IT Service Management Foundation - ITSM Certification Training based on ISO/IEC 20000

Course preview

ITSM

ITSM 6:24:07

1.1 Intoduction Slide 01:13

1.2 Welcome and Administration 01:29

1.3 Structure of the Training 01:37

1.4 Structure of the Training(Contd.) 01:07

1.5 ISO IEC20000 Qualification Program 04:11

1.6 Examination Format 00:56

1.7 Course Material Goal 00:36

1.8 Core Concepts of IT Service Management 01:14

1.9 What Quality is and Why It is Important 01:40

1.10 Quality Policy 01:11

1.11 Relationship Between IT Services and Quality 01:20

1.12 Principles of Quality Management 00:57

1.13 Quality Management System 00:59

1.14 Objective of a Quality Management System 01:11

1.15 Steps to Establish a Quality Management System 01:06

1.16 Service 03:16

1.17 Factors Required to Provide an IT Service 01:05

1.18 Process 01:24

1.19 Benefits of a Process based Approach 01:48

1.20 Characteristics of a Process 01:13

1.21 Service Management 04:55

1.22 Benefits of IT Service Management 00:41

1.23 Risks of IT Service Management 00:31

1.24 Role of Tools Used Within IT Service Management 01:23

1.25 The Applications of the PDCA Cycle 01:38

1.26 Core Concepts of Quality Frameworks 01:00

1.27 ISO IEC20000 1 2011 02:34

1.28 ISO IEC20000 Parts 03:52

1.29 ISO IEC20000 Parts 02:27

1.30 PDCA Methodology

1.31 ITSM20 Program Principles 00:48

1.32 Who Uses ISO IEC20000 01:22

1.33 ISO IEC20000 The SMS 01:29

1.34 Purpose and Benefits of ISO IEC20000 00:33

1.35 Benefits of ISO IEC20000 01:55

1.36 Related Standards Overview 01:38

1.37 ISO9000 02:20

1.38 ISO IEC27000 03:00

1.39 Six Sigma 03:21

1.40 IT Infrastructure Library(ITIL) 03:53

1.41 ITIL Version2 01:50

1.42 ITIL 2011 02:51

1.43 Mapping ISO20000Standard to the Service Lifecycle 00:58

1.44 Mapping Deming Cycle to the Service Lifecycle 02:44

1.45 What is(not) ITIL 03:13

1.46 Process Document Contents 01:43

1.47 Microsoft Operations Framework(MOF) 03:58

1.48 MOF4. Framework 04:01

1.49 Capability Maturity Model Integration(CMMI) 02:31

1.50 CMM CMMI Maturity Levels 02:45

1.51 Capability Assessments 01:41

1.52 Types of Capability Assessments 02:52

1.53 ISO IEC15504 05:25

1.54 COBIT 03:29

1.55 COBIT Framework 03:57

1.56 Company Specific Standards 01:01

1.57 Complementary Frameworks Technologies 00:54

1.58 ITIL 2011 01:14

1.59 ITIL and ISO IEC20000 01:32

1.60 COBIT5 03:38

1.61 Six Sigma 00:58

1.62 ISO9001 Quality Management Systems

1.63 ISO IEC27001

1.64 ISO IEC38500 02:03

1.65 ISO IEC38500 2 01:00

1.66 New Technologies 02:51

1.67 How it All Fits 00:59

1.68 Introduction to Management Systems 00:45

1.69 Management System 01:14

1.70 Roles and Responsibilities of Management 01:22

1.71 Roles and Responsibilities of Management(Contd.) 00:51

1.72 Objective of a Service Management System(SMS) 01:05

1.73 General Management Responsibilities 00:49

1.74 General Governance Principles 00:50

1.75 Importance of Documentation and Basic Requirements for Documentation 01:05

1.76 Documentation Best Practices 00:48

1.77 Requirements for Resource Management 00:58

1.78 The SMS 01:44

1.79 Core Concepts of the Service Management System(SMS) 01:05

1.80 Objective of Planning and Improving Service Management 00:39

1.81 Objective of Planning and Improving Service Management 00:57

1.82 Continual Improvement Methodology for Service Management Processes 01:14

1.83 PDCA in Service Management 01:18

1.84 Plan Service Management 00:44

1.85 Planning for Service Management 01:03

1.86 Service Management Plan 01:00

1.87 Service Management Plan(Contd.) 01:07

1.88 Service Management Plan 00:59

1.89 Service Management Plan 00:39

1.90 Key Principles of Producing and Implementing a Service Management Plan 00:15

1.91 Implementing Service Management 00:56

1.92 Requirements for Monitoring Measuring Reviewing and Improving the Processes 00:24

