Oreilly - ITIL® Practitioner

Oreilly - ITIL® Practitioner

by Integrity Training | Publisher: Stone River eLearning | Release Date: April 2019 | ISBN: 300000006A0175

https://www.oreilly.com/library/view/itil-practitioner/300000006A0175/

The ITIL® Practitioner is a highly practical course and designed in such a way that enables the candidates to implement service improvements based on the ITIL® philosophy of “adopt and adapt.” In this comprehensive course, the students will learn the guiding principles of service improvement, the service improvement approach, communication, metrics and measurement, and organizational change management (OCM). The ITIL® Practitioner training course prepares the candidates for the AXELOS® ITIL® Practitioner exam which is required to achieve the ITIL Practitioner certificate. The ITIL® Practitioner certification offers practical guidance on how to adopt and adapt the ITIL framework to support your business' objectives. The ITIL® Practitioner exam training course requires the students to have undertaken the ITIL® foundation training before enrolling in this training course. All ITIL® courses are offered by CareerAcademy.com AFFILIATE of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Course Introduction
- Course Introduction 00:01:31
- Instructor Introduction 00:02:17
Introduction to ITIL Practitioner
- Introduction to ITIL Practitioner 00:00:18
- Course Introduction 00:00:28
- Welcome to the Course! 00:00:48
- Why Are You Here? 00:01:28
- Using Bloom’s Taxonomy 00:01:06
- What do you Expect? 00:01:15
- Housekeeping Online 00:01:27
- Quizzes & Exercises 00:00:47
- ITIL Practitioner Exam 00:01:11
- Getting Started with an Online Class 00:02:26
- Agenda 00:01:11
ITSM & Continual Improvement
- ITSM & Continual Improvement 00:02:24
- Learning Objectives 00:02:13
- Terms-to-Know 00:00:53
- Selecting a Management System 00:00:44
- Seeking a Single Management System 00:01:40
- Management System 00:02:29
- Governance, Management & Compliance 00:01:17
- Frameworks & Standards 00:01:25
- Service Management Lifecycle 00:02:07
- ITIL as a Management System 00:01:27
- Systems Thinking 00:01:04
- Disciplines of a Learning Organization 00:02:33
- Double Loop Learning 00:01:52
- The Iceberg Model 00:01:56
- Patterns of a Learning Organization 00:03:17
- Structure Influences Behavior 00:02:10
- The 4Ps 00:00:18
- 4Ps in Strategy 00:02:13
- 4Ps in Design 00:01:39
- 4Ps in Transition 00:01:32
- 4Ps in Operation 00:01:23
- 4Ps in CSI 00:01:21
- 4Ps in Service Management 00:02:10
- ITSM Practice Guide 00:03:11
- Communication & Management Systems 00:00:43
- Fundamentals of Communication 00:02:59
- Communication Strategy 00:01:45
- Perception 00:00:50
- Expectation 00:01:37
- Demands 00:00:58
- Communication & Information are Different 00:01:37
- Communication in Management Systems 00:03:17
- Lesson: Organizational Capabilities 00:00:43
- Specialized Organizational Capabilities 00:01:30
- Critical Capability Model 00:00:54
- Capability of Practice (CoP) 00:01:20
- Quality of Practice (QoP) 00:01:04
- Value Created & Delivered (VCD) 00:01:51
- Critical Capability Model in Action 00:02:45
- Adopt, Adapt & Realize 00:00:48
- Darwin & Continual Improvement 00:01:51
- Outside-in Continual Improvement 00:02:24
- Continual Improvement as a Survival Strategy 00:01:39
- Improvement Becomes Core 00:01:58
- Outside-In/Continual Improvement Approach 00:02:22
- Continual Improvement as a New Normal 00:01:50
- Adopt, Adapt & Improve 00:02:06
- Outside-in vs Inside-out Thinking 00:00:46
- Inside-out vs Outside-in 00:02:28
- Examples of Inside-out 00:02:12
- Examples of Outside-in 00:01:21
- Outside-in vs Inside-out 00:02:08
- Outside-in & the ITIL Practitioner 00:01:50
- Defining a Service 00:00:22
- Define Service Management 00:01:31
- Define Service 00:01:25
- Combine Service & Service Management 00:01:51
- Metrics & Measurement 00:00:22
- Begin with Baselines 00:00:55
