ITILSC-OSA: ITIL Service Capability Operational Support and Analysis

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What’s included

235 : Lectures
4h 50m 14s : Duration

$14.99/24.99

Course Introduction

Lectures	Duration
1. Course Introduction- 32s	32s
2. Instructor Introduction- 1m 35s	1m 35s
2. Course Organization- 22s	22s
3. Welcome to the Course!- 34s	34s
4. Mentoring Community Introductions- 45s	45s
5. Why Are You Here?- 47s	47s
6. Using Bloom’s Taxonomy- 1m 10s	1m 10s
7. What do you Expect?- 37s	37s
8. Housekeeping in the Online Classroom- 1m 3s	1m 3s
9. Course Conventions & Agenda- 8s	8s
10. Conventions Used- 54s	54s
11. Quizzes & Exercises- 44s	44s
12. ITIL Qualification Scheme- 47s	47s
13. ITIL Capability Exam- 1m 8s	1m 8s
14. Getting Started in an Online Classroom- 2m 26s	2m 26s
15. Section Review- 23s	23s

Introduction to Operational Support & Analysis

Lectures	Duration
1. Introduction to Operational Support & Analysis- 26s	26s
2. Service Operation- 19s	19s
3. SO & the Service Lifecycle- 52s	52s
4. Managing Across the Lifecycle- 3m 27s	3m 27s
5. Purpose, Goals & Objectives of Service Operation- 52s	52s
6. Scope of Service Operation- 1m 55s	1m 55s
7. Value of Service Operation- 1m 38s	1m 38s
8. Principles of OSA- 48s	48s
9. Fundamentals of Service Operation- 3m 14s	3m 14s
10. The Principle of Service Operation- 2m 15s	2m 15s
11. Achieving Balance in Service Operation- 2m 39s	2m 39s
12. Balancing Stability & Responsiveness- 2m 33s	2m 33s
13. Balancing QoS & CoS- 1m 9s	1m 9s
14. Balancing Reactive & Proactive- 1m 59s	1m 59s
15. Providing Service- 2m 22s	2m 22s
16. SO & Other Lifecycle Stages- 2m 16s	2m 16s
17. OSA Summary- 9s	9s
19. Checkpoint- 9s	9s
20. Section Review- 1m 6s	1m 6s

