ITIL® Intermediate PPO Certification Training

Course preview

ITIL Intermediate PPO

Learning Unit 00 - Introductory Lesson 45:10

0.1 ITIL® 2011 Capability Module Planning Protection and Optimization 01:14

0.2 Agenda 01:04

0.3 Objective 00:25

0.4 ITIL® 2011 Introduction 01:00

0.5 ITIL® 2011 Intermediate 00:51

0.6 ITIL - Qualification Criteria 02:03

0.7 Definition of Service Lifecycle 00:51

0.8 Definition of Service Capability 00:46

0.9 Difference bw Lifecycle and Capability Modules 00:37

0.10 Managing Across the Lifecycle 00:47

0.11 Accreditation Institute 00:42

0.12 PPO Course Description 01:20

0.13 Course Objective 01:15

0.14 Target Candidate 00:23

0.15 Target Candidate contd 01:42

0.16 Exam Pre-requisites 01:09

0.17 ITIL® 2011 PPO Exam Format 01:11

0.18 Exam Tips 00:23

0.19 Course Outline 06:38

0.20 Quiz 00:57

0.21 Foundation Basics 00:22

0.22 ITIL® 02:42

0.23 ITIL® Publication 03:24

0.24 ITIL® is presented as Best Practice What are Best Practices 00:57

0.25 Why choose Public Standards over Proprietary ones? 02:09

0.26 What is a Service? 00:36

0.27 What is a Service Management? 01:45

0.28 Service Management Roles: Service Owner 01:20

0.29 Service Management Roles: Process Owner 00:55

0.30 Connecting with Processes and Functions: RACI Matrix 02:49

0.31 Key Terminology: Service Providers 01:35

0.32 Key Terminology: Suppliers 00:39

0.33 Thank You 00:39

Learning Unit 01 - Introduction to PPO 48:04

1.1 Introduction to PPO 00:23

1.2 Introduction to PPO 00:15

1.3 Service Design - Purpose 00:42

1.4 Service Design - Objectives 00:53

1.5 Service Design - Value to Business 02:40

1.6 Service Design - Basics 02:35

1.7 Planning Protection and Optimization - Processes 00:26

1.8 Service Design - Inputs 01:03

1.9 Service Design - Outputs 01:34

1.10 Objectives of Design Co-ordination 02:35

1.11 Design Co-ordination - Scope 03:09

1.12 Design Co-ordination - Value 01:41

1.13 Design Co-ordination - Role of Design Coordination within PPO 00:36

1.14 Design Co-ordination - Interfaces 07:09

1.15 IT Service Management 02:39

1.16 Concept of Service and Value - Definition of a Service 02:15

1.17 Economic Value of a Service 03:24

1.18 Combined Effects of Utility and Warranty 02:02

1.19 Value to the Business - Monitor and Measure 02:09

1.20 Process 03:44

1.21 Organizing IT Service Management - Process Definition 00:44

1.22 Characteristics of a Process 01:09

1.23 Organizing IT Service Management - Organization Structure 03:55

1.24 Summary 00:22

1.25 Quiz

Learning Unit 02 - Capacity Management 41:51

2.1 Capacity Management 00:18

2.2 Capacity Management 00:23

2.3 Capacity Management - Purpose and Objectives 01:48

2.4 Capacity Management - Scope 03:38

2.5 Capacity Management - Value to the Business 01:29

2.6 Capacity Management - Policies 02:35

2.7 Capacity Management - Principles 02:04

2.8 Capacity Management - Process Activities 02:11

2.9 Capacity Management - Sub-processes 03:24

2.10 Capacity Management - Underpinning Iterative Activities 01:39

2.11 Capacity Management - Thresholds Management and Control 01:57

2.12 Capacity Management - Demand Management 01:56

2.13 Capacity Management - Modeling and Trending 02:35

2.14 Capacity Management - Application Sizing 02:21

2.15 Exercise - 1 00:20

2.16 Capacity Management - Triggers 01:06

2.17 Capacity Management - Inputs and Outputs 01:19

2.18 Capacity Management - Interfaces 01:45

2.19 Capacity Management - Information Management 03:17

2.20 Capacity Management - Challenges and Risks 02:42

2.21 Capacity Management - CSFs and KPIs 02:31

2.22 Capacity Management - Summary 00:33

2.23 Quiz

Learning Unit 03 - Availability Management 46:37

