ITIL Basics: Beginners Guide to ITIL

Introduction to ITIL® 2011 Course

• 0.1 - Overview of ITIL 2011

  07:06Preview

  • 1 Overview of ITIL 2011

    00:17

  • 2 Course Objectives

    00:30

  • 3 ITIL - Introduction

    01:28

  • 4 Overview of ITIL

    01:15

  • 5 Course Agenda

    00:38

  • 6 ITIL 2011 Qualification Scheme

    02:46

  • 7 Conclusion

    00:12

• 1.1 - Introduction to service management

  19:30Preview

  • 1 Introduction to Service Management Lifecycle

    00:26

  • 2 Principles of IT Service Management

    00:13

  • 3 Objectives

    00:24

  • 4 IT Service Management - Best Practices

    00:59

  • 5 Public and Proprietary Practices

    01:24

  • 6 Service - Introduction

    01:20

  • 7 Challenges in Service Management

    01:00

  • 8 Benefits of IT Service Management

    00:26

  • 9 Stakeholders in Service Management

    01:22

  • 10 Internal and External Customers

    00:58

  • 11 Internal and External Services

    00:43

  • 12 Process and its Characteristics

    00:49

  • 13 Functions Related to Service Management

    00:24

  • 14 Function Related to Service Management (contd.)

    01:50

  • 15 Roles in Service Management

    01:14

  • 16 Service Owner - Responsibilities

    00:25

  • 17 Process Owner - Responsibilities

    01:25

  • 18 RACI Model

    01:01

  • 19 RACI Model (contd.)

    00:26

  • 20 Types of Service Providers

    01:27

  • 21 Supplier and Contracts

    00:35

  • 22 Summary

    00:39

• 1.2 - Service management lifecycle

  03:35Preview

  • 1 Lesson 2 - The Service Lifecycle

    00:10

  • 2 Objective

    00:14

  • 3 Service Management Lifecycle Components

    02:30

  • 4 Summary

    00:41

• 1.3 - Quiz

  00:12

  • 1 Quiz      

  • 2 Thank you 

    00:12

• 2.1 - Introduction to Service Strategy

  05:21Preview

  • 1 Introduction to Service Strategy

    00:20

  • 2 Lesson 1-Introduction to Service Strategy

    00:16

  • 3 Objectives 

    00:19

  • 4 Service Strategy-Overview

    02:07

  • 5 Types of Services

    01:09

  • 6 Types of Services-Example

    00:34

  • 7 Service Strategy-Customers and Users

    00:16

  • 8 Summary

    00:20

• 2.2 - Service Strategy Concepts

  13:14Preview

  • 1 Service Strategy Concepts

    00:14

  • 2 Objectives  

    00:20

  • 3 Service Utility and Warranty

    01:35

  • 4 Service Utility and Warranty (contd.)

