ITIL® Intermediate SS Certification Training

ITIL® Intermediate SS

• Learning Unit 00 - Introductory Lesson

  50:35Preview

  • 0.1 ITIL® 2011 LIFECYCLE Module

    01:20

  • 0.2 Agenda

    01:10

  • 0.3 Objective

    00:24

  • 0.4 ITIL® 2011 Introduction

    01:01

  • 0.5 ITIL® 2011 Intermediate

    00:51

  • 0.6 ITIL - Qualification Criteria

    02:02

  • 0.7 Definition of Service Lifecycle

    00:51

  • 0.8 Definition of Service Capability

    00:48

  • 0.9 Difference between Lifecycle and Capability Modules

    00:37

  • 0.10 Managing Across the Lifecycle

    00:50

  • 0.11 Accreditation Institute

    00:05

  • 0.12 SS Course Description

    00:48

  • 0.13 Course Objective

    01:04

  • 0.14 Target Candidate

    00:42

  • 0.15 Target Candidate - Cont

    01:42

  • 0.16 Exam Pre-requisites

    01:16

  • 0.17 ITIL® 2011 SS Exam Format

    01:11

  • 0.18 EXAM TIPS

    00:22

  • 0.19 Course Outline

    02:58

  • 0.20 Quiz

    00:56

  • 0.21 Foundation Basics

    00:19

  • 0.22 What is ITIL ?

    01:23

  • 0.23 Benefits of ITIL

    00:51

  • 0.24 The ITIL 2011 Lifecycle

    02:09

  • 0.25 Service and Service Management ?

    01:30

  • 0.26 Service Strategy - Purpose

    02:12

  • 0.27 Service Strategy - Key Processes

    00:45

  • 0.28 Service Strategy - Basics

    01:33

  • 0.29 Service Strategy - Basics

    00:54

  • 0.30 Service Strategy - Basics

    01:04

  • 0.31 Service Strategy - Basics

    00:43

  • 0.32 Service Design - Purpose and Objectives

    02:26

  • 0.33 Service Design - Basics

    00:54

  • 0.34 Service Design - Key Processes

    00:37

  • 0.35 Service Design - Basics

    01:04

  • 0.36 Service Transition Purpose

    01:20

  • 0.37 Service Transition - Key Principles

    00:55

  • 0.38 Service Transition - Key Processes

    01:09

  • 0.39 Service Transition - Key Roles and Responsibilities

    01:05

  • 0.40 Service Operations - Purpose

    00:50

  • 0.41 Service Operations - Key Functions and Processes

    01:00

  • 0.42 Service Operations - Value to Business

    00:48

  • 0.43 Continual Service Improvements - Purpose

    01:00

  • 0.44 Continual Service Improvements - Basics

    01:55

  • 0.45 Key Links, Inputs and Outputs of the Service Lifecycle Stages

    01:11

  • 0.46 Quiz

• Learning Unit 01 - Introduction to Service Strategy

  06:24Preview

  • 1.1 Learning Unit 01 - Introduction to Service Strategy

    00:29

  • 1.2 Overview

    01:46

  • 1.3 Overview

    02:47

  • 1.4 Why Service Strategy at the Core ?

    01:22

  • 1.5 Quiz

• Learning Unit 02 - Service Management as a Practice

  41:01Preview

  • 2.1 Learning Unit 02 - Service Management as a Practice

    00:32

  • 2.2 Learning Unit Objectives

    00:38

  • 2.3 Services

    02:34

  • 2.4 Service Management, IT Service Management and Service Providers

    01:31

  • 2.5 Service Providers Types and Stakeholder in Service Management

    05:39

  • 2.6 Concept of Utility and Warranty (Value Creation)

    01:53

  • 2.7 Key Concepts - 1

    02:52

  • 2.8 Key Concepts - 2

    02:22

  • 2.9 Key Concepts - 3

    02:13

  • 2.10 Process Characteristics

    01:24

  • 2.11 Process Model

    02:36

  • 2.12 What is a Service Portfolio ?

