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DEMO - ITIL Foundation Course
DEMO - ITIL Foundation CourseIT Management |
| Categories | Most Recent | Top Rated | Popular Courses |
 | Uploader | Date Added | Views | Rating |
| Superadmin | 01.01.70 | 430 | No Rating | |
| Description | ||||
| The Information Technology Infrastructure Library (ITIL) has become the standard framework for the IT service industry. In this course, instructor Mark Thomas explains what ITIL is and how it can help align IT services with the needs of your organization. The course is comprised of eight modules, drawn from ITIL objectives that follow the phases of the service life cycle. Mark explains the key principles, models, and concepts behind the ITIL model of service management, and then dives deep into the life-cycle processes, from business-relationship management to problem management, using real-word examples from his own career. Introduction 8m 54s Welcome, objective, and schedule 3m 3s Certification exam 2m 0s Qualification scheme 3m 51s 1. Service Life Cycle 21m 13s What is ITIL? 5m 35s Components and phases of a service life cycle 5m 56s Main concepts of the service life cycle 4m 52s Summary: Service life cycle 4m 50s 2. Service Management as a Practice 42m 42s IT today, IT opportunit 5m 4s What is a service 4m 51s What is service management? 3m 15s What comprises value? 3m 18s The 4 Ps of service design 2m 21s Key IT service management roles 3m 57s Governance 2m 24s Other quality frameworks: ISO/IEC 20000 and the Plan-Do-Check-Act (PCDA) model 14m 2s Summary: Service management as a practice 3m 30s 3. Key Principles, Models, and Concepts 47m 30s Processes 7m 11s Processes, tools, and automation 5m 19s Functions 3m 42s Specific roles 8m 18s The Responsible, Accountable, Contribution, Informed (RACI) model 2m 31s Risk management 4m 13s Business case 2m 19s Communication 3m 18s Service portfolio, pipeline, and catalog 3m 48s Prioritizatio 3m 44s Summary: Key principles, models, and concepts 3m 7s 4. Life-Cycle Phases 1h 23m Service Strategy: Goal, scope, processes, and key concepts 6m 37s Service Strategy: Value creation 4m 56s Value to the business of Service Strategy 2m 52s Service Design: Goal, scope, processes, and key concepts 5m 43s Five aspects of Service Design 3m 34s Service Design package 2m 23s Value to the business of Service Design 2m 30s Service Transition: Goal, scope, processes, and key concepts 6m 38s Service Knowledge Management System 5m 5s Value to the business of Service Transition 4m 8s Service Operation: Purpose, scope, processes, and key concepts 5m 23s Value to the business of Service Operation 3m 17s Continual Service Improvement: Goal, process, and key concepts 5m 48s Service measurement systems and metrics 8m 21s The Continual Service Improvement register 2m 50s The Continual Service Improvement model 3m 12s The Plan-Do-Check-Act (PCDA) model 1m 52s Value to the business of Continual Service Improvement 1m 41s Integration of the five core phases 1m 43s Summary: Life-cycle phases 4m 50s 5. Life-Cycle Processes: Part One 1h 32m Service Strategy: Phase and processes overview 1m 34s Service portfolio management 6m 5s Financial management for IT services 3m 57s Business relationship management 5m 13s Service Design: Phase and processes overview 2m 12s Service Design coordination 5m 16s Service Catalog key concepts 4m 31s More Service Catalog key concepts 4m 17s Service Level Management: Overview and key concepts 10m 8s Key activities of Service Level Management 3m 59s Interfaces with Service Level Management 3m 18s Availability management 9m 1s Capacity management 8m 50s IT Service Continuity Management 11m 25s Security management 7m 16s Supplier management 5m 7s 6. Life-Cycle Processes: Part Two 2h 21m Service Transition: Phase and process overview 2m 11s Transition Planning and Support 3m 38s Service Asset and Configuration Management 6m 39s Configuration Management System 6m 25s Definitive Media Library 3m 8s Change management 13m 0s Change models 3m 21s Change Advisory Board and Emergency Change Advisory Board 4m 37s Activities of change management 4m 53s The seven Rs of change management 2m 30s Change management interfaces 6m 26s Release and Deployment Management 8m 49s The four phases of Release and Deployment Management 4m 12s Knowledge management 2m 13s Data, Information, Knowledge, Wisdom structure 1m 5s Service Knowledge Management System 3m 27s Service Operation: Phase and process overview 1m 44s Event management 8m 6s Incident management 6m 34s Key concepts of incident management 3m 24s Incident models 1m 52s Activities of incident management 6m 18s Incident-management interfaces 4m 10s Problem management 4m 55s Key concepts of problem management 3m 30s Problem-management activities 7m 9s Problem-management interfaces 3m 27s Request fulfillment 4m 52s Access management 3m 23s Continual Service Improvement: Phase and process overview 58s Seven-step improvement process 3m 2s Summary: Life-cycle processes 1m 36s 7. Service-Management Functions 25m 40s Service Desk and objectives 6m 24s Service Desk organizational structure 4m 45s Functions overview 2m 43s Application management 3m 52s Technical management 2m 49s IT operations management 3m 22s Summary: Functions 1m 45s | ||||
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