Service Operation Processes

Lectures	Duration
1. Introduction to Service Operation Processes- 32s	32s
2. Event Management- 31s	31s
3. The Service Operation Model- 4m 31s	4m 31s
4. The Processes of Service Operation- 1m 5s	1m 5s
5. Introduction- 1m 16s	1m 16s
6. Purpose, Goals & Objectives- 1m 42s	1m 42s
7. Scope- 52s	52s
8. Value to the Business- 1m 58s	1m 58s
9. Concepts- 2m 20s	2m 20s
10. Activities of Event Management- 41s	41s
11. Event Occurrence & Notification- 3m 24s	3m 24s
12. Event Detection & Filtering- 1m 8s	1m 8s
13. Event Significance & Correlation- 2m 9s	2m 9s
14. Event Response Trigger & Selection- 1m 10s	1m 10s
15. Event Review & Closure- 1m 25s	1m 25s
16. Designing for Event Management- 1m 15s	1m 15s
17. Instrumentation- 1m 41s	1m 41s
18. Error Messaging- 1m 7s	1m 7s
19. Event Detection & Alert Mechanisms- 1m 30s	1m 30s
20. Identification of Thresholds- 1m 6s	1m 6s
21. Triggers, Inputs & Outputs- 2m 13s	2m 13s
22. Process Relationships- 2m 16s	2m 16s
23. Information- 1m 18s	1m 18s
24. Critical Success Factors- 3m 6s	3m 6s
25. Challenges & Risks- 3m 6s	3m 6s
26. Summary- 1m 55s	1m 55s
27. Incident Management- 34s	34s
33. Activities of Incident Management- 22s	22s
34. Incident Logging- 56s	56s
35. Incident Categorization- 1m 36s	1m 36s
36. Categorization- 1m 7s	1m 7s
37. Incident Priority- 1m 10s	1m 10s
38. Incident Escalation- 1m 13s	1m 13s
39. Incident Diagnosis- 1m 16s	1m 16s
40. Incident Resolution & Recovery- 1m 13s	1m 13s
41. Incident Closure- 2m 11s	2m 11s
42. Expanded Incident Lifecycle- 4m 20s	4m 20s
43. Incident Management – Roles- 1m 1s	1m 1s
50. Lesson: Request Fulfillment- 36s	36s
56. Activities of Request Fulfillment- 1m 36s	1m 36s
57. Menu Selection- 1m 27s	1m 27s
58. Financial Approval- 1m 9s	1m 9s
59. Other Approval- 54s	54s
60. Fulfillment- 51s	51s
61. Closure- 39s	39s
68. Problem Management- 36s	36s
74. Activities of Problem Management- 2m 6s	2m 6s
75. Managing the Problem- 1m 42s	1m 42s
76. Problem Detection- 1m 19s	1m 19s
77. Problem Logging- 56s	56s
78. Problem Categorization- 40s	40s
79. Problem Prioritization- 1m 15s	1m 15s
80. Problem Investigation & Diagnosis- 1m 16s	1m 16s
81. Workarounds- 1m 31s	1m 31s
82. Raising a Known Error Record- 52s	52s
83. Problem Resolution- 1m 3s	1m 3s
84. Problem Closure- 40s	40s
85. Major Problem Review- 1m 7s	1m 7s
86. Development Errors- 1m 32s	1m 32s
87. Problem Analysis Techniques- 1m 21s	1m 21s
88. Managing the Known Error- 2m 23s	2m 23s
90. Relationships- 2m 34s	2m 34s
95. Access Management- 35s	35s
101. Activities of Access Management- 42s	42s
102. Access Request- 1m 17s	1m 17s
103. Access Verification- 1m 6s	1m 6s
104. Provide Rights- 1m 4s	1m 4s
105. Monitor Identity Status- 1m 3s	1m 3s
106. Log & Track Access- 1m 29s	1m 29s
107. Remove or Restrict Rights- 48s	48s
114. Operational Activities of Other Lifecycle Processes- 49s	49s
116. Change Management- 1m 33s	1m 33s
117. Service Asset & Configuration Management- 56s	56s
118. Release & Deployment Management- 36s	36s
119. Knowledge Management- 44s	44s
120. Capacity Management- 1m 34s	1m 34s
121. Availability Management- 1m 2s	1m 2s
122. IT Service Continuity Management- 57s	57s
123. Financial Management- 1m 10s	1m 10s
124. Lesson: Service Operation Processes Summary- 9s	9s
125. Service Operation Process Summary- 2m 16s	2m 16s
126. Checkpoint- 14s	14s
127. Section Review- 1m 34s	1m 34s

OSA Common Activities

Lectures	Duration
1. Common Activities- 20s	20s
2. OSA Common Activities- 24s	24s
3. Introduction- 3m 22s	3m 22s
4. Service Operation - Common Activities- 47s	47s
5. Monitoring & Control- 1m 7s	1m 7s
6. Control Loop- 3m 38s	3m 38s
7. OSA's Common Activities- 38s	38s
8. IT Operations- 37s	37s
9. Mainframe Management- 32s	32s
10. Server Management & Support- 52s	52s
11. Network Management- 48s	48s
12. Storage & Archive- 30s	30s
13. Database Management- 1m 28s	1m 28s
14. Directory Services Management- 1m 3s	1m 3s
15. Desktop Support- 1m 10s	1m 10s
16. Middleware Management- 46s	46s
17. Internet/Web Management- 1m 14s	1m 14s
18. Facilities & Datacenter Management- 1m 3s	1m 3s
19. Data Center Strategies- 1m 14s	1m 14s
20. IT Security Management – ISO/IEC Security Standards- 1m 12s	1m 12s
21. Improvement of Operational Activities- 1m 38s	1m 38s
22. Common Activities Summary- 16s	16s
24. Checkpoint- 8s	8s
25. Section Review- 1m 18s	1m 18s

