ITILSC-OSA: ITIL Service Capability Operational Support and Analysis

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

32s 1. Introduction to Service Operation Processes 31s 2. Event Management 4m 31s 3. The Service Operation Model 1m 5s 4. The Processes of Service Operation 1m 16s 5. Introduction 1m 42s 6. Purpose, Goals & Objectives 52s 7. Scope 1m 58s 8. Value to the Business 2m 20s 9. Concepts 41s 10. Activities of Event Management 3m 24s 11. Event Occurrence & Notification 1m 8s 12. Event Detection & Filtering 2m 9s 13. Event Significance & Correlation 1m 10s 14. Event Response Trigger & Selection 1m 25s 15. Event Review & Closure 1m 15s 16. Designing for Event Management 1m 41s 17. Instrumentation 1m 7s 18. Error Messaging 1m 30s 19. Event Detection & Alert Mechanisms 1m 6s 20. Identification of Thresholds 2m 13s 21. Triggers, Inputs & Outputs 2m 16s 22. Process Relationships 1m 18s 23. Information 3m 6s 24. Critical Success Factors 3m 6s 25. Challenges & Risks 1m 55s 26. Summary 34s 27. Incident Management 22s 28. Activities of Incident Management 56s 29. Incident Logging 1m 36s 30. Incident Categorization 1m 7s 31. Categorization 1m 10s 32. Incident Priority 1m 13s 33. Incident Escalation 1m 16s 34. Incident Diagnosis 1m 13s 35. Incident Resolution & Recovery 2m 11s 36. Incident Closure 4m 20s 37. Expanded Incident Lifecycle 1m 1s 38. Incident Management – Roles 36s 39. Lesson: Request Fulfillment 1m 36s 40. Activities of Request Fulfillment 1m 27s 41. Menu Selection 1m 9s 42. Financial Approval 54s 43. Other Approval 51s 44. Fulfillment 39s 45. Closure 36s 46. Problem Management 2m 6s 47. Activities of Problem Management 1m 42s 48. Managing the Problem 1m 19s 49. Problem Detection 56s 50. Problem Logging 40s 51. Problem Categorization 1m 15s 52. Problem Prioritization 1m 16s 53. Problem Investigation & Diagnosis 1m 31s 54. Workarounds 52s 55. Raising a Known Error Record 1m 3s 56. Problem Resolution 40s 57. Problem Closure 1m 7s 58. Major Problem Review 1m 32s 59. Development Errors 1m 21s 60. Problem Analysis Techniques 2m 23s 61. Managing the Known Error 2m 34s 62. Relationships 35s 63. Access Management 42s 64. Activities of Access Management 1m 17s 65. Access Request 1m 6s 66. Access Verification 1m 4s 67. Provide Rights 1m 3s 68. Monitor Identity Status 1m 29s 69. Log & Track Access 48s 70. Remove or Restrict Rights 49s 71. Operational Activities of Other Lifecycle Processes 1m 33s 72. Change Management 56s 73. Service Asset & Configuration Management 36s 74. Release & Deployment Management 44s 75. Knowledge Management 1m 34s 76. Capacity Management 1m 2s 77. Availability Management 57s 78. IT Service Continuity Management 1m 10s 79. Financial Management 9s 80. Lesson: Service Operation Processes Summary 2m 16s 81. Service Operation Process Summary 14s 82. Checkpoint 1m 34s 83. Section Review

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

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

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