IT Service Expert Program
5.0 /5- Offered bySimplilearn
- Private Institute
- Estd. 2010
IT Service Expert Program at Simplilearn Overview
Duration | 120 hours |
Total fee | ₹53,301 |
Mode of learning | Online |
Schedule type | Self paced |
Difficulty level | Advanced |
Credential | Certificate |
IT Service Expert Program at Simplilearn Highlights
- Certificate of Completion
- Earn a certificate upon successful completion
- Gain Lifetime Access to Courseware
IT Service Expert Program at Simplilearn Course details
- IT consultants
- IT audit managers
- IT security managers
- Configuration Manager
- Availability Manager
- Business Continuity Manager
- Service Portfolio Manager
- Supplier Relationship Manager
- Get access to 11 courses
- Access Instructor led batches in ITIL Foundation course
- Exclusive access to ITIL Experts
- 120+ Hrs of High Quality e-Learning content
- IT Service Expert Program is a certification course that would help you understand ITIL and how you can build specialized organisational capabilities to give superior services and deliver value to your customers. The Walt Disney Company, US Federal Government, IBM, WalMart and several other big businesses use ITIL. Understand how they have made the best use of ITIL and implement the principles to grow your organisation and yourself.
IT Service Expert Program at Simplilearn Curriculum
ITIL Foundation
Introduction to service management
Introduction to Service Management Lifecycle
Principles of IT Service Management
Objectives
IT Service Management Best Practices
Public and Proprietary Practices
Knowledge Check
Service Introduction
Service Management
Service Management Practice
Challenges in Service Management
Benefits of IT Service Management
Stakeholders in Service Management
Internal and External Customers
Internal and External Services
Process
Process Characteristics
Functions Related to Service Management
How Processes and Functions Operate
Roles in Service Management
RACI Model
RACI Model (contd)
Types of Service Providers
Supplier and Contracts
Knowledge Check
Summary
Service management lifecycle
The Service Lifecycle
Objectives
Components of Service Management Lifecycle
Interactions in the Service Lifecycle
Relationship between Governance and ITSM
Summary
Quiz
Quiz
Thank You
Introduction to Service Strategy
Introduction to Service Strategy
Service Strategy
Objectives
Service Strategy Overview
Service Strategy Processes
Types of Services
Service Strategy Customers and Users
KNOWLEDGE CHECK
Summary
Service Strategy Concepts
Service Strategy Concepts
Objectives
Service Utility and Warranty
Service Utility and Warranty (contd)
Service Assets
KNOWLEDGE CHECK
Value Creation
Value Creation (contd)
Factors that Influence Customer Perception of Value
Customer Perception of Value
Business Outcomes
Business Outcomes (contd)
Service Packages
Service Packages (contd)
Business Case and Its Uses
Business Case Structure
Risk
Service Management Technology and Automation
Automation Benefits
Service Management Tools
Summary
Service Strategy Processes
Service Strategy Processes
Objectives
Demand Management Overview
Managing Demand for Services
PBA and UP
PBA and UP (contd)
Service Portfolio Management Introduction
Service Portfolio Management Overview
Service Portfolio Components
Service Portfolio Management Process
Financial Management Overview
Financial Management Activities
Financial Management Benefits
KNOWLEDGE CHECK
Business Relationship Management Overview
BRM External and Internal Service Providers
Business Relationship Manager Responsibilities
Summary
ITIL Intermediate SS
Learning Unit Introductory
ITIL LIFECYCLE Module
Agenda
Objective
ITIL Introduction
ITIL Intermediate
ITIL Qualification Criteria
Definition of Service Lifecycle
Definition of Service Capability
Difference between Lifecycle and Capability Modules
Managing Across the Lifecycle
Accreditation Institute
SS Course Description
Course Objective
Target Candidate
Target Candidate Cont
Exam Pre requisites
ITIL SS Exam Format
EXAM TIPS
Course Outline
Quiz
Foundation Basics
What is ITIL ?
Benefits of ITIL
The ITIL Lifecycle
Service and Service Management ?
