ITIL® Intermediate SD Certification Training

ITIL® Intermediate SD

• Learning Unit 00 - Introductory lesson

  20:46Preview

  • 0.1 ITIL® 2011 LIFECYCLE MODULE SERVICE DESIGN

    01:13

  • 0.2 Agenda

    01:13

  • 0.3 Objective

    00:25

  • 0.4 ITIL® 2011 Introduction

    00:56

  • 0.5 ITIL® 2011 Intermediate

    00:50

  • 0.6 ITIL® Qualification Criteria

    02:03

  • 0.7 Definition of Service Lifecycle

    00:49

  • 0.8 Definition of Service Capability

    00:45

  • 0.9 Lifecycle and Capability Modules

    00:36

  • 0.10 Managing Across the Lifecycle

    00:46

  • 0.11 Accreditation Institute

    00:43

  • 0.12 SD Course Description

    00:41

  • 0.13 Course Objective

    00:32

  • 0.14 Target Candidate

    00:38

  • 0.15 Target Candidate contd..

    01:31

  • 0.16 Exam Pre-requisites

    01:10

  • 0.17 ITIL® 2011 Service Transition Exam Format

    01:07

  • 0.18 Exam Tips

    00:20

  • 0.19 Course Outline

    03:42

  • 0.20 Quiz

    00:46

• Learning Unit 01 - Introduction to Service Design

  39:34Preview

  • 1.1 Introduction to Service Design

    01:12

  • 1.2 ITIL The Library Constituents

    02:07

  • 1.3 Learning Unit 1: Syllabus

    00:53

  • 1.4 Service Management

    02:12

  • 1.5 The Value Proposition

    02:22

  • 1.6 Utility and Warranty

    02:06

  • 1.7 Utility and Warranty

    00:31

  • 1.8 Function, Roles and Process

    03:35

  • 1.9 Service Design Purpose and Objectives

    01:29

  • 1.10 Service Design Purpose and Objectives

    01:14

  • 1.11 Value of Service Design to the Business

    04:25

  • 1.12 Four P's of Service Design

    01:57

  • 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 Assessment

    01:01

  • 1.19 SDP Lifecycle Plan

    01:43

  • 1.20 SDP Lifecycle Plan

    02:13

  • 1.21 SDP Lifecycle Plan

    00:58

  • 1.22 SDP Lifecycle Plan

    00:44

  • 1.23 Service Acceptance Criteria(example)

    00:40

  • 1.24 Summary

    00:41

  • 1.25 Quiz

• Learning Unit 02 - Service Design Principles

  01:19:49Preview

  • 2.1 Service Design Principles

    00:52

  • 2.2 Learning Unit 2: Syllabus

    01:04

  • 2.3 Introduction to Service Design Principles

    02:13

  • 2.4 Service Composition

    03:11

  • 2.5 Service Design Goals

    01:58

  • 2.6 Balanced Design

    01:29

  • 2.7 Identifying Service Requirements

    01:05

  • 2.8 Identifying Service Requirements

    00:35

  • 2.9 Identifying Technology Domain Requirements

    01:53

  • 2.10 Identifying and Documenting Business Requirements and Drivers

    00:51

  • 2.11 Identifying and Documenting Business Requirements and Drivers(contd..)

    01:53

  • 2.12 Design Activities

    02:00

  • 2.13 Service Design Inputs

    01:24

  • 2.14 Service Design Inputs

    00:34

  • 2.15 Service Design Inputs

    00:32

  • 2.16 Service Design Outputs

    00:46

  • 2.17 Service Design Outputs

    00:46

  • 2.18 Five Major Service Design Aspects

    01:36

  • 2.19 Designing Service Solutions:

    02:07

  • 2.20 Designing Service Solutions:

