ITIL Intermediate RCV Certification Training in Mumbai, India

The target group of the ITIL Intermediate RCV Certificate includes operational staff involved in change management, release and deployment management, service validation and testing, service asset and configuration management, request fulfillment, change evaluation and knowledge management, and for those who wish to enhance their role-based capabilities.

To be eligible for the examination leading to the ITIL RCV Certificate, you must undertake at least 30 contact hours with an Accredited Training Organization (ATO) or an accredited e-learning solution for this syllabus as part of a formal, approved training program. You should also hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications). It is highly recommended that you have two to four years of professional experience working in IT service management.

• ITIL® Intermediate RCV

  Preview

  • 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