Service Strategy Purpose
Service Strategy Key Processes
Service Strategy Basics
Service Strategy Basics
Service Strategy Basics
Service Strategy Basics
Service Design Purpose and Objectives
Service Design Basics
Service Design Key Processes
Service Design Basics
Service Transition Purpose
Service Transition Key Principles
Service Transition Key Processes
Service Transition Key Roles and Responsibilities
Service Operations Purpose
Service Operations Key Functions and Processes
Service Operations Value to Business
Continual Service Improvements Purpose
Continual Service Improvements Basics
Key Links, Inputs and Outputs of the Service Lifecycle Stages
Quiz
Learning Unit Introduction to Service Strategy
Learning Unit Introduction to Service Strategy
Overview
Overview
Why Service Strategy at the Core ?
Quiz
Learning Unit Service Management as a Practice
Learning Unit Service Management as a Practice
Learning Unit Objectives
Services
Service Management, IT Service Management and Service Providers
Service Providers Types and Stakeholder in Service Management
Concept of Utility and Warranty (Value Creation)
Key Concepts
Key Concepts
Key Concepts
Process Characteristics
Process Model
What is a Service Portfolio ?
The Service Portfolio and its contents
Basic Concepts Knowledge Management and SKMS
Governance and Management Systems
The Deming Cycle PDCA
Specialization and Coordination across the lifecycle
Integration Across Service lifecycle
Integration Across Lifecycle FAQ's
Process Integration Characteristics
Summary
Quiz
Learning Unit Service Strategy Principles
Learning Unit Service Strategy Principles
Learning Unit Objectives
Fundamental Aspects of Strategy
The Four P's of Strategy
Four P's of Strategy Cont
Four P's of Strategy Cont
Strategic Plans results in patterns
Customer and Services
Types of IT Services (Internal and External Services)
Core, Enabling, or Enhancing Services
Value Characteristics
Customer's Perception of Value
Value Added and Value realized
"Value Added" to "Value realized
Effects of Utility and Warranty on Service
Combined effects of Utility and Warranty
Value of a Service in terms of return on asset for customer
Utility and Warranty Communicating Utility
Utility and Warranty Communicating Warranty and Combined effects
Customer Assets, Service Assets and Strategic Assets
Service Management Optimizes the performance of service asset
How Service Management Enables Business Outcomes
How Service Provider Enables a Business Unit's Outcomes
Customer Assets, Service Assets and Strategic Assets Cont
Service Providers Types I, II and III Internal(I), Shared(II) and External Service Providers(III)
Service Provider Type II provider
Service Provider Type III Providers
How to define Service Steps
How to define Service Steps Cont
Strategies for Customer Satisfaction Kano Model
The Kano Model and Service Attributes
Service Economic dynamics (External Service Providers)
Service Economic dynamics (Internal Service Providers)
Return on Investment
ROI Different Considerations
Return on Investment Business Case
Pre Programmed ROI(Techniques for quantitatively analyzing an investment in service management)
Return on Investment Pre Programmed ROI NPV decisions
Service Economics Return on Investment Pre Programmed ROI NPV decisions
Post Programmed ROI (Techniques for retro actively analyzing an investment in Service mgnt)
Post Programmed ROI Forecast Analysis
Service Economics Business Impact Analysis (BIA)
Sourcing Strategy Sourcing Structures
Sourcing Strategy Multi Vendor Sourcing
Sourcing Strategy Service Provider Interfaces (SPI)
Sourcing Strategy Sourcing Governance
Service Structures in the Value Network
Service Structures in the Value Network Using Value Network
Inputs from other Lifecycle's
Outputs to other Lifecycle's
Recommended Approaches
Critical Success Factors
Summary
Exercises
Exercise Identify fields from " " and Elaborate the Importance of SKMS
Exercise Identify Value Characteristics
Quiz
Learning Unit Service Strategy Processes
Learning Unit Service Strategy Processes
Learning Unit Strategy Management For IT Services
Learning Unit Objectives
Purpose and Objectives
Scope and Value
