IT Service Management Foundation - ITSM Certification Training based on ISO/IEC 20000

ITSM

• ITSM

  06:24:07Preview

  • 1.1 Intoduction Slide

    01:13

  • 1.2 Welcome and Administration

    01:29

  • 1.3 Structure of the Training

    01:37

  • 1.4 Structure of the Training(Contd.)

    01:07

  • 1.5 ISO IEC20000 Qualification Program

    04:11

  • 1.6 Examination Format

    00:56

  • 1.7 Course Material Goal

    00:36

  • 1.8 Core Concepts of IT Service Management

    01:14

  • 1.9 What Quality is and Why It is Important

    01:40

  • 1.10 Quality Policy

    01:11

  • 1.11 Relationship Between IT Services and Quality

    01:20

  • 1.12 Principles of Quality Management

    00:57

  • 1.13 Quality Management System

    00:59

  • 1.14 Objective of a Quality Management System

    01:11

  • 1.15 Steps to Establish a Quality Management System

    01:06

  • 1.16 Service

    03:16

  • 1.17 Factors Required to Provide an IT Service

    01:05

  • 1.18 Process

    01:24

  • 1.19 Benefits of a Process based Approach

    01:48

  • 1.20 Characteristics of a Process

    01:13

  • 1.21 Service Management

    04:55

  • 1.22 Benefits of IT Service Management

    00:41

  • 1.23 Risks of IT Service Management

    00:31

  • 1.24 Role of Tools Used Within IT Service Management

    01:23

  • 1.25 The Applications of the PDCA Cycle

    01:38

  • 1.26 Core Concepts of Quality Frameworks

    01:00

  • 1.27 ISO IEC20000 1 2011

    02:34

  • 1.28 ISO IEC20000 Parts

    03:52

  • 1.29 ISO IEC20000 Parts

    02:27

  • 1.30 PDCA Methodology

  • 1.31 ITSM20 Program Principles

    00:48

  • 1.32 Who Uses ISO IEC20000

    01:22

  • 1.33 ISO IEC20000 The SMS

    01:29

  • 1.34 Purpose and Benefits of ISO IEC20000

    00:33

  • 1.35 Benefits of ISO IEC20000

    01:55

  • 1.36 Related Standards Overview

    01:38

  • 1.37 ISO9000

    02:20

  • 1.38 ISO IEC27000

    03:00

  • 1.39 Six Sigma

    03:21

  • 1.40 IT Infrastructure Library(ITIL)

    03:53

  • 1.41 ITIL Version2

    01:50

  • 1.42 ITIL 2011

    02:51

  • 1.43 Mapping ISO20000Standard to the Service Lifecycle

    00:58

  • 1.44 Mapping Deming Cycle to the Service Lifecycle

    02:44

  • 1.45 What is(not) ITIL

    03:13

  • 1.46 Process Document Contents

    01:43

  • 1.47 Microsoft Operations Framework(MOF)

    03:58

  • 1.48 MOF4. Framework

    04:01

  • 1.49 Capability Maturity Model Integration(CMMI)

    02:31

  • 1.50 CMM CMMI Maturity Levels

    02:45

  • 1.51 Capability Assessments

    01:41

  • 1.52 Types of Capability Assessments

    02:52

  • 1.53 ISO IEC15504

    05:25

  • 1.54 COBIT

    03:29

  • 1.55 COBIT Framework

    03:57

  • 1.56 Company Specific Standards

    01:01

  • 1.57 Complementary Frameworks Technologies

    00:54

  • 1.58 ITIL 2011

    01:14

  • 1.59 ITIL and ISO IEC20000

    01:32

  • 1.60 COBIT5

    03:38

  • 1.61 Six Sigma

    00:58

  • 1.62 ISO9001 Quality Management Systems

  • 1.63 ISO IEC27001

  • 1.64 ISO IEC38500

    02:03

  • 1.65 ISO IEC38500 2

    01:00

  • 1.66 New Technologies

    02:51

  • 1.67 How it All Fits

    00:59

  • 1.68 Introduction to Management Systems

    00:45

  • 1.69 Management System

    01:14

  • 1.70 Roles and Responsibilities of Management

    01:22

  • 1.71 Roles and Responsibilities of Management(Contd.)

    00:51

  • 1.72 Objective of a Service Management System(SMS)

    01:05

  • 1.73 General Management Responsibilities

    00:49

  • 1.74 General Governance Principles

    00:50

  • 1.75 Importance of Documentation and Basic Requirements for Documentation

    01:05

  • 1.76 Documentation Best Practices

    00:48

  • 1.77 Requirements for Resource Management

    00:58

  • 1.78 The SMS

    01:44

  • 1.79 Core Concepts of the Service Management System(SMS)

    01:05

  • 1.80 Objective of Planning and Improving Service Management

    00:39

  • 1.81 Objective of Planning and Improving Service Management

    00:57

  • 1.82 Continual Improvement Methodology for Service Management Processes

    01:14

  • 1.83 PDCA in Service Management

    01:18

  • 1.84 Plan Service Management

    00:44

  • 1.85 Planning for Service Management

    01:03

  • 1.86 Service Management Plan

    01:00

  • 1.87 Service Management Plan(Contd.)

