	1. Introduction to Service Operation Processes	0:32
	2. Event Management	0:31
	3. The Service Operation Model	4:31
	4. The Processes of Service Operation	1:05
	5. Introduction	1:16
	6. Purpose, Goals & Objectives	1:42
	7. Scope	0:52
	8. Value to the Business	1:58
	9. Concepts	2:20
	10. Activities of Event Management	0:41
	11. Event Occurrence & Notification	3:24
	12. Event Detection & Filtering	1:08
	13. Event Significance & Correlation	2:09
	14. Event Response Trigger & Selection	1:10
	15. Event Review & Closure	1:25
	16. Designing for Event Management	1:15
	17. Instrumentation	1:41
	18. Error Messaging	1:06
	19. Event Detection & Alert Mechanisms	1:30
	20. Identification of Thresholds	1:05
	21. Triggers, Inputs & Outputs	2:13
	22. Process Relationships	2:16
	23. Information	1:18
	24. Critical Success Factors	3:06
	25. Challenges & Risks	3:06
	26. Summary	1:55
	27. Incident Management	0:34
	28. Introduction	1:14
	29. Purpose, Goals & Objectives	1:21
	30. Scope	0:38
	31. Value to the Business	1:46
	32. Concepts	2:25
	33. Activities of Incident Management	0:22
	34. Incident Logging	0:56
	35. Incident Categorization	1:36
	36. Categorization	1:06
	37. Incident Priority	1:10
	38. Incident Escalation	1:13
	39. Incident Diagnosis	1:16
	40. Incident Resolution & Recovery	1:13
	41. Incident Closure	2:11
	42. Expanded Incident Lifecycle	4:20
	43. Incident Management – Roles	1:01
	44. Triggers, Inputs & Outputs	1:36
	45. Process Relationships	1:59
	46. Information	1:21
	47. Critical Success Factors	2:00
	48. Challenges & Risks	3:38
	49. Summary	1:26
	50. Lesson: Request Fulfillment	0:36
	51. Introduction	0:53
	52. Purpose, Goals & Objectives	1:00
	53. Scope	1:14
	54. Value to the Business	1:38
	55. Concepts	1:51
	56. Activities of Request Fulfillment	1:35
	57. Menu Selection	1:27
	58. Financial Approval	1:09
	59. Other Approval	0:54
	60. Fulfillment	0:50
	61. Closure	0:39
	62. Triggers, Inputs & Outputs	1:12
	63. Process Relationships	2:00
	64. Information	0:45
	65. Critical Success Factors	1:53
	66. Challenges & Risks	1:52
	67. Summary	0:53
	68. Problem Management	0:36
	69. Introduction	1:08
	70. Purpose, Goals & Objectives	1:17
	71. Scope	1:09
	72. Concepts	1:27
	73. Value to the Business	1:23
	74. Activities of Problem Management	2:06
	75. Managing the Problem	1:42
	76. Problem Detection	1:19
	77. Problem Logging	0:56
	78. Problem Categorization	0:40
	79. Problem Prioritization	1:15
	80. Problem Investigation & Diagnosis	1:16
	81. Workarounds	1:31
	82. Raising a Known Error Record	0:52
	83. Problem Resolution	1:03
	84. Problem Closure	0:40
	85. Major Problem Review	1:07
	86. Development Errors	1:32
	87. Problem Analysis Techniques	1:21
	88. Managing the Known Error	2:23
	89. Triggers, Inputs & Outputs	1:59
	90. Relationships	2:34
	91. Information	1:19
	92. Critical Success Factors	3:38
	93. Challenges & Risks	3:15
	94. Summary	2:20
	95. Access Management	0:35
	96. Introduction	0:56
	97. Purpose, Goals & Objectives	0:58
	98. Scope	1:00
	99. Value to the Business	1:19
	100. Concepts	1:10
	101. Activities of Access Management	0:42
	102. Access Request	1:17
	103. Access Verification	1:06
	104. Provide Rights	1:04
	105. Monitor Identity Status	1:03
	106. Log & Track Access	1:29
	107. Remove or Restrict Rights	0:48
	108. Triggers, Inputs & Outputs	0:53
	109. Relationships	1:56
	110. Information	1:00
	111. Critical Success Factors	1:28
	112. Challenges & Risks	2:11
	113. Summary	1:09
	114. Operational Activities of Other Lifecycle Processes	0:49
	115. Introduction	1:08
	116. Change Management	1:33
	117. Service Asset & Configuration Management	0:56
	118. Release & Deployment Management	0:36
	119. Knowledge Management	0:44
	120. Capacity Management	1:34
	121. Availability Management	1:02
	122. IT Service Continuity Management	0:57
	123. Financial Management	1:10
	124. Lesson: Service Operation Processes Summary	0:09
	125. Service Operation Process Summary	2:16
	126. Checkpoint	0:14
	127. Section Review	1:34

