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Course Curriculum

āž¤ module 01: course introduction ā€“ vo
course introduction
Course Introduction 00:00:00
1.0 lesson: course organization
Course Organization 00:00:00
1.1 Welcome to the Course 00:00:00
1.2 Mentoring Community Introductions 00:00:00
1.3 Why Are You Here? 00:00:00
1.4 Using Bloom’s Taxonomy 00:00:00
1.5 What do you Expect? 00:00:00
1.6 Housekeeping Online 00:00:00
2.0 lesson: course conventions & agenda
Course Conventions & Agenda 00:00:00
2.1 Conventions Used 00:00:00
2.2 Quizzes & Exercises 00:00:00
2.3 ITIL Qualification Scheme 00:00:00
2.4 ITIL Intermediate Exam 00:00:00
2.5 Getting Started with an Online Class 00:00:00
2.6 Chapter 01 Review 00:00:00
āž¤ module 02: service design
1.0 lesson: introduction to service design
Introduction to Service Design 00:00:00
1.1 Service Design & the Service Lifecycle 00:00:00
1.2 Managing Across the Lifecycle 00:00:00
1.3 Purpose, Goals & Objectives of Service Design 00:00:00
1.4 Scope of Service Design 00:00:00
1.5 Value of Service Design 00:00:00
1.6 The Context of Service Design 00:00:00
1.7 Service Solution Design 00:00:00
1.8 Balanced Design 00:00:00
2.0 lesson: service design principles
Service Design Principles 00:00:00
2.1 Principles of Service Design 00:00:00
2.2 Service Design Package 00:00:00
2.3 Requirements 00:00:00
2.4 Management Systems 00:00:00
2.5 Architecture & Technology Design 00:00:00
2.6 Process Design 00:00:00
2.7 Measurement Design 00:00:00
2.8 Service-Oriented Architecture 00:00:00
2.9 Selecting Service Design Models 00:00:00
2.10 Service Provider Models 00:00:00
2.11 Service Design Implementation Consideration 00:00:00
2.12 Service Design Technology & Design 00:00:00
2.13 Business Impact Analysis 00:00:00
2.14 Service Level Requirements 00:00:00
2.15 Service & Process Risks 00:00:00
2.16 Service Implementation 00:00:00
2.17 Service Measures 00:00:00
2.18 Service Design Challenges & Risks 00:00:00
2.19 Service Design Challenges 00:00:00
2.20 Service Design Risks 00:00:00
2.21 Service Design Critical Success Factors 00:00:00
3.0 lesson: service design summary
Service Design Summary 00:00:00
3.1 Service Design Summary 00:00:00
3.2 Checkpoint 00:00:00
3.3 Chapter 02 Review 00:00:00
āž¤ module 03: service design activities
1.0 lesson: introduction to design activities
Introduction to Design Activities Part 1 00:00:00
Introduction to Design Activities Part 2 00:00:00
Introduction to Design Activities Part 3 00:00:00
1.1 Design Activities 00:00:00
2.0 lesson: 5-aspects of service design
5-Aspects of Service Design 00:00:00
2.1 Five Aspects of Service Design 00:00:00
2.2 Gather Requirements 00:00:00
2.3 Designing Service Solutions 00:00:00
2.4 Design Considerations 00:00:00
2.5 Design Supporting Management Systems 00:00:00
2.6 Support Systems 00:00:00
2.7 Service Portfolio 00:00:00
2.8 Service Portfolio Contents 00:00:00
2.9 Design Architecture & Support Technology 00:00:00
2.10 Enterprise Architecture 00:00:00
2.11 Technology Management 00:00:00
2.12 Design Support Process 00:00:00
2.13 Design Measurement Systems 00:00:00
2.14 Metrics Tree 00:00:00
3.0 lesson: subsequent design activities
Subsequent Design Activities 00:00:00
