ITIL® Intermediate OSA Certification Training

Course preview

ITIL® Intermediate OSA

Learning Unit 00 - Introductory Lesson 38:30

0.1 ITIL® 2011 Capability Module Operational Support and Analysis 01:14

0.2 Agenda 01:04

0.3 Objective 00:24

0.4 ITIL® 2011 Introduction 00:54

0.5 ITIL® 2011 Intermediate 00:46

0.6 ITIL - Qualification Criteria 01:53

0.7 Definition of Service Lifecycle 00:49

0.8 Definition of Service Capability 00:44

0.9 Difference between Lifecycle and Capability Modules 00:34

0.10 Managing Across the Lifecycle 00:44

0.11 Accreditation Institute 00:05

0.12 OSA Course Description 00:45

0.13 Course Objective 00:49

0.14 Target Candidate 00:22

0.15 Target Candidate contd.. 01:30

0.16 Exam Pre-requisites 01:19

0.17 ITIL® 2011 OSA Exam Format 01:09

0.18 Exam Tips 00:20

0.19 Course Outline 05:08

0.20 Quiz 00:52

0.21 Foundation Basics 00:15

0.22 ITIL - The Library Publications 03:30

0.23 ITIL 01:03

0.24 ITIL is presented as Best Practice. What are Best Practices? 01:05

0.25 Why choose Public Standards over Proprietary ones? 02:23

0.26 What is a Service? 00:39

0.27 What is a Service Management? 01:49

0.28 Service Management Roles: Service Owner 01:15

0.29 Service Management Roles: Process Owner 01:11

0.30 Connecting with Processes and Functions: RACI Matrix 01:11

0.31 Key Terminology: Service Providers 01:30

0.32 Key Terminology: Suppliers 00:32

0.33 Thank You 00:42

Learning Unit 01 - Introduction to Operation Support and Analysis 37:00

1.1 Introduction to Operation Support and Analysis 00:14

1.2 ITIL - The Library Constituents 03:10

1.3 Service Operation - Purpose and Objectives 01:16

1.4 Service Operation - Scope 01:55

1.5 Service Operation - Processes 01:41

1.6 Service Operation - Functions 01:46

1.7 Value to the Business of OSA Activities 01:46

1.8 Optimization of Service Operational Performance 01:20

1.9 IT Service Management 02:28

1.10 Concept of Service and Value - Definition of a Service 02:35

1.11 Economic Value of a Service 03:44

1.12 Combined Effects of Utility and Warranty 02:19

1.13 Value to the Business - Monitor and Measure 02:12

1.14 Process 03:45

1.15 Organizing IT Service Management - Process Definition 00:58

1.16 Characteristics of a Process 01:23

1.17 Organizing IT Service Management - Organization Structure 04:04

1.18 Summary 00:24

1.19 Quiz

Learning Unit 02 - Event Management 37:38

2.1 Event Management 00:12

2.2 Event Management 00:29

2.3 Event Management - Purpose 00:51

2.4 Event Management - Objectives 00:52

2.5 Event Management - Scope 01:44

2.6 Event Management vs. Monitoring 00:57

2.7 Event Management - Value to the Business 01:45

2.8 Event Management - Policies 01:54

2.9 Event Management - Principles and Basic Concepts 02:17

2.10 Event Management - Key Concepts 08:57

2.11 Event Management - Triggers 01:22

2.12 Event Management - Inputs and Outputs 01:00

2.13 Event Management - Interfaces 01:52

2.14 Event Management - Information Management 01:56

2.15 Event Management - Metrics 01:24

2.16 Event Management - Challenges and Risks 01:40

2.17 Event Management - CSFs and KPIs 02:27

2.18 Event Management - Design 02:35

2.19 Event Management - Use of Event Rule Sets and Correlation Engines 01:03

2.20 Event Management - Technology 01:59

2.21 Event Management - Summary 00:22

2.22 Quiz

Learning Unit 03 - Incident Management 40:52

3.1 Incident Management 00:12

3.2 Incident Management 00:33

3.3 Incident Management - Purpose 00:25

3.4 Incident Management - Objective 01:05

3.5 Incident Management - Scope 00:48

3.6 Incident Management - Value to Business 01:19

3.7 Incident Management - Policies 01:24

3.8 Incident Management - Key Concepts 02:07

3.9 Incident Management - Key Concepts 01:14

3.10 Incident Management - Process Flow 03:58

3.11 Incident Management - Activities 02:18

