ITIL Intermediate RCV Certification Training in Kolkata, India

ITIL® Intermediate RCV

• Learning Unit 00 - Introductory Lesson

  41:44Preview

  • 0.1 Introductory Lesson

    01:14

  • 0.2 Agenda

    01:07

  • 0.3 Objective

    00:27

  • 0.4 ITIL® 2011 Introduction

    00:58

  • 0.5 ITIL® 2011 Intermediate

    00:49

  • 0.6 ITIL - Qualification Criteria

    01:53

  • 0.7 Definition of Service Lifecycle

    00:49

  • 0.8 Definition of Service Capability

    00:46

  • 0.9 Difference between Lifecycle and Capability Modules

    00:37

  • 0.10 Managing Across the Lifecycle

    00:46

  • 0.11 Accreditation Institute

    00:43

  • 0.12 RCV Course Description

    00:56

  • 0.13 Course Objective

    00:57

  • 0.14 Target Candidate

    00:37

  • 0.15 Target Candidate contd..

    01:13

  • 0.16 Exam Pre-requisites

    01:27

  • 0.17 ITIL® 2011 RCV Exam Format

    01:10

  • 0.18 Exam Tips

    00:15

  • 0.19 Course Outline

    08:06

  • 0.20 Quiz

    00:55

  • 0.21 Foundation Basics

    00:16

  • 0.22 ITIL History

    01:49

  • 0.23 ITIL Service Management Lifecycle

    03:20

  • 0.24 ITIL Processes across lifecycle

    00:33

  • 0.25 Foundation Basics-4P's

    01:55

  • 0.26 Business and IT Alignment How and what?

    01:10

  • 0.27 What is Service?

    00:41

  • 0.28 Service Management

    02:03

  • 0.29 Service and value

    01:25

  • 0.30 What is a Process?

    01:02

  • 0.31 Governance and ITSM

    01:12

  • 0.32 Thank You

    00:33

• Learning Unit 01 - Introduction to Release

  26:03Preview

  • 1.1 Learning Unit 1

    00:35

  • 1.2 Service Transition

    01:00

  • 1.3 Purpose and Objectives of Service Transition

    01:11

  • 1.4 Key Terms in Service Transition

    01:16

  • 1.5 Key Terms in Service Transition

    01:17

  • 1.6 Service Transition - Scope in Relation to RCV processes ( 1 of 2)

    00:58

  • 1.7 Service Transition - Scope in Relation to RCV processes ( 2 of 2)

    00:59

  • 1.8 Service Transition Processes and Activities

    02:48

  • 1.9 Service Transition - Value to Business ( 1of 2)

    01:05

  • 1.10 Service Transition - Value to Business ( 2 of 2)

    00:48

  • 1.11 Inter Lifecycle Stages Process interaction

    00:45

  • 1.12 Developing an effective Service Transition Strategy

    00:21

  • 1.13 Service Transition Lifecycle Stages

    01:19

  • 1.14 Key initiatives for an effective preparation for Service Transition

    01:13

  • 1.15 Planning and Coordinating Service Transition: Best Practices

    01:19

  • 1.16 Planning and Coordinating Service Transition: Best Practices

    01:21

  • 1.17 Planning and Coordinating Service Transition: Best Practices

    00:59

  • 1.18 Planning and Coordinating Service Transition: Best Practices

    01:02

  • 1.19 Providing Transition Process Support to Stakeholders

    01:03

  • 1.20 Providing Transition Process Support to Stakeholders

    00:50

  • 1.21 Providing Transition Process Support to Stakeholders

    01:05

  • 1.22 Providing Transition Process Support to Stakeholders

    01:17

  • 1.23 Learning Unit Summary

    01:32

  • 1.24 Practical Exercise: Activity

  • 1.25 Quiz

• Learning Unit 02 - Change Management

  01:19:25Preview

  • 2.1 Learning Unit 2

    01:06

  • 2.2 Purpose and Objectives of Change Management

    00:47

  • 2.3 Scope of Change Management Process

    00:52

  • 2.4 Scope of Change Management: Strategic, Tactical, and Operational

    01:56

  • 2.5 Business Value of Change Management

    02:52

  • 2.6 Business Value of Change Management: Examples from Real Life

    00:50

  • 2.7 Exercise: Assess the Impact of a Change

    00:17

  • 2.8 Change Management Policies

    02:23

  • 2.9 Change Management: Design and Planning Considerations

    01:17

  • 2.10 Concept Refresh

    00:21

  • 2.11 Concept Refresh

    00:17

  • 2.12 What is Change Request?

