ITIL Intermediate OSA Certification Training in Delhi, India

ITIL® Intermediate OSA

• Learning Unit 00 - Introductory Lesson

  38:30Preview

  • 0.1 ITIL® 2011 Capability Module Operational Support and Analysis

    01:14

  • 0.2 Agenda

    01:04

  • 0.3 Objective

    00:24

  • 0.4 ITIL® 2011 Introduction

    00:54

  • 0.5 ITIL® 2011 Intermediate

    00:46

  • 0.6 ITIL - Qualification Criteria

    01:53

  • 0.7 Definition of Service Lifecycle

    00:49

  • 0.8 Definition of Service Capability

    00:44

  • 0.9 Difference between Lifecycle and Capability Modules

    00:34

  • 0.10 Managing Across the Lifecycle

    00:44

  • 0.11 Accreditation Institute

    00:05

  • 0.12 OSA Course Description

    00:45

  • 0.13 Course Objective

    00:49

  • 0.14 Target Candidate

    00:22

  • 0.15 Target Candidate contd..

    01:30

  • 0.16 Exam Pre-requisites

    01:19

  • 0.17 ITIL® 2011 OSA Exam Format

    01:09

  • 0.18 Exam Tips

    00:20

  • 0.19 Course Outline

    05:08

  • 0.20 Quiz

    00:52

  • 0.21 Foundation Basics

    00:15

  • 0.22 ITIL - The Library Publications

    03:30

  • 0.23 ITIL

    01:03

  • 0.24 ITIL is presented as Best Practice. What are Best Practices?

    01:05

  • 0.25 Why choose Public Standards over Proprietary ones?

    02:23

  • 0.26 What is a Service?

    00:39

  • 0.27 What is a Service Management?