    03:27

  • 2.13 The Service Portfolio and its contents

    00:32

  • 2.14 Basic Concepts Knowledge Management and SKMS

    01:57

  • 2.15 Governance and Management Systems

    01:42

  • 2.16 The Deming Cycle - PDCA

    01:29

  • 2.17 Specialization and Coordination across the lifecycle

    01:53

  • 2.18 Integration Across Service lifecycle

    01:50

  • 2.19 Integration Across Lifecycle - FAQ's

    01:26

  • 2.20 Process Integration - Characteristics

    01:46

  • 2.21 Summary

    00:45

  • 2.22 Quiz

• Learning Unit 03 - Service Strategy Principles

  02:02:49Preview

  • 3.1 Learning Unit 03 - Service Strategy Principles

    00:29

  • 3.2 Learning Unit Objectives

    00:39

  • 3.3 Fundamental Aspects of Strategy

    04:50

  • 3.4 The Four P's of Strategy

    02:54

  • 3.5 Four P's of Strategy - Cont

    02:46

  • 3.6 Four P's of Strategy - Cont

    02:31

  • 3.7 Strategic Plans results in patterns

    00:54

  • 3.8 Customer and Services

    03:29

  • 3.9 Types of IT Services (Internal and External Services)

    01:37

  • 3.10 Core, Enabling, or Enhancing Services

    01:28

  • 3.11 Value - Characteristics

    03:11

  • 3.12 Customer's Perception of Value

    03:05

  • 3.13 Value Added and Value realized

    03:07

  • 3.14 "Value Added" to "Value realized"

    00:28

  • 3.15 Effects of Utility and Warranty on Service

    04:42

  • 3.16 Combined effects of Utility and Warranty

    02:52

  • 3.17 Value of a Service in terms of return on asset for customer

    01:18

  • 3.18 Utility and Warranty - Communicating Utility

    02:16

  • 3.19 Utility and Warranty - Communicating Warranty and Combined effects

    04:32

  • 3.20 Customer Assets, Service Assets and Strategic Assets

    03:16

  • 3.21 Service Management Optimizes the performance of service asset

    01:25

  • 3.22 How Service Management Enables Business Outcomes

    00:26

  • 3.23 How Service Provider Enables a Business Unit's Outcomes

    02:15

  • 3.24 Customer Assets, Service Assets and Strategic Assets - Cont

    01:15

  • 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 provider

    02:15

  • 3.27 Service Provider - Type iii Providers

    02:12

  • 3.28 How to define Service - Steps

    07:32

  • 3.29 How to define Service - Steps - Cont

    02:52

  • 3.30 Strategies for Customer Satisfaction - Kano Model

    01:16

  • 3.31 The Kano Model and Service Attributes

    05:31

  • 3.32 Service Economic dynamics (External Service Providers)

    01:01

  • 3.33 Service Economic dynamics (Internal Service Providers)

    01:36

  • 3.34 Return on Investment

    02:57

  • 3.35 ROI - Different Considerations

    02:01

  • 3.36 Return on Investment - Business Case

    01:24

  • 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 decisions

    01:58

  • 3.39 Service Economics Return on Investment - Pre - Programmed ROI - NPV decisions

    01:32

  • 3.40 Post - Programmed ROI (Techniques for retro actively analyzing an investment in Service mgnt)

    04:05

  • 3.41 Post Programmed ROI Forecast Analysis

    01:25

  • 3.42 Service Economics : Business Impact Analysis (BIA)

    02:12

  • 3.43 Sourcing Strategy : Sourcing Structures

    01:43

  • 3.44 Sourcing Strategy : Multi - Vendor Sourcing

    02:00

  • 3.45 Sourcing Strategy : Service - Provider Interfaces (SPI)

    02:23

  • 3.46 Sourcing Strategy : Sourcing Governance

    02:22

  • 3.47 Service Structures in the Value Network

    01:47

  • 3.48 Service Structures in the Value Network - Using Value Network

    01:54

  • 3.49 Inputs from other Lifecycle's

    02:00

  • 3.50 Outputs to other Lifecycle's

    01:22

  • 3.51 Recommended Approaches

    00:25

  • 3.52 Critical Success Factors

    01:03

  • 3.53 Summary

    00:52

  • 3.54 Exercises

    00:10

  • 3.55 Exercise 1 : Identify fields from "1-6" and Elaborate the Importance of SKMS