    00:47

  • 2.13 Types of Change Request

    00:46

  • 2.14 Types of Changes,RFC's& Changes Records : Lets Set The Record Straight!

    01:33

  • 2.15 Types of request by Service Lifecycle stage

    00:43

  • 2.16 Change Models

    01:09

  • 2.17 Change Proposals

    00:56

  • 2.18 Standard Changes

    02:03

  • 2.19 Standard Changes contd..

    00:55

  • 2.20 Remediation Planning

    01:48

  • 2.21 Change Management Process Activities

    00:51

  • 2.22 Typical activities in Managing individual changes

    00:33

  • 2.23 Example Process flow for a Normal Change Request

    00:44

  • 2.24 Example Process flow for a Standard Operational Change Request

    01:09

  • 2.25 Major Change Management Activities

    00:21

  • 2.26 Change Management Activities Methods and Techniques ( 1 of 6)

    01:19

  • 2.27 Change Management Activities Methods and Techniques (2 of 6)

    03:11

  • 2.28 7 R’s of Change Management

    01:00

  • 2.29 Practical Exercise

    00:07

  • 2.30 Example of Change Authorization Model

    01:19

  • 2.31 Change Management Activities Methods and Techniques (3 of 6)

    02:05

  • 2.32 Change Management Activities Methods and Techniques (4 of 6)

    04:12

  • 2.33 Change Management Activities Methods and Techniques (5 of 6)

    03:38

  • 2.34 Change Management Activities Methods and Techniques (6 of 6)

    03:37

  • 2.35 Change Management Process Triggers

    03:00

  • 2.36 Change Management Process Inputs and Outputs

    02:04

  • 2.37 Change Management Process Interfaces

    04:26

  • 2.38 Change Management Interfaces within Service Management

    02:55

  • 2.39 Change Management Interfaces with SACM

    00:17

  • 2.40 Change Information Management

    01:17

  • 2.41 Change Management CSF's And KPI's ( 1 of 3)

    01:54

  • 2.42 Change Management CSF's And KPI's ( 2 of 3)

    00:50

  • 2.43 Change Management CSF's And KPI's ( 3 of 3)

    00:48

  • 2.44 Change Management Challenges

    01:07

  • 2.45 Change Management Risks

    01:05

  • 2.46 Change Management Risks ( 2 of 2)

    00:47

  • 2.47 Change Management Operational Activities

    00:41

  • 2.48 Change Triggers in Service Operations

    01:34

  • 2.49 Managing Change In Service Operations

    01:46

  • 2.50 Managing organization and stakeholder change

    02:09

  • 2.51 Understanding the Organization Culture

    01:29

  • 2.52 Understanding the Organization Culture

    00:45

  • 2.53 Understanding the Organization Culture

    00:50

  • 2.54 Understanding the Organization Culture

    00:13

  • 2.55 Learning Unit Summary

    01:44

  • 2.56 Quiz

• Learning Unit 03 - Service Asset and Configuration Management

  48:27Preview

  • 3.1 Learning Unit 3

    01:15

  • 3.2 Purpose of Service Asset and Configuration Management(SACM)

    01:18

  • 3.3 SACM - Key Terms

    01:03

  • 3.4 Objectives of Service Assets & Configuration Management

    00:26

  • 3.5 Scope of SACM Process

    01:38

  • 3.6 Business value of SACM

    01:13

  • 3.7 Service Assets and Configuration Management Principles (1 of 2)

    01:16

  • 3.8 Service Assets and Configuration Management Principles (2 of 2)

    01:01

  • 3.9 Basic Concepts in SACM

    01:07

  • 3.10 Basic Concepts in SACM

    01:32

  • 3.11 A Logical Configuration Model

    01:22

  • 3.12 Configuration Management System (CMS)

    01:45

  • 3.13 The Architectural layers of the CMS.

    02:30

  • 3.14 Major Components of Configuration Management System

    06:33

  • 3.15 Activities of Asset Management

    01:35

  • 3.16 Software Asset Management

    00:49

  • 3.17 The relationship between the DML and a CMDB in the CMS.

