and Stakeholder Change04:05
CSI and Organisational Change04:15
7.33 Planning and Implementing Service Management Technologies03:00
7.34 Planning and Implementing Service Management Technologies01:18
7.35 Summary00:54
7.36 Exercise 6
7.37 Thank You00:05
Learning Unit 08 – Summary and Directed Studies05:29
8.1 Welcome00:08
8.2 Summary and Directed Studies00:22
8.3 Case Studies,Directed Studies and Glossary00:07
8.4 Checkpoints00:29
8.5 Case Study00:27
8.6 Case Study00:17
8.7 Case Study00:28
8.8 Case Study00:22
8.9 Case Study00:26
8.10 Case Study00:19
8.11 Exercise Based on the Case Study00:10
8.12 Exercise 100:16
8.13 Exercise 200:22
8.14 Exercise 300:16
8.15 Exercise 400:13
8.16 Exercise 500:14
8.17 Exercise 600:14
8.18 Thank You00:19

$1,495.00

  • Vast selection of courses and labs Access
  • Unlimited access from all devices
  • Learn from industry expert instructors
  • Assessment quizzes and monitor progress
  • Vast selection of courses and labs Access
  • Blended Learning with Virtual Classes
  • Access to new courses every quarter
  • 100% satisfaction guarantee

You Will Get Certification After Completetion This Course.

Instructor Led Lectures
All IT Tutor Pro Formerly It Nuggets Courses replicate a live class experience with an instructor on screen delivering the course’s theories and concepts.These lectures are pre-recorded and available to the user 24/7. They can be repeated, rewound, fast forwarded.
Visual Demonstrations, Educational Games & Flashcards
IT Tutor Pro Formerly It Nuggets recognizes that all students do not learn alike and different delivery mediums are needed in order to achieve success for a large student base. With that in mind, we delivery our content in a variety of different ways to ensure that students stay engaged and productive throughout their courses.
Mobile Optimization & Progress Tracking
Our courses are optimized for all mobile devices allowing students to learn on the go whenever they have free time. Students can access their courses from anywhere and their progress is completely tracked and recorded.
Practice Quizzes And Exams
IT Tutor Pro Formerly It Nuggets Online’s custom practice exams prepare you for your exams differently and more effectively than the traditional exam preps on the market. Students will have practice quizzes after each module to ensure you are confident on the topic you are learning.
World Class Learning Management System
IT Tutor Pro Formerly It Nuggets provides the next generation learning management system (LMS). An experience that combines the feature set of traditional Learning Management Systems with advanced functionality designed to make learning management easy and online learning engaging from the user’s perspective.

Frequently Asked Questions

How does online education work on a day-to-day basis?
Instructional methods, course requirements, and learning technologies can vary significantly from one online program to the next, but the vast bulk of them use a learning management system (LMS) to deliver lectures and materials, monitor student progress, assess comprehension, and accept student work. LMS providers design these platforms to accommodate a multitude of instructor needs and preferences.
Is online education as effective as face-to-face instruction?
Online education may seem relatively new, but years of research suggests it can be just as effective as traditional coursework, and often more so. According to a U.S. Department of Education analysis of more than 1,000 learning studies, online students tend to outperform classroom-based students across most disciplines and demographics. Another major review published the same year found that online students had the advantage 70 percent of the time, a gap authors projected would only widen as programs and technologies evolve.
Do employers accept online degrees?
All new learning innovations are met with some degree of scrutiny, but skepticism subsides as methods become more mainstream. Such is the case for online learning. Studies indicate employers who are familiar with online degrees tend to view them more favorably, and more employers are acquainted with them than ever before. The majority of colleges now offer online degrees, including most public, not-for-profit, and Ivy League universities. Online learning is also increasingly prevalent in the workplace as more companies invest in web-based employee training and development programs.
Is online education more conducive to cheating?
The concern that online students cheat more than traditional students is perhaps misplaced. When researchers at Marshall University conducted a study to measure the prevalence of cheating in online and classroom-based courses, they concluded, “Somewhat surprisingly, the results showed higher rates of academic dishonesty in live courses.” The authors suggest the social familiarity of students in a classroom setting may lessen their sense of moral obligation.
How do I know if online education is right for me?
Choosing the right course takes time and careful research no matter how one intends to study. Learning styles, goals, and programs always vary, but students considering online courses must consider technical skills, ability to self-motivate, and other factors specific to the medium. Online course demos and trials can also be helpful.
What technical skills do online students need?
Our platform typically designed to be as user-friendly as possible: intuitive controls, clear instructions, and tutorials guide students through new tasks. However, students still need basic computer skills to access and navigate these programs. These skills include: using a keyboard and a mouse; running computer programs; using the Internet; sending and receiving email; using word processing programs; and using forums and other collaborative tools. Most online programs publish such requirements on their websites. If not, an admissions adviser can help.
preloader