ITIL® Intermediate CSI Certification Training

Course preview

ITIL® Intermediate CSI

Learning Unit 00 - Introductory Lesson 41:57

0.1 ITIL® 2011 LIFECYCLE MODULE CONTINUAL SERVICE IMPROVEMENT 01:13

0.2 Agenda 01:01

0.3 Objective 00:23

0.4 ITIL® 2011 Introduction 00:55

0.5 ITIL® 2011 Intermediate 00:45

0.6 ITIL - Qualification Criteria 01:53

0.7 Definition of Service Lifecycle 00:45

0.8 Definition of Service Capability 00:42

0.9 Difference between Lifecycle and Capability Modules 00:35

0.10 Managing Across the Lifecycle 00:43

0.11 Accreditation Institute 00:42

0.12 CSI Course Description 00:42

0.13 Course Objective 01:00

0.14 Target Candidate 00:50

0.15 Target Candidate contd.. 01:28

0.16 Exam Pre-requisites 01:05

0.17 ITIL® 2011 CSI Exam Format 01:06

0.18 Exam Tips 00:20

0.19 Course Outline 03:10

0.20 QUIZ 00:48

0.21 Foundation Basics 00:15

0.22 Good Practices 01:49

0.23 Definition of a Service 01:40

0.24 Definition of a Service Management 01:07

0.25 Benefits of IT Service Management 01:07

0.26 Benefits of IT Service Management 00:53

0.27 Benefits of IT Service Management 00:42

0.28 Service Management : Pictorial View 01:41

0.29 Utility and Warranty 02:12

0.30 Utility and Warranty 00:20

0.31 Process, Functions: 02:39

0.32 ITIL History 01:22

0.33 ITIL History 01:23

0.34 ITIL Process, Functions across lifecycle: 00:48

0.35 Service Owner, Process Owner: 00:54

0.36 ITIL® 2011 Core Publication 02:16

0.37 Thank You 00:43

Learning Unit 01 - Introduction to Continual Service Improvement 21:53

1.1 Learning Unit 1 00:32

1.2 ITIL® - The Library Constituents 01:06

1.3 Learning Unit 1: Introduction to Continual Service Improvement 00:55

1.4 CSI Official Publication 01:40

1.5 CSI Official Publication 00:39

1.6 Value to Business 01:01

1.7 Intangible Value to Business 01:08

1.8 Continual service improvement approach 00:42

1.9 Continual service improvement approach 01:39

1.10 What is the importance of below questions ? 00:31

1.11 What is the importance of below questions ? 01:14

1.12 Context within the service lifecycle 00:57

1.13 Context of service strategy 01:41

1.14 Context of service design 01:28

1.15 Context of service transition 01:30

1.16 Context of service operation 01:24

1.17 Context of continual service improvement 01:39

1.18 CSI Inputs and Outputs by lifecycle stages 00:34

1.19 Successful CSI approaches 00:58

1.20 Continual service improvement and the service lifecycle 00:28

1.21 Summary: 00:07

1.22 Quiz

Learning Unit 02 - Continual Service Improvement Principles 41:08

2.1 Continual Service Improvement Principles 00:27

2.2 Learning Unit 2: Continual Service Improvement Principles 01:05

2.3 CSI and Organizational Change 02:04

2.4 Ownership 01:33

2.5 CSI Register 00:54

2.6 Service level management 01:33

2.7 Business Value of Service measurement 00:53

2.8 Baselines 00:48

2.9 Baselines 00:35

2.10 Knowledge management 01:07

2.11 Knowledge management 00:29

2.12 Seven step improvement process 06:13

2.13 Seven step improvement process 05:12

2.14 Seven step integrated with PDCA 01:22

2.15 Seven step integrated with PDCA 00:22

2.16 Governance 01:29

2.17 IT governance 00:45

2.18 Types of Governance 02:20

2.19 Enterprise governance 01:03

2.20 Frameworks, Models, Standards, Quality System 01:15

2.21 Frameworks 02:26

2.22 Models 01:04

2.23 Standards 02:00

2.24 Quality system 01:15

2.25 Plan- Do- Check- Act cycle 01:46

2.26 Critical Success Factor 00:58

2.27 Summary 00:10

2.28 Quiz

Learning Unit 03 - Continual Service Improvement Processes 51:42

3.1 Learning Unit 3 00:23

3.2 Learning Unit 3: Continual Service Improvement Process 00:59