3.1 Subsequent Design Activities 00:00:00
3.2 Evaluate Alternate Solutions 00:00:00
3.3 Procure Preferred Solution 00:00:00
3.4 Develop Service Solution 00:00:00
3.5 Service Design Package 00:00:00
3.6 Design Constraints 00:00:00
4.0 lesson: service design activities summary
Service Design Activities Summary 00:00:00
4.1 Service Design Activities Summary 00:00:00
4.2 Checkpoint 00:00:00
4.3 Chapter 03 Review 00:00:00
āž¤ module 04: service design processes
1.0 lesson: design coordination
Design Coordination 1 00:00:00
Design Coordination 2 00:00:00
Design Coordination 3 00:00:00
1.1 Introduction to Design Coordination 00:00:00
1.2 Purpose, Goals & Objectives 00:00:00
1.3 Scope 00:00:00
1.4 Value to the Business 00:00:00
1.5 Concepts 00:00:00
1.6 Activities 00:00:00
1.7 Design Coordination Overview 00:00:00
1.8 Overall SD Lifecycle Activities 00:00:00
1.9 Policies & Methods 00:00:00
1.10 Resources & Capabilities 00:00:00
1.11 Coordinate Activities 00:00:00
1.12 Risks & Issues 00:00:00
1.13 Improvement 00:00:00
1.14 Individual Design Activities 00:00:00
1.15 Plan Design 00:00:00
1.16 Coordinate Design 00:00:00
1.17 Monitor Design 00:00:00
1.18 Review & Handoff 00:00:00
1.19 Triggers, Inputs & Outputs 00:00:00
1.20 Relationships 00:00:00
1.21 Critical Success Factors 00:00:00
1.22 Challenges & Risks 00:00:00
1.23 Design Coordination Summary 00:00:00
2.0 lesson: service catalog management
Service Catalog Management 00:00:00
2.1 Introduction 00:00:00
2.2 Purpose, Goals & Objectives 00:00:00
2.3 Scope 00:00:00
2.4 Value to the Business 00:00:00
2.5 Concepts 00:00:00
2.6 Service Catalog Views 00:00:00
2.7 Activities 00:00:00
2.8 Agree & Document Service Definition 00:00:00
2.9 Interface with Service Portfolio Management 00:00:00
2.10 Produce & Maintain Service Catalog 00:00:00
2.11 Interfacing 00:00:00
2.12 Triggers, Inputs & Outputs 00:00:00
2.13 Relationships 00:00:00
2.14 Critical Success Factors 00:00:00
2.15 Challenges & Risks 00:00:00
2.16 Summary 00:00:00
3.0 lesson: service level management
Service Level Management 00:00:00
3.1 Introduction 00:00:00
3.2 Purpose, Goals & Objectives 00:00:00
3.3 Scope 00:00:00
3.4 Value to the Business 00:00:00
3.5 Concepts 00:00:00
3.6 Activities of Service Level Management 00:00:00
3.7 Overview of Service Level Management Process 00:00:00
3.8 SLA Frameworks 00:00:00
3.9 SLRs & SLAs 00:00:00
3.10 SLA Monitoring 00:00:00
3.11 Service Level Agreement Monitoring Chart 00:00:00
3.12 Improving Customer Satisfaction 00:00:00
3.13 Managing Underpinning Agreements 00:00:00
3.14 Service Reporting 00:00:00
3.15 Service Improvement Plan (SIP) 00:00:00
3.16 Managing & Revising SLAs and UCs 00:00:00
3.17 Contacts & Relationships 00:00:00
3.18 Feedback 00:00:00
3.19 Triggers, Inputs & Outputs 00:00:00
3.20 Service Level Management Relationships 00:00:00
3.21 Critical Success Factors 00:00:00
3.22 Challenges & Risks 00:00:00
3.23 Service Level Management Summary 00:00:00
4.0 lesson: availability management
Availability Management 00:00:00
4.1 Introduction 00:00:00
4.2 Purpose, Goals & Objectives 00:00:00
4.3 Scope 00:00:00
4.4 Value to the Business 00:00:00
4.5 Concepts 00:00:00
4.6 Activities 00:00:00
4.7 Reactive Activities 00:00:00
