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.
