Supplier Management

By Mark Thomas

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Video Courses > ITIL Foundations 2011 Certification Video Course

Module 1: Introduction

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ITIL Video Course Introduction
2:08

ITIL Foundation Certification Exam
1:02

Module 2: What is ITIL?

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What is ITIL?
2:13

Why is ITIL Successful? - Public vs Proprietary Frameworks and Standards
2:59

Best Practices in the Public Domain
3:24

Stages, Processes and Functions
2:18

Module 2 Sample Exam Questions - What is ITIL
1:23

Module 3: Service Management as a Practice

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Service Management as a Practice - Introduction
1:25

Service Definitions - IT Services and Types
5:02

Stakeholders and Service Providers
2:51

Service Management - Resources and Capabilities
2:42

Service Management as a Practice - Sample Exam Questions
2:58

Module 4: Key Principles and Models

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Key Principles and Models - Introduction
1:01

Governance
2:43

Risk Management
4:10

Roles and Responsibilities
0:22

Process Owner, Manager, Practitioner and Service Owner
1:22

Process Manager
1:14

Process Practitioner
1:12

Service Owner
1:19

RACI Chart
2:41

Processes - Definition and Characteristics
2:26

Process Model
2:25

Service Automation
3:11

Module 4 Sample Exam Questions
2:44

Module 5: Service Strategy

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Service Strategy (SS) Intro
0:51

Service Strategy - Purpose, Objectives and Scope
3:30

Value - Creation Through Services
3:09

Utility and Warranty
2:21

How Customers Perceive Value
2:28

Value to the Business
2:38

Service Portfolio Management
4:36

Purpose, Scope and Objectives
4:19

Service Portfolio Sample Exam Question
1:00

Financial Management for IT Services
3:36

Financial Management -Business Case
2:26

Financial Management Sample Exam Question
0:52

Business Relationship Management
3:46

BRM compared with SLM
2:21

BRM sample exam question
1:21

Module 5 Service Strategy Sample Exam Questions
2:32

Module 6: Service Design

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Service Design (SD) Introduction
2:08

SD -Purpose, Objectives and Scope
2:10

Four Ps of Service Design
0:56

Five Aspects of Service Design
2:31

Service Design Package
2:50

Value to the Business
3:00

Service Catalog Management - Purpose, Objectives and Scope
4:36

Service Catalog Views
3:08

Service Design (SD) - Sample Exam Question
0:45

Service Level Management - Purpose, Objectives and Scope
3:38

Requirements and Agreements
5:29

Service Level Management - Key Activities
1:46

SLA Structures
2:08

Service Review
2:41

SLM Interfaces and Relationships
3:23

SLM -Sample Exam Questions
1:47

Availability Management - Purpose, Objectives and Scope
5:19

Interconnected Levels
1:25

Availability Management -Key Definitions
1:37

Vital Business Functions
2:13

Availability Management -Sample Exam Questions
1:27

Continuity Management - Purpose, Objectives and Scope
5:45

Business Impact Analysis and Risk
2:32

Continuity Management - Sample Exam Question
1:03

Capacity Management - Purpose, Objectives and Scope
4:47

Sub Processes
1:38

Capacity Plan
4:47

Patterns of Business Activity
2:04

Capacity Management - Sample Exam Questions
1:54

Information Security Management - Purpose, Objectives and Scope
4:22

Information Security Policy
3:04

Information Security Management - Sample Exam Question
0:33

Supplier Management - Purpose, Objectives and Scope
3:31

Supplier Categorization
1:27

Supplier Management - Sample Exam Question
1:15

Design Coordination - Purpose, Objectives and Scope
2:59

Design Coordination - Sample Exam Question
1:13

Service Design Sample Exam Questions
3:09

Module 7: Service Transition

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Service Transition (ST) Introduction
1:38

Service Transition - Purpose, Objectives and Scope
3:22

Value to the Business
2:29

Change Management - Overview, Purpose, Scope and Objectives
5:15

Change Management - Types of Change Request
5:49

Change Proposal
3:14

Change Models
1:52

Change Advisory Boards (CAB)
4:43

Process Activities
2:38

Interfaces
3:24

Change Management - Sample Exam Questions
1:43

Release and Deployment Management - Overview, Purpose, Scope and Objectives
3:42

Release Policy
3:39

Phases
2:20

Release and Deployment Management - Sample Exam Questions
1:54

Service Asset and Configuration Management (SACM) - Overview
5:04

SACM - Purpose, Scope and Objectives
5:23

Basic Concepts
3:28

Configuration Item
3:00

Configuration Model
2:49

Configuration Management System (CMS)
2:27

Definitive Media Library (DML)
3:42

SACM - Sample Exam Questions
1:32

Knowledge Management - Overview, Purpose, Scope and Objectives
3:10

DIKW Model
2:20

Service Knowledge Management System (SKMS)
3:50

Knowledge Management - Sample Exam Questions
0:37

Transition Planning and Support - Overview, Purpose, Scope and Objectives
3:46

Transition Planning - Sample Exam Question
1:04

Service Transition Sample Exam Questions
3:31

Module 8: Service Operation (SO)

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Service Operation - Introduction
4:23

Service Operation - Purpose, Objectives, Scope
3:01

Communication
1:30

Value to the Business
2:44

Event Management - Purpose, Scope and Objectives
5:03

Event Management - Sample Exam Questions
1:34

Incident Management - Purpose, Scope and Objectives
4:34

Incident Management Timescales - Models, Major and Tracking
7:18

Incident Management - Process Activities (Documentation)
4:04

Incident Management - Process Activities (Diagnosis)
5:44

Incident Management - Process Interfaces
3:11

Incident Management - Sample Exam Questions
2:51

Problem Management Purpose, Scope and Objectives
4:02

Reactive vs Proactive Problem Management
1:35

Problem Models, Problems vs Incidents
3:53

Problem Management - Key Definitions
1:46

Problem Management- Process Activities (Detection)
4:32

Problem Management- Process Activities (Diagnosis)
6:17

Major Problem Review
1:44

Problem Management - Process Interfaces
3:38

Problem Management - Sample Exam Questions
2:32

Request Fulfillment Purpose, Scope and Objectives
4:06

Request Fulfillment - Sample Exam Questions
2:30

Access Management - Purpose, Scope and Objectives
4:01

Access Management - Sample Exam Questions
1:14

Functions Explained
2:42

Service Desk Role - Justification and Objectives
5:14

Service Desk Organizational Structures
4:11

Technical Management Role and Objectives
2:09

Application Management Role, Objectives and Organization
3:17

IT Operations Management Role
2:17

Module 8 Sample Exam Questions - Service Operation
2:53

Module 9: Continual Service Improvement (CSI)

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Continual Service Improvement (CSI) Introduction
1:06

CSI - Purpose, Objectives and Scope
2:29

Why We Measure
1:20

Measurement Hierarchy
3:28

Types of Metrics
2:13

CSI Approach
2:31

Deming Cycle
1:35

CSI Register
2:32

Value to the Business
1:32

7-Step - Purpose, Objectives and Scope
2:22

7 Step - Process Activities
1:08

Module 9 Sample Exam Questions - Continual Service Improvement (CSI)
3:48

Module 10: Review and Exam Preparation

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ITIL Foundation Certification Exam Preparation
3:12

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