Unit 01: Introduction |
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Introduction to the course! |
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00:05:00 |
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What is ITIL? |
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00:04:00 |
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Overview of ITIL Service Value System |
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00:07:00 |
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Overview of ITIL Four Dimension Model |
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00:05:00 |
Unit 02: ITIL Service Management Concepts |
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What is Service Management? |
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00:06:00 |
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What is Value? |
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00:07:00 |
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Value: How it is perceived? |
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00:06:00 |
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Who is a Service Provider? |
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00:06:00 |
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Who is a Service Consumer? |
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00:08:00 |
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Other Stakeholders in Service Management |
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00:03:00 |
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Products and Services |
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00:10:00 |
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What are Service Offerings? |
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00:07:00 |
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What are Service Relationships? |
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00:03:00 |
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Service Relationship – Definition |
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00:07:00 |
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We Secure’s Service Relationship |
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00:02:00 |
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Output vs Outcome – Are they same? |
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00:05:00 |
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Cost and Price are the same right? Well let’s find out! |
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00:06:00 |
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What are Risks? |
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00:03:00 |
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Warranty and Utility! |
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00:10:00 |
Unit 03: The 4 Dimensions of Service Management |
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Section Introduction |
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00:03:00 |
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The Four Dimensions of ITIL Service Management |
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00:02:00 |
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Dimension 1 – Organizations and People |
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00:09:00 |
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Dimension 2 – Information and Technology |
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00:08:00 |
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Information and Technology Management |
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00:06:00 |
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Dimension 3 – Partners and Supplier |
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00:08:00 |
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Dimension 4 – Value Streams and Processes |
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00:05:00 |
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External Factors affecting the four dimensions |
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00:07:00 |
Unit 04: The ITIL Service Value System |
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Section Introduction |
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00:01:00 |
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Overview of Service Value System |
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00:06:00 |
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Opportunity, Demand and Value |
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00:03:00 |
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Overview of ITIL Guiding Principles |
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00:06:00 |
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ITIL, Agile and DevOps – How are they interrelated? |
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00:05:00 |
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Guiding Principle 1 – Focus on Value |
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00:09:00 |
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Guiding Principle 2 – Start Where you are! |
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00:10:00 |
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Guiding Principle 3 – Progress Iteratively with feedback |
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00:09:00 |
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Guiding Principle 4 – Collaborate and Promote Visibility |
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00:10:00 |
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Guiding Principle 5 – Think and work holistically |
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00:03:00 |
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Guiding Principle 6 – Keep it Simple and Practical |
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00:07:00 |
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Guiding Principle 7 – Optimize and Automate |
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00:08:00 |
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Governance |
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00:04:00 |
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Overview of Service Value Chain |
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00:05:00 |
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Plan |
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00:02:00 |
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Improve |
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00:02:00 |
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Engage |
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00:02:00 |
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Remaining Value Chain Activities |
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00:04:00 |
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Overview of Continual Improvement Model |
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00:02:00 |
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Continual Improvement Model – Part 1 |
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00:05:00 |
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Continual Improvement Model – Part 2 |
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00:08:00 |
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Overview of ITIL Practices |
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00:03:00 |
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Quick Recap |
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00:01:00 |
Unit 05: The ITIL Management Practices |
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Incident Management |
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00:07:00 |
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Service Request Management |
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00:06:00 |
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Service Desk |
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00:06:00 |
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Problem Management |
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00:08:00 |
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Change Management |
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00:09:00 |
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Release Management |
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00:05:00 |
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Service Configuration Management |
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00:06:00 |
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Monitoring and Event Management |
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00:05:00 |
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Service Level Management |
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00:08:00 |
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Supplier Management |
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00:08:00 |
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Relationship Management |
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00:02:00 |
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Information Security Management |
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00:03:00 |
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IT Asset Management |
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00:07:00 |
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Deployment Management |
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00:05:00 |
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Continual Improvement |
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00:07:00 |
Unit 06: BONUS Section |
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How can you benefit from ITIL 4 Foundation Certificate? |
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00:06:00 |
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The ITIL Certification Ladder |
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00:04:00 |
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How much salary will you earn after this certification? |
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00:03:00 |
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Do you want to become a cybersecurity professional? |
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00:08:00 |