- Key Measurement Questions 00:00:51
- Why Measure 00:02:15
- Categories to Measure 00:02:30
- Improvement, the Practitioner & CSI 00:00:22
- CSI Approach 00:01:11
- Vision 00:01:10
- Current Position 00:01:34
- Desired Position 00:01:35
- How to Get to the Desired Position 00:01:14
- Measuring Achievement 00:01:22
- How to Keep the Momentum Going 00:01:31
- Driving IT Service Management Summary 00:00:44
- Selecting a Management System 00:01:13
- Systems Thinking 00:01:40
- 4Ps in Service Management 00:01:02
- Communication & Management Systems 00:02:01
- Organizational Capabilities 00:01:18
- Adopt, Adapt & Realize 00:00:57
- Measurement 00:01:10
- Combine Service & Service Management 00:01:56
- Improvement, the Practitioner & CSI 00:01:47
- Additional Resources for ITSM & Continual Improvement 00:00:44
- Checkpoint 00:00:21
- Introduction to Checkpoint Exercises 00:02:32
- Review Checkpoint Exercises 00:12:19
- Quiz 00:00:22
Principles & Themes
- Principles & Themes 00:00:28
- Learning Objectives 00:02:51
- Terms-to-Know 00:00:24
- Principles 00:00:36
- Start Where You Are 00:02:32
- Focus on Value 00:02:53
- Keep It Simple 00:01:46
- Be Transparent 00:02:15
- Collaborate 00:02:35
- Progress Iteratively 00:03:47
- Observe Directly 00:02:11
- Design for Experience 00:02:31
- Work Holistically 00:02:42
- Themes 00:00:47
- Change is Constant 00:02:36
- Apply Business Value 00:01:45
- Change is an Organizational Capability 00:01:34
- Make Plans & Monitor Progress 00:01:58
- Principles & Themes in Practice 00:00:33
- Applied Knowledge Management 00:01:39
- Measures & Metrics 00:01:32
- Communication 00:00:54
- Organizational Change 00:02:25
- CSI Approach 00:00:56
- Principles & Themes Summary 00:00:16
- Principles 00:01:49
- Themes 00:00:38
- Principles & Themes in Practice 00:00:40
- Checkpoint 00:00:19
- Introduction to Checkpoint Exercises 00:00:35
- Review Checkpoint Exercises 00:05:37
- Quiz 00:00:09
Organizational Change Management (OCM)
- Organizational Change Management (OCM) 00:00:48
- Learning Objectives 00:01:16
- Terms to Know 00:00:12
- Role & Impact of OCM on Improvement 00:00:29
- Why OCM 00:03:04
- Essentials for Successful Improvement 00:01:44
- Impact of OCM 00:01:56
- OCM Activities 00:00:22
- Key Activities for Effective OCM 00:02:05
- Create a Sense of Urgency 00:01:43
- Stakeholder Management 00:02:26
- Sponsor Management 00:02:17
- Communication 00:01:42
- Empowerment 00:01:31
- Resistance Management 00:02:11
- Reinforcement 00:02:01
- OCM & Systems Thinking 00:00:22
- Knowledge Management 00:01:36
- Apply Disciplines of a Learning Organization 00:00:55
- Apply Patterns of a Learning Organization 00:01:26
- Structure Influences Behavior 00:00:56
- Systems Thinking 00:01:03
- OCM Summary 00:00:22
- Role & Impact of OCM on Improvement 00:00:41
- OCM Activities 00:01:34
- OCM & Systems Thinking 00:01:06
- Additional Resources for OCM 00:01:25
- Checkpoint 00:00:17
- Introduction to Checkpoint Exercises 00:01:17
- Review Checkpoint Exercises 00:08:37
- Quiz 00:00:09
Effective Communication to enable CSI
- Effective Communication to enable CSI 00:00:26
- Learning Objectives 00:00:46
- Value, Importance & Benefit of Good Communication 00:00:21
- Fundamentals of Communication 00:01:41
- Why Good Communication is Critical 00:01:32
- Communication & ITSM 00:01:44
- Principles of Communication 00:00:20
- Communication Is a 2-way Process 00:02:53
- We Are All Communicating, All the Time 00:02:43
- Timing & Frequency Matter 00:01:53
- There Is No Single Right Method 00:01:37
- The Message Is in the Medium 00:01:26
- Role of Influence 00:00:20
- Communication & Influence 00:01:08
- 6 Principles of Influence 00:03:14
- Communication, Influence & Improvements 00:02:00
- Communication Summary 00:00:26
- Value, Importance & Benefit of Good Communication 00:00:37
- Principles of Communication 00:01:44
- Role of Influence as Part of Communication 00:00:52
- Additional Resources for Communication 00:00:54