3.1 Availability Management 00:17

3.2 Availability Management 00:25

3.3 Availability Management - Purpose and Objectives 02:48

3.4 Availability Management - Scope 03:43

3.5 Availability Management - Value to the Business 01:22

3.6 Availability Management - Policies 03:51

3.7 Availability Management - Basic Concepts 1of3 01:53

3.8 Availability Management - Basic Concepts 2of3 02:22

3.9 Availability Management - Basic Concepts 3of3 00:47

3.10 Availability Management - Reactive Activities 01:02

3.11 Availability Management - Proactive Activities 03:06

3.12 Availability Management - Techniques 02:28

3.13 Availability Management - Triggers 01:34

3.14 Availability Management - Inputs and Outputs 04:56

3.15 Availability Management - Interfaces 02:29

3.16 Availability Management - CSFs and KPIs 03:33

3.17 Availability Management - Information Management 05:37

3.18 Availability Management - Challenges and Risks 03:51

3.19 Service Design - Availability Management Summary 00:33

3.20 Quiz

Learning Unit 04 - IT Service Continuity Management 57:47

4.1 IT Service Continuity Management 00:19

4.2 IT Service Continuity Management 00:23

4.3 IT Service Continuity Management - Purpose and Objectives 02:45

4.4 IT Service Continuity Management - Scope 03:17

4.5 IT Service Continuity Management - Value to the Business 00:49

4.6 IT Service Continuity Management - Policies 04:21

4.7 IT Service Continuity Management - Lifecycle 01:00

4.8 IT Service Continuity Management - Activities 1of11 04:02

4.9 IT Service Continuity Management - Activities 2of11 05:13

4.10 IT Service Continuity Management - Activities 3of11 03:17

4.11 IT Service Continuity Management - Activities 4of11 01:23

4.12 IT Service Continuity Management - Activities 5of11 03:07

4.13 IT Service Continuity Management - Activities 6of11 03:51

4.14 IT Service Continuity Management - Activities 7of11 03:34

4.15 IT Service Continuity Management - Activities 8of11 02:10

4.16 IT Service Continuity Management - Activities 9of11 02:53

4.17 IT Service Continuity Management - Activities 10of11 02:21

4.18 IT Service Continuity Management - Activities 11of11 02:18

4.19 Exercise - 2 00:21

4.20 IT Service Management - Triggers 01:24

4.21 IT Service Continuity Management - Interfaces 02:14

4.22 IT Service Continuity Management - Inputs and Outputs 01:34

4.23 IT Service Continuity Management - CSFs and KPIs 01:51

4.24 IT Service Continuity Management - Challenges and Risks 01:05

4.25 IT Service Continuity Management - Information Management 01:44

4.26 IT Service Continuity Management - Summary 00:31

4.27 Quiz

Learning Unit 05 - Information Security Management 29:27

5.1 Information Security Management 00:15

5.2 Information Security Management 00:25

5.3 Information Security Management - Purpose and Objective 00:41

5.4 Information Security Management - Scope 01:27

5.5 Information Security Management - Value to the Business 01:00

5.6 Information Security Management - Policies 01:50

5.7 Information Security Management - Key Concepts 01:07

5.8 Information Security Management - Key Concepts 00:41

5.9 Information Security Management - Key Concepts 01:09

5.10 Information Security Management - Key Concepts 01:08

5.11 Information Security Management - Key Concepts 00:32

5.12 Information Security Management - Key Concepts 00:59

5.13 Information Security Management - Key Concepts 01:22

5.14 Information Security Management - Key Concepts 02:48

5.15 Information Security Management - Triggers 01:20

5.16 Exercise - 3 00:21

5.17 Information Security Management - Interfaces 02:56

5.18 Information Security Management - Inputs and Outputs 03:12

5.19 Information Security Management - CSFs and KPIs 02:21

