ITIL

ITIL V3 Foundation (Without Exam)

• Getting Started with ITIL® Foundation

  08:14Preview

  • Getting started with ITIL® Foundation

    08:14

• 1.1 - Introduction to Service Management

  20:59Preview

  • 1 Introduction to Service Management Lifecycle

    00:27

  • 2 Principles of IT Service Management

    00:14

  • 3 Objectives

    00:24

  • 4 IT Service Management-Best Practices

    01:09

  • 5 Public and Proprietary Practices

    01:17

  • 6 Knowledge Check

  • 7 Service Introduction

    01:21

  • 8 Service Management

    02:55

  • 9 Service Management Practice

    01:22

  • 10 Challenges in Service Management

    00:53

  • 11 Benefits of IT Service Management

    00:29

  • 12 Stakeholders in Service Management

  • 13 Internal and External Customers

    00:57

  • 14 Internal and External Services

    01:18

  • 15 Process

    01:45

  • 16 Process Characteristics

    00:33

  • 17 Functions Related to Service Management

    02:13

  • 18 How Processes and Functions Operate

    00:45

  • 19 Roles in Service Management

  • 20 RACI Model

    01:04

  • 21 RACI Model (contd.)

    00:28

  • 22 Types of Service Providers

  • 23 Supplier and Contracts

    00:45

  • 24 Knowledge Check

  • 25 Summary

    00:40

• 1.2 - Service Management Lifecycle

  03:39Preview

  • 1 The Service Lifecycle

    00:12

  • 2 Objectives

    00:20

  • 3 Components of Service Management Lifecycle

  • 4 Interactions in the Service Lifecycle

    01:08

  • 5 Relationship between Governance and ITSM

    01:13

  • 6 Summary

    00:46

• 1.3 - Quiz

  00:14

  • 1 Quiz

  • 2 Thank You

    00:14

• 2.1 - Introduction to Service Strategy

  04:44

  • 1 Introduction to Service Strategy

    00:27

  • 2 Service Strategy

    00:20

  • 3 Objectives

    00:23

  • 4 Service Strategy-Overview

  • 5 Service Strategy Processes

    00:44

  • 6 Types of Services

    01:59

  • 7 Service Strategy-Customers and Users

    00:20

  • 8 KNOWLEDGE CHECK

  • 9 Summary

    00:31

• 2.2 - Service Strategy Concepts

  16:07Preview

  • 1 Service Strategy Concepts

    00:16

  • 2 Objectives

    00:15

  • 3 Service Utility and Warranty

    01:37

  • 4 Service Utility and Warranty (contd.)

    01:26

  • 5 Service Assets

    01:02

  • 6 KNOWLEDGE CHECK

  • 7 Value Creation

    00:33

  • 8 Value Creation (contd.)

    00:43

  • 9 Factors that Influence Customer Perception of Value

    00:18

  • 10 Customer Perception of Value

    00:37

  • 11 Business Outcomes

    01:21

  • 12 Business Outcomes (contd.)

    01:32

  • 13 Service Packages

  • 14 Service Packages (contd.)

    00:38

  • 15 Business Case and Its Uses

    00:51

  • 16 Business Case Structure

    00:29

  • 17 Risk

    01:10

  • 18 Service Management Technology and Automation

    00:43

  • 19 Automation Benefits

    00:46

  • 20 Service Management Tools

    01:14

  • 21 Summary

    00:36

• 2.3 - Service Strategy Processes

  12:09Preview

  • 1 Service Strategy Processes

    00:19

  • 2 Objectives

    00:28

  • 3 Demand Management-Overview

  • 4 Managing Demand for Services

    01:21

  • 5 PBA and UP

    00:34

  • 6 PBA and UP (contd.)

    01:36

  • 7 Service Portfolio Management-Introduction

    00:51

  • 8 Service Portfolio Management-Overview

  • 9 Service Portfolio-Components

    02:13

  • 10 Service Portfolio Management-Process

    01:55

  • 11 Financial Management-Overview

  • 12 Financial Management-Activities

  • 13 Financial Management-Benefits

    00:46

  • 14 KNOWLEDGE CHECK

  • 15 Business Relationship Management-Overview

  • 16 BRM External and Internal Service Providers

    00:52

  • 17 Business Relationship Manager Responsibilities

    00:35

  • 18 Summary

    00:39

• 2.4 - Quiz

  00:15Preview

  • 1 Quiz

  • 2 Thank You

    00:15

• 3.1 - Introduction to Service Design

  03:04Preview

  • 1 Service Design

    00:28

  • 2 Introduction to Service Design

    00:12

  • 3 Objectives

    00:18

  • 4 Service Design-Overview

  • 5 Roles in Service Design

    00:50

  • 6 Roles in Service Design (contd.)

