Curriculum For This Course

Introduction

3Lectures

Time 00:16:00

Service Management

10Lectures

Time 01:02:00

Four Dimensions of Service Management

7Lectures

Time 00:39:00

Service Value System

3Lectures

Time 00:10:00

Guiding Principles

8Lectures

Time 00:45:00

Service Value Chain

8Lectures

Time 00:41:00

Continual Improvement

10Lectures

Time 00:23:00

General Management Practices

16Lectures

Time 00:37:00

Service Management Practices

18Lectures

Time 01:00:00

Technical Management Practices

4Lectures

Time 00:04:00

Conclusion

3Lectures

Time 00:12:00

Introduction
	1. Exam Fundamentals	06:29
	2. 4th Industrial Revolution	03:31
	3. Service Organizations	05:04

Service Management
	1. Service Management	02:34
	2. Value	04:06
	3. Organizations and People	05:36
	4. Services and Products	11:45
	5. Service Offerings	05:42
	6. Service Relationships	06:17
	7. Outcomes	02:54
	8. Costs	10:21
	9. Risks	05:59
	10. Utility and Warranty	04:46

Four Dimensions of Service Management
	1. Four Dimensions of Service Management	01:20
	2. Organizations and People	06:57
	3. Information and Technology	07:42
	4. Partners and Suppliers	09:45
	5. Value Streams and Processes	04:47
	6. PESTLE	03:11
	7. Applying the Four Dimensions	05:02

Service Value System
	1. Service Value System	02:38
	2. Opportunity, Demand, and Value	05:20
	3. Governance	02:04

Guiding Principles
	1. Guiding Principles	03:34
	2. Focus on Value	03:53
	3. Start Where You Are	08:08
	4. Progress Iteratively with Feedback	06:40
	5. Collaborate and Promote Visibility	05:28
	6. Think and Work Holistically	05:33
	7. Keep It Simple and Practical	03:32
	8. Optimize and Automate	05:56

Service Value Chain
	1. Service Value Chain	05:14
	2. Plan	04:18
	3. Improve	04:02
	4. Engage	08:27
	5. Design and Transition	05:12
	6. Obtain/Build	07:07
	7. Deliver and Support	05:10
	8. Value Streams	01:58

Continual Improvement
	1. Continual Improvement	02:20
	2. Continual Improvement Model	01:55
	3. What is the Vision?	02:51
	4. Where are We Now?	02:08
	5. Where Do We Want to Be?	03:13
	6. How Do We Get There?	01:29
	7. Take Action	01:13
	8. Did We Get There?	01:34
	9. How Do We Keep the Momentum Going?	02:14
	10. Continual Improvement and the Guiding Principles	03:54

General Management Practices
	1. Categories of Practices	02:34
	2. Management Practices	01:16
	3. Continual Improvement	07:45
	4. Information Security Management	03:42
	5. Relationship Management	01:53
	6. Supplier Management	01:30
	7. Architecture Management	02:05
	8. Knowledge Management	02:10
	9. Measurement and Reporting	01:24
	10. Organizational Change Management	01:22
	11. Portfolio Management	02:02
	12. Project Management	02:03
	13. Risk Management	02:13
	14. Service Financial Management	01:14
	15. Strategy Management	01:53
	16. Workforce and Talent Management	01:39

Service Management Practices
	1. Service Management Practices	01:14
	2. Change Control	08:51
	3. Incident Management	08:02
	4. Problem Management	04:48
	5. Service Desk	07:52
	6. Service Level Management	05:47
	7. Service Request Management	07:19
	8. IT Asset Management	01:55
	9. Monitoring and Event Management	02:10
	10. Release Management	01:00
	11. Service Configuration Management	01:15
	12. Availability Management	01:06
	13. Business Analysis	00:57
	14. Capacity and Performance Management	02:14
	15. Service Catalog Management	01:35
	16. Service Continuity Management	01:27
	17. Service Design	01:34
	18. Service Validation and Testing	01:02

Technical Management Practices
	1. Technical Management Practices	00:40
	2. Deployment Management	00:55
	3. Infrastructure and Platform Management	00:57
	4. Software Development and Management	00:59

Conclusion
	1. Putting It All Together	06:33
	2. Conclusion	01:42
	3. ITIL Certification Path	02:01

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