    01:49

  • 0.28 Service Management Roles: Service Owner

    01:15

  • 0.29 Service Management Roles: Process Owner

    01:11

  • 0.30 Connecting with Processes and Functions: RACI Matrix

    01:11

  • 0.31 Key Terminology: Service Providers

    01:30

  • 0.32 Key Terminology: Suppliers

    00:32

  • 0.33 Thank You

    00:42

• Learning Unit 01 - Introduction to Operation Support and Analysis

  37:00Preview

  • 1.1 Introduction to Operation Support and Analysis

    00:14

  • 1.2 ITIL - The Library Constituents

    03:10

  • 1.3 Service Operation - Purpose and Objectives

    01:16

  • 1.4 Service Operation - Scope

    01:55

  • 1.5 Service Operation - Processes

    01:41

  • 1.6 Service Operation - Functions

    01:46

  • 1.7 Value to the Business of OSA Activities

    01:46

  • 1.8 Optimization of Service Operational Performance

    01:20

  • 1.9 IT Service Management

    02:28

  • 1.10 Concept of Service and Value - Definition of a Service

    02:35

  • 1.11 Economic Value of a Service

    03:44

  • 1.12 Combined Effects of Utility and Warranty

    02:19

  • 1.13 Value to the Business - Monitor and Measure

    02:12

  • 1.14 Process

    03:45

  • 1.15 Organizing IT Service Management - Process Definition

    00:58

  • 1.16 Characteristics of a Process

    01:23

  • 1.17 Organizing IT Service Management - Organization Structure

    04:04

  • 1.18 Summary

    00:24

  • 1.19 Quiz

• Learning Unit 02 - Event Management

  37:38Preview

  • 2.1 Event Management

    00:12

  • 2.2 Event Management

    00:29

  • 2.3 Event Management - Purpose

    00:51

  • 2.4 Event Management - Objectives

    00:52

  • 2.5 Event Management - Scope

    01:44

  • 2.6 Event Management vs. Monitoring

    00:57

  • 2.7 Event Management - Value to the Business

    01:45

  • 2.8 Event Management - Policies

    01:54

  • 2.9 Event Management - Principles and Basic Concepts

    02:17

  • 2.10 Event Management - Key Concepts

    08:57

  • 2.11 Event Management - Triggers

    01:22

  • 2.12 Event Management - Inputs and Outputs

    01:00

  • 2.13 Event Management - Interfaces

    01:52

  • 2.14 Event Management - Information Management

    01:56

  • 2.15 Event Management - Metrics

    01:24

  • 2.16 Event Management - Challenges and Risks

    01:40

  • 2.17 Event Management - CSFs and KPIs

    02:27

  • 2.18 Event Management - Design

    02:35

  • 2.19 Event Management - Use of Event Rule Sets and Correlation Engines

    01:03

  • 2.20 Event Management - Technology

    01:59

  • 2.21 Event Management - Summary

    00:22

  • 2.22 Quiz

• Learning Unit 03 - Incident Management

  40:50Preview

  • 3.1 Incident Management

    00:12

  • 3.2 Incident Management

    00:33

  • 3.3 Incident Management - Purpose

    00:25

  • 3.4 Incident Management - Objective

    01:03

  • 3.5 Incident Management - Scope

    00:48

  • 3.6 Incident Management - Value to Business

    01:19

  • 3.7 Incident Management - Policies

    01:24

  • 3.8 Incident Management - Key Concepts

    02:07

  • 3.9 Incident Management - Key Concepts

    01:14

  • 3.10 Incident Management - Process Flow

    03:58

  • 3.11 Incident Management - Activities

    02:18

  • 3.12 Incident Management - Categorization

    01:37

  • 3.13 Incident Management - Prioritization

    01:03

  • 3.14 Incident Management - Investigation and Diagnosis

    01:58

  • 3.15 Incident Management - Escalation

    03:03

  • 3.16 Incident Management - Resolution and Recovery

    00:58

  • 3.17 Incident Management - Closure

    02:16

  • 3.18 Incident Management - Rules for reopening incidents

    01:14

  • 3.19 Incident Management - Triggers

    00:58

  • 3.20 Incident Management - Inputs and Outputs

    02:21

  • 3.21 Incident Management - Interfaces

    02:01

  • 3.22 Incident Management - Metrics and Information Management

    01:09

  • 3.23 Incident Management - Information Management

    01:01

  • 3.24 Incident Management - Challenges

    01:29

  • 3.25 Incident Management - CSFs and KPIs

    02:07

  • 3.26 Incident Management - Risks

    01:38

  • 3.27 Service Operation - Incident Management Summary

    00:36

  • 3.28 Quiz

• Learning Unit 04 - Request Fulfillment

  24:52Preview

  • 4.1 Request Fulfillment

    00:11

  • 4.2 Request Fulfillment

