Introduction to Course

1m 22s

Delegate Pack

Introduction to Modules

1m 50s

Pre course Reading

What is IT Service Management? - Part 1

5m 15s

What is IT Service Management? - Part 2

4m 4s

What is IT Service Management? - Part 3

5m 9s

Why IT Service Management is Important? - Part 1

3m 17s

Why IT Service Management is Important? - Part 2

7m 46s

Why IT Service Management is Important? - Part 3

3m 23s

Why IT Service Management is Important? - Part 4

4m 55s

Why IT Service Management is Important? - Part 5

5m 16s

Why IT Service Management is Important? - Part 6

5m 3s

ITIL Overview

8m 18s

ITSM Frameworks and Standards - Part 1

4m 22s

ITSM Frameworks and Standards - Part 2

8m 20s

ITSM Frameworks and Standards - Part 3

5m 4s

ITSM Frameworks and Standards - Part 4

4m 36s

ITSM Frameworks and Standards - Part 5

8m 49s

Module Assessment 1

Case Study: Strategic IT Service Management Implementation at Company XYZ

Service Strategy Principles and Concepts - Part 1

10m 52s

Service Strategy Principles and Concepts - Part 2

9m 20s

Service Strategy Principles and Concepts - Part 3

8m 36s

Service Strategy Principles and Concepts - Part 4

7m 19s

Service Portfolio Management - Part 1

8m 9s

Service Portfolio Management - Part 2

7m 11s

Service Portfolio Management - Part 3

6m 36s

Service Portfolio Management - Part 4

10m 33s

Financial Management for IT Services - Part 1

4m 55s

Financial Management for IT Services - Part 2

9m 47s

Business Relationship Management - Part 1

8m 37s

Business Relationship Management - Part 2

7m 53s

Module Assessment 2

Case Study: Leadership's Role in IT Service Excellence

Service Design

3m 52s

Service Design Principles and Concepts - Part 1

3m 57s

Service Design Principles and Concepts - Part 2

5m 29s

Service Design Principles and Concepts - Part 3

3m 56s

Service Design Principles and Concepts - Part 4

4m 30s

Service Design Principles and Concepts - Part 5

5m 34s

Service Design Principles and Concepts - Part 6

6m 11s

Service Design Principles and Concepts - Part 7

7m 36s

Service Catalog Management - Part 1

6m 13s

Service Catalog Management - Part 2 and Capacity Management

7m 56s

Capacity Management - Part 2

4m 26s

Capacity Management - Part 3

4m 45s

Capacity Management - Part 4 and Availability Management

7m 41s

Availability Management - Part 2

6m 58s

Availability Management - Part 3 and IT Service Continuity Management

4m 40s

IT Service Continuity Management - Part 2

7m 19s

Information Security Management - Part 1

5m 13s

Information Security Management - Part 2

4m 22s

Supplier Management

4m 54s

Module Assessment 3

Case Study: Aligning IT Service Design with Business Objectives at Company XYZ

Service Transition Principles and Concepts - Part 1

6m 22s

Service Transition Principles and Concepts - Part 2

6m 59s

Service Transition Principles and Concepts - Part 3

7m 37s

Service Transition Principles and Concepts - Part 4

2m 49s

Change Management - Part 1

5m 29s

Change Management - Part 2

5m 10s

Change Management - Part 3

3m 8s

Service Asset and Configuration Management - Part 1

5m 31s

Service Asset and Configuration Management - Part 2

3m 14s

Service Asset and Configuration Management - Part 3

3m 14s

Service Asset and Configuration Management - Part 4

7m 7s

Service Asset and Configuration Management - Part 5

5m 16s

Release and Deployment Management

5m 27s

Knowledge Management - Part 1

4m 54s

Knowledge Management - Part 2

5m 23s

Knowledge Management - Part 3

4m 54s

Module Assessment 4

Case Study: Optimising IT Service Operations for Enhanced Performance at Company XYZ

Service Operation Principles and Concepts - Part 1

7m 3s

Service Operation Principles and Concepts - Part 2 and Incident Management

6m 13s

Incident Management - Part 2

6m 16s

Incident Management - Part 3

6m 52s

Incident Management - Part 4

4m 9s

Incident Management - Part 5

3m 23s

Problem Management - Part 1

8m 25s

Problem Management - Part 2

5m 12s

Problem Management - Part 3

3m 14s

Request Fulfilment

6m 8s

Event Management - Part 1

7m 4s

Event Management - Part 2

7m 29s

Access Management - Part 1

3m 50s

Access Management - Part 2

6m 13s

Module Assessment 5

Case Study: Building Customer-Centric IT Services at Company XYZ

Continual Service Improvement

3m 7s

Continual Service Improvement Principles and Concepts - Part 1

3m 40s

Continual Service Improvement Principles and Concepts - Part 2

6m 41s

Continual Service Improvement Principles and Concepts - Part 3

2m 48s

CSI Approach and Methods - Part 1

6m 25s

CSI Approach and Methods - Part 2

4m 48s

CSI Approach and Methods - Part 3

2m 50s

Deming's Plan-Do-Check-Act Cycle - Part 1

3m 31s

Deming's Plan-Do-Check-Act Cycle - Part 2

6m 17s

Deming's Plan-Do-Check-Act Cycle - Part 3

3m 25s

Service Measurement and Reporting - Part 1

3m 16s

Service Measurement and Reporting - Part 2

3m 16s

Service Measurement and Reporting - Part 3

6m 5s

IT Governance - Part 1

2m 48s

IT Governance - Part 2

6m 32s

IT Governance - Part 3

3m 10s

IT Governance - Part 4

5m 0s

Module Assessment 6

Case Study: Risk Management in IT Service Frameworks at Global Tech Solutions

ITSM implementation and Challenges

3m 50s

ITSM Implementation - Part 1

3m 26s

ITSM Implementation - Part 2

3m 49s

ITSM Implementation - Part 3

4m 55s

ITSM Implementation - Part 4

3m 20s

ITSM Implementation - Part 5

6m 9s

ITSM Implementation - Part 6

4m 24s

Challenges in Implementing ITSM - Part 1

3m 6s

Challenges in Implementing ITSM - Part 2

5m 25s

Module Assessment 7

Case Study: Utilising KPIs to Drive IT Service Improvement

Final Examination

Post Course Quiz 1

Post Course Quiz 2

Let's prepare for the Interview