    01:23

  • 5 Service Assets

    00:59

  • 6 Service Assets - Examples

    00:10

  • 7 Value Creation

    00:57

  • 8 Factors Influencing Customer Perception of Value

    00:21

  • 9 Business Outcomes

    01:26

  • 10 Service Packages

    00:38

  • 11 Business Case and Its Uses

    00:49

  • 12 Risk

    01:11

  • 13 Service Management Technology and Automation

    00:40

  • 14 Automation Benefits

    00:44

  • 15 Service Management Tools

    01:13

  • 16 Summary

    00:34

• 2.3 - Service Strategy Processes

  14:37Preview

  • 1 Lesson 3 - Service Strategy Processes

    00:08

  • 2 Objectives   

    00:26

  • 3 Demand Management - Overview

    01:18

  • 4 Patterns of Business Activity and User Profile

    00:36

  • 5 Service Portfolio Management - Overview

    02:02

  • 6 Service Portfolio - Components

    02:13

  • 7 Financial Management - Overview

    02:03

  • 8 Financial Management - Activities

    01:04

  • 9 Financial Management - Benefits

    00:39

  • 10 Business Relationship Management - Overview

    02:04

  • 11 BRM - External and Internal Service Providers

    00:53

  • 12 Business Relationship Manager - Responsibilities

    00:33

  • 13 Summary

    00:38

• 2.4 - Quiz

  00:12Preview

  • 1 Quiz     

  • 2 Thank You  

    00:12

• 3.1 - Introduction to service design

  04:32Preview

  • 1 Service Design

    00:24

  • 2 Introduction to Service Design

    00:10

  • 3 Objectives    

    00:16

  • 4 Service Design Overview

    01:51

  • 5 Roles in Service Design Phase Process Manager

    00:46

  • 6 Roles in Service Design Phase Process Practitioner

    00:26

  • 7 Summary

    00:39

• 3.2 - Key concepts in service design

  03:06

  • 1 Key Concepts in Service Design

    00:13

  • 2 Objectives     

    00:15

  • 3 4 Ps of Service Design

    01:20

  • 4 Service Design Package

    00:52

  • 5 Summary

    00:26

• 3.3 - Service design processes

  22:14Preview

  • 1 Service Design Processes

    00:08

  • 2 Objectives      

    00:37

  • 3 Service Catalogue Management - Overview

    01:14

  • 4 Service Catalogue Manager - Responsibilities

    00:35

  • 5 Service Level Management - Overview

    01:26

  • 6 Service Level Management - Key Terms

    00:39

  • 7 Supplier Management - Overview

    01:05

  • 8 Supplier Management and Service Level Management

    00:39

  • 9 Supplier Categorisation

    00:58

  • 10 Supplier Manager

    00:33

  • 11 Capacity Management - Overview

    01:28

  • 12 Sub - Processes in Capacity Management

    01:06

  • 13 Capacity Management - Capacity Plan

    00:30

  • 14 Availability Management - Overview

    01:14

  • 15 Availability Management - Key Terms

    00:46

  • 16 Availability Management - Key Terms (contd.)