3.3 The Seven Step Improvement Process 00:53

3.4 The Seven Step Improvement Process 00:36

3.5 Value to business 00:41

3.6 Policies 01:13

3.7 Policies 00:30

3.8 Policy example of monitoring services 01:13

3.9 Basic Concepts 01:11

3.10 Basic Concepts (cont...) 00:25

3.11 Process activities, methods and techniques 00:58

3.12 Seven step improvement process 00:25

3.13 Step 1 - Identify the strategy for improvement 00:55

3.14 Step 1 - Identify the strategy for improvement 01:07

3.15 Step 1 - Identify the strategy for improvement 00:26

3.16 Step 2 - Define what you will measure 01:52

3.17 Step 2 - Define what you will measure 00:48

3.18 Step 2 - Define what you will measure 00:30

3.19 Step 3 - Gather the data 01:47

3.20 Step 3 - Gather the data 00:46

3.21 Step 3 - Gather the data 00:44

3.22 Step 4 - Process the data 02:33

3.23 Step 4 - Process the data 00:50

3.24 Step 5 - Analyze the information and data 02:08

3.25 Step 5 - Analyze the information and data 00:31

3.26 Step 5 - Analyze the information and data 00:31

3.27 Step 6 - Present and use the information 01:36

3.28 Step 6 - Present and use the information 00:54

3.29 SLAM Chart example: 00:38

3.30 Step 7 - Implement improvement 01:21

3.31 Step 7 - Implement improvement 00:56

3.32 Triggers, Inputs, Outputs 01:03

3.33 Interfaces 02:05

3.34 Interfaces 01:00

3.35 Process involved in gathering and processing the data 04:28

3.36 Process involved in analyzing the data 03:23

3.37 Process involved in presenting and using the information 02:14

3.38 Process Involved In Implementing Improvement 02:50

3.39 Critical success factors and key performance indicators 02:17

3.40 Challenges 00:53

3.41 Risks 01:02

3.42 Summary 00:07

3.43 Quiz

Learning Unit 04 - Organizing for Continual Service Improvement 1:20:00

4.1 Learning Unit 4 00:31

4.2 Learning Unit 4: Continual Service Improvement Methods and Techniques 01:12

4.3 Assessments 01:27

4.4 When to assess 01:40

4.5 What to assess 02:10

4.6 How to assess 02:35

4.7 Gap analysis 01:41

4.8 Benchmarking 00:55

4.9 Benchmarking procedure 00:55

4.10 Benchmarking costs 01:17

4.11 Value of Benchmarking 02:01

4.12 Benchmarking as a level (for change) 00:47

4.13 Benchmarking as a steering instrument 00:36

4.14 Benchmarking categories 01:20

4.15 Benchmarking benefits 00:40

4.16 What to benchmark ? 02:33

4.17 Benchmarking - Who is involved ? 02:05

4.18 Comparison with industry norms 02:18

4.19 Benchmark approach 01:29

4.20 Service Measurement 00:46

4.21 Design and develop a service measurement framework 01:36

4.22 Design and develop a service measurement framework 01:05

4.23 Different levels of measurement and reporting 01:18

4.24 Service measurement model 00:31

4.25 Service management process measurement 01:30

4.26 Service management model 01:09

4.27 Creating a measurement framework grid 00:56

4.28 Metrics 01:28

4.29 How many CSFs and KPIs ? 01:55

4.30 Type of KPIs 01:33

4.31 Tension metrics 00:48

4.32 Goals and metrics 00:55

4.33 Interpreting and using metrics 01:42

4.34 Using measurement and metrics 02:22

4.35 Creating scorecards and reports 01:35

4.36 Setting targets 01:32

4.37 Balanced Scorecard 01:50

4.38 IT Balanced Scorecard 01:26

4.39 SWOT Analysis 01:10

4.40 Sample SWOT Analysis for CSI: 00:23

4.41 Return on investment 01:11

4.42 ROI example: 00:37

4.43 Value on Investment example: 00:50

4.44 Establishing the business case: 01:25

4.45 Service reporting: 01:08

4.46 CSI and Availability Management: 01:04

4.47 Component Failure Impact Analysis and CSI: 01:19

4.48 Fault Tree Analysis and CSI: 01:14

4.49 Service Failure Analysis and CSI: 01:35

4.50 Technical Observation and CSI: 01:39

