Introduction
Tip #1 - Join LinkedIn Community
Service Management as a Practice
Roles
Service Lifecycle
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Handout for Section-4 Presentation
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Overview of the Service Lifecycle (3:52)
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Service Strategy-Scope (4:08)
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Service Strategy-Objectives (3:21)
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Service Design-Scope (4:06)
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Service Design-Goals (2:23)
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Service Design-Objectives (3:04)
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Service Design-Business Value (2:38)
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Service Transition-Scope (3:17)
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Service Transition-Purpose (2:35)
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Service Transition-Goals (1:57)
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Service Transition-Objectives (2:13)
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Service Transition-Business Value (3:06)
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Service Operation-Scope (2:11)
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Service Operation-Objectives (1:09)
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Service Operation-Business Value (1:58)
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Continual Service Improvement (CSI)-Scope (1:48)
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Continual Service Improvement (CSI)-Goals (2:38)
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Content & Processes of Service Lifecycle Stages (3:18)
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Quiz for Section #4
Service Strategy
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Handout for Section-5 Presentation
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Service (3:19)
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Value Creation (6:46)
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Capabilities & Resources (5:25)
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4 Main Activities of the Service Strategy (4:04)
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Service Portfolio (4:14)
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Definitions (3:41)
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Demand Management Process (5:06)
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Demand Management Process-Patterns of Business Activity (PBA) (6:41)
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Financial Management Process (7:08)
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Service Automation (4:35)
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Business Relationship Management Process (5:35)
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Quiz for Section #5
Service Design
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Handout for Section-6 Presentation
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Overview of Service Design (2:30)
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The 4 P's of Service Design (3:51)
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Design of the Service Portfolio (2:18)
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Identification of Business Requirements (3:31)
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Necessary Information for Existing Services (3:06)
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Necessary Information for New Services (4:05)
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Architecture Design (3:32)
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Designing Processes (2:02)
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Design of Measurements (2:43)
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Service Catalogue Management Process (6:53)
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Service Level Management Process - Goals & Objectives (6:03)
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Service Level Management Process - Scope & Collaboration (5:46)
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Service Level Management Process - Service Level & Service Level Target (4:21)
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Service Level Management Process - Definitions (8:40)
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Service Level Management Process - Process Activities (6:27)
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Service Level Management Process - Designing SLA Framework (3:19)
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Service Level Management Process - Evolution of Business Requirements to SLAs (4:04)
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Service Level Management Process - Service Reports (3:35)
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Service Level Management Process - Conduct Service Reviews&Initiate Improvements (3:38)
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Service Level Management Process - Service Owner & Service Level Manager (3:40)
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Service Level Management Process - Interface to CSI (3:56)
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Supplier Management Process (9:49)
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Availability Management Process - Goals & Objectives (4:49)
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Levels of Availability Managements (4:35)
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Availability Management Process - Important Aspects & Process Activities (5:36)
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Information Security Management Process - Goals & Objectives (4:47)
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Information Security Management Process - Security Framework (3:55)
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Information Security Management Process - Information Security Policy (5:33)
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Capacity Management Process - Goals & Objectives (5:17)
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Capacity Management Process - Balancing Act & Sub-processes (4:41)
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Capacity Management Process - The Interaction & Capacity Plan (4:28)
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IT Service Continuity Management Process - Goals & Objectives (4:53)
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IT Service Continuity Management Process - Business Impact Analysis (BIA) (3:21)
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IT Service Continuity Management Process - Risk Analysis (4:32)
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IT Service Continuity Management Process - Process Activities (4:59)
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Design Coordination Process (3:40)
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Quiz for Section #6
Service Transition
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Handout for Section-7 Presentation
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Overview of Service Transition (1:23)
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Change Management Process - Goals, Objectives & Scope (4:47)
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Change Management Process - Policies (4:49)
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Change Management Process - Definitions & Types of Changes (7:45)
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Change Management Process - Remediation Planning (3:01)
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Change Management Process - Process Model & Change Workflows (3:48)
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Change Management Process - Workflow of the Normal Change (2:42)
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Change Management Process - 7 R's of Change Management (4:01)
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Service Asset & Configuration Management Process - Goals & Objectives (5:18)
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Service Asset & Configuration Management Process - Definitions (5:28)
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Service Asset & Configuration Management Process - Configuration Model (4:40)
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Service Asset & Configuration Management Process - Definitive Media Library-DML (4:08)
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Service Asset & Configuration Management Process - Configuration Baseline (3:20)
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Service Asset & Configuration Management Process - Process Activities (3:24)
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Release and Deployment Management Process - Goals & Objectives (7:04)
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Release and Deployment Management Process - Release Policy (4:50)
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Release and Deployment Management Process - Release Unit (3:46)
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Release and Deployment Management Process - Phases of Release & Deployment Mgmt (2:22)
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Knowledge Management Process - Goals & Objectives (4:46)
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Knowledge Management Process - DIKW Hierarchy (4:37)
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Knowledge Management Process - Service Knowledge Management System (SKMS) (2:52)
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Summary of Service Transition Stage (4:36)
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Quiz for Section #7
Service Operation
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Handout for Section-8 Presentation
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Overview of Service Operation (1:38)
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Event Management Process - Objectives (3:37)
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Event Management Process - Definitions (3:06)
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Event Management Process - Types of Events (2:37)
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Incident Management Process - Objectives & Scope (4:20)
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Incident Management Process - Definitions (8:37)
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Incident Management Process - Incident Models & Process Flow (3:28)
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Request Fulfillment Process - Objectives (3:29)
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Request Fulfillment Process - Policies, Principles & Basic Concepts (2:19)
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Problem Management Process - Objectives (2:47)
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Problem Management Process - Definitions (6:17)
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Problem Management Process - Policies, Principles, Basic Concepts (4:08)
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Problem Management Process - Process Activities (3:16)
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Access Management Process - Objectives (2:39)
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Access Management Process - Policies, Principles, Basic Concepts (4:19)
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Summary of Service Operation Stage (2:12)
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Quiz for Section #8
Continual Service Improvement (CSI)
Practice Questions
2 Sample ITSM Exams & Solutions
How to Submit a PDU Claim (For Retaining PMP Certificate)
Bonus Lecture - Discount for our paid courses
Important Notice About Certificate of Completion