4.8 Monitoring 00:00:00
4.9 Measurement 00:00:00
4.10 Analysis 00:00:00
4.11 Expanded Incident Lifecycle 00:00:00
4.12 Service Failure Analysis (SFA) 00:00:00
4.13 SFA Structure 00:00:00
4.14 Reporting 00:00:00
4.15 Proactive Activities 00:00:00
4.16 Determine Availability Requirements 00:00:00
4.17 Availability Design Concepts 00:00:00
4.18 Design for Availability 00:00:00
4.19 Failure Analysis 00:00:00
4.20 Risk Analysis & Management 00:00:00
4.21 Triggers, Inputs & Outputs 00:00:00
4.22 Relationships 00:00:00
4.23 Critical Success Factors 00:00:00
4.24 Challenges & Risks 00:00:00
4.25 Availability Management Summary 00:00:00
5.0 lesson: capacity management
Capacity Management 00:00:00
5.1 Introduction 00:00:00
5.2 Purpose, Goals & Objectives 00:00:00
5.3 Scope 00:00:00
5.4 Value to the Business 00:00:00
5.5 Concepts 00:00:00
5.6 Activities 00:00:00
5.7 Sub-Process Areas 00:00:00
5.8 Underpinning Activities 00:00:00
5.9 Tuning & Optimization 00:00:00
5.10 Performance Tuning 00:00:00
5.11 Threshold Management & Control 00:00:00
5.12 Demand Management 00:00:00
5.13 Modeling & Trending 00:00:00
5.14 Application Sizing 00:00:00
5.15 Triggers, Inputs & Outputs 00:00:00
5.16 Relationships 00:00:00
5.17 Critical Success Factors 00:00:00
5.18 Challenges & Risks 00:00:00
5.19 Capacity Management Summary 00:00:00
6.0 lesson: it service continuity management
6.1 Introduction 00:00:00
6.2 Purpose, Goals & Objectives 00:00:00
6.3 Scope 00:00:00
6.4 Value to the Business 00:00:00
6.5 Concepts 00:00:00
6.6 Activities 00:00:00
6.7 Initiation 00:00:00
6.8 Requirements & Strategy 00:00:00
6.9 Business Impact Analysis 00:00:00
6.10 Risk Analysis 00:00:00
6.11 Strategy 00:00:00
6.12 Implementation 00:00:00
6.13 On-going Operation 00:00:00
6.14 Triggers, Inputs & Outputs 00:00:00
6.15 Relationships 00:00:00
6.16 CSFs 00:00:00
6.17 Challenges & Risks 00:00:00
6.18 IT Service Continuity Summary 00:00:00
7.0 lesson: information security management
Information Security Management 00:00:00
7.1 Introduction 00:00:00
7.2 Purpose, Goals & Objectives 00:00:00
7.3 Scope 00:00:00
7.4 Value to the Business 00:00:00
7.5 Concepts 00:00:00
7.6 Security Management Framework 00:00:00
7.7 Activities 00:00:00
7.8 Information Security Process 00:00:00
7.9 Establish Information Security Policy 00:00:00
7.10 Enforce Security Policy 00:00:00
7.11 Assess & Classify Information Assets 00:00:00
7.12 Security Controls & Risk Assessment 00:00:00
7.13 Monitor & Manage Security Breach 00:00:00
7.14 Analyze, Report & Reduce Impact 00:00:00
7.15 Conduct Security Reviews & Audits 00:00:00
7.16 Triggers, Inputs & Outputs 00:00:00
7.17 Relationships 00:00:00
7.18 CSFs 00:00:00
7.19 Challenges & Risks 00:00:00
7.20 Information Security Management Summary 00:00:00
8.0 lesson: supplier management
Supplier Management 00:00:00
8.1 Introduction 00:00:00
8.2 Purpose, Goals & Objectives 00:00:00
8.3 Scope 00:00:00
8.4 Value to the Business 00:00:00
8.5 Concepts 00:00:00
8.6 Activities 00:00:00
8.7 Evaluate New Suppliers & Contracts 00:00:00
8.8 Supplier Evaluation 00:00:00
8.9 Contract Evaluation 00:00:00
8.10 Categorize Suppliers & Maintain SCMIS 00:00:00
8.11 Supplier Categorization Matrix 00:00:00