Free ITILSC-OSA Exam Questions & ITIL ITILSC-OSA Dumps

File	Votes	Size	Last comment
itil.osa.pass4sure.itilsc-osa.v2018-09-05.by.shideh kim.10q.vce	2	1020.81 KB

Student Feedback

4.4

Good

39 %

61 %

0 %

Add Comment

Only Registered Members can View Training Courses

Please fill out your email address below in order to view Training Courses. Registration is Free and Easy, You Simply need to provide an email address.

Trusted By 1.2M IT Certification Candidates Every Month
Hundreds Hours of Videos
Instant download After Registration.

A confirmation link will be sent to this email address to verify your login.
Already Member? Click Here to Login

Log into your Exam-Labs Account

Please Log In to view Training Course

Please provide a correct E-mail address

Please provide your Password (min. 6 characters)

Only registered Exam-Labs.com members can view Training Courses.

Registration is free and easy - just provide your E-mail address. Click Here to Register

Similar Courses

ITILFND: ITIL Foundation

Students: 432

4.4/5 8 hours

ITILSC-SOA: ITIL Service Capability Service Offerings and Agreements

Students: 118

4.6/5 5 hours

	1. Course Introduction	0:32
	2. Course Organization	0:22
	3. Welcome to the Course!	0:33
	4. Mentoring Community Introductions	0:45
	5. Why Are You Here?	0:47
	6. Using Bloom’s Taxonomy	1:10
	7. What do you Expect?	0:37
	8. Housekeeping in the Online Classroom	1:03
	9. Course Conventions & Agenda	0:08
	10. Conventions Used	0:54
	11. Quizzes & Exercises	0:44
	12. ITIL Qualification Scheme	0:47
	13. ITIL Capability Exam	1:08
	14. Getting Started in an Online Classroom	2:26
	15. Section Review	0:23

	1. Introduction to Operational Support & Analysis	0:26
	2. Service Operation	0:19
	3. SO & the Service Lifecycle	0:52
	4. Managing Across the Lifecycle	3:27
	5. Purpose, Goals & Objectives of Service Operation	0:52
	6. Scope of Service Operation	1:55
	7. Value of Service Operation	1:38
	8. Principles of OSA	0:48
	9. Fundamentals of Service Operation	3:14
	10. The Principle of Service Operation	2:15
	11. Achieving Balance in Service Operation	2:39
	12. Balancing Stability & Responsiveness	2:33
	13. Balancing QoS & CoS	1:09
	14. Balancing Reactive & Proactive	1:59
	15. Providing Service	2:22
	16. SO & Other Lifecycle Stages	2:15
	17. OSA Summary	0:09
	18. OSA Summary	1:11
	19. Checkpoint	0:09
	20. Section Review	1:06

	1. Common Activities	0:20
	2. OSA Common Activities	0:24
	3. Introduction	3:22
	4. Service Operation - Common Activities	0:47
	5. Monitoring & Control	1:06
	6. Control Loop	3:38
	7. OSA's Common Activities	0:38
	8. IT Operations	0:37
	9. Mainframe Management	0:32
	10. Server Management & Support	0:52
	11. Network Management	0:48
	12. Storage & Archive	0:30
	13. Database Management	1:28
	14. Directory Services Management	1:03
	15. Desktop Support	1:10
	16. Middleware Management	0:46
	17. Internet/Web Management	1:14
	18. Facilities & Datacenter Management	1:03
	19. Data Center Strategies	1:14
	20. IT Security Management – ISO/IEC Security Standards	1:11
	21. Improvement of Operational Activities	1:38
	22. Common Activities Summary	0:16
	23. Common Activities Summary	0:41
	24. Checkpoint	0:08
	25. Section Review	1:18