The Scope of Strategy Management Process
Strategic Analysis of Customer Portfolio
Process Flow for Strategy Management
Process Flow for Strategy Management
Strategic Assessment
Steps for Strategic Assessment
Strategy Generation Evaluation and Selection
Strategy Execution
Activities Strategy Execution
Measurement and Evaluation
Strategy Management for Internal IT Service Providers
Strategy Management for Internal IT Service Providers Cont
Information Management Overview of the main sources
Inputs and Outputs
Triggers and Interfaces
Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
Challenges
Risks
Summary
Learning Unit Service Portfolio Management
Learning Unit Objectives
Service Portfolio Management
Service Portfolio Management
Key Concepts
Key Concepts Cont
Key Concepts Cont
Service Portfolio and Service Catalogue
Service Portfolio and Service Catalogue
Key Concepts Cont
Key Concepts Cont
Process Activities Main Phases
Process Activities Main Phases
Process Activities Process Initiation
Process Activities Define
Process Activities Analyse
Prioritizing Service Investments
Value To Cost
Process Activities Approve
Process Activities Service Charter
Process Activities Service Charter
Process Activities, Methods and Techniques
Triggers
Inputs, Outputs and Interfaces
Information Management
Critical Success Factors and KPI's
Challenges
Risks
Summary
Learning Unit Financial Management for IT Services
Learning Unit Objectives
Financial Management for IT Services
Financial Management for IT Services
Financial Management for IT Services Value to Business
Enterprise Financial Management Policies
Compliance
Major Inputs, Outputs and Activities of Financial Management for IT Services
Major Inputs
Major Outputs
Process Activities, Methods and Techniques Accounting
Accounting Cost Models
Cost Models Cost by IT Organization Model
Cost By Service
Cost Models Cost by Service
Cost By Customer, Cost By location
Cost by Customer and Cost by location
Hybrid Cost Models
Cost Model Hybrid Cost Model
Accounting Cost Centre's and Cost Units
Accounting Cost Types and Cost Elements
Accounting Cost Classification
Accounting Activities Chart Of Accounts, Analysis, Reporting and Action Plans
Process Activities, Methods and Techniques Budgeting
Budgeting Activities
Process Activities, Methods and Techniques Charging
Charging Activities
Inputs, Outputs, Triggers
Interfaces
Information Management
Critical Success Factors and Key Performance Indicators
Challenges
Risks
Summary
Learning Unit Demand Management
Learning Unit Objectives
Purpose and Objectives
Scope
Value to Business
Demand Management Activities
Difference between Demand Management and Capacity Management
Supply and Demand Correlation
Demand Management through the Lifecycle
Sources of Demand Forecasting
Patterns of Business Activity
User Profiles, Activity Based Demand Management
Activity Based Demand Management Examples
Process Activities, Methods and Techniques
Inputs and Outputs
Interfaces
Interfaces Cont
Triggers
CSF and KPI's
Challenges and Risks
Summary
Learning Unit Business Relationship Management
Learning Unit Objectives
Purpose Two Fold
Objectives
Scope
Value to Business
Relationship with other Service Management Processes
Business Relationship Management Vs Business Relationship Manager
Customer Portfolio
Conflicts Customers and Users ???
Service Requirements
Business relationship management activities
Nature of the Business Relationship Management Process
BRM Process through the life cycle
Interfaces Life cycle
Triggers
Inputs
Outputs
Interfaces Other Processes
Information Management
CSF and KPI's
Challenges
Risks
Summary
Exercises
Exercise Demand Management Activities
Exercise Challenges Strategy Mangement for IT Services
Quiz
Learning Unit Service Strategy, Governance, Architecture and ITSM Implementation Strategies
Learning Unit Service Strategy, Governance, Architecture and ITSM Implementation Strategies
Learning Unit Objectives
Service Strategy Governance
Difference between Governance and Management
Governance Framework and IT Governance
How is Corporate governance of IT defined, fulfilled and enforced ?
How does service strategy relate to governance ?
