ITILSC-OSA: ITIL Service Capability Operational Support and Analysis

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4.46

Students

141

Duration

06:05:28 h

$16.49

$14.99

Curriculum for ITILSC-OSA Video Course

Course Introduction

2 Lectures

Time 00:02:07

Course Introduction

15 Lectures

Time 00:12:19

Introduction to Operational Support & Analysis

20 Lectures

Time 00:31:18

Service Operation Processes

127 Lectures

Time 03:02:32

OSA Common Activities

25 Lectures

Time 00:26:44

Service Operation Functions

45 Lectures

Time 00:48:15

Organize & Implement

52 Lectures

Time 01:02:13

Name of Video	Time
1. Course Introduction	00:32
2. Instructor Introduction	01:35

Name of Video	Time
1. Course Introduction	00:32
2. Course Organization	00:22
3. Welcome to the Course!	00:34
4. Mentoring Community Introductions	00:45
5. Why Are You Here?	00:47
6. Using Bloom’s Taxonomy	01:10
7. What do you Expect?	00:37
8. Housekeeping in the Online Classroom	01:03
9. Course Conventions & Agenda	00:08
10. Conventions Used	00:54
11. Quizzes & Exercises	00:44
12. ITIL Qualification Scheme	00:47
13. ITIL Capability Exam	01:08
14. Getting Started in an Online Classroom	02:26
15. Section Review	00:23

Name of Video	Time
1. Introduction to Operational Support & Analysis	00:26
2. Service Operation	00:19
3. SO & the Service Lifecycle	00:52
4. Managing Across the Lifecycle	03:27
5. Purpose, Goals & Objectives of Service Operation	00:52
6. Scope of Service Operation	01:55
7. Value of Service Operation	01:38
8. Principles of OSA	00:48
9. Fundamentals of Service Operation	03:14
10. The Principle of Service Operation	02:15
11. Achieving Balance in Service Operation	02:39
12. Balancing Stability & Responsiveness	02:33
13. Balancing QoS & CoS	01:09
14. Balancing Reactive & Proactive	01:59
15. Providing Service	02:22
16. SO & Other Lifecycle Stages	02:16
17. OSA Summary	00:09
18. OSA Summary	01:11
19. Checkpoint	00:09
20. Section Review	01:06

Name of Video	Time
1. Introduction to Service Operation Processes	00:32
2. Event Management	00:31
3. The Service Operation Model	04:31
4. The Processes of Service Operation	01:05
5. Introduction	01:16
6. Purpose, Goals & Objectives	01:42
7. Scope	00:52
8. Value to the Business	01:58
9. Concepts	02:20
10. Activities of Event Management	00:41
11. Event Occurrence & Notification	03:24
12. Event Detection & Filtering	01:08
13. Event Significance & Correlation	02:09
14. Event Response Trigger & Selection	01:10
15. Event Review & Closure	01:25
16. Designing for Event Management	01:15
17. Instrumentation	01:41
18. Error Messaging	01:07
19. Event Detection & Alert Mechanisms	01:30
20. Identification of Thresholds	01:06
21. Triggers, Inputs & Outputs	02:13
22. Process Relationships	02:16
23. Information	01:18
24. Critical Success Factors	03:06
25. Challenges & Risks	03:06
26. Summary	01:55
27. Incident Management	00:34
28. Introduction	01:14
29. Purpose, Goals & Objectives	01:21
30. Scope	00:38
31. Value to the Business	01:46
32. Concepts	02:25
33. Activities of Incident Management	00:22
34. Incident Logging	00:56
35. Incident Categorization	01:36
36. Categorization	01:07
37. Incident Priority	01:10
38. Incident Escalation	01:13
39. Incident Diagnosis	01:16
40. Incident Resolution & Recovery	01:13
41. Incident Closure	02:11
42. Expanded Incident Lifecycle	04:20
43. Incident Management – Roles	01:01
44. Triggers, Inputs & Outputs	01:36
45. Process Relationships	01:59
46. Information	01:21
47. Critical Success Factors	02:00
48. Challenges & Risks	03:38
49. Summary	01:26
50. Lesson: Request Fulfillment	00:36
51. Introduction	00:53
52. Purpose, Goals & Objectives	01:00
53. Scope	01:14
54. Value to the Business	01:38
55. Concepts	01:51
56. Activities of Request Fulfillment	01:36
57. Menu Selection	01:27
58. Financial Approval	01:09
59. Other Approval	00:54
60. Fulfillment	00:51
61. Closure	00:39
62. Triggers, Inputs & Outputs	01:12
63. Process Relationships	02:00
64. Information	00:45
65. Critical Success Factors	01:53
66. Challenges & Risks	01:52
67. Summary	00:53
68. Problem Management	00:36
69. Introduction	01:08
70. Purpose, Goals & Objectives	01:17
71. Scope	01:09
72. Concepts	01:27
73. Value to the Business	01:23
74. Activities of Problem Management	02:06
75. Managing the Problem	01:42
76. Problem Detection	01:19
77. Problem Logging	00:56
78. Problem Categorization	00:40
79. Problem Prioritization	01:15
80. Problem Investigation & Diagnosis	01:16
81. Workarounds	01:31
82. Raising a Known Error Record	00:52
83. Problem Resolution	01:03
84. Problem Closure	00:40
85. Major Problem Review	01:07
86. Development Errors	01:32
87. Problem Analysis Techniques	01:21
88. Managing the Known Error	02:23
89. Triggers, Inputs & Outputs	01:59
90. Relationships	02:34
91. Information	01:19
92. Critical Success Factors	03:38
93. Challenges & Risks	03:15
94. Summary	02:20
95. Access Management	00:35
96. Introduction	00:56
97. Purpose, Goals & Objectives	00:58
98. Scope	01:00
99. Value to the Business	01:19
100. Concepts	01:10
101. Activities of Access Management	00:42
102. Access Request	01:17
103. Access Verification	01:06
104. Provide Rights	01:04
105. Monitor Identity Status	01:03
106. Log & Track Access	01:29
107. Remove or Restrict Rights	00:48
108. Triggers, Inputs & Outputs	00:53
109. Relationships	01:56
110. Information	01:00
111. Critical Success Factors	01:28
112. Challenges & Risks	02:11
113. Summary	01:09
114. Operational Activities of Other Lifecycle Processes	00:49
115. Introduction	01:08
116. Change Management	01:33
117. Service Asset & Configuration Management	00:56
118. Release & Deployment Management	00:36
119. Knowledge Management	00:44
120. Capacity Management	01:34
121. Availability Management	01:02
122. IT Service Continuity Management	00:57
123. Financial Management	01:10
124. Lesson: Service Operation Processes Summary	00:09
125. Service Operation Process Summary	02:16
126. Checkpoint	00:14
127. Section Review	01:34