	1. Service Desk Function	0:28
	2. Service Desk Function (Cont.)	0:24
	3. Introduction to Service Operation Functions	0:32
	4. Introduction to Service Desk	2:25
	5. Service Desk	0:18
	6. Service Desk – Role	1:29
	7. Service Desk – Objectives	1:06
	8. Service Desk – Organizational Structures	1:58
	9. Outsourcing Issues	1:57
	10. Service Desk – Staffing	2:18
	11. Service Desk – Metrics	1:35
	12. Technical Management Function	0:25
	13. Introduction to Technical Management	0:46
	14. Technical Management	0:24
	15. Technical Management – Role	0:57
	16. Technical Management – Objectives	1:11
	17. Generic Technical Management Activities	1:12
	18. Technical Management – Organizational Structures	0:47
	19. Technical Management – Design, Maintenance & Support	1:27
	20. Technical Management – Metrics	1:06
	21. Technical Management - Documentation	0:53
	22. IT Operations Management	0:36
	23. Introduction to IT Service Operations Management	0:40
	24. IT Operations	0:25
	25. IT Operations – Role	1:13
	26. IT Operations – Objectives	0:32
	27. IT Operations – Organizational Structures	1:09
	28. IT Operations – Metrics	0:44
	29. Operations Management - Documentation	1:00
	30. Application Management Function	0:25
	31. Introduction to Application Management	0:40
	32. Application Management	0:33
	33. Application Management – Role	1:17
	34. Application Management – Objectives	1:07
	35. Application Management - Principles	1:20
	36. Application Lifecycle	2:04
	37. Application Management – Generic Activities	2:01
	38. Application Management – Organizational Structures	1:25
	39. Application Management – Roles & Responsibilities	1:10
	40. Application Management – Metrics	1:01
	41. Application Management – Documentation	1:29
	42. Service Operation Functions Summary	0:08
	43. Service Operation Functions Summary	1:40
	44. Checkpoint	0:08
	45. Section Review	1:50

	1. Organizational Structures	0:43
	2. Organizational Structures	0:26
	3. Organizational Structures (Cont.)	0:30
	4. Specialization Based Structures	1:22
	5. Activity Based Structures	1:26
	6. Process Based Structures	1:25
	7. Geography Based Structures	1:22
	8. Hybrid Structures	1:11
	9. Roles & Responsibilities	0:11
	10. Introduction	1:29
	11. Generic Roles	0:37
	12. Service Owner	0:49
	13. Process Owner	1:03
	14. Process Manager	0:50
	15. Process Practitioner	0:57
	16. OSA - Roles	0:21
	17. Service Desk	1:20
	18. Technical Management	0:38
	19. IT Operations	0:45
	20. Application Management	0:36
	21. Event Management	1:42
	22. Incident Management	2:04
	23. Request Fulfillment	1:08
	24. Problem Management	1:20
	25. Access Management	0:54
	26. Technology Considerations	0:18
	27. Technology Considerations	1:18
	28. Service Management Tools	0:38
	29. Generic Technology Considerations	3:23
	30. Tool Evaluation Criteria	1:14
	31. Event Management Desired Features	1:51
	32. Incident Management Desired Features	1:36
	33. Request Fulfillment Desired Features	1:00
	34. Problem Management Desired Features	1:18
	35. Access Management Desired Features	1:10
	36. Service Desk Desired Features	1:40
	37. Implementing OSA	1:05
	38. Implementation	0:55
	39. Managing Change	0:43
	40. Project Management	1:13
	41. Assessing & Managing Risk	1:15
	42. Involvement in Design & Transition	1:59
	43. Planning & Implementing Technology	1:17
	44. Challenges, CSFs & Risks	1:36
	45. Challenges	2:40
	46. Critical Success Factors	1:35
	47. Risks	1:33
	48. Organize & Implement Summary	0:10
	49. Organize & Implement Summary	1:03
	50. Checkpoint	0:12
	51. Section Review	1:40
	52. Course Closure	2:42

E-mail:	*
Password:	*	Forgot password?