Chapter 1 : IT Service Management
Topic : IT Service Management
Content : IT Service Management - Introduction, What is Information Technology?, What is ITSM?, What is ITIL? 84 MB ,42:33 MIN , THEORY

Chapter 1 : ITSM
Topic : Service Management
Content : Service Management, What are Services, Following Service Management as practice 47 MB ,26:11 MIN , THEORY

Chapter 1 : IT Service Management
Topic : Business Process
Content : ITSM, Business Process 71 MB ,38:7 MIN , THEORY

Chapter 2 : Service Strategy Principles
Topic : Service Strategy Principles
Content : Goal and Objective of Service Strategy, Service Strategy Principles, Value creation - Utility and Warranty, Service Assets 79 MB ,42:33 MIN , THEORY

Chapter 1 : The service Life Cycle
Topic : The service Life Cycle
Content : The service Life Cycle, stages Functions and processes across the life cycle 30 MB ,16:48 MIN , THEORY

Chapter 3 : Service Strategy
Topic : Service Strategy
Content : Define the market, Develop the offerings, Develop Strategic Assets, Prepare for execution 38 MB ,21:56 MIN , THEORY

Chapter 4 : Challenges, Critical Success factors and risks
Topic : Service Strategy - Challenges, Critical Success factors and risks
Content : Complexity, Coordination and Control, Preserving value, Effectiveness in measurement, Risks 47 MB ,23:42 MIN , THEORY

Chapter 1 : Service Design
Topic : Service Design Fundamentals and Goals
Content : Service Design Fundamentals and Goals, Objectives, The Four Pâ??s of Service Design, The Five Aspects of Service Design. Service Design Processes 30 MB ,17:11 MIN , THEORY

Chapter 2 : Service Design Principles
Topic : Service Design - Principles, Goals
Content : Service Design - Principles, Goals 12 MB ,6:42 MIN , THEORY

Chapter 2 : Service Design Principles
Topic : Service Design Principles - Balanced Design
Content : Service Design Principles - Balanced Design 7 MB ,3:56 MIN , THEORY

Chapter 2 : Service Design Principles
Topic : Service Design Principles - Identifying Service Requirements
Content : Identifying Service requirements, technology requirements and documenting business requirements and drivers 22 MB ,11:0 MIN , THEORY

Chapter 2 : Service Design Principles
Topic : Service Design Principles - Design Activities
Content : Service Design Principles - Design Activities 14 MB ,8:26 MIN , THEORY

Chapter 2 : Service Design Principles
Topic : Design Aspects
Content : Service Design Principles -Design Aspects 19 MB ,11:17 MIN , THEORY

Chapter 2 : Service Design Principles
Topic : Subsequent Activities
Content : Service Design Principles- Design Aspects 16 MB ,8:37 MIN , THEORY

Chapter 2 : Service Design Principles
Topic : Design Constraints
Content : Service Design Principles - Design Constraints 8 MB ,4:40 MIN , THEORY

Chapter 2 : Service Design Principles
Topic : Business Service Management
Content : Service Design Principles - Business Service Management 14 MB ,7:13 MIN , THEORY

Chapter 2 : Service Design Principles
Topic : Service Design Models
Content : Service Design Principles - Service Design Models 9 MB ,5:21 MIN , THEORY

Chapter 3 : Service Design Processes
Topic : Service Design Processes
Content : Service Design Processes 13 MB ,7:2 MIN , THEORY

Chapter 3 : Service Design Processes
Topic : Service Design Processes
Content : Service Catalogue Management, Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Supplier Management 63 MB ,34:0 MIN , THEORY

Chapter 2 : Service Design Principles
Topic : Service oriented architecture (SOA)
Content : Service Design Principles - Service oriented architecture (SOA) 13 MB ,7:2 MIN , THEORY

Chapter 1 : Service Transition
Topic : Fundamentals
Content : Service Transition Fundamentals 23 MB ,13:29 MIN , THEORY

Chapter 2 : Service Transition Principles
Topic : Service Transition Principles
Content : Service Transition Principles: Principles Supporting Service Transition, Policies for Service Transition 30 MB ,16:56 MIN , THEORY

