ITIL® Intermediate SOA Certification Training

Course preview

ITIL Intermediate SOA

Learning Unit 00 - Introductory Lesson 41:26

0.1 ITIL 2011 CAPABILITY MODULE, SERVICE OFFERINGS and AGREEMENTS 01:21

0.2 Agenda 01:09

0.3 Objective 00:25

0.4 ITIL 2011 Introduction 01:01

0.5 ITIL ® 2011 Intermediate 00:51

0.6 ITIL - Qualification Criteria 02:07

0.7 Definition of Service Lifecycle 00:51

0.8 Definition of Service Capability 00:47

0.9 Difference between Lifecycle and Capability Modules 00:36

0.10 Managing Across the Lifecycle 00:47

0.11 Accreditation Institute 00:45

0.12 SOA Course Description 00:45

0.13 Course Objective 00:58

0.14 Target Candidate 00:55

0.15 Target Candidate contd.. 01:16

0.16 Exam Pre-requisites 01:28

0.17 ITIL 2011 SOA Exam Format 01:14

0.18 Exam Tips 00:21

0.19 Course Outline 07:37

0.20 Quiz 00:56

0.21 Foundation Basics 00:14

0.22 Foundation Basics 01:39

0.23 ITIL Service Management Lifecycle 03:25

0.24 ITIL 2011 Processes across lifecycle 00:42

0.25 Foundation Basics 01:38

0.26 Business and IT Alignment How and what? 01:05

0.27 Foundation Basics 00:37

0.28 Foundation Basics 01:41

0.29 Foundation Basics 01:22

0.30 Foundation Basics 00:57

0.31 Foundation Basics 01:18

0.32 Thank You 00:38

Learning Unit 01 - Introduction to Service Offering and Agreement 49:46

1.1 Introduction to SOA 00:26

1.2 Service Strategy and Strategy management for IT services process 00:09

1.3 Service Strategy 01:09

1.4 Purpose and Objectives of Strategy Management for IT Service 02:30

1.5 Scope of Strategy Management for IT Services 02:17

1.6 Value of Strategy Management for IT Services 03:57

1.7 Service Design and Design coordination process 00:18

1.8 Service Design 01:09

1.9 Purpose and Objectives of Design Co-ordination 03:00

1.10 Design Co-ordination-Scope 04:26

1.11 Design Co-ordination Value 01:46

1.12 Value of Service 00:41

1.13 Value 01:51

1.14 Creating value 03:07

1.15 Perception of value 01:07

1.16 Utility and Warranty 01:37

1.17 Marketing Mindset 00:57

1.18 Identifying and understanding customer requirements 00:29

1.19 Aspects of Service Design 02:30

1.20 Identifying service requirements 03:58

1.21 Identifying customer requirements 01:25

1.22 Identifying customer requirements 01:59

1.23 Identifying customer requirements 01:25

1.24 Return on Investment 00:15

1.25 Return on Investment 01:40

1.26 Return on Investment 01:09

1.27 Business Case 00:39

1.28 Business Objective 01:51

1.29 Single Business Impact Vs. Multiple Business Objectives 01:12

1.30 Multiple Business Impacts Vs. Single Business Objective 00:47

1.31 Quiz

Learning Unit 02 - Service Portfolio Management 51:38

2.1 Service Portfolio Management 00:55

2.2 Service Portfolio Management 02:09

2.3 Purpose and Objectives of Service Portfolio Management 01:46

2.4 Scope of Service Portfolio Management 01:19

2.5 Value to the Business 01:17

2.6 The Service Portfolio 00:13

2.7 Service Pipeline 02:26

2.8 Service Catalogue 04:12

2.9 Service Portfolio and Service Catalogue 00:16

2.10 Retired Service 02:22

2.11 Other important aspects of SPM 01:24

2.12 Phases of SPM 00:45

2.13 Service portfolio management process 01:01

2.14 Process Activities 03:15

2.15 Process Activities 03:52

2.16 Process Activities 01:53

2.17 Process Activities 04:38

2.18 Process Activities 01:17

2.19 Triggers to Process 00:53

2.20 Process Inputs 00:30

2.21 Process Outputs 00:41

2.22 Interfaces 04:11

2.23 Information Management 01:46

2.24 Critical Success Factors and Key Performance Indicators 02:38

2.25 Challenges and Risks 02:12

2.26 Designing service portfolio 01:08