Name of Video	Time
1. Common Activities	00:20
2. OSA Common Activities	00:24
3. Introduction	03:22
4. Service Operation - Common Activities	00:47
5. Monitoring & Control	01:07
6. Control Loop	03:38
7. OSA's Common Activities	00:38
8. IT Operations	00:37
9. Mainframe Management	00:32
10. Server Management & Support	00:52
11. Network Management	00:48
12. Storage & Archive	00:30
13. Database Management	01:28
14. Directory Services Management	01:03
15. Desktop Support	01:10
16. Middleware Management	00:46
17. Internet/Web Management	01:14
18. Facilities & Datacenter Management	01:03
19. Data Center Strategies	01:14
20. IT Security Management – ISO/IEC Security Standards	01:12
21. Improvement of Operational Activities	01:38
22. Common Activities Summary	00:16
23. Common Activities Summary	00:41
24. Checkpoint	00:08
25. Section Review	01:18

Name of Video	Time
1. Service Desk Function	00:28
2. Service Desk Function (Cont.)	00:24
3. Introduction to Service Operation Functions	00:32
4. Introduction to Service Desk	02:25
5. Service Desk	00:18
6. Service Desk – Role	01:29
7. Service Desk – Objectives	01:06
8. Service Desk – Organizational Structures	01:58
9. Outsourcing Issues	01:57
10. Service Desk – Staffing	02:18
11. Service Desk – Metrics	01:35
12. Technical Management Function	00:25
13. Introduction to Technical Management	00:46
14. Technical Management	00:24
15. Technical Management – Role	00:57
16. Technical Management – Objectives	01:12
17. Generic Technical Management Activities	01:12
18. Technical Management – Organizational Structures	00:47
19. Technical Management – Design, Maintenance & Support	01:27
20. Technical Management – Metrics	01:06
21. Technical Management - Documentation	00:53
22. IT Operations Management	00:36
23. Introduction to IT Service Operations Management	00:40
24. IT Operations	00:25
25. IT Operations – Role	01:13
26. IT Operations – Objectives	00:32
27. IT Operations – Organizational Structures	01:09
28. IT Operations – Metrics	00:44
29. Operations Management - Documentation	01:00
30. Application Management Function	00:25
31. Introduction to Application Management	00:40
32. Application Management	00:33
33. Application Management – Role	01:17
34. Application Management – Objectives	01:07
35. Application Management - Principles	01:20
36. Application Lifecycle	02:05
37. Application Management – Generic Activities	02:01
38. Application Management – Organizational Structures	01:25
39. Application Management – Roles & Responsibilities	01:10
40. Application Management – Metrics	01:01
41. Application Management – Documentation	01:29
42. Service Operation Functions Summary	00:08
43. Service Operation Functions Summary	01:40
44. Checkpoint	00:08
45. Section Review	01:50

Name of Video	Time
1. Organizational Structures	00:44
2. Organizational Structures	00:26
3. Organizational Structures (Cont.)	00:30
4. Specialization Based Structures	01:22
5. Activity Based Structures	01:27
6. Process Based Structures	01:25
7. Geography Based Structures	01:22
8. Hybrid Structures	01:11
9. Roles & Responsibilities	00:11
10. Introduction	01:29
11. Generic Roles	00:38
12. Service Owner	00:49
13. Process Owner	01:03
14. Process Manager	00:50
15. Process Practitioner	00:57
16. OSA - Roles	00:21
17. Service Desk	01:20
18. Technical Management	00:38
19. IT Operations	00:45
20. Application Management	00:36
21. Event Management	01:42
22. Incident Management	02:04
23. Request Fulfillment	01:08
24. Problem Management	01:20
25. Access Management	00:54
26. Technology Considerations	00:18
27. Technology Considerations	01:18
28. Service Management Tools	00:38
29. Generic Technology Considerations	03:23
30. Tool Evaluation Criteria	01:14
31. Event Management Desired Features	01:51
32. Incident Management Desired Features	01:36
33. Request Fulfillment Desired Features	01:00
34. Problem Management Desired Features	01:18
35. Access Management Desired Features	01:10
36. Service Desk Desired Features	01:40
37. Implementing OSA	01:05
38. Implementation	00:55
39. Managing Change	00:43
40. Project Management	01:13
41. Assessing & Managing Risk	01:15
42. Involvement in Design & Transition	01:59
43. Planning & Implementing Technology	01:17
44. Challenges, CSFs & Risks	01:36
45. Challenges	02:40
46. Critical Success Factors	01:36
47. Risks	01:33
48. Organize & Implement Summary	00:10
49. Organize & Implement Summary	01:03
50. Checkpoint	00:12
51. Section Review	01:40
52. Course Closure	02:42