Setting the strategy, policies and plans
Direct Activities
Monitor Areas
Establishing and Maintaining a Service Management System
IT Service Strategy and the Business
Using Strategy to achieve balance
IT Service Strategy and the Business Integrated Patterns
IT Service Strategy and Application Development
Creating a strategy for Implementing SM Processes Types of Service Mangement Implementations
Strategies for Organization's
Implementation Strategy Defining a Vision and Mission for the SM Implementation
Defining the Vision and Mission Steps
Service Management Assessment
Service Management Assessment Variables
Objective for Implementing Service Management
Preparing a business case
The Project Charter Contents
Go or No Go Decision Factors
Summary
Quiz
ITIL Intermediate SD
Learning Unit Introductory
ITIL LIFECYCLE MODULE SERVICE DESIGN
Agenda
Objective
ITIL Introduction
ITIL Intermediate
ITIL Qualification Criteria
Definition of Service Lifecycle
Definition of Service Capability
w Lifecycle and Capability Modules
Managing Across the Lifecycle
Accreditation Institute
SD Course Description
Course Objective
Target Candidate
Target Candidate contd
Exam Pre requisites
ITIL Service Transition Exam Format
Exam Tips
Course Outline
Quiz
Learning Unit Introduction to Service Design
Introduction to Service Design
ITIL The Library Constituents
Learning Unit Syllabus
Service Management
The Value Proposition
Utility and Warranty
Utility and Warranty
Function, Roles and Process
Service Design Purpose and Objectives
Service Design Purpose and Objectives
Value of Service Design to the Business
Four P's of Service Design
Service Design Package(SDP)
SDP contents
SDP Requirements
SDP Service Design
SDP Service Design
SDP Organizational Readiness Assessment
SDP Lifecycle Plan
SDP Lifecycle Plan
SDP Lifecycle Plan
SDP Lifecycle Plan
Service Acceptance Criteria(example)
Summary
Quiz
Learning Unit Service Design Principles
Service Design Principles
Learning Unit Syllabus
Introduction to Service Design Principles
Service Composition
Service Design Goals
Balanced Design
Identifying Service Requirements
Identifying Service Requirements
Identifying Technology Domain Requirements
Identifying and Documenting Business Requirements and Drivers
Identifying and Documenting Business Requirements and Drivers(contd)
Design Activities
Service Design Inputs
Service Design Inputs
Service Design Inputs
Service Design Outputs
Service Design Outputs
Five Major Service Design Aspects
Designing Service Solutions
Designing Service Solutions
Aligning New Service to Business Requirement
Designing Management Information Systems and Tools
Designing Technology Architecture and Management Architecture
Designing Technology Architecture and Management Architecture
Enterprise Architecture
Enterprise Architecture
Enterprise Architecture Frameworks
Designing Processes
SDA Designing measurement methods and metrics
Four types of Service Design Metrics
Metrics Tree
Subsequent Design Activities
Design constraints driven by strategy
External Influence on Solutions Design
Service Oriented Architecture
Service Oriented Architecture
Business Service Management
Service Design Models
Sourcing Options
Insourcing Option
Outsourcing Option
Co sourcing or Multi sourcing Option
Partnership Option
Business Process Outsourcing Option
Application Service Provision Option
Knowledge Process Outsourcing Option
Cloud Services
Summary
Quiz
Learning Unit Service Design Processes
Service Design Processes
Learning Unit Syllabus
Service Design High level View
Five aspects of Service Design
Design Coordination
Value to Business
Policies
Principles
Process activities
Design Coordination Activities
Role Design Coordination Process Manager
Role Design Coordination Process Manager
Triggers, inputs and outputs
Triggers, inputs and outputs
Interfaces
CSFs and KPIs
Challenges
Risks
Service Catalogue Management(SCM)
Service Catalog Management(SCM)
Value to Business
Policies
SCM Service Portfolio Pipeline, Catalogue and Retired
Definition Service Catalogue
Defining Service
Different types of Services
Service Catalogue uses
Service Catalogue structure
SCM Business and Technical
SCM Business and Technical
SCM Business and Technical
Service Catalogue with three views
SCM Process activities
Service Catalogue Management Process Manager
Triggers, Inputs and Outputs
Triggers, Inputs and Outputs
Interfaces
SCM CSFs and KPIs
SCM Challenges and Risks
SCM Challenges and Risks
Service Level Management
Service Level Management
Value to Business
Service Level Agreement(SLA)
Operational Level Agreement(OLA)
Underpinning Contract(UC)
SLM SLA structure
SLM Service Level Requirements(SLR)
SLM SLA Monitoring Charts (SLAM)
SLM Service Review
SLM Service Improvement Plan (SIP)
Process activities
Service level management process
SLM Service Level Management Process Manager
SLM Service Level Management Process Manager
Triggers, Inputs and outputs
Triggers, Inputs and outputs
Triggers, Inputs and outputs
Interfaces
SLM Metrics
CSF and KPI
Challenges
Risks
Capacity Management
Capacity Management
Value to Business
Balancing Act
Capacity Management Sub processes
Capacity Management Sub processes
Capacity Management Sub processes
Process activities, methods and techniques
Process activities, methods and techniques
Capacity Management overview
The Capacity Plan
Role Capacity Management Process Manager
Role Capacity Manager
Triggers, Inputs and Outputs
Triggers, Inputs and Outputs
Triggers, Inputs and Outputs
Interfaces
CSFs and KPIs
Key Performance Indicator
Challenges and Risks
Challenges and Risks
Availability Management
Availability Management
Value to Business
What is Availability ?
