ITILSC-SOA: ITIL Service Capability Service Offerings and Agreements

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Course Introduction

1. Course Introduction
1m 31s

Chapter 01 - Course Introduction

1. Lesson: Course Organization
32s
2. Introduction
22s
3. Welcome to the Course!
33s
4. Why Are You Here?
47s
5. Using Bloom's Taxonomy
1m 10s
6. What Do You Expect?
37s
7. Housekeeping Online
1m 3s
8. Lesson: Course Conventions & Agenda
8s
9. Conventions Used
54s
10. Quizzes & Exercises
44s
11. ITIL Qualification Scheme
47s
12. ITIL Capability Exam
1m 23s
13. Chapter 01 Review
23s

Chapter 02 - Service Offerings & Agreements

1. Introduction
24s
2. Lesson: Introduction to Service Offerings & Agreements
47s
4. Objective
2m 4s
5. Scope
51s
6. Value to the Business
1m 8s
7. Concepts
1m 39s
8. Lesson: Service Offerings & Agreements Principles
27s
9. SOA Context
3m 23s
10. Service Portfolio
2m 31s
11. Service Pipeline
1m 40s
12. Service Catalog
1m 55s
13. SOA & Design Coordination Overview
1m 26s
14. SD & SLM
1m 43s
15. SOA & Value
15s
16. Value of a Service
1m 22s
17. Creating Service Value
55s
18. Perception of Value
1m 45s
19. Framing Service Value
1m 45s
20. Supplier Management
1m 23s
21. Lesson: Service Offerings & Agreements Context
28s
22. Relationships
1m 22s
23. Information
1m 13s
24. Metrics & Measures
33s
25. Challenges
1m 38s
26. SOA Processes
2m 37s
27. Lesson: Service Offerings & Agreements Summary
12s
28. SOA Summary
1m 43s
29. Checkpoint
10s
30. Chapter 02 Review
1m 42s