2.27 Exercise 00:53

2.28 Scenario 00:53

2.29 Solution 00:53

2.30 Quiz

Learning Unit 03 - Service Catalogue Management 27:18

3.1 Service Catalogue Management 00:52

3.2 Service Catalogue 00:39

3.3 Purpose and Objectives of Service Catalogue Management 01:13

3.4 Scope of Service Catalogue Management 01:36

3.5 Value to the Business 01:31

3.6 Types of Service Catalogue 03:18

3.7 Types of Service Catalogue 01:11

3.8 Process Activities 01:17

3.9 Triggers, Inputs and Outputs 01:56

3.10 Information Management 03:02

3.11 Critical Success Factors and KPIs 00:45

3.12 Challenges and Risks 02:05

3.13 Production of Service Catalogue 00:56

3.14 Exercise 03:02

3.15 Scenario 03:02

3.16 Solution 00:53

3.17 Quiz

Learning Unit 04 - Service Level Management 40:45

4.1 Service Level Management 00:56

4.2 Service Level Management 01:17

4.3 Purpose and Objectives of Service Level Management 01:24

4.4 Scope of Service Level Management 03:48

4.5 Value to the Business 00:42

4.6 Process Activities 01:33

4.7 Triggers, Inputs and Outputs 04:37

4.8 Service Level Management Process 00:42

4.9 Interfaces 02:54

4.10 Designing SLA Framework 02:55

4.11 Designing SLA Framework 01:30

4.12 Information Management 00:49

4.13 CSFs and KPIs 01:26

4.14 CSFs and KPIs 01:23

4.15 Challenges 04:15

4.16 Risks 00:58

4.17 Content of SLAs and OLAs 03:10

4.18 Content of SLAs and OLAs 01:38

4.19 Exercise 03:02

4.20 Scenario 00:53

4.21 Solution 00:53

4.22 Quiz

Learning Unit 05 - Demand Management 37:23

5.1 Demand Management 00:51

5.2 Demand Management and service lifecycle 01:30

5.3 Purpose and Objectives of Demand Management 01:42

5.4 Scope of Demand Management 02:11

5.5 Value to the Business 00:40

5.6 Challenges in Managing Service Demand 00:55

5.7 Activities 00:53

5.8 Demand and Capacity 02:05

5.9 Activity based Demand Management 01:22

5.10 Activity based Demand Management 01:41

5.11 Benefits for analysing PBA 00:50

5.12 Codifying of PBAs 00:24

5.13 User Profile 01:01

5.14 PBA and User Profile 00:41

5.15 Differentiated Offerings 01:56

5.16 Triggers, Inputs and Outputs 01:48

5.17 Outputs 00:37

5.18 Interfaces 04:23

5.19 Information Management 00:55

5.20 Critical Success Factors and Key Performance indicators 01:56

5.21 Critical Success Factors and Key Performance indicators 01:22

5.22 Challenges 01:00

5.23 Risks 00:36

5.24 Exercise 03:02

5.25 Exercise 03:02

5.26 Quiz

Learning Unit 06 - Supplier Management 36:10

6.1 Supplier Management 00:58

6.2 Purpose of Supply Management 00:28

6.3 Objectives of Supplier Management 00:41

6.4 Scope 02:26

6.5 Value to the Business 00:54

6.6 Basic Concepts 01:15

6.7 Supplier and contracts management information system (SCMIS) 01:28

6.8 Process Activities 03:30

6.9 Evaluation of New Suppliers and Contracts 01:31

6.10 Partnering relationships 02:12

6.11 Contents of Underpinning Contract 02:16

6.12 Supplier Categorization 02:33

6.13 Triggers 01:10

6.14 Inputs 01:57

6.15 Outputs 01:51

6.16 Interfaces 01:55

6.17 Information Management 00:58

6.18 Critical Success Factors and KPIs 01:43

6.19 Challenges 02:20

6.20 Risks 01:25

6.21 Exercise 00:53

6.22 Exercise 00:53

6.23 Solution 00:53

6.24 Quiz

Learning Unit 07 - Financial Management for IT services 1:40:59

7.1 Financial Management 00:57

7.2 Importance of process to service lifecycle 01:03

7.3 Financial Management for IT Services 01:13

7.4 Financial Management for IT Services 01:28

7.5 Scope 01:09

7.6 Value to the Business 02:51

7.7 Enterprise financial management 04:25

7.8 Funding Model and Analysis 02:34

