 | 1. Introduction to Service Operation Processes | 0:32 |
 | 2. Event Management | 0:31 |
 | 3. The Service Operation Model | 4:31 |
 | 4. The Processes of Service Operation | 1:05 |
 | 5. Introduction | 1:16 |
 | 6. Purpose, Goals & Objectives | 1:42 |
 | 7. Scope | 0:52 |
 | 8. Value to the Business | 1:58 |
 | 9. Concepts | 2:20 |
 | 10. Activities of Event Management | 0:41 |
 | 11. Event Occurrence & Notification | 3:24 |
 | 12. Event Detection & Filtering | 1:08 |
 | 13. Event Significance & Correlation | 2:09 |
 | 14. Event Response Trigger & Selection | 1:10 |
 | 15. Event Review & Closure | 1:25 |
 | 16. Designing for Event Management | 1:15 |
 | 17. Instrumentation | 1:41 |
 | 18. Error Messaging | 1:06 |
 | 19. Event Detection & Alert Mechanisms | 1:30 |
 | 20. Identification of Thresholds | 1:05 |
 | 21. Triggers, Inputs & Outputs | 2:13 |
 | 22. Process Relationships | 2:16 |
 | 23. Information | 1:18 |
 | 24. Critical Success Factors | 3:06 |
 | 25. Challenges & Risks | 3:06 |
 | 26. Summary | 1:55 |
 | 27. Incident Management | 0:34 |
 | 28. Introduction | 1:14 |
 | 29. Purpose, Goals & Objectives | 1:21 |
 | 30. Scope | 0:38 |
 | 31. Value to the Business | 1:46 |
 | 32. Concepts | 2:25 |
 | 33. Activities of Incident Management | 0:22 |
 | 34. Incident Logging | 0:56 |
 | 35. Incident Categorization | 1:36 |
 | 36. Categorization | 1:06 |
 | 37. Incident Priority | 1:10 |
 | 38. Incident Escalation | 1:13 |
 | 39. Incident Diagnosis | 1:16 |
 | 40. Incident Resolution & Recovery | 1:13 |
 | 41. Incident Closure | 2:11 |
 | 42. Expanded Incident Lifecycle | 4:20 |
 | 43. Incident Management – Roles | 1:01 |
 | 44. Triggers, Inputs & Outputs | 1:36 |
 | 45. Process Relationships | 1:59 |
 | 46. Information | 1:21 |
 | 47. Critical Success Factors | 2:00 |
 | 48. Challenges & Risks | 3:38 |
 | 49. Summary | 1:26 |
 | 50. Lesson: Request Fulfillment | 0:36 |
 | 51. Introduction | 0:53 |
 | 52. Purpose, Goals & Objectives | 1:00 |
 | 53. Scope | 1:14 |
 | 54. Value to the Business | 1:38 |
 | 55. Concepts | 1:51 |
 | 56. Activities of Request Fulfillment | 1:35 |
 | 57. Menu Selection | 1:27 |
 | 58. Financial Approval | 1:09 |
 | 59. Other Approval | 0:54 |
 | 60. Fulfillment | 0:50 |
 | 61. Closure | 0:39 |
 | 62. Triggers, Inputs & Outputs | 1:12 |
 | 63. Process Relationships | 2:00 |
 | 64. Information | 0:45 |
 | 65. Critical Success Factors | 1:53 |
 | 66. Challenges & Risks | 1:52 |
 | 67. Summary | 0:53 |
 | 68. Problem Management | 0:36 |
 | 69. Introduction | 1:08 |
 | 70. Purpose, Goals & Objectives | 1:17 |
 | 71. Scope | 1:09 |
 | 72. Concepts | 1:27 |
 | 73. Value to the Business | 1:23 |
 | 74. Activities of Problem Management | 2:06 |
 | 75. Managing the Problem | 1:42 |
 | 76. Problem Detection | 1:19 |
 | 77. Problem Logging | 0:56 |
 | 78. Problem Categorization | 0:40 |
 | 79. Problem Prioritization | 1:15 |
 | 80. Problem Investigation & Diagnosis | 1:16 |
 | 81. Workarounds | 1:31 |
 | 82. Raising a Known Error Record | 0:52 |
 | 83. Problem Resolution | 1:03 |
 | 84. Problem Closure | 0:40 |
 | 85. Major Problem Review | 1:07 |
 | 86. Development Errors | 1:32 |
 | 87. Problem Analysis Techniques | 1:21 |
 | 88. Managing the Known Error | 2:23 |
 | 89. Triggers, Inputs & Outputs | 1:59 |
 | 90. Relationships | 2:34 |
 | 91. Information | 1:19 |
 | 92. Critical Success Factors | 3:38 |
 | 93. Challenges & Risks | 3:15 |
 | 94. Summary | 2:20 |
 | 95. Access Management | 0:35 |
 | 96. Introduction | 0:56 |
 | 97. Purpose, Goals & Objectives | 0:58 |
 | 98. Scope | 1:00 |
 | 99. Value to the Business | 1:19 |
 | 100. Concepts | 1:10 |
 | 101. Activities of Access Management | 0:42 |
 | 102. Access Request | 1:17 |
 | 103. Access Verification | 1:06 |
 | 104. Provide Rights | 1:04 |
 | 105. Monitor Identity Status | 1:03 |
 | 106. Log & Track Access | 1:29 |
 | 107. Remove or Restrict Rights | 0:48 |
 | 108. Triggers, Inputs & Outputs | 0:53 |
 | 109. Relationships | 1:56 |
 | 110. Information | 1:00 |
 | 111. Critical Success Factors | 1:28 |
 | 112. Challenges & Risks | 2:11 |
 | 113. Summary | 1:09 |
 | 114. Operational Activities of Other Lifecycle Processes | 0:49 |
 | 115. Introduction | 1:08 |
 | 116. Change Management | 1:33 |
 | 117. Service Asset & Configuration Management | 0:56 |
 | 118. Release & Deployment Management | 0:36 |
 | 119. Knowledge Management | 0:44 |
 | 120. Capacity Management | 1:34 |
 | 121. Availability Management | 1:02 |
 | 122. IT Service Continuity Management | 0:57 |
 | 123. Financial Management | 1:10 |
 | 124. Lesson: Service Operation Processes Summary | 0:09 |
 | 125. Service Operation Process Summary | 2:16 |
 | 126. Checkpoint | 0:14 |
 | 127. Section Review | 1:34 |