    00:47

  • 2.21 Aligning New Service to Business Requirement

    01:41

  • 2.22 Designing Management Information Systems and Tools

    01:58

  • 2.23 Designing Technology Architecture and Management Architecture

    02:02

  • 2.24 Designing Technology Architecture and Management Architecture

    01:30

  • 2.25 Enterprise Architecture

    00:49

  • 2.26 Enterprise Architecture

    01:59

  • 2.27 Enterprise Architecture Frameworks

    00:58

  • 2.28 Designing Processes

    03:06

  • 2.29 SDA5: Designing measurement methods and metrics

    01:56

  • 2.30 Four types of Service Design Metrics

    01:19

  • 2.31 Metrics Tree

    02:39

  • 2.32 Subsequent Design Activities

    02:37

  • 2.33 Design constraints driven by strategy

    02:42

  • 2.34 External Influence on Solutions Design

    04:14

  • 2.35 Service Oriented Architecture

    01:20

  • 2.36 Service Oriented Architecture

    01:11

  • 2.37 Business Service Management

    01:59

  • 2.38 Service Design Models

    02:07

  • 2.39 Sourcing Options

    00:44

  • 2.40 Insourcing Option

    01:37

  • 2.41 Outsourcing Option

    01:57

  • 2.42 Co-sourcing or Multi-sourcing Option

    01:23

  • 2.43 Partnership Option

    01:48

  • 2.44 Business Process Outsourcing Option

    01:47

  • 2.45 Application Service Provision Option

    02:15

  • 2.46 Knowledge Process Outsourcing Option

    01:59

  • 2.47 Cloud Services

    02:03

  • 2.48 Summary

    00:33

  • 2.49 Quiz

• Learning Unit 03 - Service Design Processes

  05:35:03Preview

  • 3.1 Service Design Processes

    01:09

  • 3.2 Learning Unit 3: Syllabus

    00:37

  • 3.3 Service - Design High level View:

    02:09

  • 3.4 Five aspects of Service Design

    01:30

  • 3.5 Design Coordination

    03:20

  • 3.6 Value to Business

    01:27

  • 3.7 Policies

    01:17

  • 3.8 Principles

    01:49

  • 3.9 Process activities

    01:15

  • 3.10 Design Coordination Activities

    07:49

  • 3.11 Role : Design Coordination Process Manager

    01:13

  • 3.12 Role : Design Coordination Process Manager

    00:44

  • 3.13 Triggers, inputs and outputs

    01:52

  • 3.14 Triggers, inputs and outputs

    00:31

  • 3.15 Interfaces

    04:49

  • 3.16 CSFs and KPIs

    01:50

  • 3.17 Challenges

    01:29

  • 3.18 Risks

    01:33

  • 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 Retired

    01:42

  • 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 Technical

    01:08

  • 3.30 SCM : Business and Technical

    00:44

  • 3.31 SCM : Business and Technical

    01:00

  • 3.32 Service Catalogue with three views:

    01:27

  • 3.33 SCM : Process activities

    02:55

  • 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 structure

    02:35

  • 3.48 SLM: Service Level Requirements(SLR)

    01:52

  • 3.49 SLM: SLA Monitoring Charts (SLAM)

    01:41

  • 3.50 SLM: Service Review

    01:05

  • 3.51 SLM: Service Improvement Plan (SIP)

    02:13

  • 3.52 Process activities

    02:23

  • 3.53 Service level management process:

    01:08

  • 3.54 SLM: Service Level Management Process Manager

    01:38

  • 3.55 SLM: Service Level Management Process Manager

    01:18

  • 3.56 Triggers, Inputs and outputs

    00:59

  • 3.57 Triggers, Inputs and outputs

    01:10

  • 3.58 Triggers, Inputs and outputs

    01:39

  • 3.59 Interfaces

    02:48

  • 3.60 SLM: Metrics

    01:06

  • 3.61 CSF and KPI

    01:27

  • 3.62 Challenges

    02:12

  • 3.63 Risks

    01:22

  • 3.64 Capacity Management

    02:27

  • 3.65 Capacity Management

    02:13

  • 3.66 Value to Business

    02:07

  • 3.67 Balancing Act

    02:25

  • 3.68 Capacity Management Sub-processes

    01:49

  • 3.69 Capacity Management Sub-processes

    01:17

  • 3.70 Capacity Management Sub processes:

    01:53

  • 3.71 Process activities, methods and techniques

    05:12

  • 3.72 Process activities, methods and techniques

    04:08

  • 3.73 Capacity Management overview

    01:14

  • 3.74 The Capacity Plan

    01:36

  • 3.75 Role - Capacity Management Process Manager

    01:31

  • 3.76 Role - Capacity Manager

    01:17

  • 3.77 Triggers, Inputs and Outputs

    00:45

  • 3.78 Triggers, Inputs and Outputs

    02:41

  • 3.79 Triggers, Inputs and Outputs

    02:00

  • 3.80 Interfaces

    01:30

  • 3.81 CSFs and KPIs

    01:11

  • 3.82 Key Performance Indicator

    01:03

  • 3.83 Challenges and Risks

    01:24

  • 3.84 Challenges and Risks

    01:05

  • 3.85 Availability Management

    02:05

  • 3.86 Availability Management

    02:19

  • 3.87 Value to Business

    01:36

  • 3.88 What is Availability ?

