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Lectures |
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1. Course Introduction- 32s |
2. Instructor Introduction- 1m 35s |
2. Course Organization- 22s |
3. Welcome to the Course!- 34s |
4. Mentoring Community Introductions- 45s |
5. Why Are You Here?- 47s |
6. Using Bloom’s Taxonomy- 1m 10s |
7. What do you Expect?- 37s |
8. Housekeeping in the Online Classroom- 1m 3s |
9. Course Conventions & Agenda- 8s |
10. Conventions Used- 54s |
11. Quizzes & Exercises- 44s |
12. ITIL Qualification Scheme- 47s |
13. ITIL Capability Exam- 1m 8s |
14. Getting Started in an Online Classroom- 2m 26s |
15. Section Review- 23s |
Lectures |
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1. Introduction to Operational Support & Analysis- 26s |
2. Service Operation- 19s |
3. SO & the Service Lifecycle- 52s |
4. Managing Across the Lifecycle- 3m 27s |
5. Purpose, Goals & Objectives of Service Operation- 52s |
6. Scope of Service Operation- 1m 55s |
7. Value of Service Operation- 1m 38s |
8. Principles of OSA- 48s |
9. Fundamentals of Service Operation- 3m 14s |
10. The Principle of Service Operation- 2m 15s |
11. Achieving Balance in Service Operation- 2m 39s |
12. Balancing Stability & Responsiveness- 2m 33s |
13. Balancing QoS & CoS- 1m 9s |
14. Balancing Reactive & Proactive- 1m 59s |
15. Providing Service- 2m 22s |
16. SO & Other Lifecycle Stages- 2m 16s |
17. OSA Summary- 9s |
19. Checkpoint- 9s |
20. Section Review- 1m 6s |
Lectures |
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1. Introduction to Service Operation Processes- 32s |
2. Event Management- 31s |
3. The Service Operation Model- 4m 31s |
4. The Processes of Service Operation- 1m 5s |
5. Introduction- 1m 16s |
6. Purpose, Goals & Objectives- 1m 42s |
7. Scope- 52s |
8. Value to the Business- 1m 58s |
9. Concepts- 2m 20s |
10. Activities of Event Management- 41s |
11. Event Occurrence & Notification- 3m 24s |
12. Event Detection & Filtering- 1m 8s |
13. Event Significance & Correlation- 2m 9s |
14. Event Response Trigger & Selection- 1m 10s |
15. Event Review & Closure- 1m 25s |
16. Designing for Event Management- 1m 15s |
17. Instrumentation- 1m 41s |
18. Error Messaging- 1m 7s |
19. Event Detection & Alert Mechanisms- 1m 30s |
20. Identification of Thresholds- 1m 6s |
21. Triggers, Inputs & Outputs- 2m 13s |
22. Process Relationships- 2m 16s |
23. Information- 1m 18s |
24. Critical Success Factors- 3m 6s |
25. Challenges & Risks- 3m 6s |
26. Summary- 1m 55s |
27. Incident Management- 34s |
33. Activities of Incident Management- 22s |
34. Incident Logging- 56s |
35. Incident Categorization- 1m 36s |
36. Categorization- 1m 7s |
37. Incident Priority- 1m 10s |
38. Incident Escalation- 1m 13s |
39. Incident Diagnosis- 1m 16s |
40. Incident Resolution & Recovery- 1m 13s |
41. Incident Closure- 2m 11s |
42. Expanded Incident Lifecycle- 4m 20s |
43. Incident Management – Roles- 1m 1s |
50. Lesson: Request Fulfillment- 36s |
56. Activities of Request Fulfillment- 1m 36s |
57. Menu Selection- 1m 27s |
58. Financial Approval- 1m 9s |
59. Other Approval- 54s |
60. Fulfillment- 51s |
61. Closure- 39s |
68. Problem Management- 36s |
74. Activities of Problem Management- 2m 6s |
75. Managing the Problem- 1m 42s |
76. Problem Detection- 1m 19s |
77. Problem Logging- 56s |
78. Problem Categorization- 40s |
79. Problem Prioritization- 1m 15s |
80. Problem Investigation & Diagnosis- 1m 16s |
81. Workarounds- 1m 31s |
82. Raising a Known Error Record- 52s |
83. Problem Resolution- 1m 3s |
84. Problem Closure- 40s |
85. Major Problem Review- 1m 7s |
86. Development Errors- 1m 32s |
87. Problem Analysis Techniques- 1m 21s |
88. Managing the Known Error- 2m 23s |
90. Relationships- 2m 34s |
95. Access Management- 35s |
101. Activities of Access Management- 42s |
102. Access Request- 1m 17s |
103. Access Verification- 1m 6s |
104. Provide Rights- 1m 4s |
105. Monitor Identity Status- 1m 3s |
106. Log & Track Access- 1m 29s |
107. Remove or Restrict Rights- 48s |
114. Operational Activities of Other Lifecycle Processes- 49s |
116. Change Management- 1m 33s |
117. Service Asset & Configuration Management- 56s |
118. Release & Deployment Management- 36s |
119. Knowledge Management- 44s |
120. Capacity Management- 1m 34s |
121. Availability Management- 1m 2s |
122. IT Service Continuity Management- 57s |
123. Financial Management- 1m 10s |
124. Lesson: Service Operation Processes Summary- 9s |
125. Service Operation Process Summary- 2m 16s |
126. Checkpoint- 14s |
127. Section Review- 1m 34s |
Lectures |
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1. Common Activities- 20s |