    00:21

  • 3.56 Exercise 2 : Identify Value Characteristics

    00:42

  • 3.57 Quiz

• Learning Unit 04 - Service Strategy Processes

  04:40:29Preview

  • 4.1 Learning Unit 04 - Service Strategy Processes

    01:03

  • 4.2 Learning Unit 4.1 - Strategy Management For IT Services

    00:08

  • 4.3 Learning Unit Objectives

    00:56

  • 4.4 Purpose and Objectives

    01:43

  • 4.5 Scope and Value

    03:57

  • 4.6 The Scope of Strategy Management Process

    00:21

  • 4.7 Strategic Analysis of Customer Portfolio

    01:50

  • 4.8 Process Flow for Strategy Management

    01:40

  • 4.9 Process Flow for Strategy Management

    00:30

  • 4.10 Strategic Assessment

    01:40

  • 4.11 Steps for Strategic Assessment

    04:00

  • 4.12 Strategy Generation - Evaluation and Selection

    07:23

  • 4.13 Strategy Execution

    02:21

  • 4.14 Activities - Strategy Execution

    06:06

  • 4.15 Measurement and Evaluation

    00:30

  • 4.16 Strategy Management for Internal IT Service Providers

    02:10

  • 4.17 Strategy Management for Internal IT Service Providers - Cont

    02:09

  • 4.18 Information Management - Overview of the main sources

    01:48

  • 4.19 Inputs and Outputs

    01:44

  • 4.20 Triggers and Interfaces

    03:11

  • 4.21 Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)

    03:52

  • 4.22 Challenges

    01:13

  • 4.23 Risks

    02:18

  • 4.24 Summary

    00:43

  • 4.25 Learning Unit 4.2 - Service Portfolio Management

    00:08

  • 4.26 Learning Unit Objectives

    01:04

  • 4.27 Service Portfolio Management

    02:01

  • 4.28 Service Portfolio Management

    01:57

  • 4.29 Key Concepts

    01:51

  • 4.30 Key Concepts - Cont

    02:12

  • 4.31 Key Concepts - Cont

    01:20

  • 4.32 Service Portfolio and Service Catalogue

    00:58

  • 4.33 Service Portfolio and Service Catalogue

    02:56

  • 4.34 Key Concepts - Cont

    01:39

  • 4.35 Key Concepts - Cont

    03:22

  • 4.36 Process Activities - 4 Main Phases

    03:23

  • 4.37 Process Activities - 4 Main Phases

    01:23

  • 4.38 Process Activities - Process Initiation

    02:58

  • 4.39 Process Activities - Define

    03:22

  • 4.40 Process Activities - Analyse

    01:41

  • 4.41 Prioritizing Service Investments

    02:20

  • 4.42 Value - To - Cost

    01:37

  • 4.43 Process Activities - Approve

    04:22

  • 4.44 Process Activities - Service Charter

    01:23

  • 4.45 Process Activities - Service Charter

    02:25

  • 4.46 Process Activities, Methods and Techniques

    02:38

  • 4.47 Triggers

    02:00

  • 4.48 Inputs, Outputs and Interfaces

    04:20

  • 4.49 Information Management

    01:13

  • 4.50 Critical Success Factors and KPI's

    03:08

  • 4.51 Challenges

    01:26

  • 4.52 Risks

    01:03

  • 4.53 Summary

    00:36

  • 4.54 Learning Unit 4.3 - Financial Management for IT Services

    00:16

  • 4.55 Learning Unit Objectives

    00:57

  • 4.56 Financial Management for IT Services

    01:23

  • 4.57 Financial Management for IT Services

    02:15

  • 4.58 Financial Management for IT Services - Value to Business

    01:55

  • 4.59 Enterprise Financial Management Policies

    04:21

  • 4.60 Compliance

    01:37

  • 4.61 Major Inputs, Outputs and Activities of Financial Management for IT Services

    01:11

  • 4.62 Major Inputs

    02:47

  • 4.63 Major Outputs

    03:33

  • 4.64 Process Activities, Methods and Techniques - Accounting

    01:49

  • 4.65 Accounting : Cost Models

    02:22

  • 4.66 Cost Models - Cost by IT Organization Model

    02:06

  • 4.67 Cost By Service

    00:44

  • 4.68 Cost Models - Cost by Service

    02:09

  • 4.69 Cost By Customer, Cost By location

    01:13

  • 4.70 Cost by Customer and Cost by location

    02:32

  • 4.71 Hybrid Cost Models

    01:23

  • 4.72 Cost Model - Hybrid Cost Model

    01:03

  • 4.73 Accounting : Cost Centre's and Cost Units

    02:42

  • 4.74 Accounting : Cost Types and Cost Elements

    02:48

  • 4.75 Accounting : Cost Classification

    02:59

  • 4.76 Accounting - Activities - Chart Of Accounts, Analysis, Reporting and Action Plans