    00:22

  • 3.18 Asset and Configuration Management Activities

    00:31

  • 3.19 Asset and Configuration Management Activities

    06:02

  • 3.20 Practical Exercise

    00:18

  • 3.21 Information Management considerations for SACM

    02:10

  • 3.22 SACM Process Triggers, Inputs and Outputs

    01:21

  • 3.23 SACM Service Management Interfaces

    01:36

  • 3.24 SACM CSF's And KPI's ( 1 of 3)

    02:15

  • 3.25 SACM CSF's And KPI's ( 2 of 3)

    01:10

  • 3.26 SACM CSF's And KPI's (3 of 3)

    00:57

  • 3.27 The challenges and risks of SACM

    02:10

  • 3.28 Typical SACM activities performed on a daily basis by SO

    01:44

  • 3.29 Learning Unit Summary

    00:50

  • 3.30 SACM Quiz Scenario

    00:16

  • 3.31 SACM Quiz Question

    00:11

  • 3.32 SACM Quiz Explanations

    00:11

  • 3.33 Quiz

• Learning Unit 04 - Service Validation and Testing

  40:15Preview

  • 4.1 Learning Unit 4

    01:05

  • 4.2 Purpose of Service Validation and Testing Process (SVT)

    01:52

  • 4.3 Scope of the Service Validation and Testing Process

    02:13

  • 4.4 Value to Business of Service Validation and Testing Process

    00:57

  • 4.5 Service Validation and Testing Policies

    03:10

  • 4.6 Test Models

  • 4.7 Various Validation and Testing Perspectives and Their Purpose

    01:38

  • 4.8 The stakeholder groups' requirements to be addressed

    01:37

  • 4.9 Test levels and Test models

    01:04

  • 4.10 Test levels and Test models : Service V Model

    01:43

  • 4.11 Service Validation and Testing Process : Key Activities

    00:30

  • 4.12 Service Validation and Testing Process : Key Activities

    02:01

  • 4.13 Service Validation and Testing Process : Key Activities

    01:04

  • 4.14 Service Validation and Testing Process : Key Activities

    00:32

  • 4.15 Service Validation and Testing Process : Key Activities

    00:27

  • 4.16 Service Validation and Testing Process : Key Activities

    01:15

  • 4.17 Service Validation and Testing Process : Key Activities

    00:58

  • 4.18 Service Validation and Testing Process : Key Activities

    00:35

  • 4.19 Service Validation and Testing Process Triggers, Inputs and Outputs

    04:23

  • 4.20 Service Validation and Testing Interfaces to Other Lifecycle Stages

    01:28

  • 4.21 Service Validation and Testing Information Management

    03:29

  • 4.22 Practices of maintaining Test Data and Test Environments

    01:22

  • 4.23 Critical Success (CSF's) And Key Performance Indicators (KPI's)

    02:32

  • 4.24 Critical Success (CSF's) And Key Performance Indicators (KPI's)

    00:41

  • 4.25 Critical Success (CSF's) And Key Performance Indicators (KPI's)

    00:43

  • 4.26 Challenges and Risks

    01:28

  • 4.27 Learning Unit Summary

    01:28

  • 4.28 Quiz

• Learning Unit 05 - Release and Deployment Management

  01:30:52Preview

  • 5.1 Learning Unit 5

    01:11

  • 5.2 Purpose of Release and Deployment Management (RDM)