- Checkpoint 00:00:21
- Introduction to Checkpoint Exercises 00:01:02
- Review Checkpoint Exercises 00:07:35
- Quiz 00:00:09
Use Metrics & Measurement
- Use Metrics & Measurement 00:00:39
- Learning Objectives 00:01:01
- Learning Objectives 00:00:50
- Start with the Vision 00:01:16
- Vision to Measurement 00:02:11
- What Gets Measured Gets Done 00:02:02
- Critical Success Factors 00:02:41
- How to Determine CSFs 00:01:52
- Determine KPIs 00:01:57
- Balanced Scorecard 00:01:59
- Organizational Cascade 00:01:43
- Continual Improvement of Metrics & Measurement 00:01:26
- Analyze CSFs & KPIs in Context 00:00:33
- Metric Categories 00:01:32
- Technology, Process & Service Metrics 00:02:48
- Process Metrics 00:00:59
- Leading & Lagging Metrics 00:00:53
- Inside-out & Outside-in Metrics 00:02:06
- Assessments 00:00:25
- Assessments Introduction 00:01:11
- Assessment Scope 00:01:00
- Assessment Criteria & Outputs 00:01:46
- Design a Report 00:00:31
- Reporting 00:02:48
- Reports 00:02:03
- Improve Report Value 00:01:49
- Use Metrics & Measurement Summary 00:00:13
- Define CSFs & KPIs 00:01:15
- Analyze CSFs & KPIs in a given context 00:01:30
- Assessments 00:00:37
- Design a Report 00:00:34
- Additional Resources for Metrics & Measurement 00:01:18
- Checkpoint 00:00:19
- Introduction to Checkpoint Exercises 00:01:29
- Review Checkpoint Exercises 00:06:14
- Quiz 00:00:09
CSI Approach
- CSI Approach 00:00:55
- Learning Objectives 00:00:51
- Terms to Know 00:00:10
- It Depends 00:00:28
- Adopt, Adapt & Improve 00:01:07
- Answer to Every ITIL “How To” Question 00:03:39
- Elements of “It Depends…” 00:02:41
- It Depends & 4Ps in Strategy 00:01:14
- CSI Approach Deconstructed 00:00:31
- CSI Approach 00:00:59
- Vision 00:02:36
- What Is the Vision? 00:02:13
- Current Position 00:01:49
- Where Are We Now? 00:00:52
- Desired Position 00:02:18
- Where Do We Want to Be? 00:03:16
- How to Get to the Desired Position 00:01:14
- How Do We Get There? 00:01:40
- Measuring Achievement 00:01:45
- Did We Get There? 00:00:47
- How to Keep the Momentum Going 00:02:58
- How Do We Keep the Momentum Going? 00:02:08
- Goal Question Metric (GQM) Approach Introduction 00:00:34
- Goal Question Metric (GQM) Approach 00:01:36
- GQM Relationships 00:00:33
- GQM Model Development 00:01:05
- GQM By Example 00:03:12
- GQM+Strategies 00:01:14
- CSI Approach Summary 00:00:23
- It Depends 00:00:50
- CSI Approach Deconstructed 00:00:38
- Applicable Toolkit Items 00:01:47
- Goal Questions Metrics (GQM) Introduction 00:00:46
- Additional Resources for the CSI Approach 00:00:42
- Checkpoint 00:00:23
- Introduction to Checkpoint Exercises 00:01:07
- Review Checkpoint Exercises 00:05:40
- Quiz 00:00:07
Integrating CSI with ITIL & Beyond
- Integrating CSI with ITIL & Beyond 00:00:43
- Learning Objectives 00:00:39
- CSI Approach for the ITIL Practitioner 00:00:26
- CSI Approach 00:00:52
- CSI Approach Requires Communication 00:01:58
- CSI Approach & OCM 00:01:43
- CSI Approach, Metrics & Measurement 00:01:45
- CSI Approach in ITIL 00:00:29
- CSI Approach 00:01:26
- CSI Approach as a GPS 00:02:02
- Answer to Every ITIL “How To” Question 00:04:35
- Elements of “It Depends…” 00:03:10
- The Iceberg Model 00:02:01
- Service Management Lifecycle 00:02:19
- Adopt, Adapt & Improve 00:01:56
- Connect the Dots 00:02:39
- GQM Model Development 00:01:37
- Outside-in vs Inside-out 00:01:30
- Outside-in & the ITIL Practitioner 00:01:34
- CSI Approach, PRINCE2 & RESILIA 00:00:35
- CSI Approach & PRINCE2 00:01:57
- CSI Approach & RESILIA 00:01:23
- ITSM as a Management System 00:01:25
- GQM By Example 00:00:55
- Integrating CSI with ITIL & Beyond Summary 00:00:46
- CSI Approach for the ITIL Practitioner 00:00:27
- CSI Approach in ITIL 00:01:03
- CSI Approach, PRINCE2 & RESILIA 00:00:29
- Checkpoint 00:00:23
- Introduction to Checkpoint Exercises 00:01:20
- Review Checkpoint Exercises 00:02:44
- Quiz 00:00:08
- Course Closure 00:01:03