Chapter 3 : Service Transition Processes
Topic : Service Transition Processes
Content : Service Transition Processes: Transition planning and support, Change Management, Service Asses Configuration Management, Service and Deployment Management, Service Validation and Testing, Evaluation, Knowledge Management. 42 MB ,22:34 MIN , THEORY

Chapter 4 : Challenges, Critical Success factors and risks
Topic : Service transition- Challenges, Critical Success factors and risks
Content : Challenges, Critical Success factors, Risks, Service Transition under difficult Conditions. 38 MB ,20:12 MIN , THEORY

Chapter 1 : Service Operations
Topic : Fundamentals
Content : Service Operations Fundamentals 17 MB ,9:43 MIN , THEORY

Chapter 2 : Service Operation Principles
Topic : Service Operation Principles
Content : Service Operation Principles: Functions, groups, teams, departments and divisions, Achieving balance in service operations, Providing service, Operation staff involvement in service design and service transition, Operational Health, Communication, Documentation 73 MB ,38:37 MIN , THEORY

Chapter 3 : Service Operation Processes
Topic : Service Operation Processes
Content : Event Management, Incident Management, Request fulfilment, Problem Management, Access Management, Operational activities of processes covered in other lifecycle phases. 63 MB ,32:41 MIN , THEORY

Chapter 4 : Challenges, Critical Success factors and risks
Topic : Service Operations: Challenges, Critical Success factors and risks
Content : Service Operations: Challenges, Critical Success factors and risks 69 MB ,34:17 MIN , THEORY

Chapter 1 : Continual Service Improvement(CSI)
Topic : Continual Service Improvement(CSI)
Content : Introduction, Why is CSI important? How to Best Stay Focused with CSI?, Goal & Target Audience. 49 MB ,27:34 MIN , THEORY

Chapter 1 : Continual Service Improvement(CSI) Principles
Topic : CSI Principles
Content : CSI Approach, CSI and Organizational change, Ownership, External and internal drivers, Service level management 53 MB ,27:48 MIN , THEORY

Chapter 1 : Continual Service Improvement(CSI) Principles
Topic : CSI Principles
Content : The deming cycle, Service measurement, Knowledge management, IT Governance 25 MB ,13:58 MIN , THEORY

Chapter 1 : Continual Service Improvement(CSI) Principles
Topic : CSI Principles
Content : Frameworks, CMMi Model and Standards, Quality Systems - Six Sigma 36 MB ,19:37 MIN , THEORY

Chapter 2 : CSI Process
Topic : The 7-step improvement process
Content : The 7-step improvement process 37 MB ,19:14 MIN , THEORY

Chapter 3 : CSI
Topic : CSI Methods and Techniques
Content : Service Measurements, Key Performance Indicators - KPI, Balance Scorecard, Metrices, Different Levels of Measurement and Reporting, Return on Investments, SWOT Analysis 40 MB ,21:46 MIN , THEORY

Chapter 3 : CS
Topic : CSI Methods and Techniques
Content : CSI Methods and Techniques, Effort And Cost, Implementation Review And Evaluation, Assessments, Gap analysis 29 MB ,16:54 MIN , THEORY

Chapter 3 : CSI - Methods and Techniques
Topic : Benchmarking
Content : Benchmarking, Benchmarking costs, Value of Benchmarking, Benefits, Who is involved? What to benchmark? Comparison With Industry Norms, Process Maturity Comparison, Total Cost of Ownership, Benchmark Approach 50 MB ,26:16 MIN , THEORY

Chapter 3 : CSI- Methods and Techniques
Topic : CSI and other Service Management Processes
Content : Availability Management, Capacity Management, IT Service Continuity Management, Problem Management, Change, Release and Deployment Management, Knowledge Management 52 MB ,25:45 MIN , THEORY

Chapter 4 : Organising for CSI
Topic : Organising for CSI
Content : Organising for CSI: Organisational development, Functions, roles, Customer Engagement, Responsibility model â?? RACI, Competence and training. 60 MB ,32:33 MIN , THEORY

Chapter 5 : Technology considerations
Topic : Tools to support CSI activities
Content : Need of tools, IT service management suites, Systems and network management, Event management, Automated incident/problem resolution, Statistical analysis tools, Project and Portfolio Management, Financial Management, Business intelligence/reporting 53 MB ,26:0 MIN , THEORY