ITILSC-OSA: ITIL Service Capability Operational Support and Analysis
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Course Introduction
| Lectures | Duration |
|---|---|
| 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 |
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
| Lectures | Duration |
|---|---|
| 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 |
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
| Lectures | Duration |
|---|---|
| 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 |
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
| Lectures | Duration |
|---|---|
| 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 |
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
| Lectures | Duration |
|---|---|
| 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 |
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
| Lectures | Duration |
|---|---|
| 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 |
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