    01:56

  • 3.89 Aspects of Availability

    00:32

  • 3.90 Reliability

    01:15

  • 3.91 Maintainability

    01:20

  • 3.92 Serviceability

    01:28

  • 3.93 Vital Business Functions

    00:57

  • 3.94 Vital Business Functions

    01:45

  • 3.95 MTBF, MTBSI, MTRS, MTTR

    01:35

  • 3.96 MTBF, MTBSI, MTRS, MTTR

    00:44

  • 3.97 MTBF, MTBSI, MTRS, MTTR

    00:54

  • 3.98 Availability Terms and Measurements:

    02:23

  • 3.99 AIMS and Availability Plan

    02:19

  • 3.100 Process activities, methods and techniques

    02:28

  • 3.101 Process activities, methods and techniques

    05:00

  • 3.102 Availability management process

    00:41

  • 3.103 Availability Management Process Manager

    01:58

  • 3.104 Availability Management Process Manager

    01:25

  • 3.105 Triggers, Inputs and Outputs

    01:11

  • 3.106 Triggers, Inputs and Outputs

    02:23

  • 3.107 Triggers, Inputs and Outputs

    01:23

  • 3.108 Interfaces

    03:03

  • 3.109 CSFs and KPIs

    01:41

  • 3.110 Challenges

    02:06

  • 3.111 Risks

    00:49

  • 3.112 IT Service Continuity Management

    03:27

  • 3.113 IT Service Continuity Management

    01:28

  • 3.114 Value to Business

    01:24

  • 3.115 Business Continuity Management

    01:22

  • 3.116 IT Service Continuity Plan

    01:20

  • 3.117 Business Impact Analysis

    02:10

  • 3.118 Business Impact Analysis

    01:10

  • 3.119 Business Impact Analysis

    01:41

  • 3.120 Business Impact

    01:51

  • 3.121 Risk

    02:11

  • 3.122 Management of Risk(M o R)

    01:08

  • 3.123 Management of Risk

    01:43

  • 3.124 Recovery Option

    03:41

  • 3.125 Technical Plans

    02:22

  • 3.126 Risk Reduction Measures

    01:48

  • 3.127 Invocation Decision

    02:17

  • 3.128 Key Activities

    02:05

  • 3.129 Key Activities

    02:00

  • 3.130 Key Activities

    02:09

  • 3.131 Key Activities

    03:10

  • 3.132 Key Activities

    02:19

  • 3.133 Role - IT Service Continuity Management Process Manager

    02:41

  • 3.134 Triggers, inputs and outputs

    01:22

  • 3.135 Triggers, inputs and outputs

    01:30

  • 3.136 Triggers, inputs and outputs

    01:07

  • 3.137 Interfaces

    02:24

  • 3.138 CSFs and KPIs

    01:14

  • 3.139 CSFs and KPIs

    00:47

  • 3.140 Challenges

    01:37

  • 3.141 Risks

    01:15

  • 3.142 Information Security Management

    02:07

  • 3.143 Information Security Management

    02:03

  • 3.144 Value to Business

    01:17

  • 3.145 Security Framework

    00:48

  • 3.146 Security Framework

    00:51

  • 3.147 Information Security Policy

    00:57

  • 3.148 Information Security Policy

    00:52

  • 3.149 Information Security Management System

    01:09

  • 3.150 Elements of ISMS

    01:41

  • 3.151 Elements of ISMS

    01:26

  • 3.152 Framework for Managing Security

    00:48

  • 3.153 Security Governance

    01:55

  • 3.154 Security Governance

    01:31

  • 3.155 Security Controls

    01:47

  • 3.156 Security Controls

    01:00

  • 3.157 Security Controls

    00:29

  • 3.158 Process Activities

    02:38

  • 3.159 Role - Information Security Management Process Manager

    01:03

  • 3.160 Role - Information Security Management Process Manager

    00:50

  • 3.161 Triggers

    01:29

  • 3.162 Inputs

    02:02

  • 3.163 Outputs

    01:23

  • 3.164 Interfaces

    03:58

  • 3.165 CSFs and KPIs

    01:24

  • 3.166 CSFs and KPIs

    00:58

  • 3.167 Challenges

    01:33

  • 3.168 Risks

    01:46

  • 3.169 Supplier Management

    01:03

  • 3.170 Supplier Management

    01:05

  • 3.171 Supplier Management

    01:20

  • 3.172 Value to Business

    00:57

  • 3.173 Policies

    01:17

  • 3.174 Supplier

    01:10

  • 3.175 Underpinning contracts and agreements

    02:37

  • 3.176 Underpinning contracts and agreements

    01:27

  • 3.177 Supplier and Contract Management Information System(SCMIS)

