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ITIL Lifecycle Expert Program

Course Description

The ITIL® Lifecycle Expert program will enable you to master all 5 phases of the IT service management lifecycle. You’ll learn to align IT strategy with business vision, manage the service delivery process across the lifecycle and develop capabilities to ensure a smooth transition of new services into operations. Boost your salary by 40% over non certified peers with this expert course.

About the Program

What are the course objectives?

The ITIL® framework was developed as a source of best practices in Service Management and is used by organizations worldwide to establish and improve their IT operations. This course will guide you in the five lifecycle phases including service strategy, service design, service transition, service operation and continual service improvement.

With 70+ hours of high quality e-learning content, simulation exams, and 22 credits, this course will put you on the path to becoming an ITIL expert.

Why should I become an ITIL Lifecycle Expert?

ITIL Lifecycle Expert certification demonstrates your advanced understanding of the ITIL service management lifecycle, a critical skillset in the evolving and increasingly important world of IT. Certified ITIL experts earn as much as 40% more than their noncertified peers, and annual salaries range from $96,000 to $129,000 USD.

Who should take this course?

Having a solid understanding of the ITIL Lifecycle is invaluable for professionals in IT Service Management, including:
CIOs, CTOs
Supervisory Staff, Team Leaders
Architects, Planners and Designers
IT Consultants, IT Audit Managers and IT Security Managers
The ITIL Lifecycle Expert course is also highly recommended for those who aspire to take on a management role.

How do I become ITIL Expert?

You need to earn 2 credits from ITIL Foundation, 17 credits from ITIL Intermediates and 5 credits from MALC to become an ITIL Expert.

Course Exam Credits
ITIL Foundation Score > 65% 2
ITIL Intermediate CSI Score > 70% 3
ITIL Intermediate SD Score > 70% 3
ITIL Intermediate SO Score > 70% 3
ITIL Intermediate SS Score > 70% 3
ITIL Intermediate ST Score > 70% 3
ITIL Intermediate MALC

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Course Syllabus

Course 1

ITIL® Intermediate CSI
The ITIL® Intermediate Continual Service Improvement (CSI) certification is one of the key qualifications in ITIL Expert training. It also serves as a free-standing qualification to establish your expertise in continual service improvement and enhance your IT service management career opportunities.

ITIL® Intermediate CSI

Learning Unit 00 – Introductory Lesson41:20
0.1 ITIL® 2011 LIFECYCLE MODULE CONTINUAL SERVICE IMPROVEMENT01:13
0.2 Agenda01:01
0.3 Objective00:23
0.4 ITIL® 2011 Introduction00:55
0.5 ITIL® 2011 Intermediate00:45
0.6 ITIL – Qualification Criteria01:53
0.7 Definition of Service Lifecycle00:45
0.8 Definition of Service Capability00:42
0.9 Difference between Lifecycle and Capability Modules00:35
0.10 Managing Across the Lifecycle00:43
0.11 Accreditation Institute00:05
0.12 CSI Course Description00:42
0.13 Course Objective01:00
0.14 Target Candidate00:50
0.15 Target Candidate Continued01:28
0.16 Exam Pre-requisites01:05
0.17 ITIL® 2011 CSI Exam Format01:06
0.18 Exam Tips00:20
0.19 Course Outline03:10
0.20 QUIZ00:48
0.21 Foundation Basics00:15
0.22 Good Practices01:49
0.23 Definition of a Service01:40
0.24 Definition of a Service Management01:07
0.25 Benefits of IT Service Management01:07
0.26 Benefits of IT Service Management00:53
0.27 Benefits of IT Service Management00:42
0.28 Service Management : Pictorial View01:41
0.29 Utility and Warranty02:12
0.30 Utility and Warranty00:20
0.31 Process, Functions:02:39
0.32 ITIL History01:22
0.33 ITIL History01:23
0.34 ITIL Process, Functions across lifecycle:00:48
0.35 Service Owner, Process Owner:00:54
0.36 ITIL® 2011 Core Publication02:16
0.37 Thank You00:43
Learning Unit 01 – Introduction to Continual Service Improvement21:53
1.1 Learning Unit 100:32
1.2 ITIL® – The Library Constituents01:06
1.3 Learning Unit 1: Introduction to Continual Service Improvement00:55
1.4 CSI Official Publication01:40
1.5 CSI Official Publication00:39
1.6 Value to Business01:01
1.7 Intangible Value to Business01:08
1.8 Continual service improvement approach00:42
1.9 Continual service improvement approach01:39
1.10 What is the importance of below questions ?00:31
1.11 What is the importance of below questions ?01:14
1.12 Context within the service lifecycle00:57
1.13 Context of service strategy01:41
1.14 Context of service design01:28
1.15 Context of service transition01:30
1.16 Context of service operation01:24
1.17 Context of continual service improvement01:39
1.18 CSI Inputs and Outputs by lifecycle stages00:34
1.19 Successful CSI approaches00:58
1.20 Continual service improvement and the service lifecycle00:28
1.21 Summary:00:07
1.22 Quiz
Learning Unit 02 – Continual Service Improvement Principles41:08
2.1 Continual Service Improvement Principles00:27
2.2 Learning Unit 2: Continual Service Improvement Principles01:05
2.3 CSI and Organizational Change02:04
2.4 Ownership01:33
2.5 CSI Register00:54
2.6 Service level management01:33
2.7 Business Value of Service measurement00:53
2.8 Baselines00:48
2.9 Baselines00:35
2.10 Knowledge management01:07
2.11 Knowledge management00:29
2.12 Seven step improvement process06:13
2.13 Seven step improvement process05:12
2.14 Seven step integrated with PDCA01:22
2.15 Seven step integrated with PDCA00:22
2.16 Governance01:29
2.17 IT governance00:45
2.18 Types of Governance02:20
2.19 Enterprise governance01:03
2.20 Frameworks, Models, Standards, Quality System01:15
2.21 Frameworks02:26
2.22 Models01:04
2.23 Standards02:00
2.24 Quality system01:15
2.25 Plan- Do- Check- Act cycle01:46
2.26 Critical Success Factor00:58
2.27 Summary00:10
2.28 Quiz
Learning Unit 03 – Continual Service Improvement Processes51:42
3.1 Learning Unit 300:23
3.2 Learning Unit 3: Continual Service Improvement Process00:59
3.3 The Seven Step Improvement Process00:53
3.4 The Seven Step Improvement Process00:36
3.5 Value to business00:41
3.6 Policies01:13
3.7 Policies00:30
3.8 Policy example of monitoring services01:13
3.9 Basic Concepts01:11
3.10 Basic Concepts (cont…)00:25
3.11 Process activities, methods and techniques00:58
3.12 Seven step improvement process00:25
3.13 Step 1 – Identify the strategy for improvement00:55
3.14 Step 1 – Identify the strategy for improvement01:07
