03 Service Management as a Practice/008 Other quality frameworks_ ISO_IEC 20000 and the Plan-Do-Check-Act (PDCA) model.mp4
264.78MB
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01 Introduction/001 Welcome objective and schedule.mp4
54.78MB
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01 Introduction/002 Certification exam-en.srt
4.12KB
01 Introduction/002 Certification exam.mp4
38.63MB
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01 Introduction/003 Qualification scheme-en.srt
7.42KB
01 Introduction/003 Qualification scheme.mp4
73.4MB
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02 Service Life Cycle/001 What is ITIL_-en.srt
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02 Service Life Cycle/001 What is ITIL_.mp4
105.76MB
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02 Service Life Cycle/002 Components and phases of a service life cycle.mp4
112.44MB
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11.26KB
02 Service Life Cycle/003 Main concepts of the service life cycle.mp4
92.5MB
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9.38KB
02 Service Life Cycle/004 Summary_ Service life cycle.mp4
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03 Service Management as a Practice/001 IT today IT opportunity-en.srt
10.12KB
03 Service Management as a Practice/001 IT today IT opportunity.mp4
95.59MB
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03 Service Management as a Practice/002 What is a service_-en.srt
9.04KB
03 Service Management as a Practice/002 What is a service_.mp4
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03 Service Management as a Practice/003 What is service management_-en.srt
6.46KB
03 Service Management as a Practice/003 What is service management_.mp4
61.21MB
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03 Service Management as a Practice/004 What comprises value_-en.srt
6.21KB
03 Service Management as a Practice/004 What comprises value_.mp4
63.3MB
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03 Service Management as a Practice/005 The 4 Ps of service design-en.srt
4.33KB
03 Service Management as a Practice/005 The 4 Ps of service design.mp4
45.25MB
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03 Service Management as a Practice/006 Key IT service management roles-en.srt
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03 Service Management as a Practice/006 Key IT service management roles.mp4
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03 Service Management as a Practice/007 Governance-en.srt
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03 Service Management as a Practice/007 Governance.mp4
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03 Service Management as a Practice/008 Other quality frameworks_ ISO_IEC 20000 and the Plan-Do-Check-Act (PDCA) model-en.srt
25.42KB
01 Introduction/001 Welcome objective and schedule-en.srt
5.97KB
03 Service Management as a Practice/009 Summary_ Service management as a practice-en.srt
7.55KB
03 Service Management as a Practice/009 Summary_ Service management as a practice.mp4
66.9MB
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04 Key Principles Models and Concepts/001 Processes-en.srt
14.85KB
04 Key Principles Models and Concepts/001 Processes.mp4
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04 Key Principles Models and Concepts/002 Processes tools and automation.mp4
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04 Key Principles Models and Concepts/003 Functions-en.srt
6.94KB
04 Key Principles Models and Concepts/003 Functions.mp4
70.54MB
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04 Key Principles Models and Concepts/004 Specific roles-en.srt
15.05KB
04 Key Principles Models and Concepts/004 Specific roles.mp4
157.14MB
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04 Key Principles Models and Concepts/005 The Responsible Accountable Contribution Informed (RACI) model-en.srt
4.86KB
04 Key Principles Models and Concepts/005 The Responsible Accountable Contribution Informed (RACI) model.mp4
48.29MB
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04 Key Principles Models and Concepts/006 Risk management-en.srt
7.8KB
04 Key Principles Models and Concepts/006 Risk management.mp4
80.23MB
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04 Key Principles Models and Concepts/007 Business case-en.srt
4.57KB
04 Key Principles Models and Concepts/007 Business case.mp4
44.62MB