    03:19

  • 4.77 Process Activities, Methods and Techniques - Budgeting

    02:34

  • 4.78 Budgeting - Activities

    03:08

  • 4.79 Process Activities, Methods and Techniques - Charging

    02:11

  • 4.80 Charging - Activities

    07:27

  • 4.81 Inputs, Outputs, Triggers

    03:21

  • 4.82 Interfaces

    03:17

  • 4.83 Information Management

    01:09

  • 4.84 Critical Success Factors and Key Performance Indicators

    02:49

  • 4.85 Challenges

    01:40

  • 4.86 Risks

    01:13

  • 4.87 Summary

    00:28

  • 4.88 Learning Unit 4.4 - Demand Management

    00:15

  • 4.89 Learning Unit Objectives

    00:43

  • 4.90 Purpose and Objectives

    02:39

  • 4.91 Scope

    00:25

  • 4.92 Value to Business

    01:08

  • 4.93 Demand Management Activities

    01:43

  • 4.94 Difference between Demand Management and Capacity Management

    01:45

  • 4.95 Supply and Demand - Correlation

    01:47

  • 4.96 Demand Management through the Lifecycle

    02:09

  • 4.97 Sources of Demand Forecasting

    00:58

  • 4.98 Patterns of Business Activity

    02:25

  • 4.99 User Profiles, Activity Based Demand Management

    01:54

  • 4.100 Activity Based Demand Management - Examples

    01:10

  • 4.101 Process Activities, Methods and Techniques

    02:15

  • 4.102 Inputs and Outputs

    01:38

  • 4.103 Interfaces

    02:52

  • 4.104 Interfaces - Cont

    02:04

  • 4.105 Triggers

    00:59

  • 4.106 CSF and KPI's

    02:53

  • 4.107 Challenges and Risks

    01:13

  • 4.108 Summary

    00:40

  • 4.109 Learning Unit 4.5 - Business Relationship Management

    00:17

  • 4.110 Learning Unit Objectives

    00:55

  • 4.111 Purpose - Two Fold

    02:07

  • 4.112 Objectives

    01:37

  • 4.113 Scope

    02:23

  • 4.114 Value to Business

    02:25

  • 4.115 Relationship with other Service Management Processes

    01:48

  • 4.116 Business Relationship Management Vs Business Relationship Manager

    02:08

  • 4.117 Customer Portfolio

    03:14

  • 4.118 Conflicts - Customers and Users ???

    02:10

  • 4.119 Service Requirements

    03:19

  • 4.120 Business relationship management activities

    01:08

  • 4.121 Nature of the Business Relationship Management Process

    03:02

  • 4.122 BRM Process through the life cycle

    03:12

  • 4.123 Interfaces - Life cycle

    09:32

  • 4.124 Triggers

    00:43

  • 4.125 Inputs

    00:48

  • 4.126 Outputs

    00:26

  • 4.127 Interfaces - Other Processes

    04:56

  • 4.128 Information Management

    01:29

  • 4.129 CSF and KPI's

    02:41

  • 4.130 Challenges

    01:29

  • 4.131 Risks

    01:31

  • 4.132 Summary

    00:36

  • 4.133 Exercises

    00:06

  • 4.134 Exercise 1 : Demand Management Activities

    00:57

  • 4.135 Exercise 2 : Challenges - Strategy Mangement for IT Services

    01:12

  • 4.136 Quiz

• Learning Unit 05 - Service Strategy, Governance, Architecture and ITSM Implementation Strategies

  53:53Preview

  • 5.1 Learning Unit 05 - Service Strategy, Governance, Architecture and ITSM Implementation Strategies

    01:04

  • 5.2 Learning Unit Objectives

    00:51

  • 5.3 Service Strategy - Governance

    03:11

  • 5.4 Difference between Governance and Management

    01:13

  • 5.5 Governance Framework and IT Governance

    01:34

  • 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 plans

    01:43

  • 5.9 Direct - Activities

    00:56

  • 5.10 Monitor - Areas

    00:56

  • 5.11 Establishing and Maintaining a Service Management System

    02:27

  • 5.12 IT Service Strategy and the Business

    01:18

  • 5.13 Using Strategy to achieve balance

    01:47

  • 5.14 IT Service Strategy and the Business - Integrated Patterns

    01:52

  • 5.15 IT Service Strategy and Application Development

    02:03

  • 5.16 Creating a strategy for Implementing SM Processes - Types of Service Mangement Implementations

    04:19

  • 5.17 Strategies for Organization's

    02:49

  • 5.18 Implementation Strategy - Defining a Vision and Mission for the SM Implementation