3.15 Step 1 – Identify the strategy for improvement00:26
3.16 Step 2 – Define what you will measure01:52
3.17 Step 2 – Define what you will measure00:48
3.18 Step 2 – Define what you will measure00:30
3.19 Step 3 – Gather the data01:47
3.20 Step 3 – Gather the data00:46
3.21 Step 3 – Gather the data00:44
3.22 Step 4 – Process the data02:33
3.23 Step 4 – Process the data00:50
3.24 Step 5 – Analyze the information and data02:08
3.25 Step 5 – Analyze the information and data00:31
3.26 Step 5 – Analyze the information and data00:31
3.27 Step 6 – Present and use the information01:36
3.28 Step 6 – Present and use the information00:54
3.29 SLAM Chart example:00:38
3.30 Step 7 – Implement improvement01:21
3.31 Step 7 – Implement improvement00:56
3.32 Triggers, Inputs, Outputs01:03
3.33 Interfaces02:05
3.34 Interfaces01:00
3.35 Process involved in gathering and processing the data04:28
3.36 Process involved in analyzing the data03:23
3.37 Process involved in presenting and using the information02:14
3.38 Process Involved In Implementing Improvement02:50
3.39 Critical success factors and key performance indicators02:17
3.40 Challenges00:53
3.41 Risks01:02
3.42 Summary00:07
3.43 Quiz
Learning Unit 04 – Organizing for Continual Service Improvement01:20:00
4.1 Learning Unit 400:31
4.2 Learning Unit 4: Continual Service Improvement Methods and Techniques01:12
4.3 Assessments01:27
4.4 When to assess01:40
4.5 What to assess02:10
4.6 How to assess02:35
4.7 Gap analysis01:41
4.8 Benchmarking00:55
4.9 Benchmarking procedure00:55
4.10 Benchmarking costs01:17
4.11 Value of Benchmarking02:01
4.12 Benchmarking as a level (for change)00:47
4.13 Benchmarking as a steering instrument00:36
4.14 Benchmarking categories01:20
4.15 Benchmarking benefits00:40
4.16 What to benchmark ?02:33
4.17 Benchmarking – Who is involved ?02:05
4.18 Comparison with industry norms02:18
4.19 Benchmark approach01:29
4.20 Service Measurement00:46
4.21 Design and develop a service measurement framework01:36
4.22 Design and develop a service measurement framework01:05
4.23 Different levels of measurement and reporting01:18
4.24 Service measurement model00:31
4.25 Service management process measurement01:30
4.26 Service management model01:09
4.27 Creating a measurement framework grid00:56
4.28 Metrics01:28
4.29 How many CSFs and KPIs ?01:55
4.30 Type of KPIs01:33
4.31 Tension metrics00:48
4.32 Goals and metrics00:55
4.33 Interpreting and using metrics01:42
4.34 Using measurement and metrics02:22
4.35 Creating scorecards and reports01:35
4.36 Setting targets01:32
4.37 Balanced Scorecard01:50
4.38 IT Balanced Scorecard01:26
4.39 SWOT Analysis01:10
4.40 Sample SWOT Analysis for CSI:00:23
4.41 Return on investment01:11
4.42 ROI example:00:37
4.43 Value on Investment example:00:50
4.44 Establishing the business case:01:25
4.45 Service reporting:01:08
4.46 CSI and Availability Management:01:04
4.47 Component Failure Impact Analysis and CSI:01:19
4.48 Fault Tree Analysis and CSI:01:14
4.49 Service Failure Analysis and CSI:01:35
4.50 Technical Observation and CSI:01:39
4.51 CSI and Capacity Management :02:17
4.52 Connecting business and service capacity management:00:49
4.53 Event management01:03
4.54 Workload and Demand Management for CSI:01:43
4.55 IT Service Continuity Management use in CSI:02:24
4.56 Risk Register and CSI00:59
4.57 Risk Register00:38
4.58 Problem Management and CSI01:23
4.59 Knowledge Management and CSI00:54
4.60 Summary00:06
4.61 Quiz
Learning Unit 05 – Organizing for Continual Service Improvement12:53
5.1 Learning Unit 500:29
5.2 Learning Unit 5: Organizing for Continual Service Improvement01:05
5.3 Service Manager01:09
5.4 Service Owner role01:38
5.5 Process Owner role01:34
5.6 Process Manager role00:50
5.7 Process Practitioner role01:05
5.8 Seven-step improvement roles01:11
5.9 CSI Manager role01:04
5.10 Activities and skill levels needed for CSI00:47
5.11 Responsibilit model – RACI01:13
5.12 Example of RACI matrix00:37
5.13 Summary00:11
5.14 Quiz
Learning Unit 06 – Technology Consideration22:14
6.1 Learning Unit 600:30
6.2 Learning Unit 6: Technology consideration00:48
6.3 Tools to Support CSI Activitie02:05
6.4 IT service management suites05:16
6.5 Systems and network management02:44
6.6 Event management01:36
problem resolution01:23
6.8 Performance management01:30
6.9 Statistical analysis tools01:27
6.10 Project and portfolio management01:21
6.11 Financial Management01:36
reporting01:45
6.13 Summary00:13
6.14 Quiz
Learning Unit 07 – Implement Continual Service Improvement24:12
7.1 Learning Unit 700:27
7.2 Learning Unit 7: Implementing Continual Service Improvement01:15
7.3 Critical Considerations for implementing CSI00:44
7.4 Critical Considerations for implementing CSI00:25
7.5 Where do we start ?03:51
7.6 Governance02:39
7.7 Governance00:57
7.8 COBIT as a governance framework00:52
7.9 CSI and organizational change01:26
7.10 CSI and organizational change07:07
7.11 Communication Strategy and Plan01:21
7.12 Communication Strategy and Plan03:01
7.13 Summary00:07
7.14 Quiz
Learning Unit 08 – Challenges Critical Success Factor and Risks05:52
8.1 Learning Unit 800:33
8.2 Learning Unit 8: Challenges, Critical success factors and risks01:00
8.3 Challenges01:35
8.4 Critical Success Factor01:13
8.5 Risks01:24
8.6 Summary00:07
8.7 Quiz
Learning Unit 09 – Summary Case Studies Exam Preparation and Directed38:28
9.1 Learning Unit 900:30
9.2 Summary: Exam Preparation and Directed00:08
9.3 Case Studies00:56
9.4 Case Study 1:01:13
9.5 Question 1:00:35
9.6 Rank the Options (as per assignment rules):02:11
9.7 Case Study 201:02
9.8 Question 2:00:20
9.9 Rank the Options (as per assignment rules):01:49
9.10 Rank the Options (as per assignment rules):01:24
9.11 Case Study 301:05
9.12 Question 300:30
9.13 Rank the Options (as per assignment rules):01:41
9.14 Case Study 401:27
9.15 Question 400:46
9.16 Rank the Options (as per assignment rules):01:41
9.17 Rank the Options (as per assignment rules):01:34
9.18 Case Study 501:00
9.19 Question 500:20
9.20 Rank the Options (as per assignment rules):01:38
9.21 Case Study 601:20
9.22 Question 600:31
9.23 Rank the Options (as per assignment rules):01:42
9.24 Case Study 701:22
9.25 Question 700:31
9.26 Rank the Options (as per assignment rules):01:31
9.27 Rank the Options (as per assignment rules):01:19
9.28 Case Study 801:34
9.29 Question 800:32
9.30 Rank the Options (as per assignment rules):02:24
9.31 Checkpoints00:21
9.32 Sample Question: (from sample exam paper)01:09
9.33 Sample Question02:08
9.34 Directed studies & Glossary00:08
9.35 Thank You

