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IT Service Management Certification Training
Introduction
Welcome to Master of Project Academy (1:19)
How to Utilize This ITSM Foundation Training?
Handout for Section-1 Presentation
Introduction to IT Service Management Framework (6:14)
Structure of ITSM Service Lifecycle (4:43)
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Service Management as a Practice
Handout for Section-2 Presentation
Best Practice vs Good Practice (2:18)
Important Definitions-I (6:12)
Important Definitions-II (3:02)
Important Definitions-III (4:06)
Important Definitions-IV (2:58)
Roles
Handout for Section-3 Presentation
Important, General and Specific Roles (4:10)
Process Owner (5:39)
Service Owner (3:55)
RACI Model (4:18)
Service Lifecycle
Handout for Section-4 Presentation
Overview of the Service Lifecycle (3:52)
Service Strategy-Scope (4:08)
Service Strategy-Objectives (3:21)
Service Design-Scope (4:06)
Service Design-Goals (2:23)
Service Design-Objectives (3:04)
Service Design-Business Value (2:38)
Service Transition-Scope (3:17)
Service Transition-Purpose (2:35)
Service Transition-Goals (1:57)
Service Transition-Objectives (2:13)
Service Transition-Business Value (3:06)
Service Operation-Scope (2:11)
Service Operation-Objectives (1:09)
Service Operation-Business Value (1:58)
Continual Service Improvement (CSI)-Scope (1:48)
Continual Service Improvement (CSI)-Goals (2:38)
Content & Processes of Service Lifecycle Stages (3:18)
Quiz for Section #4
Service Strategy
Handout for Section-5 Presentation
Service (3:19)
Value Creation (6:46)
Capabilities & Resources (5:25)
4 Main Activities of the Service Strategy (4:04)
Service Portfolio (4:14)
Definitions (3:41)
Demand Management Process (5:06)
Demand Management Process-Patterns of Business Activity (PBA) (6:41)
Financial Management Process (7:08)
Service Automation (4:35)
Business Relationship Management Process (5:35)
Quiz for Section #5
Service Design
Handout for Section-6 Presentation
Overview of Service Design (2:30)
The 4 P's of Service Design (3:51)
Design of the Service Portfolio (2:18)
Identification of Business Requirements (3:31)
Necessary Information for Existing Services (3:06)
Necessary Information for New Services (4:05)
Architecture Design (3:32)
Designing Processes (2:02)
Design of Measurements (2:43)
Service Catalogue Management Process (6:53)
Service Level Management Process - Goals & Objectives (6:03)
Service Level Management Process - Scope & Collaboration (5:46)
Service Level Management Process - Service Level & Service Level Target (4:21)
Service Level Management Process - Definitions (8:40)
Service Level Management Process - Process Activities (6:27)
Service Level Management Process - Designing SLA Framework (3:19)
Service Level Management Process - Evolution of Business Requirements to SLAs (4:04)
Service Level Management Process - Service Reports (3:35)
Service Level Management Process - Conduct Service Reviews&Initiate Improvements (3:38)
Service Level Management Process - Service Owner & Service Level Manager (3:40)
Service Level Management Process - Interface to CSI (3:56)
Supplier Management Process (9:49)
Availability Management Process - Goals & Objectives (4:49)
Levels of Availability Managements (4:35)
Availability Management Process - Important Aspects & Process Activities (5:36)
Information Security Management Process - Goals & Objectives (4:47)
Information Security Management Process - Security Framework (3:55)
Information Security Management Process - Information Security Policy (5:33)
Capacity Management Process - Goals & Objectives (5:17)
Capacity Management Process - Balancing Act & Sub-processes (4:41)
Capacity Management Process - The Interaction & Capacity Plan (4:28)
IT Service Continuity Management Process - Goals & Objectives (4:53)
IT Service Continuity Management Process - Business Impact Analysis (BIA) (3:21)
IT Service Continuity Management Process - Risk Analysis (4:32)
IT Service Continuity Management Process - Process Activities (4:59)
Design Coordination Process (3:40)
Quiz for Section #6
Service Transition
Handout for Section-7 Presentation
Overview of Service Transition (1:23)
Change Management Process - Goals, Objectives & Scope (4:47)
Change Management Process - Policies (4:49)
Change Management Process - Definitions & Types of Changes (7:45)
Change Management Process - Remediation Planning (3:01)
Change Management Process - Process Model & Change Workflows (3:48)
Change Management Process - Workflow of the Normal Change (2:42)
Change Management Process - 7 R's of Change Management (4:01)
Service Asset & Configuration Management Process - Goals & Objectives (5:18)
Service Asset & Configuration Management Process - Definitions (5:28)
Service Asset & Configuration Management Process - Configuration Model (4:40)
Service Asset & Configuration Management Process - Definitive Media Library-DML (4:08)
Service Asset & Configuration Management Process - Configuration Baseline (3:20)
Service Asset & Configuration Management Process - Process Activities (3:24)
Release and Deployment Management Process - Goals & Objectives (7:04)
Release and Deployment Management Process - Release Policy (4:50)
Release and Deployment Management Process - Release Unit (3:46)
Release and Deployment Management Process - Phases of Release & Deployment Mgmt (2:22)
Knowledge Management Process - Goals & Objectives (4:46)
Knowledge Management Process - DIKW Hierarchy (4:37)
Knowledge Management Process - Service Knowledge Management System (SKMS) (2:52)
Summary of Service Transition Stage (4:36)
Quiz for Section #7
Service Operation
Handout for Section-8 Presentation
Overview of Service Operation (1:38)
Event Management Process - Objectives (3:37)
Event Management Process - Definitions (3:06)
Event Management Process - Types of Events (2:37)
Incident Management Process - Objectives & Scope (4:20)
Incident Management Process - Definitions (8:37)
Incident Management Process - Incident Models & Process Flow (3:28)
Request Fulfillment Process - Objectives (3:29)
Request Fulfillment Process - Policies, Principles & Basic Concepts (2:19)
Problem Management Process - Objectives (2:47)
Problem Management Process - Definitions (6:17)
Problem Management Process - Policies, Principles, Basic Concepts (4:08)
Problem Management Process - Process Activities (3:16)
Access Management Process - Objectives (2:39)
Access Management Process - Policies, Principles, Basic Concepts (4:19)
Summary of Service Operation Stage (2:12)
Quiz for Section #8
Continual Service Improvement (CSI)
Handout for Section-9 Presentation
Continual Service Improvement - Measurements as Baseline (4:16)
Role of IT Governance (3:03)
PDCA Cycle (5:49)
Model of CSI (3:40)
Metrics and Measurements (6:22)
7 Step Improvement Process (4:30)
Summary of Continual Service Improvement (2:08)
Quiz for Section #9
Practice Questions
80 Practice Questions
2 Sample ITSM Exams & Solutions
Sample ITSM Exam #1
Sample ITSM Exam #1 - Answers & Solutions
Sample ITSM Exam #2
Sample ITSM Exam #2 - Answers & Solutions
How to Submit a PDU Claim (For Retaining PMP Certificate)
How to Submit PDUs (1:25)
Bonus Lecture - Discount for our paid courses
Bonus Lecture - Discount for our paid courses
Important Notice About Certificate of Completion
Important Notice About Certificate of Completion
Sample ITSM Exam #1 - Answers & Solutions
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