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1.11 Service Model

1.12 Framing Service Value

1.13 Function - Process - Role

1.14 What is a Process?

1.15 Process Characteristics

1.16 IT Governance & Service Lifecycle

1.17 Service Lifecycle Value

1.18 ITIL Concepts Checkpoint

1.19 Understanding ITIL Terms

2.17 The Knowledge Spiral

2.18 7-Step Improvement Process

2.19 Step 1 - Define Data Requirement

2.20 Step 2 - Define Data Capability

2.21 Step 3 - Gather Data

2.22 Step 4 - Process Data

2.23 Step 5 - Analyze Data

2.24 Step 6 - Present & Use Data

2.25 Step 7 - Implement Corrective Action

2.26 CSI Roles

2.27 Service Manager

2.28 CSI Manager

2.29 RACI Model

2.30 Measuring & Reporting Frameworks

2.31 Continual Service Improvement Checkpoint

2.32 Understanding ITIL Terms

3.22 Incident Management Roles

3.23 Incident Management Challenges

3.24 Event Management

3.25 Event Management - Measures & Outcomes

3.26 Request Fulfillment

3.27 Request Fulfillment - Measures & Outcomes

3.28 Problem Management

3.29 Access Management

3.3 Functions of Service Operation

3.31 Service Desk

3.32 Service Desk - Role

3.33 Service Desk - Objectives

3.34 Service Desk - Organizational Structures

3.35 Service Desk - Staffing

3.36 Service Desk - Metrics

3.37 Technical Management

3.38 Application Management

3.39 IT Operations Management

3.40 Technology & Architecture

3.41 Service Operation Checkpoint

3.42 Understanding ITIL Terms

4.21 Change Management Measures & Outcomes

4.22 Change Management - Challenges

4.23 Service Asset & Configuration Management

4.24 Configuration Management System (CMS)

4.25 SACM Measures & Outcomes

4.26 Release & Deployment Management

4.27 Definitive Media Library

4.28 Release & Deployment Measures & Outcomes

4.29 Service Validation Management

4.30 Service Validation Measures & Outcomes

4.31 Evaluation

4.32 Evaluation Model

4.33 Evaluation Measures & Outcomes

4.34 Knowledge Management

4.35 Knowledge Management Measures & Outcomes

4.36 Service Transition - Roles

4.37 Technology & Architecture

4.38 Service Transition Checkpoint

4.39 Understanding ITIL Terms

5.31 Capacity Management

5.32 Capacity Management Measures

5.33 Availability Management

5.34Availability Management Measures

5.35 Service Continuity Management

5.36 Service Continuity Management Measures

5.37 Information Security Management

5.38 Information Security Management Measures

5.39 Supplier Management

5.40 Supplier Management Measures

5.41 Service Design - The Tactical Aspects

5.42 Service Design - Relationships

5.43 Service Design - Organization

5.44 Service Design - Functional Roles Analysis

5.45 Service Design - Activity Analysis

5.46 Service Design - Skills & Attributes

5.47 Service Design - Roles & Responsibilities

5.48 Service Design - Technology & Design

5.49 Service Design - Design Tools

5.50 Service Design - Management Tools

5.51 Service Design - Implementation Considerations

5.52 Business Impact Analysis

5.53 Service Level Requirements

5.54 Service & Process Risks

5.55 Service Implementation

5.56 Service Measures

5.57 Service Design - Challenges & Risks

5.58 Service Design - Challenges

5.59 Service Design - Risks

5.60 Service Design Checkpoint

5.61 Understanding ITIL Terms

6.20 Prepare for Execution

6.21 Service Economics

6.22 Financial Management

6.23 Financial Management - Principles

6.24 Financial Management - Key Decisions

6.25 Service Portfolio Management

6.26 Define

6.27 Analyze

6.28 Approve

6.29 Charter

6.30 Demand Management

6.31 Strategy, Tactics & Operations

6.32 Service Strategy & Design

6.33 Service Strategy & Transition

6.34 Service Strategy & Operations

6.35 Service Strategy & Improvement

6.36 Technology & Architecture

6.37 Service Strategy Checkpoint

6.38 Understanding ITIL Terms