Course 2

ITIL® Intermediate SD
This ITIL® Intermediate Service Design (SD) course is one of the key qualifications in the ITIL Service Lifecycle category, designed to expose you to the architectures, processes, policies, and documentation of IT service management. You’ll learn about best practices in the design of IT services.

ITIL® Intermediate SD

Learning Unit 00 – Introductory lesson20:46
0.1 ITIL® 2011 LIFECYCLE MODULE SERVICE DESIGN01:13
0.2 Agenda01:13
0.3 Objective00:25
0.4 ITIL® 2011 Introduction00:56
0.5 ITIL® 2011 Intermediate00:50
0.6 ITIL® Qualification Criteria02:03
0.7 Definition of Service Lifecycle00:49
0.8 Definition of Service Capability00:45
0.9 Lifecycle and Capability Modules00:36
0.10 Managing Across the Lifecycle00:46
0.11 Accreditation Institute00:43
0.12 SD Course Description00:41
0.13 Course Objective00:32
0.14 Target Candidate00:38
0.15 Target Candidate contd..01:31
0.16 Exam Pre-requisites01:10
0.17 ITIL® 2011 Service Transition Exam Format01:07
0.18 Exam Tips00:20
0.19 Course Outline03:42
0.20 Quiz00:46
Learning Unit 01 – Introduction to Service Design39:34
1.1 Introduction to Service Design01:12
1.2 ITIL The Library Constituents02:07
1.3 Learning Unit 1: Syllabus00:53
1.4 Service Management02:12
1.5 The Value Proposition02:22
1.6 Utility and Warranty02:06
1.7 Utility and Warranty00:31
1.8 Function, Roles and Process03:35
1.9 Service Design Purpose and Objectives01:29
1.10 Service Design Purpose and Objectives01:14
1.11 Value of Service Design to the Business04:25
1.12 Four P’s of Service Design01:57
1.13 Service Design Package(SDP)01:31
1.14 SDP contents:02:02
1.15 SDP Requirements:01:28
1.16 SDP Service Design:01:12
1.17 SDP Service Design:01:18
1.18 SDP Organizational Readiness Assessment01:01
1.19 SDP Lifecycle Plan01:43
1.20 SDP Lifecycle Plan02:13
1.21 SDP Lifecycle Plan00:58
1.22 SDP Lifecycle Plan00:44
1.23 Service Acceptance Criteria(example)00:40
1.24 Summary00:41
1.25 Quiz
Learning Unit 02 – Service Design Principles01:19:49
2.1 Service Design Principles00:52
2.2 Learning Unit 2: Syllabus01:04
2.3 Introduction to Service Design Principles02:13
2.4 Service Composition03:11
2.5 Service Design Goals01:58
2.6 Balanced Design01:29
2.7 Identifying Service Requirements01:05
2.8 Identifying Service Requirements00:35
2.9 Identifying Technology Domain Requirements01:53
2.10 Identifying and Documenting Business Requirements and Drivers00:51
2.11 Identifying and Documenting Business Requirements and Drivers(contd..)01:53
2.12 Design Activities02:00
2.13 Service Design Inputs01:24
2.14 Service Design Inputs00:34
2.15 Service Design Inputs00:32
2.16 Service Design Outputs00:46
2.17 Service Design Outputs00:46
2.18 Five Major Service Design Aspects01:36
2.19 Designing Service Solutions:02:07
2.20 Designing Service Solutions:00:47
2.21 Aligning New Service to Business Requirement01:41
2.22 Designing Management Information Systems and Tools01:58
2.23 Designing Technology Architecture and Management Architecture02:02
2.24 Designing Technology Architecture and Management Architecture01:30
2.25 Enterprise Architecture00:49
2.26 Enterprise Architecture01:59
2.27 Enterprise Architecture Frameworks00:58
2.28 Designing Processes03:06
2.29 SDA5: Designing measurement methods and metrics01:56
2.30 Four types of Service Design Metrics01:19
2.31 Metrics Tree02:39
2.32 Subsequent Design Activities02:37
2.33 Design constraints driven by strategy02:42
2.34 External Influence on Solutions Design04:14
2.35 Service Oriented Architecture01:20
2.36 Service Oriented Architecture01:11
2.37 Business Service Management01:59
2.38 Service Design Models02:07
2.39 Sourcing Options00:44
2.40 Insourcing Option01:37
2.41 Outsourcing Option01:57
2.42 Co-sourcing or Multi-sourcing Option01:23
2.43 Partnership Option01:48
2.44 Business Process Outsourcing Option01:47
2.45 Application Service Provision Option02:15
2.46 Knowledge Process Outsourcing Option01:59
2.47 Cloud Services02:03
2.48 Summary00:33
2.49 Quiz
Learning Unit 03 – Service Design Processes05:35:03
3.1 Service Design Processes01:09
3.2 Learning Unit 3: Syllabus00:37
3.3 Service – Design High level View:02:09
3.4 Five aspects of Service Design01:30
3.5 Design Coordination03:20
3.6 Value to Business01:27
3.7 Policies01:17
3.8 Principles01:49
3.9 Process activities01:15
3.10 Design Coordination Activities07:49
3.11 Role : Design Coordination Process Manager01:13
3.12 Role : Design Coordination Process Manager00:44
3.13 Triggers, inputs and outputs01:52
3.14 Triggers, inputs and outputs00:31
3.15 Interfaces04:49
3.16 CSFs and KPIs01:50
3.17 Challenges01:29
3.18 Risks01:33
3.19 Service Catalogue Management(SCM):01:55
3.20 Service Catalog Management(SCM):01:15
3.21 Value to Business:01:56
3.22 Policies:01:19
3.23 SCM : Service Portfolio-Pipeline, Catalogue and Retired01:42
3.24 Definition – Service Catalogue:01:37
3.25 Defining Service:02:37
3.26 Different types of Services:01:43
3.27 Service Catalogue uses:03:14
3.28 Service Catalogue structure:01:41
3.29 SCM : Business and Technical01:08
3.30 SCM : Business and Technical00:44
3.31 SCM : Business and Technical01:00
3.32 Service Catalogue with three views:01:27
3.33 SCM : Process activities02:55
3.34 Service Catalogue Management Process Manager:01:09
3.35 Triggers, Inputs and Outputs:01:16
3.36 Triggers, Inputs and Outputs:00:53
3.37 Interfaces:02:26
3.38 SCM CSFs and KPIs :02:09
3.39 SCM Challenges and Risks:01:26
3.40 SCM Challenges and Risks:01:04
3.41 Service Level Management:02:21
3.42 Service Level Management:01:54
3.43 Value to Business:02:09
3.44 Service Level Agreement(SLA):01:41
3.45 Operational Level Agreement(OLA):02:00
3.46 Underpinning Contract(UC):01:31
3.47 SLM: SLA structure02:35
3.48 SLM: Service Level Requirements(SLR)01:52
3.49 SLM: SLA Monitoring Charts (SLAM)01:41
3.50 SLM: Service Review01:05
3.51 SLM: Service Improvement Plan (SIP)02:13
3.52 Process activities02:23
3.53 Service level management process:01:08
3.54 SLM: Service Level Management Process Manager01:38
3.55 SLM: Service Level Management Process Manager01:18
3.56 Triggers, Inputs and outputs00:59
3.57 Triggers, Inputs and outputs01:10
3.58 Triggers, Inputs and outputs01:39
3.59 Interfaces02:48
3.60 SLM: Metrics01:06
3.61 CSF and KPI01:27
3.62 Challenges02:12
3.63 Risks01:22
3.64 Capacity Management02:27
3.65 Capacity Management02:13
3.66 Value to Business02:07
3.67 Balancing Act02:25
3.68 Capacity Management Sub-processes01:49
3.69 Capacity Management Sub-processes01:17
3.70 Capacity Management Sub processes:01:53
3.71 Process activities, methods and techniques05:12
3.72 Process activities, methods and techniques04:08
3.73 Capacity Management overview01:14
3.74 The Capacity Plan01:36
3.75 Role – Capacity Management Process Manager01:31
3.76 Role – Capacity Manager01:17
3.77 Triggers, Inputs and Outputs00:45
3.78 Triggers, Inputs and Outputs02:41
3.79 Triggers, Inputs and Outputs02:00
3.80 Interfaces01:30
3.81 CSFs and KPIs01:11
3.82 Key Performance Indicator01:03
3.83 Challenges and Risks01:24