    02:42

  • 5.3 Objectives and Scope of Release and Deployment Management

    01:27

  • 5.4 Value to Business of Release and Deployment Process

    01:10

  • 5.5 Release and Deployment Policies

    01:06

  • 5.6 Release Unit and Identification

    02:06

  • 5.7 Simplified example of Release Units for an IT service

    00:29

  • 5.8 Designing Release and Release Packages

    01:16

  • 5.9 Architecture elements to be built and tested

    02:19

  • 5.10 Example of a release package

    01:15

  • 5.11 Coordinating the deployment of service components

    01:44

  • 5.12 Release design options and considerations : Big Bang vs. Phased

    01:03

  • 5.13 Option for 'Big Bang' and phased deployment

    01:02

  • 5.14 Phased deployment across geographical locations

    00:54

  • 5.15 Release design option and consideration: push and pull

    00:58

  • 5.16 Release design options and considerations: Manual vs. Automation

    00:58

  • 5.17 Release and deployment models

    01:52

  • 5.18 Considerations in Release and deployment models

    01:33

  • 5.19 Phases of Release and Deployment management

    01:45

  • 5.20 Phases of Release and Deployment management

    00:45

  • 5.21 Release and Deployment plans

    01:55

  • 5.22 Pass or Fail criteria

    01:59

  • 5.23 Build and Test Planning

    01:47

  • 5.24 Types of Environments Prior to Productions

    03:10

  • 5.25 Deployment Planning

    00:20

  • 5.26 Deployment Planning

    00:14

  • 5.27 Planning of Pilots

    05:47

  • 5.28 Financial or Commercial planning

    01:13

  • 5.29 Release Build and Test: Key steps and techniques

    06:51

  • 5.30 Planning and Preparing for Deployment

    01:19

  • 5.31 Example of a set of deployment activities

    00:49

  • 5.32 Deployment: Assess readiness of target group

    01:14

  • 5.33 Deployment : Develop plans

    01:28

  • 5.34 Deployment: Perform Transfer, Deployment and Retirement

    00:28

  • 5.35 Perform Transfer, Deployment and Retirement

    00:52

  • 5.36 Perform Transfer, Deployment and Retirement

    01:05

  • 5.37 Perform Transfer, Deployment and Retirement

    00:50

  • 5.38 Perform Transfer, Deployment and Retirement

    00:41

  • 5.39 Perform Transfer, Deployment and Retirement

    01:17

  • 5.40 Perform Transfer, Deployment and Retirement

    01:05

  • 5.41 Perform Transfer, Deployment and Retirement

    01:35

  • 5.42 Perform Transfer, Deployment and Retirement

    00:56

  • 5.43 Perform Transfer, Deployment and Retirement

    00:30

  • 5.44 Verify Deployment

    01:51

  • 5.45 Early Life Support

    02:37

  • 5.46 Example of early life support activities

    00:52

  • 5.47 Illustration of the benefits of targeted early life support

    02:55

  • 5.48 Review and Close Deployment Activities to Include

    02:15

  • 5.49 Release and Deployment Management: Process Triggers

    00:24

  • 5.50 Release and Deployment Management: Process Inputs and Outputs

    03:03

  • 5.51 Release and Deployment Management: Interfaces

    02:05

  • 5.52 Release and Deployment Management: Information Management

    02:19

  • 5.53 Release and Deployment CSF's And KPI's ( 1 of 3)

    01:27

  • 5.54 Release and Deployment CSF's And KPI's ( 2 of 3)

    00:50

  • 5.55 Release and Deployment CSF's And KPI's ( 3 of 3)

    00:41

  • 5.56 Risks and Challenges

    02:06

  • 5.57 Typical RDM activities performed on a daily basis by Service Operation

    01:03

  • 5.58 Learning Unit Summary

    01:24

  • 5.59 Quiz

• Learning Unit 06 - Request Fulfillment

  26:10Preview

  • 6.1 Learning Unit 6

    01:06

  • 6.2 Purpose and Objectives of Request Fulfillment

    01:03

  • 6.3 Scope of Request Fulfillment

    01:16

  • 6.4 Request Fulfillment- Value to Business

    00:51

  • 6.5 Request Fulfillment- Policies ( 1 of 3)

    01:30

  • 6.6 Request Fulfillment- Policies ( 2 of 3)

    00:48

  • 6.7 Request Fulfillment- Policies ( 3 of 3)

    01:04

  • 6.8 Principles and Basic Concepts

    00:59

  • 6.9 Principles and Basic Concepts

    00:41

  • 6.10 Principles and Basic Concepts

    00:29

  • 6.11 Principles and Basic Concepts

    01:17

  • 6.12 Process Activities, Methods and Techniques

    00:26

  • 6.13 Process Activities, Methods and Techniques

    00:35

  • 6.14 Process Activities, Methods and Techniques

    00:35

  • 6.15 Process Activities, Methods and Techniques

    00:33

  • 6.16 Process Activities, Methods and Techniques

    00:28

  • 6.17 Process Activities, Methods and Techniques

    00:24

  • 6.18 Process Activities, Methods and Techniques

    00:30

  • 6.19 Process Activities, Methods and Techniques

    00:34

  • 6.20 Process Activities, Methods and Techniques

    00:36

  • 6.21 Process Activities, Methods and Techniques

    00:27

  • 6.22 Practical Exercise

    00:19

  • 6.23 Request Fulfillment Inputs and Outputs

    00:53

  • 6.24 Request Fulfillment Inputs and Outputs

    00:53

  • 6.25 Request Fulfillment Interfaces with other lifecycle Stages

    00:45

  • 6.26 Request Fulfillment Interfaces with other lifecycle Stages

    00:11

  • 6.27 Request Fulfillment Information Management

    00:37

  • 6.28 Critical Success Factors (CSF's) and Key Performance Indicators(KPI's)

