Curriculum For This Course

Course Introduction

2Lectures

Time 00:02:07

Course Introduction

15Lectures

Time 00:12:19

Introduction to Operational Support & Analysis

20Lectures

Time 00:31:18

Service Operation Processes

127Lectures

Time 03:02:32

OSA Common Activities

25Lectures

Time 00:26:44

Service Operation Functions

45Lectures

Time 00:48:15

Organize & Implement

52Lectures

Time 01:02:13

Course Introduction
	1. Course Introduction	00:32
	2. Instructor Introduction	01:35

Course Introduction
	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

Introduction to Operational Support & Analysis
	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

Service Operation Processes
	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

OSA Common Activities
	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

Service Operation Functions
	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

Organize & Implement
	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

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ITILSC-OSA: ITIL Service Capability Operational Support and Analysis

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