    00:30

  • 7 Summary

    00:46

• 3.2 - Key Concepts in Service Design

  04:15

  • 1 Key Concepts in Service Design

    00:16

  • 2 Lesson Objectives

    00:19

  • 3 4 P’s of Service Design

  • 4 Major Aspects of Service Design

    02:03

  • 5 Service Design Package

    00:57

  • 6 Summary

    00:40

• 3.3 - Service Design Processes

  35:34Preview

  • 1 Service Design Processes

    00:10

  • 2 Objectives

    00:18

  • 3 Service Catalogue Management-Overview

  • 4 Service Catalogue Management Two View Structure

  • 5 Service Catalogue Management Three View Structure

    01:00

  • 6 Service Catalogue Management Three View Structure (contd.)

    00:33

  • 7 Role of Service Catalogue Manager

  • 8 Service Level Management-Overview

  • 9 Service Level Management-Process Activities

    01:28

  • 10 Service Level Management-Key Terms

    00:42

  • 11 Relationship between Service Catalogues and Agreements

    01:57

  • 12 Service Level Management Designing SLA Structures

    00:31

  • 13 Service Level Management Designing SLA Structures (contd.)

    03:38

  • 14 Content of an SLA

    01:01

  • 15 Service Level Management-service Review

    00:34

  • 16 Service Improvement Program

    00:37

  • 17 Interfaces To Service Level Management

    00:39

  • 18 Service Level Management Vs. Business Relationship Management

    01:08

  • 19 Supplier Management-Overview

  • 20 Supplier And Contract Management Information System

    01:48

  • 21 Supplier Management And Service Level Management

    00:59

  • 22 Supplier Categorisation

    01:52

  • 23 Role Of Supplier Manager

    00:56

  • 24 Capacity Management-Overview

  • 25 Capacity Management-Process Activities

    02:52

  • 26 Sub Processes in Capacity Management

  • 27 Capacity Management-Capacity Plan

    00:37

  • 28 Availability Management-Overview

  • 29 Availability Management-Key Terms

    01:40

  • 30 Availability Management-Expanded Incident Lifecycle

    01:45

  • 31 Concepts Related To Expanded Incident Lifecycle

    01:34

  • 32 IT Service Continuity Management-Overview

  • 33 IT Service Continuity Management-Key Terms

    00:42

  • 34 IT Service Continuity Management-lifecycle Activities

    01:47

  • 35 Information Security Management-Overview

  • 36 Information Security Framework

    00:39

  • 37 IT Security Policy

    01:21

  • 38 Information Security Management System

    01:45

  • 39 Design Coordination-Overview

  • 40 Design Coordination And Governance

    00:25

  • 41 Summary

    00:36

• 3.4 - Quiz

  00:14

  • 1 Quiz

  • 2 Thank You

    00:14

• 4.1 - Introduction to Service Transition

  04:10Preview

  • 1 Introduction to Service Transition

    00:29

  • 2 Service Transition

    00:10

  • 3 Objectives

    00:25

  • 4 Service Transition-Overview

  • 5 Configuration Item

    00:47

  • 6 Configuration Management System

    01:43

  • 7 Summary

    00:36

• 4.2 - Service Transition Processes

  28:01Preview

  • 1 Service Transition Processes

    00:11

  • 2 Objectives

    00:37

  • 3 Introduction to Service Transition Processes

    01:00

  • 4 Transition, Planning and Support

  • 5 Introduction to Change Management

    01:20

  • 6 Change Management-Overview

  • 7 Change Model

    00:57

  • 8 Types of Change

    01:00

  • 9 Key Terminologies

    01:11

  • 10 Change Proposal

    00:49

  • 11 Change Management Process-Change Flow

  • 12 Change Advisory Board

    00:57

  • 13 Change Manager-Responsibilities

    00:47

  • 14 7 R’s of Change Management

    00:58

  • 15 Change Metrics

    01:33

  • 16 Key Challenges in Change Management

    01:15

  • 17 Service Asset and Configuration Management-Overview

  • 18 Knowledge Check

  • 19 Configuration Baseline and Database

  • 20 Definitive Media Library

    00:40

  • 21 CMDB and DML

    00:54

  • 22 Secure Library and Secure Stores

    00:38

  • 23 SACM-Logical Model

    01:16

  • 24 Relationship between CMDB, CMS and SKMS

    01:38