    00:44

  • 17 Availability Management Expanded Incident Lifecycle

    01:32

  • 18 Terms Related to Expanded Incident Lifecycle

    01:20

  • 19 IT Service Continuity Management - Overview

    01:28

  • 20 Information Security Management - Overview

    01:15

  • 21 Information Security Framework

    00:36

  • 22 IT Security Policy

    00:45

  • 23 Design Coordination - Overview

    00:52

  • 24 Summary

    00:44

• 3.4 - Quiz

  00:12

  • 1 Quiz    

  • 2 Thank You   

    00:12

• 4.1 - Introduction to Service Transition

  06:19Preview

  • 1 Service Transition

    00:25

  • 2 Introduction to Service Transition

    00:07

  • 3 Objectives       

    00:20

  • 4 Service Transition Overview

    02:26

  • 5 Configuration Item

    00:49

  • 6 Configuration Management System

    01:36

  • 7 Summary

    00:36

• 4.2 - Service Transition Processes

  31:18Preview

  • 1 Lesson 2 - Service Transition Processes

    00:09

  • 2 Objectives        

    00:44

  • 3 Transition Planning and Support - Overview

    01:39

  • 4 Change Management - Overview

    01:09

  • 5 Change Model

    00:54

  • 6 Types of Change

    00:56

  • 7 Key Terms in Service Transition

    01:11

  • 8 Change Proposal

    00:47

  • 9 Change Management Process - Change Flow

    01:46

  • 10 Change Advisory Board

    00:58

  • 11 Change Manager - Responsibilities

    00:45

  • 12 7 Rs of Change Management

    00:39

  • 13 Change Metrics

    01:15

  • 14 Challenges in Change Management

    01:09

  • 15 Service Asset and Configuration Management Overview

    01:19

  • 16 Configuration Baseline and Database

    01:16

  • 17 Definitive Media Library

    00:38

  • 18 Secure Library and Secure Stores

    00:34

  • 19 SACM - Logical Model

    01:09

  • 20 Relationship between CMDB , CMS and SKMS

    01:26

  • 21 Introduction to Release and Deployment Management

    01:01

  • 22 Release and Deployment Management Overview

    01:29

  • 23 Release Policy

    01:27

  • 24 Type of Releases

    00:56

  • 25 Release and Deployment Approaches

    02:18

  • 26 Knowledge Management Overview

    01:21

  • 27 Data Information Knowledge Wisdom

    01:39

  • 28 Summary

    00:44

• 4.3 - Quiz

  00:12

  • 1 Quiz   

  • 2 Thank you    

    00:12

• 5.1 - Service Operation

  09:58Preview

  • 1 Service Operation

    00:27

  • 2 Introduction to Service Operation

    00:08

  • 3 Objectives         

    00:22

  • 4 Service Operation Overview

    01:42

  • 5 Role of Communication

    00:33

  • 6 Types of Communication

    00:50

  • 7 Events

    01:06

  • 8 Alerts and Incidents

    01:18

  • 9 Problems and Workarounds

    01:13

  • 10 Known Error and Known Error Database

    01:01

  • 11 Priority

    00:39

  • 12 Summary

    00:39

• 5.2 - Service Operation Processes

  27:44Preview

  • 1 Service Operation Processes

    00:09

  • 2 Objectives

    00:28

  • 3 Event Management - Overview

    01:27

  • 4 Event Management - Process Activities

    02:30

  • 5 Event Logging and Filtering

    01:10

  • 6 Manage Exceptional Events

    01:49

  • 7 Manage Informational and Warning Events

    00:56

  • 8 Manage Informational and Warning Events (contd.)

    01:06

  • 9 Incident Management - Overview

    01:43

  • 10 Incident Management - Scenario

    01:07

  • 11 Incident Management - Basic Concepts

    01:28

  • 12 Incident Management - Process Flow

    02:13

  • 13 Process Interfaces

    01:55

  • 14 Problem Management - Overview

    01:10

  • 15 Problem Management - Sub - Processes

    01:23

  • 16 Reactive Problem Management - Process Flow

    02:43

  • 17 Request Fulfilment - Overview

    01:45

  • 18 Service Request

    00:45

  • 19 Access Management - Overview

    01:14

  • 20 Summary

    00:43

• 5.3 - Functions

  13:50Preview

  • 1 Functions

    00:11

  • 2 Objectives

    00:27

  • 3 Service Desk - Overview

    01:41

  • 4 Local Service Desk

    00:37

  • 5 Centralised Service Desk

    00:36

  • 6 Virtual Service Desk

    01:15

  • 7 Follow - the - sun Service Desk

    01:03

  • 8 Specialised Service Desk

    00:50

  • 9 Service Desk Staffing

    01:48

  • 10 Service Desk Metrics

    01:01

  • 11 Technical Management - Overview

    01:08

  • 12 Application Management - Overview

    01:01

  • 13 IT Operations Management - Overview

    01:30

  • 14 Summary

    00:42

• 5.4 - Quiz

  00:12

  • 1 Quiz  

  • 2 Thank you     

    00:12

• 6.1 - Introduction to Continual Service Improvement

  04:41Preview

  • 1 Introduction to Continual Service Improvement

    00:41

  • 2 Introduction to CSI

    00:10

  • 3 Objectives

    00:20

  • 4 CSI - Overview

    02:55

  • 5 Summary

    00:35

• 6.2 - Key Principles and Models

  07:43Preview

  • 1 Key Principles and Models

    00:11

  • 2 Objectives          

    00:19

  • 3 CSI Register

  • 4 Benefits of CSI Register

    00:36

  • 5 CSI - Monitor and Measure

    00:55

  • 6 Types of Metrics

    01:19

  • 7 CSI - Measurement and Metrics

    00:24

  • 8 CSF and KPI - Examples

    00:15

  • 9 CSI PDCA - Deming Cycle

    00:48

  • 10 Seven - Step Improvement Process - Overview

    00:49

  • 11 Seven - Step Improvement Process , DIKW Structure and PDCA

    01:32

  • 12 Summary

    00:35

• 6.3 - Quiz

  00:09

  • 1 Quiz 

  • 2 Thank you     

    00:09