    01:43

  • 6.29 Critical Success Factors (CSF's) and Key Performance Indicators(KPI's)

    00:59

  • 6.30 Practical Exercise

    00:18

  • 6.31 Request Fulfillment- Challenges

    00:58

  • 6.32 Request Fulfillment - Risks

    01:18

  • 6.33 learning Unit Summary

    01:04

  • 6.34 Quiz

  • 6.35 Scenario

• Learning Unit 07 - Change Evaluation

  29:49Preview

  • 7.1 Learning Unit 7

    00:51

  • 7.2 Purpose and Objectives of Change Evaluation

    00:58

  • 7.3 Scope of Change Evaluation

    00:56

  • 7.4 Change Evaluation - Value to Business

    00:41

  • 7.5 Change Evaluation Policies

    00:49

  • 7.6 Change Evaluation Principles

    00:50

  • 7.7 Change Evaluation Plan-Do-Check-Act (PDCA)

    01:09

  • 7.8 Change Evaluation- Terms (1 of 2)

    01:14

  • 7.9 Change Evaluation- Terms (2 of 2)

    01:08

  • 7.10 Change Evaluation- Process Flow

    00:16

  • 7.11 Evaluation Plan

    01:05

  • 7.12 Understanding the Intended effects of a change

    01:20

  • 7.13 Understanding the Unintended effects of a change

    01:01

  • 7.14 Factors for considering the effect of a service change

    00:28

  • 7.15 Evaluation of Predicted Service Performance

    01:01

  • 7.16 Evaluation of Actual Service Performance (1 of 2)

    01:05

  • 7.17 Evaluation of Actual Service Performance (2 of 2)

    00:50

  • 7.18 Risk Management

    02:30

  • 7.19 Risk Management - Deviations

    00:54

  • 7.20 Risk Management - Test Plans and Results

    01:11

  • 7.21 Change Evaluation Report

    01:19

  • 7.22 Change Evaluation Triggers, Inputs and Outputs

    00:37

  • 7.23 Change Evaluation Interfaces with other Lifecycle Stages

    01:00

  • 7.24 Change Evaluation Interfaces with other Lifecycle Stages

    00:54

  • 7.25 Change Evaluation Information Management

    00:33

  • 7.26 Critical Success Factors (CSF's) and Key Performance Indicators (KPI's)

    02:00

  • 7.27 Change Evaluation: Challenges

    01:14

  • 7.28 Change Evaluation: Risks

    00:50

  • 7.29 Learning Unit Summary

    01:05

  • 7.30 Quiz

• Learning Unit 08 - Knowledge Management

  52:41Preview

  • 8.1 Learning Unit 8

    01:03

  • 8.2 Purpose and Objectives of Knowledge Management

    01:27

  • 8.3 Scope of Knowledge Management

    00:47

  • 8.4 Knowledge Management Value to Business

    01:55

  • 8.5 Knowledge Management Value to Business w.r.t Service Transition

    01:08

  • 8.6 Knowledge Management Value to Business w.r.t Service Transition

    00:53

  • 8.7 Knowledge Management Policies

    00:51

  • 8.8 The Data to Information to Knowledge to Wisdom structure

    03:25

  • 8.9 The Flow from Data to Wisdom

    00:19

  • 8.10 The Service Knowledge Management System (SKMS)

    01:18

  • 8.11 Examples of items that should be stored in an SKMS (1 of 2)

    01:12

  • 8.12 Examples of items that should be stored in an SKMS (2 of 2)

    01:22

  • 8.13 Examples of Data and Information in the SKMS

    00:18

  • 8.14 Effective Knowledge Management Strategy

    01:45

  • 8.15 Steps In Knowledge Identification, Capture and Maintenance

    01:14

  • 8.16 Techniques for Enabling Knowledge Transfer

    05:39

  • 8.17 Do You Remember? Techniques for Knowledge Transfer (Quiz)