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04 Key Principles Models and Concepts/008 Communication-en.srt
6.68KB
04 Key Principles Models and Concepts/008 Communication.mp4
63.05MB
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04 Key Principles Models and Concepts/009 Service portfolio pipeline and catalog-en.srt
7.58KB
04 Key Principles Models and Concepts/009 Service portfolio pipeline and catalog.mp4
72.51MB
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04 Key Principles Models and Concepts/010 Prioritization-en.srt
6.75KB
04 Key Principles Models and Concepts/010 Prioritization.mp4
71.21MB
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04 Key Principles Models and Concepts/011 Summary_ Key principles models and concepts-en.srt
6.1KB
04 Key Principles Models and Concepts/011 Summary_ Key principles models and concepts.mp4
59.79MB
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05 Life-Cycle Phases/001 Service Strategy_ Goal scope processes and key concepts-en.srt
12.49KB
05 Life-Cycle Phases/001 Service Strategy_ Goal scope processes and key concepts.mp4
125.46MB
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05 Life-Cycle Phases/002 Service Strategy_ Value creation-en.srt
10.14KB
05 Life-Cycle Phases/002 Service Strategy_ Value creation.mp4
93.23MB
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05 Life-Cycle Phases/003 Value to the business of Service Strategy-en.srt
5.55KB
05 Life-Cycle Phases/003 Value to the business of Service Strategy.mp4
54.77MB
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05 Life-Cycle Phases/004 Service Design_ Goal scope processes and key concepts-en.srt
10.69KB
05 Life-Cycle Phases/004 Service Design_ Goal scope processes and key concepts.mp4
108.5MB
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05 Life-Cycle Phases/005 Five aspects of Service Design-en.srt
7.28KB
05 Life-Cycle Phases/005 Five aspects of Service Design.mp4
68.16MB
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05 Life-Cycle Phases/006 Service Design package-en.srt
4.2KB
05 Life-Cycle Phases/006 Service Design package.mp4
45.84MB
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05 Life-Cycle Phases/007 Value to the business of Service Design-en.srt
5.33KB
05 Life-Cycle Phases/007 Value to the business of Service Design.mp4
48.28MB
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05 Life-Cycle Phases/008 Service Transition_ Goal scope processes and key concepts-en.srt
12.64KB
05 Life-Cycle Phases/008 Service Transition_ Goal scope processes and key concepts.mp4
125.89MB
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05 Life-Cycle Phases/009 Service Knowledge Management System-en.srt
9.12KB
05 Life-Cycle Phases/009 Service Knowledge Management System.mp4
96.74MB
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06 Life-Cycle Processes_ Part One/006 Service Design coordination.mp4
100.14MB
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06 Life-Cycle Processes_ Part One/007 Service Catalog key concepts-en.srt
8.78KB
06 Life-Cycle Processes_ Part One/007 Service Catalog key concepts.mp4
85.91MB
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06 Life-Cycle Processes_ Part One/008 More Service Catalog key concepts-en.srt
8.75KB
06 Life-Cycle Processes_ Part One/008 More Service Catalog key concepts.mp4
81.59MB
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06 Life-Cycle Processes_ Part One/009 Service Level Management_ Overview and key concepts-en.srt
19.31KB
06 Life-Cycle Processes_ Part One/009 Service Level Management_ Overview and key concepts.mp4
191.3MB
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06 Life-Cycle Processes_ Part One/010 Key activities of Service Level Management-en.srt
7.51KB
06 Life-Cycle Processes_ Part One/010 Key activities of Service Level Management.mp4
76.15MB
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06 Life-Cycle Processes_ Part One/011 Interfaces with Service Level Management-en.srt
6.17KB
06 Life-Cycle Processes_ Part One/011 Interfaces with Service Level Management.mp4
63.26MB
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06 Life-Cycle Processes_ Part One/012 Availability management-en.srt
17.78KB
06 Life-Cycle Processes_ Part One/012 Availability management.mp4
170.58MB
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06 Life-Cycle Processes_ Part One/013 Capacity management-en.srt
16.13KB
06 Life-Cycle Processes_ Part One/013 Capacity management.mp4
167.04MB
