Overall Duration : 7.30 Hours293 Video Lessons
Content:
001 - Course Introduction.
002 - Instructor Introduction.
003 - Introduction to ITIL Practitioner.
004 - Course Introduction.
005 - Welcome to the Course!.
006 - Why Are You Here.
007 - Using Bloom’s Taxonomy.
008 - What do you Expect.
009 - Housekeeping Online.
010 - Quizzes & Exercises.
011 - ITIL Practitioner Exam.
012 - Getting Started with an Online Class.
013 - Agenda.
014 - ITSM & Continual Improvement.
015 - Learning Objectives.
016 - Terms-to-Know.
017 - Selecting a Management System.
018 - Seeking a Single Management System.
019 - Management System.
020 - Governance, Management & Compliance.
021 - Frameworks & Standards.
022 - Service Management Lifecycle.
023 - ITIL as a Management System.
024 - Systems Thinking.
025 - Disciplines of a Learning Organization.
026 - Double Loop Learning.
027 - The Iceberg Model.
028 - Patterns of a Learning Organization.
029 - Structure Influences Behavior.
030 - The 4Ps.
031 - 4Ps in Strategy.
032 - 4Ps in Design.
033 - 4Ps in Transition.
034 - 4Ps in Operation.
035 - 4Ps in CSI.
036 - 4Ps in Service Management.
037 - ITSM Practice Guide.
038 - Communication & Management Systems.
039 - Fundamentals of Communication.
040 - Communication Strategy.
041 - Perception.
042 - Expectation.
043 - Demands.
044 - Communication & Information are Different.
045 - Communication in Management Systems.
046 - Lesson - Organizational Capabilities.
047 - Specialized Organizational Capabilities.
048 - Critical Capability Model.
049 - Capability of Practice (CoP).
050 - Quality of Practice (QoP).
051 - Value Created & Delivered (VCD).
052 - Critical Capability Model in Action.
053 - Adopt, Adapt & Realize.
054 - Darwin & Continual Improvement.
055 - Outside-in Continual Improvement.
056 - Continual Improvement as a Survival Strategy.
057 - Improvement Becomes Core.
058 - Outside-In_Continual Improvement Approach.
059 - Continual Improvement as a New Normal.
060 - Adopt, Adapt & Improve.
061 - Outside-in vs Inside-out Thinking.
062 - Inside-out vs Outside-in.
063 - Examples of Inside-out.
064 - Examples of Outside-in.
065 - Outside-in vs Inside-out.
066 - Outside-in & the ITIL Practitioner.
067 - Defining a Service.
068 - Define Service Management.
069 - Define Service.
070 - Combine Service & Service Management.
071 - Metrics & Measurement.
072 - Begin with Baselines.
073 - Key Measurement Questions.
074 - Why Measure.
075 - Categories to Measure.
076 - Improvement, the Practitioner & CSI.
077 - CSI Approach.
078 - Vision.
079 - Current Position.
080 - Desired Position.
081 - How to Get to the Desired Position.
082 - Measuring Achievement.
083 - How to Keep the Momentum Going.
084 - Driving IT Service Management Summary.
085 - Selecting a Management System.
086 - Systems Thinking.
087 - 4Ps in Service Management.
088 - Communication & Management Systems.
089 - Organizational Capabilities.
090 - Adopt, Adapt & Realize.
091 - Measurement.
092 - Combine Service & Service Management.
093 - Improvement, the Practitioner & CSI.
094 - Additional Resources for ITSM & Continual Improvement.
095 - Checkpoint.
096 - Introduction to Checkpoint Exercises.
097 - Review Checkpoint Exercises.
098 - Quiz.
099 - Principles & Themes.
100 - Learning Objectives.
101 - Terms-to-Know.
102 - Principles.
103 - Start Where You Are.
104 - Focus on Value.
105 - Keep It Simple.
106 - Be Transparent.
107 - Collaborate.
108 - Progress Iteratively.
109 - Observe Directly.
110 - Design for Experience.
111 - Work Holistically.
112 - Themes.
113 - Change is Constant.
114 - Apply Business Value.
115 - Change is an Organizational Capability.
116 - Make Plans & Monitor Progress.
117 - Principles & Themes in Practice.
118 - Applied Knowledge Management.
119 - Measures & Metrics.
120 - Communication.
121 - Organizational Change.
122 - CSI Approach.
123 - Principles & Themes Summary.
124 - Principles.
125 - Themes.
126 - Principles & Themes in Practice.
127 - Checkpoint.
128 - Introduction to Checkpoint Exercises.
129 - Review Checkpoint Exercises.
130 - Quiz.
131 - Organizational Change Management (OCM).
132 - Learning Objectives.
133 - Terms to Know.
134 - Role & Impact of OCM on Improvement.
135 - Why OCM.
136 - Essentials for Successful Improvement.
137 - Impact of OCM.
138 - OCM Activities.
139 - Key Activities for Effective OCM.
140 - Create a Sense of Urgency.
141 - Stakeholder Management.
142 - Sponsor Management.
143 - Communication.
144 - Empowerment.
145 - Resistance Management.
146 - Reinforcement.
147 - OCM & Systems Thinking.
148 - Knowledge Management.
149 - Apply Disciplines of a Learning Organization.
150 - Apply Patterns of a Learning Organization.
151 - Structure Influences Behavior.