3.84 Challenges and Risks01:05
3.85 Availability Management02:05
3.86 Availability Management02:19
3.87 Value to Business01:36
3.88 What is Availability ?01:56
3.89 Aspects of Availability00:32
3.90 Reliability01:15
3.91 Maintainability01:20
3.92 Serviceability01:28
3.93 Vital Business Functions00:57
3.94 Vital Business Functions01:45
3.95 MTBF, MTBSI, MTRS, MTTR01:35
3.96 MTBF, MTBSI, MTRS, MTTR00:44
3.97 MTBF, MTBSI, MTRS, MTTR00:54
3.98 Availability Terms and Measurements:02:23
3.99 AIMS and Availability Plan02:19
3.100 Process activities, methods and techniques02:28
3.101 Process activities, methods and techniques05:00
3.102 Availability management process00:41
3.103 Availability Management Process Manager01:58
3.104 Availability Management Process Manager01:25
3.105 Triggers, Inputs and Outputs01:11
3.106 Triggers, Inputs and Outputs02:23
3.107 Triggers, Inputs and Outputs01:23
3.108 Interfaces03:03
3.109 CSFs and KPIs01:41
3.110 Challenges02:06
3.111 Risks00:49
3.112 IT Service Continuity Management03:27
3.113 IT Service Continuity Management01:28
3.114 Value to Business01:24
3.115 Business Continuity Management01:22
3.116 IT Service Continuity Plan01:20
3.117 Business Impact Analysis02:10
3.118 Business Impact Analysis01:10
3.119 Business Impact Analysis01:41
3.120 Business Impact01:51
3.121 Risk02:11
3.122 Management of Risk(M o R)01:08
3.123 Management of Risk01:43
3.124 Recovery Option03:41
3.125 Technical Plans02:22
3.126 Risk Reduction Measures01:48
3.127 Invocation Decision02:17
3.128 Key Activities02:05
3.129 Key Activities02:00
3.130 Key Activities02:09
3.131 Key Activities03:10
3.132 Key Activities02:19
3.133 Role – IT Service Continuity Management Process Manager02:41
3.134 Triggers, inputs and outputs01:22
3.135 Triggers, inputs and outputs01:30
3.136 Triggers, inputs and outputs01:07
3.137 Interfaces02:24
3.138 CSFs and KPIs01:14
3.139 CSFs and KPIs00:47
3.140 Challenges01:37
3.141 Risks01:15
3.142 Information Security Management02:07
3.143 Information Security Management02:03
3.144 Value to Business01:17
3.145 Security Framework00:48
3.146 Security Framework00:51
3.147 Information Security Policy00:57
3.148 Information Security Policy00:52
3.149 Information Security Management System01:09
3.150 Elements of ISMS01:41
3.151 Elements of ISMS01:26
3.152 Framework for Managing Security00:48
3.153 Security Governance01:55
3.154 Security Governance01:31
3.155 Security Controls01:47
3.156 Security Controls01:00
3.157 Security Controls00:29
3.158 Process Activities02:38
3.159 Role – Information Security Management Process Manager01:03
3.160 Role – Information Security Management Process Manager00:50
3.161 Triggers01:29
3.162 Inputs02:02
3.163 Outputs01:23
3.164 Interfaces03:58
3.165 CSFs and KPIs01:24
3.166 CSFs and KPIs00:58
3.167 Challenges01:33
3.168 Risks01:46
3.169 Supplier Management01:03
3.170 Supplier Management01:05
3.171 Supplier Management01:20
3.172 Value to Business00:57
3.173 Policies01:17
3.174 Supplier01:10
3.175 Underpinning contracts and agreements02:37
3.176 Underpinning contracts and agreements01:27
3.177 Supplier and Contract Management Information System(SCMIS)01:30
3.178 Supplier categories01:39
3.179 Supplier categories00:35
3.180 Process activities, methods and techniques05:00
3.181 Supplier Management Process00:34
3.182 Role – Supplier Management Process Manager01:23
3.183 Role – Supplier Management Process Manager01:12
3.184 Triggers, Inputs and Outputs01:09
3.185 Triggers, Inputs and Outputs02:27
3.186 Triggers, Inputs and Outputs01:16
3.187 Interfaces03:03
3.188 CSFs and KPIs01:15
3.189 CSFs and KPIs00:58
3.190 Challenges01:56
3.191 Risks01:50
3.192 Summary00:37
3.193 Quiz
Learning Unit 04 – Service Design Technology related activities38:19
4.1 Service Design Technology related activities00:57
4.2 Learning Unit 4: Syllabus00:43
4.3 Requirements Engineering Types03:00
4.4 Requirements Engineering01:16
4.5 Requirements Engineering Investigation techniques04:12
4.6 Requirements Engineering Problems01:03
4.7 Requirements Engineering Problems01:14
4.8 Requirements Engineering Documenting requirements01:23
4.9 Requirements Engineering Documenting requirements01:27
4.10 Requirements and Outsourcing01:29
4.11 Data and Information Management07:24
4.12 Application Management01:07
4.13 SDLC Approach00:37
4.14 Global view of the service01:24
4.15 Application Management Consideration01:38
4.16 Application Portfolio attributes00:27
4.17 Application Management Considerations01:39
4.18 Application Management Considerations05:21
4.19 Major outputs from development01:18
4.20 Summary00:40
4.21 Quiz
Learning Unit 05 – Organizing for Service Design24:17
5.1 Organizing for Service Design01:04
5.2 Learning Unit 1: Syllabus00:43
5.3 RACI01:17
5.4 RACI00:57
5.5 RACI Matrix00:58
5.6 Fuctional Role Analysis based on the RACI01:29
5.7 Functions01:26
5.8 Functions Continued…01:12
5.9 Alignment with application development01:44
5.10 Alignment with project management01:14
5.11 Example of service design organization structure(small organization)01:01
5.12 Example of service design organization structure(large organization)00:52
5.13 Service Design Roles00:58
5.14 Generic Service Owner02:26
5.15 Generic Process Owner01:28
5.16 IT Planner01:54
5.17 IT Designer Architect02:59
5.18 Summary00:35
5.19 Quiz
Learning Unit 06 – Technology Considerations12:41
6.1 Technology Considerations00:54
6.2 Syllabus00:32
6.3 Technology Considerations02:12
6.4 Service Design Tools01:00
6.5 Benefits of Service Design Tools01:19
6.6 Service Management Tool – Requirements01:15
6.7 Statement of Requirement01:28
6.8 Evaluation Process for Tool02:13
6.9 Selection Criteria Checklist01:33
6.10 Summary00:15
6.11 Quiz
Learning Unit 07 – Implementation and Improvement of Service Design24:45
7.1 Implementation and Improvement of Service Design00:45
7.2 Syllabus00:40
7.3 Business Impact Analysis01:51
7.4 Service Level Requirement01:27
7.5 Risk To Service And Processes01:04
7.6 Implementing Service Design01:51
7.7 Implementing Service Design Through Csi Approach01:45
7.8 What Is The Vision?01:11
7.9 Where Are We Now?00:52
7.10 Where Are We Now?01:11
7.11 Where Do We Want To Be?01:08
7.12 How Do We Get There?00:49
7.13 Did We Get There?01:16
7.14 How Do We Keep The Momentum Going?00:52
7.15 Measurement Of Service Design01:31
7.16 Balance Scorecard00:28
7.17 Measurement Of Service Design01:37
7.18 Measurement Of Service Design00:44
7.19 Measurement Of Service Design01:48
7.20 Prerequisite For The Success01:33
7.21 Summary00:22
7.22 Quiz
Learning Unit 08 – Challenges, Critical Success factors and Risks10:01
8.1 Challenges, CSFs and Risks00:54
8.2 Syllabus00:30
8.3 Service Design Challenges01:42
8.4 Service Design Challenges02:14
8.5 Service Design Risks02:36
8.6 CSF And KPI01:54
8.7 Summary00:11
8.8 Quiz
Learning Unit 09 – Summary and Directed studies03:43
9.1 Learning Unit 09 Summary Exam Preparation and Direction00:30
9.2 Summary Exam Preparation And Direction00:43
9.3 Checkpoints01:18
9.4 Sample Exam00:57
9.5 Thank You00:15

