ITIL Intermediate CSI Certification Training in Pune, India

ITIL® Intermediate CSI

• Learning Unit 00 - Introductory Lesson

  41:20Preview

  • 0.1 ITIL® 2011 LIFECYCLE MODULE CONTINUAL SERVICE IMPROVEMENT

    01:13

  • 0.2 Agenda

    01:01

  • 0.3 Objective

    00:23

  • 0.4 ITIL® 2011 Introduction

    00:55

  • 0.5 ITIL® 2011 Intermediate

    00:45

  • 0.6 ITIL - Qualification Criteria

    01:53

  • 0.7 Definition of Service Lifecycle

    00:45

  • 0.8 Definition of Service Capability

    00:42

  • 0.9 Difference between Lifecycle and Capability Modules

    00:35

  • 0.10 Managing Across the Lifecycle

    00:43

  • 0.11 Accreditation Institute

    00:05

  • 0.12 CSI Course Description

    00:42

  • 0.13 Course Objective

    01:00

  • 0.14 Target Candidate

    00:50

  • 0.15 Target Candidate Continued

    01:28

  • 0.16 Exam Pre-requisites

    01:05

  • 0.17 ITIL® 2011 CSI Exam Format

    01:06

  • 0.18 Exam Tips

    00:20

  • 0.19 Course Outline

    03:10

  • 0.20 QUIZ

    00:48

  • 0.21 Foundation Basics

    00:15

  • 0.22 Good Practices

    01:49

  • 0.23 Definition of a Service

    01:40

  • 0.24 Definition of a Service Management

    01:07

  • 0.25 Benefits of IT Service Management

    01:07

  • 0.26 Benefits of IT Service Management

    00:53

  • 0.27 Benefits of IT Service Management

    00:42

  • 0.28 Service Management : Pictorial View

    01:41

  • 0.29 Utility and Warranty

    02:12

  • 0.30 Utility and Warranty

    00:20

  • 0.31 Process, Functions:

    02:39

  • 0.32 ITIL History

    01:22

  • 0.33 ITIL History

    01:23

  • 0.34 ITIL Process, Functions across lifecycle:

    00:48

  • 0.35 Service Owner, Process Owner:

    00:54

  • 0.36 ITIL® 2011 Core Publication

    02:16

  • 0.37 Thank You

    00:43

• Learning Unit 01 - Introduction to Continual Service Improvement

  21:53Preview

  • 1.1 Learning Unit 1

    00:32

  • 1.2 ITIL® - The Library Constituents

    01:06

  • 1.3 Learning Unit 1: Introduction to Continual Service Improvement

    00:55

  • 1.4 CSI Official Publication

    01:40

  • 1.5 CSI Official Publication

    00:39

  • 1.6 Value to Business

    01:01

  • 1.7 Intangible Value to Business

    01:08

  • 1.8 Continual service improvement approach

    00:42

  • 1.9 Continual service improvement approach

    01:39

  • 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 lifecycle

    00:57

  • 1.13 Context of service strategy

    01:41

  • 1.14 Context of service design

    01:28

  • 1.15 Context of service transition

    01:30

  • 1.16 Context of service operation

    01:24

  • 1.17 Context of continual service improvement

    01:39

  • 1.18 CSI Inputs and Outputs by lifecycle stages

    00:34

  • 1.19 Successful CSI approaches

    00:58

  • 1.20 Continual service improvement and the service lifecycle

    00:28

  • 1.21 Summary:

    00:07

  • 1.22 Quiz

• Learning Unit 02 - Continual Service Improvement Principles

  41:08Preview

  • 2.1 Continual Service Improvement Principles

    00:27

  • 2.2 Learning Unit 2: Continual Service Improvement Principles

    01:05

  • 2.3 CSI and Organizational Change

    02:04

  • 2.4 Ownership

    01:33

  • 2.5 CSI Register

    00:54

  • 2.6 Service level management

    01:33

  • 2.7 Business Value of Service measurement

    00:53

  • 2.8 Baselines

    00:48

  • 2.9 Baselines

    00:35

  • 2.10 Knowledge management

    01:07

  • 2.11 Knowledge management

    00:29

  • 2.12 Seven step improvement process

    06:13

  • 2.13 Seven step improvement process

    05:12

  • 2.14 Seven step integrated with PDCA

    01:22

  • 2.15 Seven step integrated with PDCA

    00:22

  • 2.16 Governance

    01:29

  • 2.17 IT governance

    00:45

  • 2.18 Types of Governance

    02:20

  • 2.19 Enterprise governance

    01:03

  • 2.20 Frameworks, Models, Standards, Quality System

    01:15

  • 2.21 Frameworks

    02:26

  • 2.22 Models

    01:04

  • 2.23 Standards

    02:00

  • 2.24 Quality system

    01:15

  • 2.25 Plan- Do- Check- Act cycle

    01:46

  • 2.26 Critical Success Factor

    00:58

  • 2.27 Summary

    00:10

  • 2.28 Quiz

• Learning Unit 03 - Continual Service Improvement Processes

  51:42Preview

  • 3.1 Learning Unit 3

    00:23

  • 3.2 Learning Unit 3: Continual Service Improvement Process

    00:59

  • 3.3 The Seven Step Improvement Process

    00:53

  • 3.4 The Seven Step Improvement Process

    00:36

  • 3.5 Value to business

    00:41

  • 3.6 Policies

    01:13

  • 3.7 Policies

    00:30

  • 3.8 Policy example of monitoring services

    01:13

  • 3.9 Basic Concepts

    01:11

  • 3.10 Basic Concepts (cont...)

    00:25

  • 3.11 Process activities, methods and techniques

    00:58

  • 3.12 Seven step improvement process

    00:25

  • 3.13 Step 1 - Identify the strategy for improvement

    00:55

  • 3.14 Step 1 - Identify the strategy for improvement

    01:07

  • 3.15 Step 1 - Identify the strategy for improvement

    00:26

  • 3.16 Step 2 - Define what you will measure

    01:52

  • 3.17 Step 2 - Define what you will measure

    00:48

  • 3.18 Step 2 - Define what you will measure

    00:30

  • 3.19 Step 3 - Gather the data

    01:47

  • 3.20 Step 3 - Gather the data

    00:46

  • 3.21 Step 3 - Gather the data

    00:44

  • 3.22 Step 4 - Process the data

    02:33

  • 3.23 Step 4 - Process the data

    00:50

  • 3.24 Step 5 - Analyze the information and data

    02:08

  • 3.25 Step 5 - Analyze the information and data

    00:31

  • 3.26 Step 5 - Analyze the information and data

    00:31

  • 3.27 Step 6 - Present and use the information

    01:36

  • 3.28 Step 6 - Present and use the information

    00:54

  • 3.29 SLAM Chart example:

    00:38

  • 3.30 Step 7 - Implement improvement

    01:21

  • 3.31 Step 7 - Implement improvement

    00:56

  • 3.32 Triggers, Inputs, Outputs

    01:03

  • 3.33 Interfaces

    02:05

  • 3.34 Interfaces

    01:00

  • 3.35 Process involved in gathering and processing the data

    04:28

  • 3.36 Process involved in analyzing the data

    03:23

  • 3.37 Process involved in presenting and using the information

    02:14

  • 3.38 Process Involved In Implementing Improvement

    02:50

  • 3.39 Critical success factors and key performance indicators

    02:17

  • 3.40 Challenges

    00:53

  • 3.41 Risks

    01:02

  • 3.42 Summary

    00:07

  • 3.43 Quiz

• Learning Unit 04 - Organizing for Continual Service Improvement

  01:20:00Preview

  • 4.1 Learning Unit 4

    00:31

  • 4.2 Learning Unit 4: Continual Service Improvement Methods and Techniques

    01:12

  • 4.3 Assessments

    01:27

  • 4.4 When to assess

    01:40

  • 4.5 What to assess

    02:10

  • 4.6 How to assess

    02:35

  • 4.7 Gap analysis

    01:41

  • 4.8 Benchmarking

    00:55

  • 4.9 Benchmarking procedure

    00:55

  • 4.10 Benchmarking costs

    01:17

  • 4.11 Value of Benchmarking

    02:01

  • 4.12 Benchmarking as a level (for change)

    00:47

  • 4.13 Benchmarking as a steering instrument

    00:36

  • 4.14 Benchmarking categories

    01:20

  • 4.15 Benchmarking benefits

    00:40

  • 4.16 What to benchmark ?

    02:33

  • 4.17 Benchmarking - Who is involved ?

    02:05

  • 4.18 Comparison with industry norms

    02:18

  • 4.19 Benchmark approach

    01:29

  • 4.20 Service Measurement

    00:46

  • 4.21 Design and develop a service measurement framework

    01:36

  • 4.22 Design and develop a service measurement framework

    01:05

  • 4.23 Different levels of measurement and reporting

    01:18

  • 4.24 Service measurement model

    00:31

  • 4.25 Service management process measurement

    01:30

  • 4.26 Service management model

    01:09

  • 4.27 Creating a measurement framework grid

    00:56

  • 4.28 Metrics

    01:28

  • 4.29 How many CSFs and KPIs ?