    00:12

  • 8.18 Managing Data, Information and Knowledge

    01:25

  • 8.19 Managing Data, Information and Knowledge

    02:10

  • 8.20 Managing Data, Information and Knowledge

    01:11

  • 8.21 An Architecture for Service Knowledge Management

    05:37

  • 8.22 Managing Data, Information and Knowledge

    02:41

  • 8.23 Managing Data, Information and Knowledge

    00:48

  • 8.24 Knowledge Management Process Triggers

    00:43

  • 8.25 Knowledge Management Process Inputs and Outputs

    01:10

  • 8.26 Knowledge Management Process Inputs and Outputs

    01:04

  • 8.27 Knowledge Management Process Inputs and Outputs

    00:45

  • 8.28 Knowledge Management Interfaces with Other Lifecycle stages

    00:53

  • 8.29 Important Aspects of Knowledge Management to Understand

    00:26

  • 8.30 Critical Success Factors (CSF's) and Key Performance Indicators (KPI's)

    02:04

  • 8.31 Critical Success Factors (CSF's) and Key Performance Indicators (KPI's)

    01:03

  • 8.32 Measuring benefit from Knowledge Transfer

    01:43

  • 8.33 Knowledge Management: Challenges

    00:52

  • 8.34 Knowledge Management: Risks

    00:45

  • 8.35 Relationship between CSI and Knowledge Management

    00:36

  • 8.36 Knowledge Management leads to better IT Decisions

    00:20

  • 8.37 Learning Unit Summary (1 of 2)

    00:54

  • 8.38 Learning Unit (2 of 2)

    00:43

  • 8.39 Quiz

• Learning Unit 09 - RCV Roles and Responsibilities

  39:27Preview

  • 9.1 Learning Unit 9

    00:43

  • 9.2 Service Owner Responsibilities (1 of 3)

    01:04

  • 9.3 Service Owner Responsibilities ( 2 of 3)

    01:03

  • 9.4 Service Owner Responsibilities ( 3 of 3)

    00:32

  • 9.5 Examples of Processes that Support or Enable Services (1 of 2)

    01:08

  • 9.6 Examples of Processes that Support or Enable Services (2 of 2)

    01:10

  • 9.7 Generic Process Owner Responsibilities (1of 2)

    00:56

  • 9.8 Generic Process Owner Responsibilities (2 of 2)

    01:07

  • 9.9 Process Manager - Responsibilities

    01:13

  • 9.10 Process Practitioner - Responsibilities

    00:55

  • 9.11 Key Roles/ Functions Related to Transition Planning and Support

    01:07

  • 9.12 Key Roles/ Functions Related to Transition Planning and Support

    01:06

  • 9.13 Key Roles/ Functions Related to Transition Planning and Support

    00:53

  • 9.14 Key Roles/ Functions Related to Change Management

    00:49

  • 9.15 Key Roles/ Functions Related to Change Management

    00:37

  • 9.16 Key Roles/ Functions Related to Change Management

    00:37

  • 9.17 Key Roles/ Functions Related to Change Management

    00:59

  • 9.18 Key Roles/ Functions Related to Change Management

    00:36

  • 9.19 Key Roles/ Functions Related to Change Management

    00:55

  • 9.20 Key Roles/ Functions Related to Change Management

    00:50

  • 9.21 Key Roles/ Functions Related to Service Asset and Configuration Mgmt.

    00:41

  • 9.22 Key Roles/ Functions Related to Service Asset and Configuration Mgmt.

    01:01

  • 9.23 Key Roles/ Functions Related to Service Asset and Configuration Mgmt.

    00:44

  • 9.24 Key Roles/ Functions Related to Service Asset and Configuration Mgmt.