Service Operation Functions

Lectures	Duration
1. Service Desk Function- 28s	28s
2. Service Desk Function (Cont.)- 24s	24s
3. Introduction to Service Operation Functions- 32s	32s
4. Introduction to Service Desk- 2m 25s	2m 25s
5. Service Desk- 18s	18s
6. Service Desk – Role- 1m 29s	1m 29s
7. Service Desk – Objectives- 1m 6s	1m 6s
8. Service Desk – Organizational Structures- 1m 58s	1m 58s
9. Outsourcing Issues- 1m 57s	1m 57s
10. Service Desk – Staffing- 2m 18s	2m 18s
11. Service Desk – Metrics- 1m 35s	1m 35s
12. Technical Management Function- 25s	25s
13. Introduction to Technical Management- 46s	46s
14. Technical Management- 24s	24s
15. Technical Management – Role- 57s	57s
16. Technical Management – Objectives- 1m 12s	1m 12s
17. Generic Technical Management Activities- 1m 12s	1m 12s
18. Technical Management – Organizational Structures- 47s	47s
19. Technical Management – Design, Maintenance & Support- 1m 27s	1m 27s
20. Technical Management – Metrics- 1m 6s	1m 6s
21. Technical Management - Documentation- 53s	53s
22. IT Operations Management- 36s	36s
23. Introduction to IT Service Operations Management- 40s	40s
24. IT Operations- 25s	25s
25. IT Operations – Role- 1m 13s	1m 13s
26. IT Operations – Objectives- 32s	32s
27. IT Operations – Organizational Structures- 1m 9s	1m 9s
28. IT Operations – Metrics- 44s	44s
29. Operations Management - Documentation- 1m	1m
30. Application Management Function- 25s	25s
31. Introduction to Application Management- 40s	40s
32. Application Management- 33s	33s
33. Application Management – Role- 1m 17s	1m 17s
34. Application Management – Objectives- 1m 7s	1m 7s
35. Application Management - Principles- 1m 20s	1m 20s
36. Application Lifecycle- 2m 5s	2m 5s
37. Application Management – Generic Activities- 2m 1s	2m 1s
38. Application Management – Organizational Structures- 1m 25s	1m 25s
39. Application Management – Roles & Responsibilities- 1m 10s	1m 10s
40. Application Management – Metrics- 1m 1s	1m 1s
41. Application Management – Documentation- 1m 29s	1m 29s
42. Service Operation Functions Summary- 8s	8s
44. Checkpoint- 8s	8s
45. Section Review- 1m 50s	1m 50s

Organize & Implement

Lectures	Duration
1. Organizational Structures- 44s	44s
3. Organizational Structures (Cont.)- 30s	30s
4. Specialization Based Structures- 1m 22s	1m 22s
5. Activity Based Structures- 1m 27s	1m 27s
6. Process Based Structures- 1m 25s	1m 25s
7. Geography Based Structures- 1m 22s	1m 22s
8. Hybrid Structures- 1m 11s	1m 11s
9. Roles & Responsibilities- 11s	11s
10. Introduction- 1m 29s	1m 29s
11. Generic Roles- 38s	38s
12. Service Owner- 49s	49s
13. Process Owner- 1m 3s	1m 3s
14. Process Manager- 50s	50s
15. Process Practitioner- 57s	57s
16. OSA - Roles- 21s	21s
17. Service Desk- 1m 20s	1m 20s
18. Technical Management- 38s	38s
19. IT Operations- 45s	45s
20. Application Management- 36s	36s
21. Event Management- 1m 42s	1m 42s
22. Incident Management- 2m 4s	2m 4s
23. Request Fulfillment- 1m 8s	1m 8s
24. Problem Management- 1m 20s	1m 20s
25. Access Management- 54s	54s
26. Technology Considerations- 18s	18s
28. Service Management Tools- 38s	38s
29. Generic Technology Considerations- 3m 23s	3m 23s
30. Tool Evaluation Criteria- 1m 14s	1m 14s
31. Event Management Desired Features- 1m 51s	1m 51s
32. Incident Management Desired Features- 1m 36s	1m 36s
33. Request Fulfillment Desired Features- 1m	1m
34. Problem Management Desired Features- 1m 18s	1m 18s
35. Access Management Desired Features- 1m 10s	1m 10s
36. Service Desk Desired Features- 1m 40s	1m 40s
37. Implementing OSA- 1m 5s	1m 5s
38. Implementation- 55s	55s
39. Managing Change- 43s	43s
40. Project Management- 1m 13s	1m 13s
41. Assessing & Managing Risk- 1m 15s	1m 15s
42. Involvement in Design & Transition- 1m 59s	1m 59s
43. Planning & Implementing Technology- 1m 17s	1m 17s
44. Challenges, CSFs & Risks- 1m 36s	1m 36s
45. Challenges- 2m 40s	2m 40s
46. Critical Success Factors- 1m 36s	1m 36s
47. Risks- 1m 33s	1m 33s
48. Organize & Implement Summary- 10s	10s
50. Checkpoint- 12s	12s
51. Section Review- 1m 40s	1m 40s
52. Course Closure- 2m 42s	2m 42s