Course 3

ITIL® Intermediate SO
This ITIL® Intermediate Service Operation (SO) training course is one of the key qualifications within ITIL Service Lifecycle training and proves your ability to enable responsive, stable, and repeatable IT service delivery. The ITIL framework sets internationally recognized benchmarks for IT professionals.

ITIL Intermediate SO

Learning Unit 00 – Introductory Lesson34:24
0.1 ITIL 2011 Lifecycle Module Service Operation01:12
0.2 Agenda01:03
0.3 Objective00:22
0.4 ITIL® 2011 Introduction00:54
0.5 ITIL® 2011 Intermediate00:44
0.6 ITIL – Qualification Criteria01:53
0.7 Definition Of Service Lifecycle00:48
0.8 Definition Of Service Capability00:44
0.9 Difference between Lifecycle And Capability Modules00:35
0.10 Managing Across The Lifecycle00:43
0.11 Accreditation Institute00:05
0.12 SO Course Description00:41
0.13 Course Objective00:43
0.14 Target Candidate00:40
0.15 Target Candidate Contd..01:26
0.16 Exam Pre – Requisites01:12
0.17 ITIL® 2011 Service Operation Exam Format01:09
0.18 Exam Tips00:20
0.19 Course Outline04:39
0.20 Quiz00:53
0.21 Foundation Basics00:21
0.22 Foundation Basics01:18
0.23 Foundation Basics00:38
0.24 Foundation Basics01:17
0.25 Foundation Basics01:26
0.26 Foundation Basics01:57
0.27 Foundation Basics01:49
0.28 Foundation Basics01:56
0.29 Foundation Basics02:14
0.30 Thank You00:42
Learning Unit 01 – Introduction to Service Operation14:41
1.1 Introduction To Service Operation00:32
1.2 ITIL And Good Practice In Service Management01:28
1.3 ITIL – The Library Constituents00:44
1.4 Service Operation – Purpose01:22
1.5 Service Operation – Objectives00:51
1.6 Service Operation – Scope02:00
1.7 Service Operation – Value To Business01:28
1.8 Context Of Service Operation In Service Lifecycle03:35
1.9 Service Operation – Fundamentals02:15
1.10 Summary00:26
1.11 Quiz
Learning Unit 02 – Service Operation Principles31:34
2.1 Service Operation Principles00:25
2.2 Service Operation: Responsibilities01:29
2.3 Achieving Balance In Service Operation02:39
2.4 Achieving Balance In Service Operation01:58
2.5 Achieving Balance In Service Operation01:44
2.6 Achieving Balance In Service Operation02:07
2.7 Providing Good Service01:31
2.8 Operational Staff Involvement In Service Strategy01:03
2.9 Operational Staff Involvement In Service Design00:48
2.10 Operational Staff Involvement In Service Transition01:04
2.11 Operational Staff Involvement In Continual Service Improvement01:19
2.12 Operational Health01:23
2.13 Communication01:54
2.14 Communication03:26
2.15 Documentation01:52
2.16 Service Operation: Inputs And Outputs01:18
2.17 Service Operation: Inputs And Outputs01:36
2.18 Service Operation: Inputs And Outputs01:37
2.19 Service Operation: Inputs And Outputs01:43
2.20 Summary00:38
2.21 Quiz
Learning unit 03 – Service Operation Processes02:38:32
3.1 Service Operation Processes00:18
3.2 Service Operation Processes00:23
3.3 Event Management00:42
3.4 Event Management – Purpose And Objectives01:28
3.5 Event Management – Scope02:09
3.6 Event Management – Value To Business01:46
3.7 Event Management – Policies02:00
3.8 Event Management – Basic Concepts01:35
3.9 Event Management – Basic Concepts01:11
3.10 Event Management – Basic Concepts00:59
3.11 Event Management – Basic Concepts03:48
3.12 Event Management – Basic Concepts02:14
3.13 Event Management – Process Activities02:36
3.14 Event Management – Triggers, Inputs, Outputs And Interfaces01:01
3.15 Event Management – Triggers, Inputs, Outputs And Interfaces00:53
3.16 Event Management – Triggers, Inputs, Outputs And Interfaces00:50
3.17 Event Management – Triggers, Inputs, Outputs And Interfaces02:31
3.18 Event Management – CSFs And KPIs02:05
3.19 Event Management – Challenges And Risks01:16
3.20 Event Management – Challenges And Risks00:44
3.21 Event Management – Roles00:47
3.22 Exercise00:47
3.23 Case Study – one00:50
3.24 Case Study – Two03:01
3.25 Incident Management00:42
3.26 Incident Management – Purpose And Objectives01:47
3.27 Incident Management – Scope01:31
3.28 Incident Management – Value To Business01:50
3.29 Incident Management – Policies02:44
3.30 Incident Management – Basic Concepts01:15
3.31 Incident Management – Basic Concepts04:14
3.32 Incident Management – Process Flow09:35
3.33 Incident Management – Triggers, Inputs, Outputs And Interfaces01:01
3.34 Incident Management – Triggers, Inputs, Outputs And Interfaces01:55
3.35 Incident Management – Triggers, Inputs, Outputs And Interfaces01:24
3.36 Incident Management – Triggers, Inputs, Outputs And Interfaces03:04
3.37 Incident Management – CSFs And KPIs02:11
3.38 Incident Management – Challenges And Risks02:01
3.39 Incident Management – Challenges And Risks01:44
3.40 Incident Management – Roles03:20
3.41 Problem Management00:41
3.42 Problem Management – Purpose And Objectives01:28
3.43 Problem Management – Scope01:27
3.44 Problem Management – Value To Business01:02
3.45 Problem Management – Policies01:10
3.46 Problem Management – Basic Concepts01:52
3.47 Problem Management – Process Flow07:19
3.48 Problem Management – Triggers, Inputs, Outputs And Interfaces01:11
3.49 Problem Management – Triggers, Inputs, Outputs And Interfaces01:06
3.50 Problem Management – Triggers, Inputs, Outputs And Interfaces00:38
3.51 Problem Management – Triggers, Inputs, Outputs And Interfaces03:49
3.52 Problem Management – CSFs And KPIs02:05
3.53 Problem Management – Challenges And Risks02:30
3.54 Problem Management – Challenges And Risks01:06
3.55 Problem Management – Roles03:15
3.56 Request Fulfillment00:48
3.57 Request Fulfillment – Purpose And Objectives01:48
3.58 Request Fulfillment – Scope00:57
3.59 Request Fulfillment – Value To Business00:57
3.60 Request Fulfillment – Policies02:19
3.61 Request Fulfillment – Basic Concepts01:25
3.62 Request Fulfillment – Process Activities02:46
3.63 Request Fulfillment – Triggers, Inputs, Outputs And Interfaces00:52
3.64 Request Fulfillment – Triggers, Inputs, Outputs And Interfaces00:46
3.65 Request Fulfillment – Triggers, Inputs, Outputs And Interfaces02:23
3.66 Request Fulfillment – CSFs And KPIs01:44
3.67 Request Fulfillment – Challenges And Risks02:35
3.68 Request Fulfillment – Challenges And Risks01:00
3.69 Request Fulfillment – Roles03:58
3.70 Access Management00:49
3.71 Access Management – Purpose And Objectives01:00
3.72 Access Management – Scope01:09
3.73 Access Management – Value To Business01:12
3.74 Access Management – Policies02:11
3.75 Access Management – Basic Concepts00:31
3.76 Access Management – Basic Concepts01:37
3.77 Access Management – Process Activities02:37
3.78 Access Management – Triggers, Inputs, Outputs And Interfaces01:06
3.79 Access Management – Triggers, Inputs, Outputs And Interfaces00:51
3.80 Access Management – Triggers, Inputs, Outputs And Interfaces00:47
3.81 Access Management – Triggers, Inputs, Outputs And Interfaces02:57
3.82 Access Management – CSFs And KPIs01:41
3.83 Access Management – Challenges And Risks01:02
3.84 Access Management – Challenges And Risks01:46
3.85 Access Management – Roles03:14
3.86 Summary00:26
3.87 Exercise00:47
3.88 Case Study – 200:50
3.89 Case Study – 200:50
3.90 Quiz
Learning Unit 04 – Common Service Operation Activities01:00:54
4.1 Common Service Operation Activities00:30
4.2 Moving From Technology Centric To Business Centric03:21
4.3 Monitoring And Control00:45
4.4 Monitoring And Control03:23
4.5 IT Operations10:02
4.6 Server And Mainframe Management And Support01:54
4.7 Network Management02:33
4.8 Storage And Archive01:41
4.9 Database Administration02:28
4.10 Directory Services Management02:18
4.11 Desktop And Mobile Device Support01:21
4.12 Middleware Management01:42
4.13 Middleware Management01:02
4.14 Internet And Web Management02:30
4.15 Facilities And Data Center Management02:10
4.16 Data Centre Strategies02:49
4.17 Operational Activities Of Processes Covered In Other Lifecycle Stages00:45
4.18 Change Management01:01
4.19 Service Asset And Configuration Management01:12
4.20 Release And Deployment Management01:11
4.21 Capacity Management02:44
4.22 Demand Management00:54
4.23 Availability Management01:42
4.24 Knowledge Management01:04
4.25 Financial Management For IT Services01:12
4.26 IT Service Continuity Management01:52
4.27 Information Security Management02:34
4.28 Service Level Management01:25
4.29 Improvement Of Operational Activities01:58
4.30 Summary00:51
4.31 Quiz
Learning Unit 05 – Organizing for Service Operation01:08:41
5.1 Organizing For Service Operation00:29
5.2 Functions Within Service Operation02:34
5.3 Functions Within Service Operation01:42
5.4 Service Desk01:24
5.5 Business Benefits Of Service Desk01:20
5.6 Service Desk Objectives00:49
5.7 Service Desk Responsibilities00:54
5.8 Service Desk Structures00:56
5.9 Local Service Desk01:16
5.10 Centralized Service Desk01:07
5.11 Virtual Service Desk01:05
5.12 Follow The Sun01:28
5.13 Specialized Service Desk Groups00:53
5.14 Service Desk Roles01:40
5.15 Service Desk Roles01:57
5.16 Technical Management02:02
5.17 Technical Management – Objectives00:53
5.18 Technical Management – Activities02:21
5.19 Technical Management Roles02:30
5.20 Technical Management Organization01:08
5.21 Technical Design And Technical Maintenance And Support01:00
5.22 Measuring Technical Management Performance01:45
5.23 Technical Management Documentation01:03
5.24 IT Operations Management01:29
5.25 IT Operations Management00:57
5.26 IT Operations Management – Objectives00:42
5.27 IT Operations Management Sub-functions02:21
5.28 IT Operations Management Roles02:43
5.29 IT Operations Management Organization01:00
5.30 Measuring IT Operations Management Performance01:03
5.31 IT Operations Management Documentation01:25
5.32 Application Management01:31
5.33 Application Management – Objectives00:58
5.34 Application Management – Activities02:22
5.35 Application Management Roles01:44
5.36 Application Management Principles01:33
5.37 Application Management Lifecycle02:26
5.38 Application Management Organization01:36
5.39 Application Management Organization01:08
5.40 Measuring Application Management Performance01:36
5.41 Application Management Documentation02:03
5.42 Structures05:09
5.43 Summary00:33
5.44 Exercise00:27
5.45 Case Study00:50
5.46 Case Study00:49
5.47 Quiz
Learning Unit 06 – Technology Considerations18:55
6.1 Technology Considerations00:29
6.2 Generic Requirements04:01
6.3 Event Management – Technology Considerations02:01
6.4 Incident Management – Technology Considerations02:07
6.5 Request Fulfillment – Technology Considerations01:29
6.6 Problem Management – Technology Considerations02:24
6.7 Access Management – Technology Considerations01:10
6.8 Service Desk – Technology Considerations02:22
6.9 Summary00:25
6.10 Exercise00:47
6.11 Case Study00:50
6.12 Case Study00:50
6.13 Quiz
Learning Unit 07 – Implementation of Service Operation14:02
7.1 Implementation Considerations00:23
7.2 Implementation Considerations01:14
7.3 Managing Change In Service Operation02:00
7.4 Service Operation And Project Management01:37
7.5 Assessing And Managing Risks In Service Operation01:42
7.6 Operational Staff In Service Design And Transition01:47
7.7 Planning And Implementing Service Management Technologies04:40
7.8 Summary00:39
7.9 Quiz
Learning Unit 08 – Challenges, Critical Success Factors and Risks12:50
8.1 Challenges Critical Success Factors And Risks00:30
8.2 Critical Success Factors03:42
8.3 Challenges03:12
8.4 Risks02:48
8.5 Summary00:16
8.6 Exercise00:42
8.7 Case Study00:50
8.8 Case Study00:50
8.9 Quiz
Learning unit 09 – Summary, case studies, exam preparation and directed01:11
9.1 Summary And Directed Studies00:28
9.2 Checkpoints00:21
9.3 Case Studies Directed Studies And Glossary00:08
9.4 Thank You00:14