5.20 Information Security Management - Challenges 00:34

5.21 Information Security Management - Risks 01:35

5.22 Information Security Management - Information Management 01:09

5.23 Information Security Management Summary 00:35

5.24 Quiz

Learning Unit 06 - Demand Management 39:03

6.1 Demand Management 00:19

6.2 Demand Management 00:21

6.3 Demand Management and service lifecycle 01:25

6.4 Purpose and Objectives of Demand Management 01:54

6.5 Scope of Demand Management 02:27

6.6 Value to the Business 00:39

6.7 Demand Management - Basic Concepts 1of4 00:36

6.8 Demand Management - Basic Concepts 2of4 01:41

6.9 Demand Management - Basic Concepts 3of4 01:15

6.10 Demand Management - Basic Concepts 4of4 02:21

6.11 Challenges in Managing Service Demand 00:44

6.12 Management of Operation Demand 02:09

6.13 Activities 00:56

6.14 Activity based Demand Management 01:34

6.15 Activity based Demand Management 01:55

6.16 Benefits for analysing PBA 00:54

6.17 Codifying of PBAs 00:25

6.18 User Profile 01:09

6.19 PBA and User Profile 00:49

6.20 Differentiated Offerings 01:10

6.21 Triggers Inputs and Outputs 02:03

6.22 Outputs 00:41

6.23 Interfaces 04:57

6.24 Information Management 00:57

6.25 Critical Success Factors 02:22

6.26 Key Performance Indicators 00:55

6.27 Challenges 01:05

6.28 Risks 00:48

6.29 Demand Management Summary 00:32

6.30 Quiz

Learning Unit 07 - PPO Roles and Responsibilities 30:42

7.1 Roles and Responsibilities 00:16

7.2 Roles and Responsibilities 00:15

7.3 Process Owner 01:15

7.4 Process Manager 00:56

7.5 Process Practitioner 00:50

7.6 Capacity Management Process Owner 03:58

7.7 Capacity Management Process Manager 04:10

7.8 Availability Management Process Owner 03:31

7.9 Availability Management Process Manager 03:43

7.10 IT Service Continuity Management Process Owner 02:55

7.11 IT Service Continuity Management Process Manager 02:14

7.12 Information Security Management Process Owner 02:45

7.13 Information Security Management Process Manager 02:11

7.14 Key roles for Demand management 01:06

7.15 Roles and Responsibilities Summary 00:37

7.16 Quiz

Learning Unit 08 - Technology and Implementation considerations 52:15

8.1 Technology and Implementation Considerations 00:19

8.2 Technology and Implementation Considerations 00:45

8.3 PPO Technology Considerations 00:56

8.4 Designing Technology Architectures 02:55

8.5 Generic Requirements (Toolsets) 05:07

8.6 Evaluation Criteria for Technology 01:39

8.7 Requirements Classification - MoSCoW 01:20

8.8 Process Implementation 00:42

8.9 Service Design Evaluation Criteria 01:36

8.10 Service Design - Challenges 01:17

8.11 Service Design - Risks 02:22

8.12 Service Design - CSFs and KPIs 03:14

8.13 Service Transition - Challenges 02:14

8.14 Service Transition - Risks 01:41

8.15 Service Transition - Critical Success Factors 01:40

8.16 Service Operation - Challenges 02:20

8.17 Service Operation Managers - Challenges 1of2 02:24

8.18 Service Operation - Challenges 2of2 03:48

8.19 Service Operation - Risks 03:26

8.20 Service Operation - CSFs 1of3 01:29

8.21 Service Operation - CSFs 2of3 02:19

8.22 Service Operation - CSFs 3of3 01:58

8.23 Implementing Service Operation - Planning 03:41

8.24 Implementing Service Operation - Planning 01:48

8.25 Exercise - 4 00:17

8.26 Exercise - 4 (Contd) 00:27

8.27 Summary 00:31

8.28 Quiz

Learning Unit 09 - Summary exam preparation and direct studies 02:18

9.1 Exam Preparation 00:29

9.2 Exam Hints 1of4 00:17

9.3 Exam Hints 2of4 00:17

9.4 Exam Hints 3of4 00:17

9.5 Exam Hints 4of4 00:17

9.6 Case Studies Directed studies and Glossary 00:08

9.7 Checkpoints 00:17

9.8 Thank You 00:16