ITILSC-OSA: ITIL Service Capability Operational Support and Analysis

ITILSC-OSA: ITIL Service Capability Operational Support and Analysis

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Course Introduction

  • 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

Introduction to Operational Support & Analysis

  • 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

Service Operation Processes

  • 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

OSA Common Activities

  • 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

Service Operation Functions

  • 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

Organize & Implement

  • 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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