Aspects of Availability
Reliability
Maintainability
Serviceability
Vital Business Functions
Vital Business Functions
MTBF, MTBSI, MTRS, MTTR
MTBF, MTBSI, MTRS, MTTR
MTBF, MTBSI, MTRS, MTTR
Availability Terms and Measurements
AIMS and Availability Plan
Process activities, methods and techniques
Process activities, methods and techniques
Availability management process
Availability Management Process Manager
Availability Management Process Manager
Triggers, Inputs and Outputs
Triggers, Inputs and Outputs
Triggers, Inputs and Outputs
Interfaces
CSFs and KPIs
Challenges
Risks
IT Service Continuity Management
IT Service Continuity Management
Value to Business
Business Continuity Management
IT Service Continuity Plan
Business Impact Analysis
Business Impact Analysis
Business Impact Analysis
Business Impact
Risk
Management of Risk(M o R)
Management of Risk
Recovery Option
Technical Plans
Risk Reduction Measures
Invocation Decision
Key Activities
Key Activities
Key Activities
Key Activities
Key Activities
Role IT Service Continuity Management Process Manager
Triggers, inputs and outputs
Triggers, inputs and outputs
Triggers, inputs and outputs
Interfaces
CSFs and KPIs
CSFs and KPIs
Challenges
Risks
Information Security Management
Information Security Management
Value to Business
Security Framework
Security Framework
Information Security Policy
Information Security Policy
Information Security Management System
Elements of ISMS
Elements of ISMS
Framework for Managing Security
Security Governance
Security Governance
Security Controls
Security Controls
Security Controls
Process Activities
Role Information Security Management Process Manager
Role Information Security Management Process Manager
Triggers
Inputs
Outputs
Interfaces
CSFs and KPIs
CSFs and KPIs
Challenges
Risks
Supplier Management
Supplier Management
Supplier Management
Value to Business
Policies
Supplier
Underpinning contracts and agreements
Underpinning contracts and agreements
Supplier and Contract Management Information System(SCMIS)
Supplier categories
Supplier categories
Process activities, methods and techniques
Supplier Management Process
Role Supplier Management Process Manager
Role Supplier Management Process Manager
Triggers, Inputs and Outputs
Triggers, Inputs and Outputs
Triggers, Inputs and Outputs
Interfaces
CSFs and KPIs
CSFs and KPIs
Challenges
Risks
Summary
Quiz
Learning Unit Service Design Technology related activities
Service Design Technology related activities
Learning Unit Syllabus
Requirements Engineering Types
Requirements Engineering
Requirements Engineering Investigation techniques
Requirements Engineering Problems
Requirements Engineering Problems
Requirements Engineering Documenting requirements
Requirements Engineering Documenting requirements
Requirements and Outsourcing
Data and Information Management
Application Management
SDLC Approach
Global view of the service
Application Management Consideration
Application Portfolio attributes
Application Management Considerations
Application Management Considerations
Major outputs from development
Summary
Quiz
Learning Unit Organizing for Service Design
Organizing for Service Design
Learning Unit Syllabus
RACI
RACI
RACI Matrix
Fuctional Role Analysis based on the RACI
Functions
Functions Continued
Alignment with application development
Alignment with project management
Example of service design organization structure(small organization)
Example of service design organization structure(large organization)
Service Design Roles
Generic Service Owner
Generic Process Owner
IT Planner
IT Designer Architect
Summary
Quiz
ITIL Intermediate CSI
Learning Unit Introductory
ITIL LIFECYCLE MODULE CONTINUAL SERVICE IMPROVEMENT
Agenda
Objective
ITIL Introduction
ITIL Intermediate
ITIL Qualification Criteria
Definition of Service Lifecycle
Definition of Service Capability
Difference between Lifecycle and Capability Modules
Managing Across the Lifecycle
Accreditation Institute
CSI Course Description
Course Objective
Target Candidate
Target Candidate contd
Exam Pre requisites
ITIL CSI Exam Format
Exam Tips
Course Outline
QUIZ
Foundation Basics
Good Practices
Definition of a Service
Definition of a Service Management
Benefits of IT Service Management
Benefits of IT Service Management
Benefits of IT Service Management
Service Management Pictorial View
Utility and Warranty
Utility and Warranty
Process, Functions
ITIL History
ITIL History
ITIL Process, Functions across lifecycle
Service Owner, Process Owner
ITIL Core Publication
Thank You
Learning Unit Introduction to Continual Service Improvement
Learning Unit
ITIL The Library Constituents
Learning Unit Introduction to Continual Service Improvement
CSI Official Publication
CSI Official Publication
Value to Business
Intangible Value to Business
Continual service improvement approach
Continual service improvement approach
What is the importance of below questions ?