  • 25 Introduction to Release and Deployment Management

    02:00

  • 26 Release and Deployment Management-Overview

  • 27 Release Policy

    01:42

  • 28 Types of Releases

    00:53

  • 29 Release and Deployment Approaches

    02:27

  • 30 RDM Phases

  • 31 Introduction to Knowledge Management

    00:51

  • 32 Knowledge Management-Overview

  • 33 Data-Information-Knowledge-Wisdom

    01:40

  • 34 Summary

    00:47

• 4.3 - Quiz

  00:14

  • 1 Quiz

  • 2 Thank You

    00:14

• 5.1 - Introduction to Service Operations

  08:06Preview

  • 1 Service Operation

    00:30

  • 2 Introduction to Service Operations

    00:09

  • 3 Objectives

    00:23

  • 4 Service Operations-Overview

  • 5 Role of Communication

    00:33

  • 6 Types of Communication

    00:52

  • 7 Events

    01:04

  • 8 Alerts and Incidents

    01:09

  • 9 Problems and Workarounds

    01:07

  • 10 Known Error and Known Error Database

    01:03

  • 11 Priority

    00:40

  • 12 Summary

    00:36

• 5.2 - Service Operations Processes

  18:33Preview

  • 1 Service Operations Processes

    00:11

  • 2 Objectives

    00:19

  • 3 Event Management-Overview

  • 4 Event Management-Process Activities

    02:28

  • 5 Event Logging and Filtering

    01:15

  • 6 Manage Exceptional Events

    01:46

  • 7 Manage Informational and Warning Events

    01:50

  • 8 Knowledge Check

  • 9 Incident Management-Overview

  • 10 Incident Management-Basic Concepts

    01:24

  • 11 Incident Management-Process Flow

  • 12 Process Interfaces

    01:48

  • 13 Problem Management-Overview

  • 14 Types of Problem Management Processes

    01:25

  • 15 Reactive Problem Management-Process Flow

    02:41

  • 16 Problem Management-Interface with Other Processes

    01:57

  • 17 Request Fulfillment-Overview

  • 18 Service Request

    00:42

  • 19 Access Management-Overview

  • 20 Summary

    00:47

• 5.3 - Functions

  09:44Preview

  • 1 Functions

    00:10

  • 2 Objectives

    00:28

  • 3 Service Desk-Overview

  • 4 Local Service Desk

    01:13

  • 5 Centralised Service Desk

    00:46

  • 6 Virtual Service Desk

    01:03

  • 7 Follow The Sun Service Desk

    00:55

  • 8 Specialised Service Desk

    01:01

  • 9 Service Desk Staffing

  • 10 Service Desk-Skills Required

    00:41

  • 11 Service Desk Metrics

    01:29

  • 12 Technical Management-Overview

  • 13 Application Management-Overview

  • 14 Application Management vs. Application Development

    01:16

  • 15 IT Operations Management-Overview

  • 16 Summary

    00:42

• 5.4 - Quiz

  00:14

  • 1 Quiz

  • 2 Thank You

    00:14

• 6.1 - Introduction to Continual Service Improvement

  01:49

  • 1 Introduction to Continual Service Improvement

    00:47

  • 2 Continual Service Improvement

    00:11

  • 3 Objectives

    00:20

  • 4 CSI-Overview

  • 5 Summary

    00:31

• 6.2 - Key Principles and Models

  09:16Preview

  • 1 Key Principles and Models

    00:10

  • 2 Objectives

    00:21

  • 3 CSI and Organisational Change

    00:43

  • 4 CSI Register

  • 5 Service Measurement

    00:38

  • 6 CSI Monitor and Measure

    00:52

  • 7 Types of Metrics

    01:56

  • 8 CSI-Measurement and Metrics

    00:26

  • 9 CSF and KPI-Examples

    00:16

  • 10 CSI: PDCA-Deming Cycle

  • 11 Seven-Step Improvement Process-Overview

    00:53

  • 12 Seven-Step Improvement Process-Scope

    00:46

  • 13 Seven-Step DIKW Model

    01:30

  • 14 CSI Model

  • 15 Summary

    00:45

• 6.3 - Quiz

  00:10

  • 1 Quiz

  • 2 Thank You

    00:10

• 07 - Assessment

  • Assessment

• Final Words

  05:27

  • Final Words

    05:27

• Tips and Tricks

  31:01Preview

  • Introduction

    03:12

  • Service Management As Practice

    04:08

  • Service Strategy

    03:44

  • Service Design

    04:07

  • Service Transition

    03:47

  • Service Operation

    03:51

  • Continual Service Improvement

    01:52

  • Service Desk

    01:00

  • Tricky Questions

    01:44

  • Time Management

    02:00

  • Other Roles

    01:36