3.12 Incident Management - Categorization 01:37

3.13 Incident Management - Prioritization 01:03

3.14 Incident Management - Investigation and Diagnosis 01:58

3.15 Incident Management - Escalation 03:03

3.16 Incident Management - Resolution and Recovery 00:58

3.17 Incident Management - Closure 02:16

3.18 Incident Management - Rules for reopening incidents 01:14

3.19 Incident Management - Triggers 00:58

3.20 Incident Management - Inputs and Outputs 02:21

3.21 Incident Management - Interfaces 02:01

3.22 Incident Management - Metrics and Information Management 01:09

3.23 Incident Management - Information Management 01:01

3.24 Incident Management - Challenges 01:29

3.25 Incident Management - CSFs and KPIs 02:07

3.26 Incident Management - Risks 01:38

3.27 Service Operation - Incident Management Summary 00:36

3.28 Quiz

Learning Unit 04 - Request Fulfillment 24:52

4.1 Request Fulfillment 00:11

4.2 Request Fulfillment 00:30

4.3 Request Management - Purpose and Objectives 01:07

4.4 Request Management - Scope 01:25

4.5 Request Management - Value to Business 01:03

4.6 Request Management - Policies 01:07

4.7 Request Management - Principles and Key Concepts 03:36

4.8 Request Fulfillment - Process Activities 04:15

4.9 Request Fulfillment - Triggers 01:00

4.10 Request Fulfillment - Inputs and Outputs 01:02

4.11 Request Fulfillment - Interfaces 00:58

4.12 Request Fulfillment - Information Management 01:42

4.13 Request Fulfillment - Metrics 01:03

4.14 Request Fulfillment - Challenges 01:21

4.15 Request Fulfillment - Risks 01:26

4.16 Request Fulfillment - CSFs and KPIs 02:35

4.17 Request Fulfillment - Summary 00:31

4.18 Quiz

Learning Unit 05 - Problem Management 26:36

5.1 Problem Management 00:11

5.2 Problem Management 00:35

5.3 Problem Management - Objective 00:33

5.4 Problem Management - Scope 02:44

5.5 Problem Management - Value to the Business 00:58

5.6 Problem Management - Key Concepts 01:41

5.7 Problem Management - Key Concepts 02:23

5.8 Problem Management - Process Flow 01:11

5.9 Problem Management - Activities 02:51

5.10 Problem Management - Techniques 01:41

5.11 Problem Management - Inputs and Outputs 01:21

5.12 Problem Management - Triggers 01:04

5.13 Problem Management - Interfaces 03:04

5.14 Problem Management - Information Management 01:10

5.15 Problem Management - Metrics 01:15

5.16 Problem Management - CSFs and KPIs 02:32

5.17 Problem Management - Challenges and Risks 00:59

5.18 Problem Management Summary 00:23

5.19 Quiz

Learning Unit 06 - Access Management 21:57

6.1 Access Management 00:11

6.2 Access Management 00:24

6.3 Access Management - Purpose and Objectives 00:45

6.4 Access Management - Scope 01:10

6.5 Access Management - Value to the Business 01:11

6.6 Access Management - Policies 01:05

6.7 Access Management - Key Concepts 01:50

6.8 Access Management - Activities 02:02

6.9 Access Management - Activities 01:55

6.10 Access Management - Triggers 01:30

6.11 Access Management - Inputs and Outputs 00:52

6.12 Access Management - Interfaces 01:39

6.13 Access Management - Information Management 02:14

6.14 Access Management - Metrics 00:42

6.15 Access Management - Challenges and Risks 01:48

6.16 Access Management - CSFs and KPIs 02:21

6.17 Access Management - Summary 00:18

6.18 Quiz

Learning Unit 07 - Service Desk 32:27

7.1 Service Desk 00:12

7.2 Service Desk 00:18

7.3 Objectives 00:24

7.4 Responsibilities 00:47

7.5 Organizational Structures 00:50

7.6 Local Service Desk 01:06

7.7 Centralized Service Desk 01:21

7.8 Virtual Service Desk 02:05

7.9 Specialized Service Desk 00:46

7.10 Environment 01:14

7.11 Single Point of Contact 02:09

7.12 Staffing 00:22

7.13 Staffing Levels 02:04

7.14 Staffing Levels 01:10

7.15 Skill Levels 01:43

7.16 Skill Levels 02:05

7.17 Training 01:38