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06 Life-Cycle Processes_ Part One/014 IT Service Continuity Management-en.srt
22.59KB
06 Life-Cycle Processes_ Part One/014 IT Service Continuity Management.mp4
215.65MB
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06 Life-Cycle Processes_ Part One/015 Security management-en.srt
12.65KB
06 Life-Cycle Processes_ Part One/015 Security management.mp4
137.32MB
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06 Life-Cycle Processes_ Part One/016 Supplier management-en.srt
9.78KB
06 Life-Cycle Processes_ Part One/016 Supplier management.mp4
97.2MB
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07 Life-Cycle Processes_ Part Two/001 Service Transition_ Phase and process overview-en.srt
4.06KB
07 Life-Cycle Processes_ Part Two/001 Service Transition_ Phase and process overview.mp4
42.18MB
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07 Life-Cycle Processes_ Part Two/002 Transition Planning and Support-en.srt
8.02KB
07 Life-Cycle Processes_ Part Two/002 Transition Planning and Support.mp4
69.52MB
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07 Life-Cycle Processes_ Part Two/003 Service Asset and Configuration Management-en.srt
13.77KB
07 Life-Cycle Processes_ Part Two/003 Service Asset and Configuration Management.mp4
125.21MB
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07 Life-Cycle Processes_ Part Two/004 Configuration Management System-en.srt
12.48KB
07 Life-Cycle Processes_ Part Two/004 Configuration Management System.mp4
121.05MB
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07 Life-Cycle Processes_ Part Two/005 Definitive Media Library-en.srt
5.59KB
07 Life-Cycle Processes_ Part Two/005 Definitive Media Library.mp4
59.11MB
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07 Life-Cycle Processes_ Part Two/006 Change management-en.srt
24.91KB
07 Life-Cycle Processes_ Part Two/006 Change management.mp4
245.22MB
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07 Life-Cycle Processes_ Part Two/007 Change models-en.srt
6.37KB
07 Life-Cycle Processes_ Part Two/007 Change models.mp4
64.02MB
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07 Life-Cycle Processes_ Part Two/008 Change Advisory Board and Emergency Change Advisory Board-en.srt
8.7KB
07 Life-Cycle Processes_ Part Two/008 Change Advisory Board and Emergency Change Advisory Board.mp4
87.23MB
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07 Life-Cycle Processes_ Part Two/009 Activities of change management-en.srt
9.54KB
07 Life-Cycle Processes_ Part Two/009 Activities of change management.mp4
92.97MB
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07 Life-Cycle Processes_ Part Two/010 The seven Rs of change management-en.srt
5.13KB
07 Life-Cycle Processes_ Part Two/010 The seven Rs of change management.mp4
48.03MB
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07 Life-Cycle Processes_ Part Two/011 Change management interfaces-en.srt
11.79KB
07 Life-Cycle Processes_ Part Two/011 Change management interfaces.mp4
121.91MB
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07 Life-Cycle Processes_ Part Two/012 Release and Deployment Management-en.srt
17.94KB
07 Life-Cycle Processes_ Part Two/012 Release and Deployment Management.mp4
166.9MB
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07 Life-Cycle Processes_ Part Two/013 The four phases of Release and Deployment Management-en.srt
8.42KB
07 Life-Cycle Processes_ Part Two/013 The four phases of Release and Deployment Management.mp4
80.02MB
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07 Life-Cycle Processes_ Part Two/014 Knowledge management-en.srt
4.13KB
07 Life-Cycle Processes_ Part Two/014 Knowledge management.mp4
42.07MB
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07 Life-Cycle Processes_ Part Two/015 Data Information Knowledge Wisdom structure-en.srt
2.51KB
07 Life-Cycle Processes_ Part Two/015 Data Information Knowledge Wisdom structure.mp4
21.66MB
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07 Life-Cycle Processes_ Part Two/016 Service Knowledge Management System-en.srt
5.88KB
07 Life-Cycle Processes_ Part Two/016 Service Knowledge Management System.mp4
65.79MB
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07 Life-Cycle Processes_ Part Two/017 Service Operation_ Phase and process overview-en.srt
3.01KB
07 Life-Cycle Processes_ Part Two/017 Service Operation_ Phase and process overview.mp4
33.61MB
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07 Life-Cycle Processes_ Part Two/018 Event management-en.srt
16.94KB