Course 4

ITIL® Intermediate SS
The ITIL® Intermediate Service Strategy (SS) certification establishes your ability to effectively plan, design, develop, and implement IT service management. This course is one of the key qualifications in ITIL Expert training but also serves as a free-standing qualification.

ITIL® Intermediate SS

Learning Unit 00 – Introductory Lesson50:35
0.1 ITIL® 2011 LIFECYCLE Module01:20
0.2 Agenda01:10
0.3 Objective00:24
0.4 ITIL® 2011 Introduction01:01
0.5 ITIL® 2011 Intermediate00:51
0.6 ITIL – Qualification Criteria02:02
0.7 Definition of Service Lifecycle00:51
0.8 Definition of Service Capability00:48
0.9 Difference between Lifecycle and Capability Modules00:37
0.10 Managing Across the Lifecycle00:50
0.11 Accreditation Institute00:05
0.12 SS Course Description00:48
0.13 Course Objective01:04
0.14 Target Candidate00:42
0.15 Target Candidate – Cont01:42
0.16 Exam Pre-requisites01:16
0.17 ITIL® 2011 SS Exam Format01:11
0.18 EXAM TIPS00:22
0.19 Course Outline02:58
0.20 Quiz00:56
0.21 Foundation Basics00:19
0.22 What is ITIL ?01:23
0.23 Benefits of ITIL00:51
0.24 The ITIL 2011 Lifecycle02:09
0.25 Service and Service Management ?01:30
0.26 Service Strategy – Purpose02:12
0.27 Service Strategy – Key Processes00:45
0.28 Service Strategy – Basics01:33
0.29 Service Strategy – Basics00:54
0.30 Service Strategy – Basics01:04
0.31 Service Strategy – Basics00:43
0.32 Service Design – Purpose and Objectives02:26
0.33 Service Design – Basics00:54
0.34 Service Design – Key Processes00:37
0.35 Service Design – Basics01:04
0.36 Service Transition Purpose01:20
0.37 Service Transition – Key Principles00:55
0.38 Service Transition – Key Processes01:09
0.39 Service Transition – Key Roles and Responsibilities01:05
0.40 Service Operations – Purpose00:50
0.41 Service Operations – Key Functions and Processes01:00
0.42 Service Operations – Value to Business00:48
0.43 Continual Service Improvements – Purpose01:00
0.44 Continual Service Improvements – Basics01:55
0.45 Key Links, Inputs and Outputs of the Service Lifecycle Stages01:11
0.46 Quiz
Learning Unit 01 – Introduction to Service Strategy06:24
1.1 Learning Unit 01 – Introduction to Service Strategy00:29
1.2 Overview01:46
1.3 Overview02:47
1.4 Why Service Strategy at the Core ?01:22
1.5 Quiz
Learning Unit 02 – Service Management as a Practice41:01
2.1 Learning Unit 02 – Service Management as a Practice00:32
2.2 Learning Unit Objectives00:38
2.3 Services02:34
2.4 Service Management, IT Service Management and Service Providers01:31
2.5 Service Providers Types and Stakeholder in Service Management05:39
2.6 Concept of Utility and Warranty (Value Creation)01:53
2.7 Key Concepts – 102:52
2.8 Key Concepts – 202:22
2.9 Key Concepts – 302:13
2.10 Process Characteristics01:24
2.11 Process Model02:36
2.12 What is a Service Portfolio ?03:27
2.13 The Service Portfolio and its contents00:32
2.14 Basic Concepts Knowledge Management and SKMS01:57
2.15 Governance and Management Systems01:42
2.16 The Deming Cycle – PDCA01:29
2.17 Specialization and Coordination across the lifecycle01:53
2.18 Integration Across Service lifecycle01:50
2.19 Integration Across Lifecycle – FAQ’s01:26
2.20 Process Integration – Characteristics01:46
2.21 Summary00:45
2.22 Quiz
Learning Unit 03 – Service Strategy Principles02:02:49
3.1 Learning Unit 03 – Service Strategy Principles00:29
3.2 Learning Unit Objectives00:39
3.3 Fundamental Aspects of Strategy04:50
3.4 The Four P’s of Strategy02:54
3.5 Four P’s of Strategy – Cont02:46
3.6 Four P’s of Strategy – Cont02:31
3.7 Strategic Plans results in patterns00:54
3.8 Customer and Services03:29
3.9 Types of IT Services (Internal and External Services)01:37
3.10 Core, Enabling, or Enhancing Services01:28
3.11 Value – Characteristics03:11
3.12 Customer’s Perception of Value03:05
3.13 Value Added and Value realized03:07
3.14 “Value Added” to “Value realized”00:28
3.15 Effects of Utility and Warranty on Service04:42
3.16 Combined effects of Utility and Warranty02:52
3.17 Value of a Service in terms of return on asset for customer01:18
3.18 Utility and Warranty – Communicating Utility02:16
3.19 Utility and Warranty – Communicating Warranty and Combined effects04:32
3.20 Customer Assets, Service Assets and Strategic Assets03:16
3.21 Service Management Optimizes the performance of service asset01:25
3.22 How Service Management Enables Business Outcomes00:26
3.23 How Service Provider Enables a Business Unit’s Outcomes02:15
3.24 Customer Assets, Service Assets and Strategic Assets – Cont01:15
3.25 Service Providers – Types i, ii and iii – Internal(I), Shared(II) and External Service Providers(III)02:35
3.26 Service Provider – Type ii provider02:15
3.27 Service Provider – Type iii Providers02:12
3.28 How to define Service – Steps07:32
3.29 How to define Service – Steps – Cont02:52
3.30 Strategies for Customer Satisfaction – Kano Model01:16
3.31 The Kano Model and Service Attributes05:31
3.32 Service Economic dynamics (External Service Providers)01:01
3.33 Service Economic dynamics (Internal Service Providers)01:36
3.34 Return on Investment02:57
3.35 ROI – Different Considerations02:01
3.36 Return on Investment – Business Case01:24
3.37 Pre – Programmed ROI(Techniques for quantitatively analyzing an investment in service management)03:36
3.38 Return on Investment – Pre – Programmed ROI – NPV decisions01:58
3.39 Service Economics Return on Investment – Pre – Programmed ROI – NPV decisions01:32
3.40 Post – Programmed ROI (Techniques for retro actively analyzing an investment in Service mgnt)04:05
3.41 Post Programmed ROI Forecast Analysis01:25
3.42 Service Economics : Business Impact Analysis (BIA)02:12
3.43 Sourcing Strategy : Sourcing Structures01:43
3.44 Sourcing Strategy : Multi – Vendor Sourcing02:00
3.45 Sourcing Strategy : Service – Provider Interfaces (SPI)02:23
3.46 Sourcing Strategy : Sourcing Governance02:22
3.47 Service Structures in the Value Network01:47
3.48 Service Structures in the Value Network – Using Value Network01:54
3.49 Inputs from other Lifecycle’s02:00
3.50 Outputs to other Lifecycle’s01:22
3.51 Recommended Approaches00:25
3.52 Critical Success Factors01:03
3.53 Summary00:52
3.54 Exercises00:10
3.55 Exercise 1 : Identify fields from “1-6” and Elaborate the Importance of SKMS00:21
3.56 Exercise 2 : Identify Value Characteristics00:42
3.57 Quiz
Learning Unit 04 – Service Strategy Processes04:40:29
4.1 Learning Unit 04 – Service Strategy Processes01:03
4.2 Learning Unit 4.1 – Strategy Management For IT Services00:08
4.3 Learning Unit Objectives00:56
4.4 Purpose and Objectives01:43
4.5 Scope and Value03:57
4.6 The Scope of Strategy Management Process00:21
4.7 Strategic Analysis of Customer Portfolio01:50
4.8 Process Flow for Strategy Management01:40
4.9 Process Flow for Strategy Management00:30
4.10 Strategic Assessment01:40
4.11 Steps for Strategic Assessment04:00
4.12 Strategy Generation – Evaluation and Selection07:23
4.13 Strategy Execution02:21
4.14 Activities – Strategy Execution06:06
4.15 Measurement and Evaluation00:30
4.16 Strategy Management for Internal IT Service Providers02:10
4.17 Strategy Management for Internal IT Service Providers – Cont02:09
4.18 Information Management – Overview of the main sources01:48
4.19 Inputs and Outputs01:44
4.20 Triggers and Interfaces03:11
4.21 Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)03:52
4.22 Challenges01:13
4.23 Risks02:18
4.24 Summary00:43
4.25 Learning Unit 4.2 – Service Portfolio Management00:08
4.26 Learning Unit Objectives01:04
4.27 Service Portfolio Management02:01
4.28 Service Portfolio Management01:57
4.29 Key Concepts01:51
4.30 Key Concepts – Cont02:12
4.31 Key Concepts – Cont01:20
4.32 Service Portfolio and Service Catalogue00:58
4.33 Service Portfolio and Service Catalogue02:56
4.34 Key Concepts – Cont01:39
4.35 Key Concepts – Cont03:22
4.36 Process Activities – 4 Main Phases03:23
4.37 Process Activities – 4 Main Phases01:23
4.38 Process Activities – Process Initiation02:58
4.39 Process Activities – Define03:22
4.40 Process Activities – Analyse01:41