    01:55

  • 4.30 Type of KPIs

    01:33

  • 4.31 Tension metrics

    00:48

  • 4.32 Goals and metrics

    00:55

  • 4.33 Interpreting and using metrics

    01:42

  • 4.34 Using measurement and metrics

    02:22

  • 4.35 Creating scorecards and reports

    01:35

  • 4.36 Setting targets

    01:32

  • 4.37 Balanced Scorecard

    01:50

  • 4.38 IT Balanced Scorecard

    01:26

  • 4.39 SWOT Analysis

    01:10

  • 4.40 Sample SWOT Analysis for CSI:

    00:23

  • 4.41 Return on investment

    01:11

  • 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 management

    01:03

  • 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 CSI

    00:59

  • 4.57 Risk Register

    00:38

  • 4.58 Problem Management and CSI

    01:23

  • 4.59 Knowledge Management and CSI

    00:54

  • 4.60 Summary

    00:06

  • 4.61 Quiz

• Learning Unit 05 - Organizing for Continual Service Improvement

  12:53Preview

  • 5.1 Learning Unit 5

    00:29

  • 5.2 Learning Unit 5: Organizing for Continual Service Improvement

    01:05

  • 5.3 Service Manager

    01:09

  • 5.4 Service Owner role

    01:38

  • 5.5 Process Owner role

    01:34

  • 5.6 Process Manager role

    00:50

  • 5.7 Process Practitioner role

    01:05

  • 5.8 Seven-step improvement roles

    01:11

  • 5.9 CSI Manager role

    01:04

  • 5.10 Activities and skill levels needed for CSI

    00:47

  • 5.11 Responsibilit model - RACI

    01:13

  • 5.12 Example of RACI matrix

    00:37

  • 5.13 Summary

    00:11

  • 5.14 Quiz

• Learning Unit 06 - Technology Consideration

  22:14Preview

  • 6.1 Learning Unit 6

    00:30

  • 6.2 Learning Unit 6: Technology consideration

    00:48

  • 6.3 Tools to Support CSI Activitie

    02:05

  • 6.4 IT service management suites

    05:16

  • 6.5 Systems and network management

    02:44

  • 6.6 Event management

    01:36

  • problem resolution

    01:23

  • 6.8 Performance management

    01:30

  • 6.9 Statistical analysis tools

    01:27

  • 6.10 Project and portfolio management

    01:21

  • 6.11 Financial Management

    01:36

  • reporting

    01:45

  • 6.13 Summary

    00:13

  • 6.14 Quiz

• Learning Unit 07 - Implement Continual Service Improvement

  24:12Preview

  • 7.1 Learning Unit 7

    00:27

  • 7.2 Learning Unit 7: Implementing Continual Service Improvement

    01:15

  • 7.3 Critical Considerations for implementing CSI

    00:44

  • 7.4 Critical Considerations for implementing CSI

    00:25

  • 7.5 Where do we start ?

    03:51

  • 7.6 Governance

    02:39

  • 7.7 Governance

    00:57

  • 7.8 COBIT as a governance framework

    00:52

  • 7.9 CSI and organizational change

    01:26

  • 7.10 CSI and organizational change

    07:07

  • 7.11 Communication Strategy and Plan

    01:21

  • 7.12 Communication Strategy and Plan

    03:01

  • 7.13 Summary

    00:07

  • 7.14 Quiz

• Learning Unit 08 - Challenges Critical Success Factor and Risks

  05:52Preview

  • 8.1 Learning Unit 8

    00:33

  • 8.2 Learning Unit 8: Challenges, Critical success factors and risks

    01:00

  • 8.3 Challenges

    01:35

  • 8.4 Critical Success Factor

    01:13

  • 8.5 Risks

    01:24

  • 8.6 Summary

    00:07

  • 8.7 Quiz

• Learning Unit 09 - Summary Case Studies Exam Preparation and Directed

  38:28Preview

  • 9.1 Learning Unit 9

    00:30

  • 9.2 Summary: Exam Preparation and Directed

    00:08

  • 9.3 Case Studies

    00:56

  • 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 2

    01:02

  • 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 3

    01:05

  • 9.12 Question 3

    00:30

  • 9.13 Rank the Options (as per assignment rules):

    01:41

  • 9.14 Case Study 4

    01:27

  • 9.15 Question 4

    00:46

  • 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 5

    01:00

  • 9.19 Question 5

    00:20

  • 9.20 Rank the Options (as per assignment rules):

    01:38

  • 9.21 Case Study 6

    01:20

  • 9.22 Question 6

    00:31

  • 9.23 Rank the Options (as per assignment rules):

    01:42

  • 9.24 Case Study 7

    01:22

  • 9.25 Question 7

    00:31

  • 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 8

    01:34

  • 9.29 Question 8

    00:32

  • 9.30 Rank the Options (as per assignment rules):

    02:24

  • 9.31 Checkpoints

    00:21

  • 9.32 Sample Question: (from sample exam paper)

    01:09

  • 9.33 Sample Question

    02:08

  • 9.34 Directed studies & Glossary

    00:08

  • 9.35 Thank You

    00:06