    00:30

  • 4.3 Request Management - Purpose and Objectives

    01:07

  • 4.4 Request Management - Scope

    01:25

  • 4.5 Request Management - Value to Business

    01:03

  • 4.6 Request Management - Policies

    01:07

  • 4.7 Request Management - Principles and Key Concepts

    03:36

  • 4.8 Request Fulfillment - Process Activities

    04:15

  • 4.9 Request Fulfillment - Triggers

    01:00

  • 4.10 Request Fulfillment - Inputs and Outputs

    01:02

  • 4.11 Request Fulfillment - Interfaces

    00:58

  • 4.12 Request Fulfillment - Information Management

    01:42

  • 4.13 Request Fulfillment - Metrics

    01:03

  • 4.14 Request Fulfillment - Challenges

    01:21

  • 4.15 Request Fulfillment - Risks

    01:26

  • 4.16 Request Fulfillment - CSFs and KPIs

    02:35

  • 4.17 Request Fulfillment - Summary

    00:31

  • 4.18 Quiz

• Learning Unit 05 - Problem Management

  26:36Preview

  • 5.1 Problem Management

    00:11

  • 5.2 Problem Management

    00:35

  • 5.3 Problem Management - Objective

    00:33

  • 5.4 Problem Management - Scope

    02:44

  • 5.5 Problem Management - Value to the Business

    00:58

  • 5.6 Problem Management - Key Concepts

    01:41

  • 5.7 Problem Management - Key Concepts

    02:23

  • 5.8 Problem Management - Process Flow

    01:11

  • 5.9 Problem Management - Activities

    02:51

  • 5.10 Problem Management - Techniques

    01:41

  • 5.11 Problem Management - Inputs and Outputs

    01:21

  • 5.12 Problem Management - Triggers

    01:04

  • 5.13 Problem Management - Interfaces

    03:04

  • 5.14 Problem Management - Information Management

    01:10

  • 5.15 Problem Management - Metrics

    01:15

  • 5.16 Problem Management - CSFs and KPIs

    02:32

  • 5.17 Problem Management - Challenges and Risks

    00:59

  • 5.18 Problem Management Summary

    00:23

  • 5.19 Quiz

• Learning Unit 06 - Access Management

  21:57Preview

  • 6.1 Access Management

    00:11

  • 6.2 Access Management

    00:24

  • 6.3 Access Management - Purpose and Objectives

    00:45

  • 6.4 Access Management - Scope

    01:10

  • 6.5 Access Management - Value to the Business

    01:11

  • 6.6 Access Management - Policies

    01:05

  • 6.7 Access Management - Key Concepts

    01:50

  • 6.8 Access Management - Activities

    02:02

  • 6.9 Access Management - Activities

    01:55

  • 6.10 Access Management - Triggers

    01:30

  • 6.11 Access Management - Inputs and Outputs

    00:52

  • 6.12 Access Management - Interfaces

    01:39

  • 6.13 Access Management - Information Management

    02:14

  • 6.14 Access Management - Metrics

    00:42

  • 6.15 Access Management - Challenges and Risks

    01:48

  • 6.16 Access Management - CSFs and KPIs

    02:21

  • 6.17 Access Management - Summary

    00:18

  • 6.18 Quiz

• Learning Unit 07 - Service Desk

  32:27Preview

  • 7.1 Service Desk

    00:12

  • 7.2 Service Desk

    00:18

  • 7.3 Objectives

    00:24

  • 7.4 Responsibilities

    00:47

  • 7.5 Organizational Structures

    00:50

  • 7.6 Local Service Desk

    01:06

  • 7.7 Centralized Service Desk

    01:21

  • 7.8 Virtual Service Desk

    02:05

  • 7.9 Specialized Service Desk

    00:46

  • 7.10 Environment

    01:14

  • 7.11 Single Point of Contact

    02:09

  • 7.12 Staffing

    00:22

  • 7.13 Staffing Levels

    02:04

  • 7.14 Staffing Levels

    01:10

  • 7.15 Skill Levels

    01:43

  • 7.16 Skill Levels

    02:05

  • 7.17 Training

    01:38

  • 7.18 Staff Retention

    01:12

  • 7.19 Super Users

    01:09

  • 7.20 Service Desk Metrics

    01:08

  • 7.21 Customer or User Satisfaction Surveys

    01:38

  • 7.22 Outsourcing the Service Desk

    01:26

  • 7.23 Outsourcing; Common Tools and Processes

    01:14

  • 7.24 Outsourcing SLA Targets

    00:44

  • 7.25 Outsourcing Good Communications

    01:52

  • 7.26 Outsourcing Ownership of Data

    01:19

  • 7.27 Summary

    00:31

  • 7.28 Quiz

• Learning Unit 08 - Functions and Roles

  52:16Preview

  • 8.1 Functions and Roles

    00:12

  • 8.2 Functions

    04:52

  • 8.3 Technical Management - Objectives

    00:49

  • 8.4 Technical Management - Roles

    01:36

  • 8.5 Technical Management - Activities(One of Two)

    01:07

  • 8.6 Technical Management - Activities(Two of Two)