152 - Systems Thinking.
153 - OCM Summary.
154 - Role & Impact of OCM on Improvement.
155 - OCM Activities.
156 - OCM & Systems Thinking.
157 - Additional Resources for OCM.
158 - Checkpoint.
159 - Introduction to Checkpoint Exercises.
160 - Review Checkpoint Exercises.
161 - Quiz.
162 - Effective Communication to enable CSI.
163 - Learning Objectives.
164 - Value, Importance & Benefit of Good Communication.
165 - Fundamentals of Communication.
166 - Why Good Communication is Critical.
167 - Communication & ITSM.
168 - Principles of Communication.
169 - Communication Is a 2-way Process.
170 - We Are All Communicating, All the Time.
171 - Timing & Frequency Matter.
172 - There Is No Single Right Method.
173 - The Message Is in the Medium.
174 - Role of Influence.
175 - Communication & Influence.
176 - 6 Principles of Influence.
177 - Communication, Influence & Improvements.
178 - Communication Summary.
179 - Value, Importance & Benefit of Good Communication.
180 - Principles of Communication.
181 - Role of Influence as Part of Communication.
182 - Additional Resources for Communication.
183 - Checkpoint.
184 - Introduction to Checkpoint Exercises.
185 - Review Checkpoint Exercises.
186 - Quiz.
187 - Use Metrics & Measurement.
188 - Learning Objectives.
189 - Learning Objectives.
190 - Start with the Vision.
191 - Vision to Measurement.
192 - What Gets Measured Gets Done.
193 - Critical Success Factors.
194 - How to Determine CSFs.
195 - Determine KPIs.
196 - Balanced Scorecard.
197 - Organizational Cascade.
198 - Continual Improvement of Metrics & Measurement.
199 - Analyze CSFs & KPIs in Context.
200 - Metric Categories.
201 - Technology, Process & Service Metrics.
202 - Process Metrics.
203 - Leading & Lagging Metrics.
204 - Inside-out & Outside-in Metrics.
205 - Assessments.
206 - Assessments Introduction.
207 - Assessment Scope.
208 - Assessment Criteria & Outputs.
209 - Design a Report.
210 - Reporting.
211 - Reports.
212 - Improve Report Value.
213 - Use Metrics & Measurement Summary.
214 - Define CSFs & KPIs.
215 - Analyze CSFs & KPIs in a given context.
216 - Assessments.
217 - Design a Report.
218 - Additional Resources for Metrics & Measurement.
219 - Checkpoint.
220 - Introduction to Checkpoint Exercises.
221 - Review Checkpoint Exercises.
222 - Quiz.
223 - CSI Approach.
224 - Learning Objectives.
225 - Terms to Know.
226 - It Depends.
227 - Adopt, Adapt & Improve.
228 - Answer to Every ITIL “How To” Question.
229 - Elements of “It Depends…”.
230 - It Depends & 4Ps in Strategy.
231 - CSI Approach Deconstructed.
232 - CSI Approach.
233 - Vision.
234 - What Is the Vision.
235 - Current Position.
236 - Where Are We Now.
237 - Desired Position.
238 - Where Do We Want to Be.
239 - How to Get to the Desired Position.
240 - How Do We Get There.
241 - Measuring Achievement.
242 - Did We Get There.
243 - How to Keep the Momentum Going.
244 - How Do We Keep the Momentum Going.
245 - Goal Question Metric (GQM) Approach Introduction.
246 - Goal Question Metric (GQM) Approach.
247 - GQM Relationships.
248 - GQM Model Development.
249 - GQM By Example.
250 - GQM+Strategies.
251 - CSI Approach Summary.
252 - It Depends.
253 - CSI Approach Deconstructed.
254 - Applicable Toolkit Items.
255 - Goal Questions Metrics (GQM) Introduction.
256 - Additional Resources for the CSI Approach.
257 - Checkpoint.
258 - Introduction to Checkpoint Exercises.
259 - Review Checkpoint Exercises.
260 - Quiz.
261 - Integrating CSI with ITIL & Beyond.
262 - Learning Objectives.
263 - CSI Approach for the ITIL Practitioner.
264 - CSI Approach.
265 - CSI Approach Requires Communication.
266 - CSI Approach & OCM.
267 - CSI Approach, Metrics & Measurement.
268 - CSI Approach in ITIL.
269 - CSI Approach.
270 - CSI Approach as a GPS.
271 - Answer to Every ITIL “How To” Question.
272 - Elements of “It Depends…”.
273 - The Iceberg Model.
274 - Service Management Lifecycle.
275 - Adopt, Adapt & Improve.
276 - Connect the Dots.
277 - GQM Model Development.
278 - Outside-in vs Inside-out.
279 - Outside-in & the ITIL Practitioner.
280 - CSI Approach, PRINCE2 & RESILIA.
281 - CSI Approach & PRINCE2.
282 - CSI Approach & RESILIA.
283 - ITSM as a Management System.
284 - GQM By Example.
285 - Integrating CSI with ITIL & Beyond Summary.
286 - CSI Approach for the ITIL Practitioner.
287 - CSI Approach in ITIL.
288 - CSI Approach, PRINCE2 & RESILIA.
289 - Checkpoint.
290 - Introduction to Checkpoint Exercises.
291 - Review Checkpoint Exercises.
292 - Quiz.
293 - Course Closure.