1.93 Achievement of Objectives 02:22

1.94 Comparison Characteristics of Assessments and Audits 01:08

1.95 Comparison Characteristics of Assessments and Audits 00:51

1.96 Audit Program 01:09

1.97 Management Review 00:56

1.98 Continual Improvement 00:20

1.99 Policy 00:34

1.100 Management of Improvement 00:46

1.101 Activities to be Carried Out 00:36

1.102 Activities to be Carried Out(Contd.) 00:43

1.103 Service Design and Transition 00:14

1.104 Management Requirements for NewChanged Services 01:22

1.105 Management Requirements for NewChanged Services(Contd.) 00:38

1.106 Management Requirements for NewChanged Services(Contd.) 00:40

1.107 Requirements for Planning NewChanged Services 00:40

1.108 Requirements for Designing NewChanged Services 01:02

1.109 Requirements for Designing NewChanged Services(Contd.) 00:28

1.110 Requirements for Transitioning NewChanged Services 01:12

1.111 Service Delivery Processes and Their Relationships 01:09

1.112 Service Level Management Purpose Objectives Scope 02:36

1.113 Service Level Management Process Activities 02:25

1.114 Service Level Management Terminology 03:59

1.115 Service Level Management Key Terms Illustrated 02:49

1.116 Service Level Management Designing SLA Structures 03:48

1.117 Service Level Management SLA Content 01:24

1.118 Service Level Management Service Review 01:11

1.119 Service Level Management Service Improvement Program(SIP) 01:03

1.120 Service Level Management Interfaces to SLM 01:30

1.121 Service Level Management Best Practices 01:40

1.122 Service Reporting 01:29

1.123 Minimum Requirements 02:09

1.124 Service Reporting Interfaces 01:07

1.125 IT Service Continuity Management Purpose Objectives Scope 01:51

1.126 IT Service Continuity Management Key Terms Explained 02:47

1.127 IT Service Continuity Management Key Terms Explained(Contd.) 02:03

1.128 IT Service Continuity Management Lifecycle Activities 02:30

1.129 Service Continuity Management Interfaces 01:56

1.130 Service Continuity Management Best Practices 00:41

1.131 Availability Management Process Purpose Objectives Scope 02:11

1.132 Availability Management Key Terms Explained 02:18

1.133 Availability Management Key Terms Explained(Contd.) 01:45

1.134 Availability Management Interfaces 01:32

1.135 Availability Management Best Practices 00:59

1.136 Budgeting and Accounting for Services Purpose 01:01

1.137 Budgeting and Accounting for Services Objectives 01:11

1.138 Budgeting and Accounting for Services Scope 02:25

1.139 Budgeting and Accounting for Services Activities 02:36

1.140 Budgeting and Accounting for Services Benefits 01:03

1.141 Budgeting and Accounting Interfaces 01:02

1.142 Budgeting and Accounting for Services Best Practices 00:57

1.143 Capacity Management Purpose Objectives Scope 03:22

1.144 Capacity Management A Balancing Act 01:55

1.145 Capacity Management Process Activities 06:38

1.146 Capacity Management Sub Processes 02:37

1.147 Capacity Management Capacity Plan 00:52

1.148 Capacity Management Interfaces 00:53

1.149 Capacity Management Best Practices 00:48

1.150 Information Security Management Purpose Objectives Scope 03:25

1.151 Information Security Management Key Terminology 01:52

1.152 Information Security Management Security Framework 01:12

1.153 Information Security Management Security Policy 01:45

1.154 Information Security Mgmt Information Security Management System(ISMS) 01:44

1.155 Information Security Management Interfaces 01:52

1.156 Information Security Management Best Practices 01:44

1.157 Relationship Processes and Their Relationships 00:36

1.158 Relationship Process Relationship 02:08

1.159 Business Relationship Management Purpose 01:27

1.160 Business Relationship Management Objectives 01:55

1.161 Business Relationship Management Scope 03:04