    02:05

  • 5.19 Defining the Vision and Mission - Steps

    04:28

  • 5.20 Service Management Assessment

    02:50

  • 5.21 Service Management Assessment - Variables

    03:52

  • 5.22 Objective for Implementing Service Management

    03:38

  • 5.23 Preparing a business case

    02:31

  • 5.24 The Project Charter - Contents

    01:44

  • 5.25 Go or No Go - Decision - Factors

    01:03

  • 5.26 Summary

    00:42

  • 5.27 Quiz

• Learning Unit 06 - Organizing for Service Strategy

  41:12Preview

  • 6.1 Learning Unit 06 - Organizing for Service Strategy

    00:45

  • 6.2 Learning Unit Objectives

    00:40

  • 6.3 Organizational Development

    01:30

  • 6.4 5 Stages of Organizational Development

    03:32

  • 6.5 5 Stages of Organizational Development - Cont

    01:16

  • 6.6 Deciding on a Structure

    03:22

  • 6.7 Organizational Departmentalization

    01:26

  • 6.8 Organizing for Service Strategy - Organizational Design

    00:39

  • 6.9 Organizational Design Steps

    00:57

  • 6.10 Organizing for Service Strategy - Organizational Culture

    02:31

  • 6.11 Organizing for Service - Strategy Functions

    01:14

  • 6.12 Roles - Generic Service Owner Roles

    02:49

  • 6.13 Roles - Generic Process Owner Role

    01:35

  • 6.14 Roles - Generic Process Manager Role

    01:29

  • 6.15 Roles - Generic Process Practitioner Role

    01:16

  • 6.16 Roles - Strategy Management for IT Service Roles

    01:37

  • 6.17 Roles - Strategy Management for IT Service Roles

    01:50

  • 6.18 Roles - Service Portfolio Management Roles

    01:31

  • 6.19 Roles - Business Relationship Management Roles

    02:00

  • 6.20 Roles - Business Relationship Management Roles

    00:28

  • 6.21 Roles - Financial Management for IT services roles

    02:22

  • 6.22 Roles - Demand Management Roles

    01:25

  • 6.23 Competence and Training

    01:37

  • 6.24 Attributes Required

    01:10

  • 6.25 Responsibility Model - RACI

    01:30

  • 6.26 Summary

    00:41

  • 6.27 Quiz

• Learning Unit 07 - Technology Considerations

  18:30Preview

  • 7.1 Learning Unit 07 - Technology Considerations

    00:29

  • 7.2 Learning Unit Objectives

    00:30

  • 7.3 Service Automation

    02:15

  • 7.4 Service Automation - Cont

    03:06

  • 7.5 Instrumentation Techniques

    00:48

  • 7.6 Characteristics Of Good Service Interfaces

    02:00

  • 7.7 Types Of Technology Encounters - Froehle and Roth, 2004

    02:45

  • 7.8 Service Interfaces

    03:06

  • 7.9 Tools For Service Strategy

    02:58

  • 7.10 Summary

    00:33

  • 7.11 Quiz

• Learning Unit 08 - Implementing Service Strategy

  21:23

  • 8.1 Learning Unit 08 - Implementing Service Strategy

    00:27

  • 8.2 Learning Unit Objectives

    00:31

  • 8.3 Implementing Service Strategy - Implementation through the lifecycle

    01:59

  • 8.4 Service Strategy Implementation activities following a lifecycle approach

    04:25

  • 8.5 Designing Service Strategy

    01:21

  • 8.6 Transitioning Service Strategy

    01:42

  • 8.7 Operating and Continual Improvement of Service Strategy - Activities

    01:55

  • 8.8 Impact of Service Strategy on other Stages

    03:43

  • 8.9 Key importance with Other Lifecycle Phases

    04:50

  • 8.10 Summary

    00:30

  • 8.11 Quiz

• Learning Unit 09 - Challenges, Critical Success Factors and Risks

  06:09Preview

  • 9.1 Learning Unit 09 - Challenges, Critical Success Factors and Risks

    00:24

  • 9.2 Learning Unit Objectives

    00:14

  • 9.3 Challenges and Risks

    04:06

  • 9.4 Critical Success Factors

    01:13

  • 9.5 Summary

    00:12

  • 9.6 Quiz

• Learning Unit 10 - Summary and Directed Studies

  00:50

  • 10.1 Learning Unit 10 - Summary and Directed Studies

    00:30

  • 10.2 Directed Studies and glossary

    00:02

  • 10.3 Checkpoints

    00:03

  • 10.4 THANK YOU

    00:15