What is the importance of below questions ?
Context within the service lifecycle
Context of service strategy
Context of service design
Context of service transition
Context of service operation
Context of continual service improvement
CSI Inputs and Outputs by lifecycle stages
Successful CSI approaches
Continual service improvement and the service lifecycle
Summary
Quiz
Learning Unit Continual Service Improvement Principles
Continual Service Improvement Principles
Learning Unit Continual Service Improvement Principles
CSI and Organizational Change
Ownership
CSI Register
Service level management
Business Value of Service measurement
Baselines
Baselines
Knowledge management
Knowledge management
Seven step improvement process
Seven step improvement process
Seven step integrated with PDCA
Seven step integrated with PDCA
Governance
IT governance
Types of Governance
Enterprise governance
Frameworks, Models, Standards, Quality System
Frameworks
Models
Standards
Quality system
Plan Do Check Act cycle
Critical Success Factor
Summary
Quiz
Learning Unit Continual Service Improvement Processes
Learning Unit
Learning Unit Continual Service Improvement Process
The Seven Step Improvement Process
The Seven Step Improvement Process
Value to business
Policies
Policies
Policy example of monitoring services
Basic Concepts
Basic Concepts (cont)
Process activities, methods and techniques
Seven step improvement process
Step Identify the strategy for improvement
Step Identify the strategy for improvement
Step Identify the strategy for improvement
Step Define what you will measure
Step Define what you will measure
Step Define what you will measure
Step Gather the data
Step Gather the data
Step Gather the data
Step Process the data
Step Process the data
Step Analyze the information and data
Step Analyze the information and data
Step Analyze the information and data
Step Present and use the information
Step Present and use the information
SLAM Chart example
Step Implement improvement
Step Implement improvement
Triggers, Inputs, Outputs
Interfaces
Interfaces
Process involved in gathering and processing the data
Process involved in analyzing the data
Process involved in presenting and using the information
Process Involved In Implementing Improvement
Critical success factors and key performance indicators
Challenges
Risks
Summary
Quiz
Learning Unit Organizing for Continual Service Improvement
Learning Unit
Learning Unit Continual Service Improvement Methods and Techniques
Assessments
When to assess
What to assess
How to assess
Gap analysis
Benchmarking
Benchmarking procedure
Benchmarking costs
Value of Benchmarking
Benchmarking as a level (for change)
Benchmarking as a steering instrument
Benchmarking categories
Benchmarking benefits
What to benchmark ?
Benchmarking Who is involved ?
Comparison with industry norms
Benchmark approach
Service Measurement
Design and develop a service measurement framework
Design and develop a service measurement framework
Different levels of measurement and reporting
Service measurement model
Service management process measurement
Service management model
Creating a measurement framework grid
Metrics
How many CSFs and KPIs ?
Type of KPIs
Tension metrics
Goals and metrics
Interpreting and using metrics
Using measurement and metrics
Creating scorecards and reports
Setting targets
Balanced Scorecard
IT Balanced Scorecard
SWOT Analysis
Sample SWOT Analysis for CSI
Return on investment
ROI example
Value on Investment example
Establishing the business case
Service reporting
CSI and Availability Management
Component Failure Impact Analysis and CSI
Fault Tree Analysis and CSI
Service Failure Analysis and CSI
Technical Observation and CSI
CSI and Capacity Management
Connecting business and service capacity management
Event management
Workload and Demand Management for CSI
IT Service Continuity Management use in CSI
Risk Register and CSI
Risk Register
Problem Management and CSI
Knowledge Management and CSI
Summary
Quiz
Learning Unit Organizing for Continual Service Improvement
Learning Unit
Learning Unit Organizing for Continual Service Improvement
Service Manager
Service Owner role
Process Owner role
Process Manager role
Process Practitioner role
Seven step improvement roles
CSI Manager role
Activities and skill levels needed for CSI
Responsibilit model RACI
Example of RACI matrix
Summary
Quiz
ITIL Intermediate OSA
Learning Unit Introductory
ITIL Capability Module Operational Support and Analysis
Agenda
Objective
ITIL Introduction
ITIL Intermediate
ITIL Qualification Criteria
Definition of Service Lifecycle
Definition of Service Capability
Difference between Lifecycle and Capability Modules
Managing Across the Lifecycle
Accreditation Institute
OSA Course Description
Course Objective
Target Candidate
Target Candidate contd
Exam Pre requisites
ITIL OSA Exam Format
Exam Tips
Course Outline
Quiz
Foundation Basics
ITIL The Library Publications
ITIL
ITIL is presented as Best Practice What are Best Practices?