    02:02

  • 8.7 IT Operations Management - Objectives

    00:35

  • 8.8 IT Operations Management - Subfunctions

    02:07

  • 8.9 IT Operations Management - Roles

    02:26

  • 8.10 IT Operations Management - Documentation

    02:50

  • 8.11 Applications Management - Objectives

    00:41

  • 8.12 Applications Management - Roles

    01:19

  • 8.13 Applications Management - Activities

    03:22

  • 8.14 Roles and Responsibilities

    00:39

  • 8.15 Service Owner Responsibilities(1 of 2)

    02:45

  • 8.16 Service Owner Responsibilities(2 of 2)

    01:06

  • 8.17 Generic Process Owner Responsibilities

    02:22

  • 8.18 Process Manager - Responsibilities

    01:32

  • 8.19 Process Practitioner - Responsibilities

    01:23

  • 8.20 Key roles related to Incident Management Process(1of4)

    01:47

  • 8.21 Key roles related to Incident Management Process(2of4)

    01:29

  • 8.22 Key roles related to Incident Management Process(3of4)

    01:16

  • 8.23 Key roles related to Incident Management Process(4of4)

    01:09

  • 8.24 Key roles related to Problem Management Process(1of2)

    02:42

  • 8.25 Key roles related to Problem Management Process(2of2)

    02:07

  • 8.26 Key roles related to Request Fulfilment Process(1of2)

    02:23

  • 8.27 Key roles related to Request Fulfilment Process(2of2)

    02:11

  • 8.28 Key roles related to Event Management Process

    01:52

  • 8.29 Key roles related to Access Management Process

    01:15

  • 8.30 Functions Summary

    00:20

  • 8.31 Quiz

• Learning Unit 09 - Technology Implementation Considerations

  50:48Preview

  • 9.1 Technology Implementation Considerations

    00:14

  • 9.2 Technology and Implementation Considerations

    00:29

  • 9.3 Generic Requirements (Toolsets) One of Two

    02:45

  • 9.4 Generic Requirements (Toolsets) Two of Two

    01:59

  • 9.5 Evaluation Criteria for Process Implementation (One of Three)

    01:35

  • 9.6 Evaluation Criteria for Process Implementation (Two of Three)

    01:09

  • 9.7 Evaluation Criteria for Process Implementation (Three of Three)

    02:24

  • 9.8 Service Design Evaluation Criteria

    01:35

  • 9.9 Service Design Evaluation Criteria

    01:48

  • 9.10 Projects, Risks and Staffing Practices One of Two

    01:11

  • 9.11 Projects, Risks and Staffing Practices Two of Two

    01:41

  • 9.12 Implementing Service Operation - Managing Risk in Service Operation

    01:36

  • 9.13 Implementing Service Operation - Managing Change in Service Operation

    02:58

  • 9.14 Service Design - Challenges

    01:18

  • 9.15 Service Design - Risks

    02:15

  • 9.16 Service Transition - Challenges

    02:15

  • 9.17 Service Transition - Risks

    01:13

  • 9.18 Service Transition - Critical Success Factors

    01:47

  • 9.19 Service Operation - Challenges

    02:14

  • 9.20 Service Operation Managers - Challenges (1of2)

    02:00

  • 9.21 Service Operation - Challenges (2of2)

    01:42

  • 9.22 Service Operation - Risks

    03:02

  • 9.23 Service Operation - CSFs (1of3)

    02:00

  • 9.24 Service Operation - CSFs (2of3)

    02:05

  • 9.25 Service Operation - CSFs (3of3)

    01:26

  • 9.26 Implementing Service Operation - Planning and Implementing Service Management Technologies

    03:32

  • 9.27 Implementing Service Operation - Planning and Implementing Service Management Technologies

    01:54

  • 9.28 Technology and Implementation Considerations - Summary

    00:41

  • 9.29 Quiz

• Learning Unit 10 - Summary exam preparation and direct studies

  01:05Preview

  • 10.1 Summary: Exam Preparation and Directed

    00:30

  • 10.2 Directed Studies and Glossary

    00:08

  • 10.3 Checkpoints

    00:21

  • 10.4 Thank You

    00:06