ITILSC-OSA: ITIL Service Capability Operational Support and Analysis
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235 Lectures
4h 50m 14s
Prepare for your ITIL examination with our training course. The ITILSC-OSA course contains a complete batch of videos that will provide you with profound and thorough knowledge related to ITIL certification exam. Pass the ITIL ITILSC-OSA test with flying colors.
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Curriculum For This Course
- 1. Course Introduction 32s
- 2. Instructor Introduction 1m 35s
- 3. Course Organization 22s
- 4. Welcome to the Course! 34s
- 5. Mentoring Community Introductions 45s
- 6. Why Are You Here? 47s
- 7. Using Bloom’s Taxonomy 1m 10s
- 8. What do you Expect? 37s
- 9. Housekeeping in the Online Classroom 1m 3s
- 10. Course Conventions & Agenda 8s
- 11. Conventions Used 54s
- 12. Quizzes & Exercises 44s
- 13. ITIL Qualification Scheme 47s
- 14. ITIL Capability Exam 1m 8s
- 15. Getting Started in an Online Classroom 2m 26s
- 16. Section Review 23s
- 1. Introduction to Operational Support & Analysis 26s
- 2. Service Operation 19s
- 3. SO & the Service Lifecycle 52s
- 4. Managing Across the Lifecycle 3m 27s
- 5. Purpose, Goals & Objectives of Service Operation 52s
- 6. Scope of Service Operation 1m 55s
- 7. Value of Service Operation 1m 38s
- 8. Principles of OSA 48s
- 9. Fundamentals of Service Operation 3m 14s
- 10. The Principle of Service Operation 2m 15s
- 11. Achieving Balance in Service Operation 2m 39s
- 12. Balancing Stability & Responsiveness 2m 33s
- 13. Balancing QoS & CoS 1m 9s
- 14. Balancing Reactive & Proactive 1m 59s
- 15. Providing Service 2m 22s
- 16. SO & Other Lifecycle Stages 2m 16s
- 17. OSA Summary 9s
- 18. Checkpoint 9s
- 19. Section Review 1m 6s
- 1. Introduction to Service Operation Processes 32s
- 2. Event Management 31s
- 3. The Service Operation Model 4m 31s
- 4. The Processes of Service Operation 1m 5s
- 5. Introduction 1m 16s
- 6. Purpose, Goals & Objectives 1m 42s
- 7. Scope 52s
- 8. Value to the Business 1m 58s
- 9. Concepts 2m 20s
- 10. Activities of Event Management 41s
- 11. Event Occurrence & Notification 3m 24s
- 12. Event Detection & Filtering 1m 8s
- 13. Event Significance & Correlation 2m 9s
- 14. Event Response Trigger & Selection 1m 10s
- 15. Event Review & Closure 1m 25s
- 16. Designing for Event Management 1m 15s
- 17. Instrumentation 1m 41s
- 18. Error Messaging 1m 7s
- 19. Event Detection & Alert Mechanisms 1m 30s
- 20. Identification of Thresholds 1m 6s
- 21. Triggers, Inputs & Outputs 2m 13s
- 22. Process Relationships 2m 16s
- 23. Information 1m 18s
- 24. Critical Success Factors 3m 6s
- 25. Challenges & Risks 3m 6s
- 26. Summary 1m 55s
- 27. Incident Management 34s
- 28. Activities of Incident Management 22s
- 29. Incident Logging 56s
- 30. Incident Categorization 1m 36s
- 31. Categorization 1m 7s
- 32. Incident Priority 1m 10s
- 33. Incident Escalation 1m 13s
- 34. Incident Diagnosis 1m 16s
- 35. Incident Resolution & Recovery 1m 13s
- 36. Incident Closure 2m 11s
- 37. Expanded Incident Lifecycle 4m 20s
- 38. Incident Management – Roles 1m 1s
- 39. Lesson: Request Fulfillment 36s
- 40. Activities of Request Fulfillment 1m 36s
- 41. Menu Selection 1m 27s
- 42. Financial Approval 1m 9s
- 43. Other Approval 54s
- 44. Fulfillment 51s
- 45. Closure 39s
- 46. Problem Management 36s
- 47. Activities of Problem Management 2m 6s
- 48. Managing the Problem 1m 42s
- 49. Problem Detection 1m 19s
- 50. Problem Logging 56s
- 51. Problem Categorization 40s
- 52. Problem Prioritization 1m 15s
- 53. Problem Investigation & Diagnosis 1m 16s
- 54. Workarounds 1m 31s
- 55. Raising a Known Error Record 52s
- 56. Problem Resolution 1m 3s
- 57. Problem Closure 40s
- 58. Major Problem Review 1m 7s
- 59. Development Errors 1m 32s
- 60. Problem Analysis Techniques 1m 21s
- 61. Managing the Known Error 2m 23s
- 62. Relationships 2m 34s
- 63. Access Management 35s
- 64. Activities of Access Management 42s
- 65. Access Request 1m 17s
- 66. Access Verification 1m 6s
- 67. Provide Rights 1m 4s
- 68. Monitor Identity Status 1m 3s
- 69. Log & Track Access 1m 29s
- 70. Remove or Restrict Rights 48s
- 71. Operational Activities of Other Lifecycle Processes 49s
- 72. Change Management 1m 33s
- 73. Service Asset & Configuration Management 56s
- 74. Release & Deployment Management 36s
- 75. Knowledge Management 44s
- 76. Capacity Management 1m 34s
- 77. Availability Management 1m 2s
- 78. IT Service Continuity Management 57s
- 79. Financial Management 1m 10s