1.162 Business Relationship Activities 00:15

1.163 Business Relationship Mgmt Role Business Relationship Manager 01:05

1.164 Business Relationship Management Interfaces 00:45

1.165 Supplier Management Purpose Objectives Scope 01:40

1.166 Supplier Management Supplier and Contract Database 02:43

1.167 Supplier Management Relationship with Service Level Management 01:30

1.168 Supplier Management Supplier Categorisation 01:31

1.169 Supplier Management Supplier Categorisation(Contd.) 01:02

1.170 Supplier Management Role 01:15

1.171 Supplier Management Interfaces 01:22

1.172 Supply Chain Relationships 01:15

1.173 Resolution Processes and Their Relationships 00:37

1.174 Incident Management 01:03

1.175 Incident Management Purpose Objectives 01:46

1.176 Incident Management Scope and Value to Business 04:38

1.177 Incident Management Basic Concepts 03:28

1.178 Incident Management Process Flow Activities 04:59

1.179 Incident Management Process Interfaces 03:24

1.180 Incident Management Best Practices 00:58

1.181 Request Fulfillment Process Purpose Objectives 02:08

1.182 Request Fulfillment Process Scope Basic Concepts 01:08

1.183 Request Fulfillment Interfaces 01:44

1.184 Problem Management Purpose Objectives 01:21

1.185 Problem Management Scope and Value to Business 02:10

1.186 Problem Management Basic Concepts 02:39

1.187 Problem Management Process Flow Reactive Problem Management 04:25

1.188 Problem Management Process Flow Interfaces with Other Processes 02:45

1.189 Problem Management Best Practices 01:12

1.190 Control Processes and Their Relationships 00:42

1.191 Change Management Purpose Objectives 01:04

1.192 Change Management Scope 02:05

1.193 Change Management Change Types 02:29

1.194 Change Management Remediation Planning 00:58

1.195 Change Management Concepts 00:52

1.196 Change Management Change Proposals 01:02

1.197 Change Management Change Flow 03:26

1.198 Change Management Roles in Change Management 01:22

1.199 Change Management Change Advisory Board(CAB) 01:57

1.200 Change Management 7 R of Change Management 01:33

1.201 Change Management Change Metrics 02:15

1.202 Change Management Key Challenges 01:47

1.203 Change Management Interfaces 02:03

1.204 Purpose Objectives and Scope 02:09

1.205 Service Asset and Configuration Management Basic Concepts 01:27

1.206 Basic Concepts(Contd.) 01:32

1.207 Basic Concepts(Contd.) 02:13

1.208 Basic Concepts(Contd.) 01:23

1.209 Basic Concepts CMDB and DML 01:28

1.210 Service Asset and Configuration Management Basic Concepts Logical Model 02:00

1.211 Basic Concepts Relationship Between CMDB CMS and SKMS 02:55

1.212 SACM Relationship 01:15

1.213 Configuration Management Best Practices and Practical Application 00:56

1.214 Release and Deployment Management Purpose Objectives 01:55

1.215 Release and Deployment Management Purpose Objectives(contd) 00:33

1.216 Release and Deployment Management Scope 00:42

1.217 Release and Deployment Management Basic Concepts Release Policy 02:45

1.218 Release and Deployment Management Release Unit and Release Package 01:57

1.219 Release and Deployment Management Release Types 01:02

1.220 Release and Deployment Approaches 03:27

1.221 Four phases of Release and Deployment Mgmt 02:01

1.222 Release and Deployment Management Relationship 00:46

1.223 Release and Deployment Management Best Practices 01:28

1.224 Cntrol Process Relationsships 00:46

1.225 Role of process new service Deployment 01:36

1.226 Case Study 00:04

1.227 Introduction 00:07

1.228 Introduction 00:08

1.229 Introduction 00:08

1.230 Exercise 00:11

1.231 Exercise 00:10

1.232 Exercise 00:07

1.233 Exercise 00:07

1.234 IT Service Management 00:07

1.235 IT Service Management 00:11

1.236 Some Constraints 00:10

1.237 Some Constraints 00:09

1.238 Exercise 00:11

1.239 Sample Exam 00:05

1.240 Quiz

1.241 Thank You 00:04