Why choose Public Standards over Proprietary ones?
What is a Service?
What is a Service Management?
Service Management Roles Service Owner
Service Management Roles Process Owner
Connecting with Processes and Functions RACI Matrix
Key Terminology Service Providers
Key Terminology Suppliers
Thank You
Learning Unit Introduction to Operation Support and Analysis
Introduction to Operation Support and Analysis
ITIL The Library Constituents
Service Operation Purpose and Objectives
Service Operation Scope
Service Operation Processes
Service Operation Functions
Value to the Business of OSA Activities
Optimization of Service Operational Performance
IT Service Management
Concept of Service and Value Definition of a Service
Economic Value of a Service
Combined Effects of Utility and Warranty
Value to the Business Monitor and Measure
Process
Organizing IT Service Management Process Definition
Characteristics of a Process
Organizing IT Service Management Organization Structure
Summary
Quiz
Learning Unit Event Management
Event Management
Event Management
Event Management Purpose
Event Management Objectives
Event Management Scope
Event Management vs Monitoring
Event Management Value to the Business
Event Management Policies
Event Management Principles and Basic Concepts
Event Management Key Concepts
Event Management Triggers
Event Management Inputs and Outputs
Event Management Interfaces
Event Management Information Management
Event Management Metrics
Event Management Challenges and Risks
Event Management CSFs and KPIs
Event Management Design
Event Management Use of Event Rule Sets and Correlation Engines
Event Management Technology
Event Management Summary
Quiz
Learning Unit Incident Management
Incident Management
Incident Management
Incident Management Purpose
Incident Management Objective
Incident Management Scope
Incident Management Value to Business
Incident Management Policies
Incident Management Key Concepts
Incident Management Key Concepts
Incident Management Process Flow
Incident Management Activities
Incident Management Categorization
Incident Management Prioritization
Incident Management Investigation and Diagnosis
Incident Management Escalation
Incident Management Resolution and Recovery
Incident Management Closure
Incident Management Rules for reopening incidents
Incident Management Triggers
Incident Management Inputs and Outputs
Incident Management Interfaces
Incident Management Metrics and Information Management
Incident Management Information Management
Incident Management Challenges
Incident Management CSFs and KPIs
Incident Management Risks
Service Operation Incident Management Summary
Quiz
Learning Unit Request Fulfillment
Request Fulfillment
Request Fulfillment
Request Management Purpose and Objectives
Request Management Scope
Request Management Value to Business
Request Management Policies
Request Management Principles and Key Concepts
Request Fulfillment Process Activities
Request Fulfillment Triggers
Request Fulfillment Inputs and Outputs
Request Fulfillment Interfaces
Request Fulfillment Information Management
Request Fulfillment Metrics
Request Fulfillment Challenges
Request Fulfillment Risks
Request Fulfillment CSFs and KPIs
Request Fulfillment Summary
Quiz
Learning Unit Problem Management
Problem Management
Problem Management
Problem Management Objective
Problem Management Scope
Problem Management Value to the Business
Problem Management Key Concepts
Problem Management Key Concepts
Problem Management Process Flow
Problem Management Activities
Problem Management Techniques
Problem Management Inputs and Outputs
Problem Management Triggers
Problem Management Interfaces
Problem Management Information Management
Problem Management Metrics
Problem Management CSFs and KPIs
Problem Management Challenges and Risks
Problem Management Summary
Quiz
ITIL Intermediate PPO
Learning Unit Introductory
ITIL Capability Modul
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