4.51 CSI and Capacity Management : 02:17

4.52 Connecting business and service capacity management: 00:49

4.53 Event management 01:03

4.54 Workload and Demand Management for CSI: 01:43

4.55 IT Service Continuity Management use in CSI: 02:24

4.56 Risk Register and CSI 00:59

4.57 Risk Register 00:38

4.58 Problem Management and CSI 01:23

4.59 Knowledge Management and CSI 00:54

4.60 Summary 00:06

4.61 Quiz

Learning Unit 05 - Organizing for Continual Service Improvement 12:53

5.1 Learning Unit 5 00:29

5.2 Learning Unit 5: Organizing for Continual Service Improvement 01:05

5.3 Service Manager 01:09

5.4 Service Owner role 01:38

5.5 Process Owner role 01:34

5.6 Process Manager role 00:50

5.7 Process Practitioner role 01:05

5.8 Seven-step improvement roles 01:11

5.9 CSI Manager role 01:04

5.10 Activities and skill levels needed for CSI 00:47

5.11 Responsibilit model - RACI 01:13

5.12 Example of RACI matrix 00:37

5.13 Summary 00:11

5.14 Quiz

Learning Unit 06 - Technology Consideration 22:14

6.1 Learning Unit 6 00:30

6.2 Learning Unit 6: Technology consideration 00:48

6.3 Tools to Support CSI Activitie 02:05

6.4 IT service management suites 05:16

6.5 Systems and network management 02:44

6.6 Event management 01:36

problem resolution 01:23

6.8 Performance management 01:30

6.9 Statistical analysis tools 01:27

6.10 Project and portfolio management 01:21

6.11 Financial Management 01:36

reporting 01:45

6.13 Summary 00:13

6.14 Quiz

Learning Unit 07 - Implement Continual Service Improvement 24:12

7.1 Learning Unit 7 00:27

7.2 Learning Unit 7: Implementing Continual Service Improvement 01:15

7.3 Critical Considerations for implementing CSI 00:44

7.4 Critical Considerations for implementing CSI 00:25

7.5 Where do we start ? 03:51

7.6 Governance 02:39

7.7 Governance 00:57

7.8 COBIT as a governance framework 00:52

7.9 CSI and organizational change 01:26

7.10 CSI and organizational change 07:07

7.11 Communication Strategy and Plan 01:21

7.12 Communication Strategy and Plan 03:01

7.13 Summary 00:07

7.14 Quiz

Learning Unit 08 - Challenges Critical Success Factor and Risks 05:52

8.1 Learning Unit 8 00:33

8.2 Learning Unit 8: Challenges, Critical success factors and risks 01:00

8.3 Challenges 01:35

8.4 Critical Success Factor 01:13

8.5 Risks 01:24

8.6 Summary 00:07

8.7 Quiz

Learning Unit 09 - Summary Case Studies Exam Preparation and Directed 38:28

9.1 Learning Unit 9 00:30

9.2 Summary: Exam Preparation and Directed 00:08

9.3 Case Studies 00:56

9.4 Case Study 1: 01:13

9.5 Question 1: 00:35

9.6 Rank the Options (as per assignment rules): 02:11

9.7 Case Study 2 01:02

9.8 Question 2: 00:20

9.9 Rank the Options (as per assignment rules): 01:49

9.10 Rank the Options (as per assignment rules): 01:24

9.11 Case Study 3 01:05

9.12 Question 3 00:30

9.13 Rank the Options (as per assignment rules): 01:41

9.14 Case Study 4 01:27

9.15 Question 4 00:46

9.16 Rank the Options (as per assignment rules): 01:41

9.17 Rank the Options (as per assignment rules): 01:34

9.18 Case Study 5 01:00

9.19 Question 5 00:20

9.20 Rank the Options (as per assignment rules): 01:38

9.21 Case Study 6 01:20

9.22 Question 6 00:31

9.23 Rank the Options (as per assignment rules): 01:42

9.24 Case Study 7 01:22

9.25 Question 7 00:31

9.26 Rank the Options (as per assignment rules): 01:31

9.27 Rank the Options (as per assignment rules): 01:19

9.28 Case Study 8 01:34

9.29 Question 8 00:32

9.30 Rank the Options (as per assignment rules): 02:24

9.31 Checkpoints 00:21

9.32 Sample Question: (from sample exam paper) 01:09

9.33 Sample Question 02:08

9.34 Directed studies & Glossary 00:08

9.35 Thank You 00:06