8.12 Establish New Suppliers & Contracts 00:00:00
8.13 Manage Supplier & Contract Performance 00:00:00
8.14 Renew/Terminate Contracts 00:00:00
8.15 Triggers, Inputs & Outputs 00:00:00
8.16 Relationships 00:00:00
8.17 CSFs 00:00:00
8.18 Challenges & Risks 00:00:00
8.19 Supplier Management Summary 00:00:00
9.0 lesson: service design processes summary
Service Design Processes Summary 00:00:00
9.1 Service Design Process Summary 00:00:00
9.2 Checkpoint 00:00:00
9.3 Chapter 04 Review 00:00:00
āž¤ module 05: technology, organization, and implementation ā€“ vo
1.0 lesson: technology-related activities
Technology-Related Activities Part 1 00:00:00
Technology-Related Activities Part 2 00:00:00
Technology-Related Activities Part 3 00:00:00
1.1 Technology-Related Areas 00:00:00
1.2 Requirements Engineering 00:00:00
1.3 Requirement Types 00:00:00
1.4 Functional Requirements 00:00:00
1.5 Management & Operational Requirements 00:00:00
1.6 Usability Requirements 00:00:00
1.7 Investigation Techniques 00:00:00
1.8 Issues 00:00:00
1.9 Documenting Requirements 00:00:00
1.10 Requirements Catalog 00:00:00
1.11 Outsourcing Requirements 00:00:00
1.12 Data & Information Management 00:00:00
1.13 Key Factors in Data Management 00:00:00
1.14 Scope of Data Management 00:00:00
1.15 Activities of Data Management 00:00:00
1.16 Application Management 00:00:00
1.17 Application & Service Portfolios 00:00:00
1.18 Application Frameworks 00:00:00
1.19 Design of Applications 00:00:00
1.20 Design Patterns 00:00:00
1.21 Other Concepts 00:00:00
2.0 lesson: organizing for service design
Organizing for Service Design 00:00:00
2.1 Who Does What to Whom? 00:00:00
2.2 The RACI Model 00:00:00
2.3 Functional Roles Analysis 00:00:00
2.4 Activity Analysis 00:00:00
2.5 Generic Roles & Responsibilities 00:00:00
2.6 Service Owner 00:00:00
2.7 Process Owner 00:00:00
2.8 Process Manager 00:00:00
2.9 Process Practitioner 00:00:00
2.10 Service Design Roles & Responsibilities 00:00:00
2.11 Service Design Manager 00:00:00
2.12 IT Planner 00:00:00
2.13 IT Designer/Architect 00:00:00
2.14 Design Coordination 00:00:00
2.15 Service Catalog Management 00:00:00
2.16 Service Level Management 00:00:00
2.17 Availability Management 00:00:00
2.18 IT Service Continuity Management 00:00:00
2.19 Capacity Management 00:00:00
2.20 Security Management 00:00:00
2.21 Supplier Management 00:00:00
3.0 lesson: implementing service design
Implementing Service Design 00:00:00
3.1 Implementation Considerations 00:00:00
3.2 Implementation Steps 00:00:00
3.3 Establish High-Level Objectives 00:00:00
3.4 Assess Current Capabilities 00:00:00
3.5 Determine Measurable Targets 00:00:00
3.6 Implement Process Improvement 00:00:00
3.7 Implement Measurement Framework 00:00:00
3.8 Review & Improve 00:00:00
4.0 lesson: technology, organization & implementation summary
Technology, Organization & Implementation Summary 00:00:00
4.1 Technology, Organization & Implementation Summary 00:00:00
4.2 Checkpoint 00:00:00
4.3 Chapter 05 Review 00:00:00
4.4 Course Closure 00:00:00
PRIVATE
PRIVATE COURSE

  • 10 Days
  • Awarded by 'ITIL'
  • Course Material
  • 05Number of Modules
  • Official Exam

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