Chapter 03 - SOA Processes

1. Introduction
20s
2. Lesson: Service Portfolio Management
27s
4. Purpose, Goals & Objectives
1m 25s
5. Scope
1m 21s
6. Value to the Business
34s
7. Concepts
2m 50s
8. Service Portfolio
1m 55s
9. Service Portfolio & CMS
1m 40s
10. Other Portfolios
1m 6s
11. Designing the Service Portfolio
2m 22s
12. Service Portfolio Methods
16s
13. SPM Initiation
42s
14. Define
2m 26s
15. Option Space Tool
2m 30s
16. Analyze
57s
17. Approve
58s
18. Charter
1m 3s
19. Retiring Services
1m 9s
20. Triggers, Inputs & Outputs
1m 15s
21. Relationships
2m 13s
22. Information
1m 4s
23. Critical Success Factors
2m 45s
24. Challenges & Risks
2m 37s
25. Summary
1m 26s
26. Lesson: Service Catalog Management
32s
32. Service Catalog Views
2m 33s
33. Activities
50s
34. Agree & Document Service Definition
1m 19s
35. Interace with Service Portfolio Management
1m 14s
36. Produce & Maintain Service Catalog
1m 9s
37. Interfacing
53s
38. Service Catalog Example
1m 39s
45. Lesson: Service Level Management
27s
51. Activities of Service Level Management
56s
52. Activities of Service Level Management Process
3m 35s
53. SLA Frameworks
1m 42s
54. SLRs & SLAs
3m 14s
55. Improving Customer Satisfaction
1m
56. Managing Underpinning Agreements
54s
57. Service Reporting
1m 6s
58. Service Improvement Plan (SIP)
1m 24s
59. Service Reviews
1m 9s
60. Managing & Revising SLAs & UCs
39s
61. Contacts & Relationships
1m 34s
62. Feedback
34s
63. SLA Components
1m 20s
64. OLA Components
1m 17s
66. Service Level Management Relationships
2m 38s
70. Service Level Management Summary
1m 18s
71. Lesson: Demand Management
30s
77. Activity-Based Demand Management
1m 20s
78. Business Activity-Patterns
1m 41s
79. Patterns of Business Activity
1m 37s
80. User Profile
1m 26s
81. Matching UP to PBA
2m 44s
82. Demand Modeling
1m 59s
83. Managing Demand
1m 29s
84. Service Packages
2m 27s
91. Lesson: Supplier Management
44s
98. Evaluate New Suppliers & Contracts
1m 22s
99. Supplier Evaluation
1m 14s
100. Contract Evaluation
1m 19s
101. Categorize Suppliers & Maintain SCMIS
58s
102. Supplier Categorization Matrix
2m 6s
103. Establish New Suppliers & Contracts
1m 8s
104. Manage Supplier & Contract Performance
1m 2s
105. Renew/Terminate Contracts
1m 57s
109. CSFs
1m 54s
111. Supplier Management Summary
59s
112. Lesson: Financial Management
25s
118. Financial Management Activities Overview
3m 41s
119. Process Activities
50s
120. Accounting
1m 59s
121. Accounting Activities
1m 24s
122. Cost Models
1m 20s
123. Cost Centers & Cost Units
1m 7s
124. Cost Types & Elements
1m 35s
125. Cost Allocation
2m 28s
126. Chart of Accounts
44s
127. Analysis & Reporting
1m 34s
128. Action Plans
1m 10s
129. Budgeting
57s
130. Budgeting Activities
34s
131. Charging Activity
1m 42s
132. Charging Policies
2m 54s
133. Chargeable Items
50s
134. Pricing
2m 12s
135. Billing
48s
136. Financial Management Cycles
49s
137. Return on Investment
1m 51s
144. Lesson: Business Relationship Management
39s
146. Purpose Goals & Objectives
2m 8s
148. Business Value
1m 33s
149. Policies, Principles & Concepts
2m 5s
150. Process Initiation
11s
151. Customer
32s
152. Service Provider
1m 4s
155. BRM the Lifecycle & Tools
1m 41s
156. Service Strategy
51s
157. Service Design
32s
158. Service Transition
42s
159. Service Operation
40s
160. Continual Service Improvement
46s
163. Business Relationship Management Summary
1m 10s
164. Lesson: SOA Processes Summary
9s
165. Service Operation Process Summary
2m 31s
166. Checkpoint
8s
167. Chapter 03 Review
1m 49s

Chapter 04 - Organizing, Technology & Implementation

1. Introduction
37s
2. Lesson: Organizing for SOA
27s
3. Who Does What to Whom?
39s
4. The RACI Model
2m 30s
5. Functional Roles Analysis
1m 28s
6. Activity Analysis
1m 50s
7. Generic Roles & Responsibilities
22s
8. Service Owner
53s
9. Process Owner
1m 16s
10. Process Manager
52s
11. Process Practitioner
47s
12. SOA Roles & Responsibilities
20s
13. Service Portfolio Management
1m 6s
14. Service Catalog Management
41s
15. Service Level Management
1m 1s
16. Demand Management
53s
17. Supplier Management
1m 13s
18. Financial Management
56s
19. Business Relationship Management
1m 1s
20. Lesson: SOA Technology & Implementation
24s
21. Technology & Implementation Considerations
50s
22. Service Design – Technology & Design
1m 8s
23. Service Operation – Technology Considerations
1m 49s
24. Technology Implementation
22s
25. Planning & Implementing Technology
54s
26. Designing Technology Architectures
2m 6s
27. Implementation Considerations
1m 8s
28. Implementation Challenges, CSFs & Risks
1m 8s
29. Challenges
3m 2s
30. Risks
2m 16s
31. CSFs
1m 37s
32. Lesson: Organizing, Technology & Implementation Summary
15s
33. Summary
1m 16s
34. Checkpoint
10s
35. Chapter 04 Review
54s