    01:30

  • 3.178 Supplier categories

    01:39

  • 3.179 Supplier categories

    00:35

  • 3.180 Process activities, methods and techniques

    05:00

  • 3.181 Supplier Management Process

    00:34

  • 3.182 Role - Supplier Management Process Manager

    01:23

  • 3.183 Role - Supplier Management Process Manager

    01:12

  • 3.184 Triggers, Inputs and Outputs

    01:09

  • 3.185 Triggers, Inputs and Outputs

    02:27

  • 3.186 Triggers, Inputs and Outputs

    01:16

  • 3.187 Interfaces

    03:03

  • 3.188 CSFs and KPIs

    01:15

  • 3.189 CSFs and KPIs

    00:58

  • 3.190 Challenges

    01:56

  • 3.191 Risks

    01:50

  • 3.192 Summary

    00:37

  • 3.193 Quiz

• Learning Unit 04 - Service Design Technology related activities

  38:19Preview

  • 4.1 Service Design Technology related activities

    00:57

  • 4.2 Learning Unit 4: Syllabus

    00:43

  • 4.3 Requirements Engineering Types

    03:00

  • 4.4 Requirements Engineering

    01:16

  • 4.5 Requirements Engineering Investigation techniques

    04:12

  • 4.6 Requirements Engineering Problems

    01:03

  • 4.7 Requirements Engineering Problems

    01:14

  • 4.8 Requirements Engineering Documenting requirements

    01:23

  • 4.9 Requirements Engineering Documenting requirements

    01:27

  • 4.10 Requirements and Outsourcing

    01:29

  • 4.11 Data and Information Management

    07:24

  • 4.12 Application Management

    01:07

  • 4.13 SDLC Approach

    00:37

  • 4.14 Global view of the service

    01:24

  • 4.15 Application Management Consideration

    01:38

  • 4.16 Application Portfolio attributes

    00:27

  • 4.17 Application Management Considerations

    01:39

  • 4.18 Application Management Considerations

    05:21

  • 4.19 Major outputs from development

    01:18

  • 4.20 Summary

    00:40

  • 4.21 Quiz

• Learning Unit 05 - Organizing for Service Design

  24:17Preview

  • 5.1 Organizing for Service Design

    01:04

  • 5.2 Learning Unit 1: Syllabus

    00:43

  • 5.3 RACI

    01:17

  • 5.4 RACI

    00:57

  • 5.5 RACI Matrix

    00:58

  • 5.6 Fuctional Role Analysis based on the RACI

    01:29

  • 5.7 Functions

    01:26

  • 5.8 Functions Continued...

    01:12

  • 5.9 Alignment with application development

    01:44

  • 5.10 Alignment with project management

    01:14

  • 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 Roles

    00:58

  • 5.14 Generic Service Owner

    02:26

  • 5.15 Generic Process Owner

    01:28

  • 5.16 IT Planner

    01:54

  • 5.17 IT Designer Architect

    02:59

  • 5.18 Summary

    00:35

  • 5.19 Quiz

• Learning Unit 06 - Technology Considerations

  12:41Preview

  • 6.1 Technology Considerations

    00:54

  • 6.2 Syllabus

    00:32

  • 6.3 Technology Considerations

    02:12

  • 6.4 Service Design Tools

    01:00

  • 6.5 Benefits of Service Design Tools

    01:19

  • 6.6 Service Management Tool - Requirements

    01:15

  • 6.7 Statement of Requirement

    01:28

  • 6.8 Evaluation Process for Tool

    02:13

  • 6.9 Selection Criteria Checklist

    01:33

  • 6.10 Summary

    00:15

  • 6.11 Quiz

• Learning Unit 07 - Implementation and Improvement of Service Design

  24:45Preview

  • 7.1 Implementation and Improvement of Service Design

    00:45

  • 7.2 Syllabus

    00:40

  • 7.3 Business Impact Analysis

    01:51

  • 7.4 Service Level Requirement

    01:27

  • 7.5 Risk To Service And Processes

    01:04

  • 7.6 Implementing Service Design

    01:51

  • 7.7 Implementing Service Design Through Csi Approach

    01:45

  • 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 Design

    01:31

  • 7.16 Balance Scorecard

    00:28

  • 7.17 Measurement Of Service Design

    01:37

  • 7.18 Measurement Of Service Design

    00:44

  • 7.19 Measurement Of Service Design

    01:48

  • 7.20 Prerequisite For The Success

    01:33

  • 7.21 Summary

    00:22

  • 7.22 Quiz

• Learning Unit 08 - Challenges, Critical Success factors and Risks

  10:01Preview

  • 8.1 Challenges, CSFs and Risks

    00:54

  • 8.2 Syllabus

    00:30

  • 8.3 Service Design Challenges

    01:42

  • 8.4 Service Design Challenges

    02:14

  • 8.5 Service Design Risks

    02:36

  • 8.6 CSF And KPI

    01:54

  • 8.7 Summary

    00:11

  • 8.8 Quiz

• Learning Unit 09 - Summary and Directed studies

  03:43Preview

  • 9.1 Learning Unit 09 Summary Exam Preparation and Direction

    00:30

  • 9.2 Summary Exam Preparation And Direction

    00:43

  • 9.3 Checkpoints

    01:18

  • 9.4 Sample Exam

    00:57

  • 9.5 Thank You

    00:15