    00:55

  • 9.25 Key Roles/ Functions Related to Release and Deployment Management

    00:45

  • 9.26 Key Roles/ Functions Related to Release and Deployment Management

    01:11

  • 9.27 Key Roles/ Functions Related to Release and Deployment Management

    00:50

  • 9.28 Key Roles/ Functions Related to Release and Deployment Management

    01:02

  • 9.29 Key Roles/ Functions Related to Release and Deployment Management

    00:51

  • 9.30 Key Roles/ Functions Related to Release and Deployment Management

    00:50

  • 9.31 Key Roles/ Functions Related to Service Validation and Testing

    00:47

  • 9.32 Key Roles/ Functions Related to Service Validation and Testing

    01:06

  • 9.33 Key Roles/ Functions Related to Service Validation and Testing

    00:36

  • 9.34 Key Roles/ Functions Related to Service Validation and Testing

    01:08

  • 9.35 Key Roles/ Functions Related to Request Fulfillment

    00:41

  • 9.36 Key Roles/ Functions Related to Request Fulfillment

    00:49

  • 9.37 Key Roles/ Functions Related to Request Fulfillment

    00:44

  • 9.38 Key Roles/ Functions Related to Request Fulfillment

    00:52

  • 9.39 Key Roles/ Functions Related to Change Evaluation

    00:39

  • 9.40 Key Roles/ Functions Related to Change Evaluation

    00:38

  • 9.41 Key Roles/ Functions Related to Change Evaluation

    00:38

  • 9.42 Key Roles/ Functions Related to Knowledge Management

    00:30

  • 9.43 Key Roles/ Functions Related to Change Evaluation

    00:52

  • 9.44 Key Roles/ Functions Related to Knowledge Management

    00:43

  • 9.45 Key Roles/ Functions Related to Knowledge Management

    00:31

  • 9.46 Learning Unit Summary

    01:03

  • 9.47 Quiz

  • 9.48 Scenario

• Learning Unit 10 - Technology and Implementation Considerations

  01:01:15Preview

  • 10.1 Technology and implementation considerations

    01:05

  • 10.2 List of Generic requirements for integrated ITSM Technology

    00:37

  • 10.3 List of Generic requirements for integrated ITSM Technology

    01:04

  • 10.4 List of Generic requirements for integrated ITSM Technology

    01:21

  • 10.5 List of Generic requirements for integrated ITSM Technology

    00:58

  • 10.6 List of Generic requirements for integrated ITSM Technology

    01:25

  • 10.7 Benefits of Technology and Tools for Process Implementation

    01:15

  • 10.8 Defining Tool Requirements (1 of 2)

    01:39

  • 10.9 Defining Tool Requirements (2 of 2)

    01:12

  • 10.10 Evaluating Technology and Tools for Process Implementation

    05:45

  • 10.11 The Fulfilment of the Tools Requirements

    01:25

  • 10.12 Service Management Tool Evaluation Process

    01:03

  • 10.13 Evaluation Criteria

    01:22

  • 10.14 Managing Change In Service Operation

    00:28

  • 10.15 Change Triggers in Service Operations

    01:25

  • 10.16 Change Assessment and Measurement of Successful Change

    01:32

  • 10.17 Service Operation and Project Management

    01:21

  • 10.18 Assessing and Managing Risk in Service Operation

    01:24

  • 10.19 Operational staff in Service Design and Transition

    01:44

  • 10.20 Challenges Relating to Implementing ST practices and processes

    01:20

  • 10.21 Challenges Relating to Implementing ST practices and processes

    01:06

  • 10.22 Challenges Relating to Implementing ST practices and processes

    01:19

  • 10.23 CSF Relating to Implementing ST practices and processes

    03:19

  • 10.24 Risks Relating to Implementing ST practices and processes

    01:38

  • 10.25 Planning and Implementing Service Management Technologies

    00:28

  • 10.26 Planning and Implementing Service Management Technologies

    05:21

  • 10.27 Planning and Implementing Service Management Technologies

    01:20

  • 10.28 Planning and Implementing Service Management Technologies

    00:42

  • 10.29 Planning and Implementing Service Management Technologies

    01:46

  • 10.30 Planning and Implementing Service Management Technologies

    00:39

  • 10.31 Type of Knowledge Management Tools

    01:29

  • 10.32 Implementing the Collaboration for Process Execution

    00:41

  • 10.33 Implementing the Collaboration for Process Execution

    02:03

  • 10.34 Implementing the Collaboration for Process Execution

    01:21

  • 10.35 Technology Considerations for Implementing Config. Mgmt (1 of 3)

    01:58

  • 10.36 Technology Considerations for Implementing Config. Mgmt (2 of 3)

    02:57

  • 10.37 Technology Considerations for Implementing Config. Mgmt (3 of 3)

    01:54

  • 10.38 Scenario and Questions

    00:13

  • 10.39 Answers

    00:09

  • 10.40 Answers

    00:06

  • 10.41 Learning Unit Summary

    01:21

  • 10.42 Quiz

  • 10.43 Scenario

• Learning Unit 11 - Summary Exam preparation and directed studies

  01:04Preview

  • 11.1 Summary and Directed Studies

    00:29

  • 11.2 Directed Studies and glossary

    00:08

  • 11.3 Checkpoints

    00:21

  • 11.4 Thank You

    00:06