4.41 Prioritizing Service Investments02:20
4.42 Value – To – Cost01:37
4.43 Process Activities – Approve04:22
4.44 Process Activities – Service Charter01:23
4.45 Process Activities – Service Charter02:25
4.46 Process Activities, Methods and Techniques02:38
4.47 Triggers02:00
4.48 Inputs, Outputs and Interfaces04:20
4.49 Information Management01:13
4.50 Critical Success Factors and KPI’s03:08
4.51 Challenges01:26
4.52 Risks01:03
4.53 Summary00:36
4.54 Learning Unit 4.3 – Financial Management for IT Services00:16
4.55 Learning Unit Objectives00:57
4.56 Financial Management for IT Services01:23
4.57 Financial Management for IT Services02:15
4.58 Financial Management for IT Services – Value to Business01:55
4.59 Enterprise Financial Management Policies04:21
4.60 Compliance01:37
4.61 Major Inputs, Outputs and Activities of Financial Management for IT Services01:11
4.62 Major Inputs02:47
4.63 Major Outputs03:33
4.64 Process Activities, Methods and Techniques – Accounting01:49
4.65 Accounting : Cost Models02:22
4.66 Cost Models – Cost by IT Organization Model02:06
4.67 Cost By Service00:44
4.68 Cost Models – Cost by Service02:09
4.69 Cost By Customer, Cost By location01:13
4.70 Cost by Customer and Cost by location02:32
4.71 Hybrid Cost Models01:23
4.72 Cost Model – Hybrid Cost Model01:03
4.73 Accounting : Cost Centre’s and Cost Units02:42
4.74 Accounting : Cost Types and Cost Elements02:48
4.75 Accounting : Cost Classification02:59
4.76 Accounting – Activities – Chart Of Accounts, Analysis, Reporting and Action Plans03:19
4.77 Process Activities, Methods and Techniques – Budgeting02:34
4.78 Budgeting – Activities03:08
4.79 Process Activities, Methods and Techniques – Charging02:11
4.80 Charging – Activities07:27
4.81 Inputs, Outputs, Triggers03:21
4.82 Interfaces03:17
4.83 Information Management01:09
4.84 Critical Success Factors and Key Performance Indicators02:49
4.85 Challenges01:40
4.86 Risks01:13
4.87 Summary00:28
4.88 Learning Unit 4.4 – Demand Management00:15
4.89 Learning Unit Objectives00:43
4.90 Purpose and Objectives02:39
4.91 Scope00:25
4.92 Value to Business01:08
4.93 Demand Management Activities01:43
4.94 Difference between Demand Management and Capacity Management01:45
4.95 Supply and Demand – Correlation01:47
4.96 Demand Management through the Lifecycle02:09
4.97 Sources of Demand Forecasting00:58
4.98 Patterns of Business Activity02:25
4.99 User Profiles, Activity Based Demand Management01:54
4.100 Activity Based Demand Management – Examples01:10
4.101 Process Activities, Methods and Techniques02:15
4.102 Inputs and Outputs01:38
4.103 Interfaces02:52
4.104 Interfaces – Cont02:04
4.105 Triggers00:59
4.106 CSF and KPI’s02:53
4.107 Challenges and Risks01:13
4.108 Summary00:40
4.109 Learning Unit 4.5 – Business Relationship Management00:17
4.110 Learning Unit Objectives00:55
4.111 Purpose – Two Fold02:07
4.112 Objectives01:37
4.113 Scope02:23
4.114 Value to Business02:25
4.115 Relationship with other Service Management Processes01:48
4.116 Business Relationship Management Vs Business Relationship Manager02:08
4.117 Customer Portfolio03:14
4.118 Conflicts – Customers and Users ???02:10
4.119 Service Requirements03:19
4.120 Business relationship management activities01:08
4.121 Nature of the Business Relationship Management Process03:02
4.122 BRM Process through the life cycle03:12
4.123 Interfaces – Life cycle09:32
4.124 Triggers00:43
4.125 Inputs00:48
4.126 Outputs00:26
4.127 Interfaces – Other Processes04:56
4.128 Information Management01:29
4.129 CSF and KPI’s02:41
4.130 Challenges01:29
4.131 Risks01:31
4.132 Summary00:36
4.133 Exercises00:06
4.134 Exercise 1 : Demand Management Activities00:57
4.135 Exercise 2 : Challenges – Strategy Mangement for IT Services01:12
4.136 Quiz
Learning Unit 05 – Service Strategy, Governance, Architecture and ITSM Implementation Strategies53:53
5.1 Learning Unit 05 – Service Strategy, Governance, Architecture and ITSM Implementation Strategies01:04
5.2 Learning Unit Objectives00:51
5.3 Service Strategy – Governance03:11
5.4 Difference between Governance and Management01:13
5.5 Governance Framework and IT Governance01:34
5.6 How is Corporate governance of IT defined, fulfilled and enforced ?01:08
5.7 How does service strategy relate to governance ?01:49
5.8 Setting the strategy, policies and plans01:43
5.9 Direct – Activities00:56
5.10 Monitor – Areas00:56
5.11 Establishing and Maintaining a Service Management System02:27
5.12 IT Service Strategy and the Business01:18
5.13 Using Strategy to achieve balance01:47
5.14 IT Service Strategy and the Business – Integrated Patterns01:52
5.15 IT Service Strategy and Application Development02:03
5.16 Creating a strategy for Implementing SM Processes – Types of Service Mangement Implementations04:19
5.17 Strategies for Organization’s02:49
5.18 Implementation Strategy – Defining a Vision and Mission for the SM Implementation02:05
5.19 Defining the Vision and Mission – Steps04:28
5.20 Service Management Assessment02:50
5.21 Service Management Assessment – Variables03:52
5.22 Objective for Implementing Service Management03:38
5.23 Preparing a business case02:31
5.24 The Project Charter – Contents01:44
5.25 Go or No Go – Decision – Factors01:03
5.26 Summary00:42
5.27 Quiz
Learning Unit 06 – Organizing for Service Strategy41:12
6.1 Learning Unit 06 – Organizing for Service Strategy00:45
6.2 Learning Unit Objectives00:40
6.3 Organizational Development01:30
6.4 5 Stages of Organizational Development03:32
6.5 5 Stages of Organizational Development – Cont01:16
6.6 Deciding on a Structure03:22
6.7 Organizational Departmentalization01:26
6.8 Organizing for Service Strategy – Organizational Design00:39
6.9 Organizational Design Steps00:57
6.10 Organizing for Service Strategy – Organizational Culture02:31
6.11 Organizing for Service – Strategy Functions01:14
6.12 Roles – Generic Service Owner Roles02:49
6.13 Roles – Generic Process Owner Role01:35
6.14 Roles – Generic Process Manager Role01:29
6.15 Roles – Generic Process Practitioner Role01:16
6.16 Roles – Strategy Management for IT Service Roles01:37
6.17 Roles – Strategy Management for IT Service Roles01:50
6.18 Roles – Service Portfolio Management Roles01:31
6.19 Roles – Business Relationship Management Roles02:00
6.20 Roles – Business Relationship Management Roles00:28
6.21 Roles – Financial Management for IT services roles02:22
6.22 Roles – Demand Management Roles01:25
6.23 Competence and Training01:37
6.24 Attributes Required01:10
6.25 Responsibility Model – RACI01:30
6.26 Summary00:41
6.27 Quiz
Learning Unit 07 – Technology Considerations18:30
7.1 Learning Unit 07 – Technology Considerations00:29
7.2 Learning Unit Objectives00:30
7.3 Service Automation02:15
7.4 Service Automation – Cont03:06
7.5 Instrumentation Techniques00:48
7.6 Characteristics Of Good Service Interfaces02:00
7.7 Types Of Technology Encounters – Froehle and Roth, 200402:45
7.8 Service Interfaces03:06
7.9 Tools For Service Strategy02:58
7.10 Summary00:33
7.11 Quiz
Learning Unit 08 – Implementing Service Strategy21:23
8.1 Learning Unit 08 – Implementing Service Strategy00:27
8.2 Learning Unit Objectives00:31
8.3 Implementing Service Strategy – Implementation through the lifecycle01:59
8.4 Service Strategy Implementation activities following a lifecycle approach04:25
8.5 Designing Service Strategy01:21
8.6 Transitioning Service Strategy01:42
8.7 Operating and Continual Improvement of Service Strategy – Activities01:55
8.8 Impact of Service Strategy on other Stages03:43
8.9 Key importance with Other Lifecycle Phases04:50
8.10 Summary00:30
8.11 Quiz
Learning Unit 09 – Challenges, Critical Success Factors and Risks06:09
9.1 Learning Unit 09 – Challenges, Critical Success Factors and Risks00:24
9.2 Learning Unit Objectives00:14
9.3 Challenges and Risks04:06
9.4 Critical Success Factors01:13
9.5 Summary00:12
9.6 Quiz
Learning Unit 10 – Summary and Directed Studies00:50
10.1 Learning Unit 10 – Summary and Directed Studies00:30
10.2 Directed Studies and glossary00:02
10.3 Checkpoints00:03
10.4 THANK YOU00:15