07 Life-Cycle Processes_ Part Two/018 Event management.mp4
153.3MB
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07 Life-Cycle Processes_ Part Two/019 Incident management-en.srt
12.87KB
07 Life-Cycle Processes_ Part Two/019 Incident management.mp4
124.4MB
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07 Life-Cycle Processes_ Part Two/020 Key concepts of incident management-en.srt
6.02KB
07 Life-Cycle Processes_ Part Two/020 Key concepts of incident management.mp4
65.25MB
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07 Life-Cycle Processes_ Part Two/021 Incident models-en.srt
3.89KB
07 Life-Cycle Processes_ Part Two/021 Incident models.mp4
35.95MB
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07 Life-Cycle Processes_ Part Two/022 Activities of incident management-en.srt
13.02KB
07 Life-Cycle Processes_ Part Two/022 Activities of incident management.mp4
119.38MB
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07 Life-Cycle Processes_ Part Two/023 Incident-management interfaces-en.srt
8.08KB
07 Life-Cycle Processes_ Part Two/023 Incident-management interfaces.mp4
78.67MB
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07 Life-Cycle Processes_ Part Two/024 Problem management-en.srt
9.14KB
07 Life-Cycle Processes_ Part Two/024 Problem management.mp4
93.66MB
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07 Life-Cycle Processes_ Part Two/025 Key concepts of problem management-en.srt
7.24KB
07 Life-Cycle Processes_ Part Two/025 Key concepts of problem management.mp4
66.01MB
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07 Life-Cycle Processes_ Part Two/026 Problem-management activities-en.srt
13.65KB
07 Life-Cycle Processes_ Part Two/026 Problem-management activities.mp4
135.42MB
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07 Life-Cycle Processes_ Part Two/027 Problem-management interfaces-en.srt
5.96KB
07 Life-Cycle Processes_ Part Two/027 Problem-management interfaces.mp4
65.87MB
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07 Life-Cycle Processes_ Part Two/028 Request fulfillment-en.srt
9.19KB
07 Life-Cycle Processes_ Part Two/028 Request fulfillment.mp4
92.63MB
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07 Life-Cycle Processes_ Part Two/029 Access management-en.srt
6.29KB
07 Life-Cycle Processes_ Part Two/029 Access management.mp4
64.79MB
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07 Life-Cycle Processes_ Part Two/030 Continual Service Improvement_ Phase and process overview-en.srt
1.84KB
07 Life-Cycle Processes_ Part Two/030 Continual Service Improvement_ Phase and process overview.mp4
18.71MB
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07 Life-Cycle Processes_ Part Two/031 Seven-step improvement process-en.srt
5.79KB
07 Life-Cycle Processes_ Part Two/031 Seven-step improvement process.mp4
58.21MB
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07 Life-Cycle Processes_ Part Two/032 Summary_ Life-cycle processes-en.srt
3.06KB
07 Life-Cycle Processes_ Part Two/032 Summary_ Life-cycle processes.mp4
31.29MB
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08 Service-Management Functions/001 Functions overview-en.srt
4.75KB
08 Service-Management Functions/001 Functions overview.mp4
51.96MB
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08 Service-Management Functions/002 Service Desk organizational structure-en.srt
8.55KB
08 Service-Management Functions/002 Service Desk organizational structure.mp4
90.09MB
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08 Service-Management Functions/003 Service Desk and objectives-en.srt
12.6KB
08 Service-Management Functions/003 Service Desk and objectives.mp4
121.22MB
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08 Service-Management Functions/004 Technical management-en.srt
5.56KB
08 Service-Management Functions/004 Technical management.mp4
54.16MB
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08 Service-Management Functions/005 IT operations management-en.srt
6.66KB
08 Service-Management Functions/005 IT operations management.mp4
64.36MB
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08 Service-Management Functions/006 Application management-en.srt
7.52KB
08 Service-Management Functions/006 Application management.mp4
73.72MB
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08 Service-Management Functions/007 Summary_ Functions-en.srt
3.6KB
08 Service-Management Functions/007 Summary_ Functions.mp4
34.06MB
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