    01:07

  • 1.88 Service Management Plan

    00:59

  • 1.89 Service Management Plan

    00:39

  • 1.90 Key Principles of Producing and Implementing a Service Management Plan

    00:15

  • 1.91 Implementing Service Management

    00:56

  • 1.92 Requirements for Monitoring Measuring Reviewing and Improving the Processes

    00:24

  • 1.93 Achievement of Objectives

    02:22

  • 1.94 Comparison Characteristics of Assessments and Audits

    01:08

  • 1.95 Comparison Characteristics of Assessments and Audits

    00:51

  • 1.96 Audit Program

    01:09

  • 1.97 Management Review

    00:56

  • 1.98 Continual Improvement

    00:20

  • 1.99 Policy

    00:34

  • 1.100 Management of Improvement

    00:46

  • 1.101 Activities to be Carried Out

    00:36

  • 1.102 Activities to be Carried Out(Contd.)

    00:43

  • 1.103 Service Design and Transition

    00:14

  • 1.104 Management Requirements for NewChanged Services

    01:22

  • 1.105 Management Requirements for NewChanged Services(Contd.)

    00:38

  • 1.106 Management Requirements for NewChanged Services(Contd.)

    00:40

  • 1.107 Requirements for Planning NewChanged Services

    00:40

  • 1.108 Requirements for Designing NewChanged Services

    01:02

  • 1.109 Requirements for Designing NewChanged Services(Contd.)

    00:28

  • 1.110 Requirements for Transitioning NewChanged Services

    01:12

  • 1.111 Service Delivery Processes and Their Relationships

    01:09

  • 1.112 Service Level Management Purpose Objectives Scope

    02:36

  • 1.113 Service Level Management Process Activities

    02:25

  • 1.114 Service Level Management Terminology

    03:59

  • 1.115 Service Level Management Key Terms Illustrated

    02:49

  • 1.116 Service Level Management Designing SLA Structures

    03:48

  • 1.117 Service Level Management SLA Content

    01:24

  • 1.118 Service Level Management Service Review

    01:11

  • 1.119 Service Level Management Service Improvement Program(SIP)

    01:03

  • 1.120 Service Level Management Interfaces to SLM

    01:30

  • 1.121 Service Level Management Best Practices

    01:40

  • 1.122 Service Reporting

    01:29

  • 1.123 Minimum Requirements

    02:09

  • 1.124 Service Reporting Interfaces

    01:07

  • 1.125 IT Service Continuity Management Purpose Objectives Scope

    01:51

  • 1.126 IT Service Continuity Management Key Terms Explained

    02:47

  • 1.127 IT Service Continuity Management Key Terms Explained(Contd.)

    02:03

  • 1.128 IT Service Continuity Management Lifecycle Activities

    02:30

  • 1.129 Service Continuity Management Interfaces

    01:56

  • 1.130 Service Continuity Management Best Practices

    00:41

  • 1.131 Availability Management Process Purpose Objectives Scope

    02:11

  • 1.132 Availability Management Key Terms Explained

    02:18

  • 1.133 Availability Management Key Terms Explained(Contd.)

    01:45

  • 1.134 Availability Management Interfaces

    01:32

  • 1.135 Availability Management Best Practices

    00:59

  • 1.136 Budgeting and Accounting for Services Purpose

    01:01

  • 1.137 Budgeting and Accounting for Services Objectives

    01:11

  • 1.138 Budgeting and Accounting for Services Scope

    02:25

  • 1.139 Budgeting and Accounting for Services Activities

    02:36

  • 1.140 Budgeting and Accounting for Services Benefits

    01:03

  • 1.141 Budgeting and Accounting Interfaces

    01:02

  • 1.142 Budgeting and Accounting for Services Best Practices

    00:57

  • 1.143 Capacity Management Purpose Objectives Scope

    03:22

  • 1.144 Capacity Management A Balancing Act

    01:55

  • 1.145 Capacity Management Process Activities

    06:38

  • 1.146 Capacity Management Sub Processes

    02:37

  • 1.147 Capacity Management Capacity Plan

    00:52

  • 1.148 Capacity Management Interfaces

    00:53

  • 1.149 Capacity Management Best Practices

    00:48

  • 1.150 Information Security Management Purpose Objectives Scope

    03:25

  • 1.151 Information Security Management Key Terminology

    01:52

  • 1.152 Information Security Management Security Framework

    01:12

  • 1.153 Information Security Management Security Policy

    01:45

  • 1.154 Information Security Mgmt Information Security Management System(ISMS)

    01:44

  • 1.155 Information Security Management Interfaces

    01:52

  • 1.156 Information Security Management Best Practices

    01:44

  • 1.157 Relationship Processes and Their Relationships

    00:36

  • 1.158 Relationship Process Relationship

    02:08

  • 1.159 Business Relationship Management Purpose

    01:27

  • 1.160 Business Relationship Management Objectives

    01:55

  • 1.161 Business Relationship Management Scope

    03:04

  • 1.162 Business Relationship Activities

    00:15

  • 1.163 Business Relationship Mgmt Role Business Relationship Manager

    01:05

  • 1.164 Business Relationship Management Interfaces

    00:45

  • 1.165 Supplier Management Purpose Objectives Scope

    01:40

  • 1.166 Supplier Management Supplier and Contract Database

    02:43

  • 1.167 Supplier Management Relationship with Service Level Management

    01:30

  • 1.168 Supplier Management Supplier Categorisation

    01:31

  • 1.169 Supplier Management Supplier Categorisation(Contd.)