7.9 Financial Management Activities 01:42

7.10 Accounting 02:18

7.11 Accounting - Cost models 05:25

7.12 Cost model - Cost by IT organisation 05:02

7.13 Cost model - Cost by Service 05:02

7.14 Hybrid cost model (Service, Customer and location) 03:41

7.15 Accounting 03:14

7.16 Accounting 06:46

7.17 Accounting 10:53

7.18 Budgeting 06:18

7.19 Charging 05:52

7.20 Charging Contd.. 06:37

7.21 Triggers, Inputs and Outputs 06:23

7.22 Output - Service Valuation 01:02

7.23 Business Impact Analysis 01:02

7.24 Interfaces 03:12

7.25 Information Management 00:59

7.26 Critical Success factors 02:13

7.27 Key Performance Indicators 01:17

7.28 Challenges 02:40

7.29 Risks 01:02

7.30 Exercise 00:53

7.31 Exercise 00:53

7.32 Solution 00:53

7.33 Quiz

Learning Unit 08 - Business Relationship Management 47:44

8.1 Business Relationship Management 00:42

8.2 Purpose of Business Relationship Management 00:57

8.3 Objectives of Business Relationship Management 01:25

8.4 Scope of Business Relationship Management 01:44

8.5 Business Relationship Management Process activities with other SM processes 02:58

8.6 Value to the Business 01:35

8.7 Business Relationship Management - concepts 02:56

8.8 Customer Portfolio 02:13

8.9 Customer Satisfaction 02:25

8.10 Customer Requirements 03:21

8.11 Business Relationship Management activities 00:54

8.12 BRM Activities 01:24

8.13 BRM Activities through the lifecycle 10:08

8.14 BRM Activities through the lifecycle 04:43

8.15 Triggers, Inputs and Outputs 01:58

8.16 Interfaces 01:28

8.17 Information Management 01:22

8.18 Critical Success Factors 01:27

8.19 Key Performance Indicators 01:28

8.20 Challenges and Risks 02:36

8.21 Quiz

Learning Unit 09 - SOA Roles and Responsibilities 22:19

9.1 Roles and Responsibilities 00:26

9.2 Process owner 01:54

9.3 Process manager 01:21

9.4 Key roles for Service portfolio management 01:19

9.5 Key roles for Service catalogue management 01:54

9.6 Key roles for Service level management 02:21

9.7 Service level management process manager 01:37

9.8 Key roles for Demand management 01:46

9.9 Key roles for Supplier management 01:46

9.10 Supplier process manager 01:56

9.11 Key roles for Financial management of IT services 02:05

9.12 Key roles for Financial management of IT services 00:39

9.13 Key roles for Business relationship management 03:15

9.14 Quiz

Learning Unit 10 - Technology and Implementation Considerations 34:21

10.1 Technology and Implementation Considerations 00:57

10.2 SOA technology considerations 00:50

10.3 Service Design Tools 01:44

10.4 Service Management tools 00:54

10.5 Defining Tool Requirements 01:31

10.6 Statement of Requirements 01:08

10.7 Tool Evaluation Process 02:23

10.8 Tool Selection Criteria 01:37

10.9 Planning and Implementation 04:26

10.10 Deployment considerations 00:31

10.11 Implementing - Service design 03:03

10.12 Challenges - Service Design 01:41

10.13 Service Design - Risks 02:01

10.14 Challenges - Service transition 02:05

10.15 Risks - Service transition 01:27

10.16 Challenges - Service Operation 06:29

10.17 Critical Success factors - Service operation 01:34

10.18 Quiz

Learning Unit 11 - Summary, case studies, exam preparation and directed 02:40

11.1 Summary and Exam Preparation 00:25

11.2 Summary 00:08

11.3 Summary - SOA Introduction 00:08

11.4 Summary - SOA processes 00:12

11.5 Summary - SOA processes 00:12

11.6 Summary - SOA 00:12

11.7 Exam Preparation 00:08

11.8 Exam Hints 00:12

11.9 Exam Hints 00:12

11.10 Exam Hints 00:12

11.11 Exam Hints 00:12

11.12 Directed studies and Glossary 00:12

11.13 Thank you 00:15