2. OSA Common Activities- 24s |
3. Introduction- 3m 22s |
4. Service Operation - Common Activities- 47s |
5. Monitoring & Control- 1m 7s |
6. Control Loop- 3m 38s |
7. OSA's Common Activities- 38s |
8. IT Operations- 37s |
9. Mainframe Management- 32s |
10. Server Management & Support- 52s |
11. Network Management- 48s |
12. Storage & Archive- 30s |
13. Database Management- 1m 28s |
14. Directory Services Management- 1m 3s |
15. Desktop Support- 1m 10s |
16. Middleware Management- 46s |
17. Internet/Web Management- 1m 14s |
18. Facilities & Datacenter Management- 1m 3s |
19. Data Center Strategies- 1m 14s |
20. IT Security Management – ISO/IEC Security Standards- 1m 12s |
21. Improvement of Operational Activities- 1m 38s |
22. Common Activities Summary- 16s |
24. Checkpoint- 8s |
25. Section Review- 1m 18s |
Lectures |
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1. Service Desk Function- 28s |
2. Service Desk Function (Cont.)- 24s |
3. Introduction to Service Operation Functions- 32s |
4. Introduction to Service Desk- 2m 25s |
5. Service Desk- 18s |
6. Service Desk – Role- 1m 29s |
7. Service Desk – Objectives- 1m 6s |
8. Service Desk – Organizational Structures- 1m 58s |
9. Outsourcing Issues- 1m 57s |
10. Service Desk – Staffing- 2m 18s |
11. Service Desk – Metrics- 1m 35s |
12. Technical Management Function- 25s |
13. Introduction to Technical Management- 46s |
14. Technical Management- 24s |
15. Technical Management – Role- 57s |
16. Technical Management – Objectives- 1m 12s |
17. Generic Technical Management Activities- 1m 12s |
18. Technical Management – Organizational Structures- 47s |
19. Technical Management – Design, Maintenance & Support- 1m 27s |
20. Technical Management – Metrics- 1m 6s |
21. Technical Management - Documentation- 53s |
22. IT Operations Management- 36s |
23. Introduction to IT Service Operations Management- 40s |
24. IT Operations- 25s |
25. IT Operations – Role- 1m 13s |
26. IT Operations – Objectives- 32s |
27. IT Operations – Organizational Structures- 1m 9s |
28. IT Operations – Metrics- 44s |
29. Operations Management - Documentation- 1m |
30. Application Management Function- 25s |
31. Introduction to Application Management- 40s |
32. Application Management- 33s |
33. Application Management – Role- 1m 17s |
34. Application Management – Objectives- 1m 7s |
35. Application Management - Principles- 1m 20s |
36. Application Lifecycle- 2m 5s |
37. Application Management – Generic Activities- 2m 1s |
38. Application Management – Organizational Structures- 1m 25s |
39. Application Management – Roles & Responsibilities- 1m 10s |
40. Application Management – Metrics- 1m 1s |
41. Application Management – Documentation- 1m 29s |
42. Service Operation Functions Summary- 8s |
44. Checkpoint- 8s |
45. Section Review- 1m 50s |
Lectures |
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1. Organizational Structures- 44s |
3. Organizational Structures (Cont.)- 30s |
4. Specialization Based Structures- 1m 22s |
5. Activity Based Structures- 1m 27s |
6. Process Based Structures- 1m 25s |
7. Geography Based Structures- 1m 22s |
8. Hybrid Structures- 1m 11s |
9. Roles & Responsibilities- 11s |
10. Introduction- 1m 29s |
11. Generic Roles- 38s |
12. Service Owner- 49s |
13. Process Owner- 1m 3s |
14. Process Manager- 50s |
15. Process Practitioner- 57s |
16. OSA - Roles- 21s |
17. Service Desk- 1m 20s |
18. Technical Management- 38s |
19. IT Operations- 45s |
20. Application Management- 36s |
21. Event Management- 1m 42s |
22. Incident Management- 2m 4s |
23. Request Fulfillment- 1m 8s |
24. Problem Management- 1m 20s |
25. Access Management- 54s |
26. Technology Considerations- 18s |
28. Service Management Tools- 38s |
29. Generic Technology Considerations- 3m 23s |
30. Tool Evaluation Criteria- 1m 14s |
31. Event Management Desired Features- 1m 51s |
32. Incident Management Desired Features- 1m 36s |
33. Request Fulfillment Desired Features- 1m |
34. Problem Management Desired Features- 1m 18s |
35. Access Management Desired Features- 1m 10s |
36. Service Desk Desired Features- 1m 40s |
37. Implementing OSA- 1m 5s |
38. Implementation- 55s |
39. Managing Change- 43s |
40. Project Management- 1m 13s |
41. Assessing & Managing Risk- 1m 15s |
42. Involvement in Design & Transition- 1m 59s |
43. Planning & Implementing Technology- 1m 17s |
44. Challenges, CSFs & Risks- 1m 36s |
45. Challenges- 2m 40s |
46. Critical Success Factors- 1m 36s |
47. Risks- 1m 33s |
48. Organize & Implement Summary- 10s |
50. Checkpoint- 12s |
51. Section Review- 1m 40s |
52. Course Closure- 2m 42s |
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