- 80. Lesson: Service Operation Processes Summary 9s
- 81. Service Operation Process Summary 2m 16s
- 82. Checkpoint 14s
- 83. Section Review 1m 34s
- 1. Common Activities 20s
- 2. OSA Common Activities 24s
- 3. Introduction 3m 22s
- 4. Service Operation - Common Activities 47s
- 5. Monitoring & Control 1m 7s
- 6. Control Loop 3m 38s
- 7. OSA's Common Activities 38s
- 8. IT Operations 37s
- 9. Mainframe Management 32s
- 10. Server Management & Support 52s
- 11. Network Management 48s
- 12. Storage & Archive 30s
- 13. Database Management 1m 28s
- 14. Directory Services Management 1m 3s
- 15. Desktop Support 1m 10s
- 16. Middleware Management 46s
- 17. Internet/Web Management 1m 14s
- 18. Facilities & Datacenter Management 1m 3s
- 19. Data Center Strategies 1m 14s
- 20. IT Security Management – ISO/IEC Security Standards 1m 12s
- 21. Improvement of Operational Activities 1m 38s
- 22. Common Activities Summary 16s
- 23. Checkpoint 8s
- 24. Section Review 1m 18s
- 1. Service Desk Function 28s
- 2. Service Desk Function (Cont.) 24s
- 3. Introduction to Service Operation Functions 32s
- 4. Introduction to Service Desk 2m 25s
- 5. Service Desk 18s
- 6. Service Desk – Role 1m 29s
- 7. Service Desk – Objectives 1m 6s
- 8. Service Desk – Organizational Structures 1m 58s
- 9. Outsourcing Issues 1m 57s
- 10. Service Desk – Staffing 2m 18s
- 11. Service Desk – Metrics 1m 35s
- 12. Technical Management Function 25s
- 13. Introduction to Technical Management 46s
- 14. Technical Management 24s
- 15. Technical Management – Role 57s
- 16. Technical Management – Objectives 1m 12s
- 17. Generic Technical Management Activities 1m 12s
- 18. Technical Management – Organizational Structures 47s
- 19. Technical Management – Design, Maintenance & Support 1m 27s
- 20. Technical Management – Metrics 1m 6s
- 21. Technical Management - Documentation 53s
- 22. IT Operations Management 36s
- 23. Introduction to IT Service Operations Management 40s
- 24. IT Operations 25s
- 25. IT Operations – Role 1m 13s
- 26. IT Operations – Objectives 32s
- 27. IT Operations – Organizational Structures 1m 9s
- 28. IT Operations – Metrics 44s
- 29. Operations Management - Documentation 1m
- 30. Application Management Function 25s
- 31. Introduction to Application Management 40s
- 32. Application Management 33s
- 33. Application Management – Role 1m 17s
- 34. Application Management – Objectives 1m 7s
- 35. Application Management - Principles 1m 20s
- 36. Application Lifecycle 2m 5s
- 37. Application Management – Generic Activities 2m 1s
- 38. Application Management – Organizational Structures 1m 25s
- 39. Application Management – Roles & Responsibilities 1m 10s
- 40. Application Management – Metrics 1m 1s
- 41. Application Management – Documentation 1m 29s
- 42. Service Operation Functions Summary 8s
- 43. Checkpoint 8s
- 44. Section Review 1m 50s
- 1. Organizational Structures 44s
- 2. Organizational Structures (Cont.) 30s
- 3. Specialization Based Structures 1m 22s
- 4. Activity Based Structures 1m 27s
- 5. Process Based Structures 1m 25s
- 6. Geography Based Structures 1m 22s
- 7. Hybrid Structures 1m 11s
- 8. Roles & Responsibilities 11s
- 9. Introduction 1m 29s
- 10. Generic Roles 38s
- 11. Service Owner 49s
- 12. Process Owner 1m 3s
- 13. Process Manager 50s
- 14. Process Practitioner 57s
- 15. OSA - Roles 21s
- 16. Service Desk 1m 20s
- 17. Technical Management 38s
- 18. IT Operations 45s
- 19. Application Management 36s
- 20. Event Management 1m 42s
- 21. Incident Management 2m 4s
- 22. Request Fulfillment 1m 8s
- 23. Problem Management 1m 20s
- 24. Access Management 54s
- 25. Technology Considerations 18s
- 26. Service Management Tools 38s
- 27. Generic Technology Considerations 3m 23s
- 28. Tool Evaluation Criteria 1m 14s
- 29. Event Management Desired Features 1m 51s
- 30. Incident Management Desired Features 1m 36s
- 31. Request Fulfillment Desired Features 1m
- 32. Problem Management Desired Features 1m 18s
- 33. Access Management Desired Features 1m 10s
- 34. Service Desk Desired Features 1m 40s
- 35. Implementing OSA 1m 5s
- 36. Implementation 55s
- 37. Managing Change 43s
- 38. Project Management 1m 13s
- 39. Assessing & Managing Risk 1m 15s
- 40. Involvement in Design & Transition 1m 59s
- 41. Planning & Implementing Technology 1m 17s
- 42. Challenges, CSFs & Risks 1m 36s
- 43. Challenges 2m 40s
- 44. Critical Success Factors 1m 36s
- 45. Risks 1m 33s
- 46. Organize & Implement Summary 10s
- 47. Checkpoint 12s
- 48. Section Review 1m 40s
- 49. Course Closure 2m 42s
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