Course 5

ITIL® Intermediate ST
ITIL® Intermediate ST Certification qualifies you for the ITIL Service Lifecycle training that will help you become an expert. This certification will validate your knowledge of process elements, practice components, and management techniques to build, test, and implement products and services.

ITIL® Intermediate ST

Learning Unit 00 – Introductory Lesson21:06
0.1 ITIL® 2011 LIFECYCLE MODULE SERVICE TRANSITION01:20
0.2 Agenda01:10
0.3 Objective00:23
0.4 ITIL® 2011 Introduction01:04
0.5 ITIL® 2011 Intermediate00:51
0.6 ITIL – Qualification Criteria02:00
0.7 Definition Of Service Lifecycle00:21
0.8 Definition Of Service Capability00:46
0.9 Difference Between Lifecycle And Capability Modules00:36
0.10 Managing Across The Lifecycle00:46
0.11 Accreditation Institute00:43
0.12 ST Course Description00:45
0.13 Course Objective00:47
0.14 Target Candidate00:43
0.15 Target Candidate contd…01:39
0.16 Exam Pre – Requisites01:15
0.17 ITIL® 2011 Service Transition Exam Format01:13
0.18 Exam Tips00:23
0.19 Course Outline03:15
0.20 Quiz00:54
0.21 Thank You00:12
Learning Unit 01 – Introduction to Service Transition24:16
1.1 Introduction To Service Transition00:23
1.2 ITIL®02:13
1.3 Recap from the “Foundation” Service Management Principles07:57
1.4 ITIL’s Relationship With Other Best Management Practice Guides00:16
1.5 Service Transition: Purpose and Objectives01:40
1.6 Scope01:34
1.7 Scope00:44
1.8 Service Transition: Value To Business02:23
1.9 Context Of Service Transition In Service Lifecycle04:29
1.10 Processes Within Service Transition00:58
1.11 Learning Unit 1 Summary01:39
Learning Unit 02 – Service Transition Principles18:46
2.1 Service Transition Principles00:22
2.2 Service Transition Principles01:32
2.3 Policies And Principles07:04
2.4 Optimizing Service Transition Performance01:40
2.5 Optimizing Service Transition Performance01:25
2.6 Inputs And Outputs01:32
2.7 Inputs And Outputs01:24
2.8 Inputs (by Lifecycle Stage)00:09
2.9 Outputs (by Lifecycle Stage)00:07
2.10 Learning Unit 2 Summary01:17
2.11 Exercise00:42
2.12 Exercise – 100:42
2.13 Exercise – 100:50
2.14 Quiz
Learning Unit 03 – Service Transition Processes04:14:47
3.1 Service Transition Processes00:33
3.2 Basic Concepts01:34
3.3 Basic Concepts01:03
3.4 Basic Concepts01:27
3.5 Transition Planning And Support00:26
3.6 Purpose And Objectives02:29
3.7 Scope01:19
3.8 Value To Business01:18
3.9 Policies02:14
3.10 Basic Concepts01:31
3.11 Process Activities01:11
3.12 Define Transition Strategy02:07
3.13 Prepare Service Transition00:45
3.14 Plan And Coordinate Service Transition00:50
3.15 Transition Process Support02:03
3.16 Roles02:29
3.17 Triggers, Inputs And Outputs01:23
3.18 Interfaces02:03
3.19 Critical Success Factors And Key Performance Indicators02:14
3.20 Challenges And Risks02:03
3.21 Exercise – 200:42
3.22 Exercise – 200:50
3.23 Change Management00:44
3.24 Purpose And Objectives01:08
3.25 Scope01:56
3.26 Value to Business01:48
3.27 Policies02:16
3.28 Key Concepts02:48
3.29 Activities01:19
3.30 Process Flow For Normal Change00:22
3.31 Process Activities01:00
3.32 Create and Record RFC00:33
3.33 Review of the RFC00:59
3.34 Assess and Evaluate the change02:23
3.35 The Seven R’s of Impact Assessment01:42
3.36 Authorize the Change Build and Test01:19
3.37 Change Authorization Model 4 Levels02:24
3.38 Coordinate Change build and test01:57
3.39 Authorize the Change Deployment01:29
3.40 Coordinate Change Deployment01:20
3.41 Review and Close Change Record02:15
3.42 Process Flow For Standard Deployment Request00:47
3.43 Process Flow For Standard Operational Change Request00:37
3.44 Roles04:36
3.45 Triggers02:53
3.46 Inputs and Outputs01:56
3.47 Interfaces05:59
3.48 CSFs and KPIs01:58
3.49 Challenges and Risks01:30
3.50 Challenges and Risks01:12
3.51 Service Asset and Configuration Management00:45
3.52 Purpose And Objectives01:59
3.53 Scope01:31
3.54 Value to Business01:45
3.55 Policies and Principles01:23
3.56 Policies and Principles00:55
3.57 Key Concepts02:29
3.58 Key Concepts: Configuration Management System04:25
3.59 Key Concepts: Configuration Model01:34
3.60 Key Concepts02:00
3.61 Process Activities00:48
3.62 Management and Planning01:31
3.63 Configuration Identification01:15
3.64 Configuration Control01:50
3.65 Status Accounting and Reporting02:04
3.66 Verification and Audit02:00
3.67 Roles02:58
3.68 Inputs and Outputs01:38
3.69 Triggers00:29
3.70 Interfaces01:38
3.71 CSFs and KPIs02:20
3.72 Challenges and Risks02:36
3.73 Exercise – 300:42
3.74 Exercise – 300:50
3.75 Release And Deployment Management00:14
3.76 Purpose And Objectives00:14
3.77 Scope00:40
3.78 Value to Business01:11
3.79 Policies01:49
3.80 Key Concepts03:42
3.81 Key Concepts01:59
3.82 Process Activities05:13
3.83 Process Activities05:05
3.84 Roles05:32
3.85 Inputs and Outputs01:58
3.86 Interfaces01:43
3.87 CSFs and KPIs01:51
3.88 Challenges and Risks02:12
3.89 Service Validation And Testing00:25
3.90 Purpose And Objectives01:35
3.91 Scope01:00
3.92 Value To Business01:16
3.93 Policies And Principles(1 of 4)02:26
3.94 Policies And Principles(2 of 4)02:39
3.95 Policies And Principles(3 of 4)01:27
3.96 Policies And Principles(4 of 4)01:53
3.97 Key Concepts02:39
3.98 Key Concepts01:33
3.99 Key Concepts: Service V – Model04:00
3.100 Key Concepts01:53
3.101 Activities, Methods, Techniques: The Process00:48
3.102 Process Activities01:46
3.103 Validation And Test Management01:37
3.104 Plan And Design Test01:22
3.105 Verify Test Plans And Test Design00:42
3.106 Prepare Test Environment00:44
3.107 Perform Tests01:07
3.108 Perform Tests – Activities Involved00:52
3.109 Evaluate Exit Criteria And Report00:41
3.110 Test Clean Up And Closure00:41
3.111 Roles02:15
3.112 Triggers, Inputs And Outputs03:26
3.113 Interfaces01:27
3.114 CSFs And KPIs02:21
3.115 Challenges And Risks01:36
3.116 Exercise – 400:42
3.117 Exercise – 400:50
3.118 Change Evaluation00:38
3.119 Purpose And Objectives01:10
3.120 Scope And Value To Business01:00
3.121 Policies01:13
3.122 Principles01:06
3.123 Key Concepts01:10
3.124 Process Activities03:14
3.125 Roles01:41
3.126 Triggers, Inputs, Outputs and Interfaces01:04
3.127 CSFs and KPIs01:34
3.128 Challenges and Risks02:03
3.129 Knowledge Management00:44
3.130 Purpose And Objectives01:36
3.131 Scope00:42
3.132 Value to Business01:01
3.133 Policies and Principles (1 of 3)01:11
3.134 Policies and Principles (2 of 3)03:14
3.135 Policies and Principles (3 of 3)01:11
3.136 Key Concepts: SKMS Contents01:14
3.137 Process Activities00:24
3.138 Knowledge Management Strategy01:44
3.139 Knowledge Transfer02:46
3.140 Managing Data, Information and Knowledge03:32
3.141 Using the SKMS01:35
3.142 Using the SKMS01:14
3.143 Roles01:44
3.144 Triggers, Inputs and Outputs01:37
3.145 Interfaces01:16
3.146 CSFs and KPIs02:25
3.147 Challenges and Risks01:59
3.148 Learning Unit 3 Summary01:58
3.149 Exercise – 500:42
3.150 Exercise – 500:50
Learning Unit 04 – Managing people through Service Transition52:35
4.1 Managing People Through Service Transition00:19
4.2 Managing People Through Service Transitions01:56
4.3 Managing Communications And Commitment (1 of 3)01:44
4.4 Communication Strategy01:03
4.5 Managing Communications And Commitment(2 of 3)03:20
4.6 Managing Communications And Commitment(3 of 3)01:24
4.7 Managing Organization And Stakeholder Change(1 of 10)02:58
4.8 Managing Organization And Stakeholder Change(2 of 10)02:17
4.9 Managing Organization And Stakeholder Change(3 of 10)01:12
4.10 Managing Organization And Stakeholder Change(4 of 10)01:47
4.11 Managing Organization And Stakeholder Change(5 of 10)01:31
4.12 Managing Organization And Stakeholder Change(6 of 10)00:58
4.13 Managing Organization And Stakeholder Change(7 of 10)00:45
4.14 Managing Organization And Stakeholder Change(8 of 10)03:37
4.15 Managing Organization And Stakeholder Change(9 of 10)04:58
4.16 Managing Organization And Stakeholder Change(10 of 10)05:17
4.17 Stakeholder Management(1 of 3)01:48
4.18 Stakeholder Management(2 of 3)01:49
4.19 Stakeholder Management(3 of 3)00:35
4.20 Learning Unit 4 Summary13:17
4.21 Quiz
Learning Unit 05 – Organizing for Service Transition24:09
5.1 Organizing for Service Transition00:17
5.2 Organizing Service Transition01:07
5.3 Organizing Service Transition00:57
5.4 Introduction02:01
5.5 Organizational Development(1 of 3)01:42
5.6 Organizational Development(2 of3)00:54
5.7 Organizational Development(3 of 3)00:30
5.8 The Service Transition Organization01:10
5.9 Role of Technical and Application Management(1 of 2)00:54
5.10 Role of Technical and Application Management(2 of 2)01:00
5.11 Organization Context: Interfaces02:29
5.12 Organization Structure – Larger Organization00:55
5.13 Service Transition Roles01:55
5.14 Service Transition Roles01:36
5.15 Service Transition Relationship with other Lifecycle Stages03:59
5.16 Service Transition Relationship with other Lifecycle Stages01:29
5.17 Learning Unit 5 Summary01:14
5.18 Quiz
Learning Unit 06 – Technology Considerations11:59
6.1 Technology Considerations00:10
6.2 Technology Considerations01:54
6.3 Knowledge Management Tools01:56
6.4 Collaboration03:09
6.5 CMS02:13
6.6 Learning Unit 6 Summary01:05
6.7 Exercise – 600:42
6.8 Exercise – 600:50
6.9 Quiz
Learning Unit 07 – Implementing and improving Service Transition31:33
7.1 Implementing and Improving Service Transition00:15
7.2 Implementing and Improving Service Transition01:13
7.3 Key Activities in the Introduction of ST00:36
7.4 Key Activities in the Introduction of ST01:32
7.5 Key Activities in the Introduction of ST06:38
7.6 Key Activities in the Introduction of ST01:17
7.7 Key Activities in the Introduction of ST01:25
7.8 Key Activities in the Introduction of ST01:07
7.9 An Integrated Approach to ST00:37
7.10 Implementing Service Transition in a Virtual or Cloud Environment02:10
7.11 Implementing Service Transition in a Virtual or Cloud Environment00:37
7.12 Implementing Service Transition in a Virtual or Cloud Environment00:35
7.13 Implementing Service Transition in a Virtual or Cloud Environment00:33
7.14 Implementing Service Transition in a Virtual or Cloud Environment04:57
7.15 Implementing Service Transition in a Virtual or Cloud Environment00:50
7.16 Implementing Service Transition in a Virtual or Cloud Environment00:38
7.17 Implementing Service Transition in a Virtual or Cloud Environment00:33
7.18 Implementing Service Transition in a Virtual or Cloud Environment01:09
7.19 Implementing Service Transition in a Virtual or Cloud Environment01:22
7.20 Implementing Service Transition in a Virtual or Cloud Environment01:22
7.21 Implementing Service Transition in a Virtual or Cloud Environment00:55
7.22 Learning Unit 7 Summary01:12
7.23 Quiz
Learning Unit 08 – Challenges, Critical Success Factors and Risks16:14
8.1 Challenges, Critical Success Factors and Risks00:09
8.2 Challenges, CSFs and Risks00:31
8.3 Challenges Pertaining to Service Transition02:01
8.4 Measurement Through Analyzing CSFs02:11
8.5 Risks01:00
8.6 Factors Affecting the Approach to Service Transition01:11
8.7 Factors Affecting the Approach to Service Transition00:27
8.8 Factors Affecting the Approach to Service Transition01:49
8.9 Factors Affecting the Approach to Service Transition01:39
8.10 Factors Affecting the Approach to Service Transition02:35
8.11 Factors Affecting the Approach to Service Transition01:28
8.12 Learning Unit 8 Summary01:13
8.13 Quiz
Learning Unit 09 – Summary, case studies, exam preparation and directed01:34
9.1 Summary and Directed Studies00:21
9.2 Processes: Summary00:29
9.3 Checkpoints00:21
9.4 Case Studies, Directed studies and Glossary00:08
9.5 Thank You00:15

Course 6

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

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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.
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