7.18 Staff Retention 01:12

7.19 Super Users 01:09

7.20 Service Desk Metrics 01:08

7.21 Customer or User Satisfaction Surveys 01:38

7.22 Outsourcing the Service Desk 01:26

7.23 Outsourcing; Common Tools and Processes 01:14

7.24 Outsourcing SLA Targets 00:44

7.25 Outsourcing Good Communications 01:52

7.26 Outsourcing Ownership of Data 01:19

7.27 Summary 00:31

7.28 Quiz

Learning Unit 08 - Functions and Roles 52:18

8.1 Functions and Roles 00:12

8.2 Functions 04:52

8.3 Technical Management - Objectives 00:49

8.4 Technical Management - Roles 01:36

8.5 Technical Management - Activities(1of2) 01:08

8.6 Technical Management - Activities(2of2) 02:03

8.7 IT Operations Management - Objectives 00:35

8.8 IT Operations Management - Subfunctions 02:07

8.9 IT Operations Management - Roles 02:26

8.10 IT Operations Management - Documentation 02:50

8.11 Applications Management - Objectives 00:41

8.12 Applications Management - Roles 01:19

8.13 Applications Management - Activities 03:22

8.14 Roles and Responsibilities 00:39

8.15 Service Owner Responsibilities(1 of 2) 02:45

8.16 Service Owner Responsibilities(2 of 2) 01:06

8.17 Generic Process Owner Responsibilities 02:22

8.18 Process Manager - Responsibilities 01:32

8.19 Process Practitioner - Responsibilities 01:23

8.20 Key roles related to Incident Management Process(1of4) 01:47

8.21 Key roles related to Incident Management Process(2of4) 01:29

8.22 Key roles related to Incident Management Process(3of4) 01:16

8.23 Key roles related to Incident Management Process(4of4) 01:09

8.24 Key roles related to Problem Management Process(1of2) 02:42

8.25 Key roles related to Problem Management Process(2of2) 02:07

8.26 Key roles related to Request Fulfilment Process(1of2) 02:23

8.27 Key roles related to Request Fulfilment Process(2of2) 02:11

8.28 Key roles related to Event Management Process 01:52

8.29 Key roles related to Access Management Process 01:15

8.30 Functions Summary 00:20

8.31 Quiz

Learning Unit 09 - Technology Implementation Considerations 50:50

9.1 Technology Implementation Considerations 00:14

9.2 Technology and Implementation Considerations 00:29

9.3 Generic Requirements (Toolsets) 1of2 02:45

9.4 Generic Requirements (Toolsets) 2of2 01:59

9.5 Evaluation Criteria for Process Implementation (1of3) 01:35

9.6 Evaluation Criteria for Process Implementation (2of3) 01:09

9.7 Evaluation Criteria for Process Implementation (3of3) 02:24

9.8 Service Design Evaluation Criteria 01:37

9.9 Service Design Evaluation Criteria 01:48

9.10 Projects, Risks and Staffing Practices 1of2 01:11

9.11 Projects, Risks and Staffing Practices 2of2 01:41

9.12 Implementing Service Operation - Managing Risk in Service Operation 01:36

9.13 Implementing Service Operation - Managing Change in Service Operation 02:58

9.14 Service Design - Challenges 01:18

9.15 Service Design - Risks 02:15

9.16 Service Transition - Challenges 02:15

9.17 Service Transition - Risks 01:13

9.18 Service Transition - Critical Success Factors 01:47

9.19 Service Operation - Challenges 02:14

9.20 Service Operation Managers - Challenges (1of2) 02:00

9.21 Service Operation - Challenges (2of2) 01:42

9.22 Service Operation - Risks 03:02

9.23 Service Operation - CSFs (1of3) 02:00

9.24 Service Operation - CSFs (2of3) 02:05

9.25 Service Operation - CSFs (3of3) 01:26

9.26 Implementing Service Operation - Planning and Implementing Service Management Technologies 03:32

9.27 Implementing Service Operation - Planning and Implementing Service Management Technologies 01:54

9.28 Technology and Implementation Considerations - Summary 00:41

9.29 Quiz

Learning Unit 10 - Summary exam preparation and direct studies 01:05

10.1 Summary: Exam Preparation and Directed 00:30

10.2 Directed Studies and Glossary 00:08

10.3 Checkpoints 00:21

10.4 Thank You 00:06