    01:02

  • 1.170 Supplier Management Role

    01:15

  • 1.171 Supplier Management Interfaces

    01:22

  • 1.172 Supply Chain Relationships

    01:15

  • 1.173 Resolution Processes and Their Relationships

    00:37

  • 1.174 Incident Management

    01:03

  • 1.175 Incident Management Purpose Objectives

    01:46

  • 1.176 Incident Management Scope and Value to Business

    04:38

  • 1.177 Incident Management Basic Concepts

    03:28

  • 1.178 Incident Management Process Flow Activities

    04:59

  • 1.179 Incident Management Process Interfaces

    03:24

  • 1.180 Incident Management Best Practices

    00:58

  • 1.181 Request Fulfillment Process Purpose Objectives

    02:08

  • 1.182 Request Fulfillment Process Scope Basic Concepts

    01:08

  • 1.183 Request Fulfillment Interfaces

    01:44

  • 1.184 Problem Management Purpose Objectives

    01:21

  • 1.185 Problem Management Scope and Value to Business

    02:10

  • 1.186 Problem Management Basic Concepts

    02:39

  • 1.187 Problem Management Process Flow Reactive Problem Management

    04:25

  • 1.188 Problem Management Process Flow Interfaces with Other Processes

    02:45

  • 1.189 Problem Management Best Practices

    01:12

  • 1.190 Control Processes and Their Relationships

    00:42

  • 1.191 Change Management Purpose Objectives

    01:04

  • 1.192 Change Management Scope

    02:05

  • 1.193 Change Management Change Types

    02:29

  • 1.194 Change Management Remediation Planning

    00:58

  • 1.195 Change Management Concepts

    00:52

  • 1.196 Change Management Change Proposals

    01:02

  • 1.197 Change Management Change Flow

    03:26

  • 1.198 Change Management Roles in Change Management

    01:22

  • 1.199 Change Management Change Advisory Board(CAB)

    01:57

  • 1.200 Change Management 7 R of Change Management

    01:33

  • 1.201 Change Management Change Metrics

    02:15

  • 1.202 Change Management Key Challenges

    01:47

  • 1.203 Change Management Interfaces

    02:03

  • 1.204 Purpose Objectives and Scope

    02:09

  • 1.205 Service Asset and Configuration Management Basic Concepts

    01:27

  • 1.206 Basic Concepts(Contd.)

    01:32

  • 1.207 Basic Concepts(Contd.)

    02:13

  • 1.208 Basic Concepts(Contd.)

    01:23

  • 1.209 Basic Concepts CMDB and DML

    01:28

  • 1.210 Service Asset and Configuration Management Basic Concepts Logical Model

    02:00

  • 1.211 Basic Concepts Relationship Between CMDB CMS and SKMS

    02:55

  • 1.212 SACM Relationship

    01:15

  • 1.213 Configuration Management Best Practices and Practical Application

    00:56

  • 1.214 Release and Deployment Management Purpose Objectives

    01:55

  • 1.215 Release and Deployment Management Purpose Objectives(contd)

    00:33

  • 1.216 Release and Deployment Management Scope

    00:42

  • 1.217 Release and Deployment Management Basic Concepts Release Policy

    02:45

  • 1.218 Release and Deployment Management Release Unit and Release Package

    01:57

  • 1.219 Release and Deployment Management Release Types

    01:02

  • 1.220 Release and Deployment Approaches

    03:27

  • 1.221 Four phases of Release and Deployment Mgmt

    02:01

  • 1.222 Release and Deployment Management Relationship

    00:46

  • 1.223 Release and Deployment Management Best Practices

    01:28

  • 1.224 Cntrol Process Relationsships

    00:46

  • 1.225 Role of process new service Deployment

    01:36

  • 1.226 Case Study

    00:04

  • 1.227 Introduction

    00:07

  • 1.228 Introduction

    00:08

  • 1.229 Introduction

    00:08

  • 1.230 Exercise

    00:11

  • 1.231 Exercise

    00:10

  • 1.232 Exercise

    00:07

  • 1.233 Exercise

    00:07

  • 1.234 IT Service Management

    00:07

  • 1.235 IT Service Management

    00:11

  • 1.236 Some Constraints

    00:10

  • 1.237 Some Constraints

    00:09

  • 1.238 Exercise

    00:11

  • 1.239 Sample Exam

    00:05

  • 1.240 Quiz

  • 1.241 Thank You

    00:04