[CBT Nuggets] ITIL® Intermediate Lifecycle: CSI [2015, ENG]

1. Introduction (10 min)
2. Terminology Review (14 min)
3. CSI - Purpose and Objectives (7 min)
4. CSI - Scope and Business Value (12 min)
5. The CSI Approach (9 min)
6. CSI Principles: Service Level Management and Ownership (11 min)
7. CSI Principles: Deming Cycle and Knowledge Management (11 min)
8. CSI Principles: Service Measurement and Baselines (9 min)
9. CSI Principles: ITSM Framework and IT Governance (10 min)
10. Seven Step Improvement Process - Purpose and Objectives (12 min)
11. The Seven-Step Improvement Process: Scope and Business Value (9 min)
12. The Seven-Step Improvement Process: Policies and Principles (8 min)
13. The Seven-Step Improvement Process: Basics (12 min)
14. The Seven-Step Improvement Process: Step 1 Identification (11 min)
15. The Seven-Step Improvement Process: Step 2 Define the Data (11 min)
16. The Seven-Step Improvement Process - Step 3 Gather the Data (17 min)
17. The Seven-Step Improvement Process: Step 4 - Process Data (11 min)
18. The Seven-Step Improvement Process: Step 5 Analyze Data (10 min)
19. The Seven-Step Improvement Process: Step 6 Present and Report (17 min)
20. The Seven-Step Improvement Process: Step 7 Implementation (14 min)
21. The Seven-Step Improvement Process: Triggers, Challenges, and CSFs (14 min)
22. CSI Methods and Techniques - Assessments (20 min)
23. CSI Methods and Techniques - Gap Analysis (7 min)
24. CSI Methods and Techniques - Benchmarking Introduction (11 min)
25. CSI Methods and Techniques - Benchmarking Continued (14 min)
26. CSI Methods and Techniques - Service Measurement (15 min)
27. CSI Methods and Techniques - Metrics and KPIs (19 min)
28. CSI Methods and Techniques - Balanced Scorecard (12 min)
29. CSI Methods and Techniques - SWOT Analysis (8 min)
30. CSI - Methods and Techniques - ROI and Business Cases (13 min)
31. CSI Methods and Techniques - Service Reporting (13 min)
32. CSI Methods and Techniques - Availability Management (8 min)
33. CSI Methods and Techniques - Capacity Management, BCM and ITSCM (10 min)
34. CSI Methods and Techniques - Problem, Knowledge, and Risk Management (15 min)
35. Organizing for CSI - Primary Roles (14 min)
36. Organizing for CSI - Support Roles in the Seven-Step Improvement Process (11 min)
37. Technology Considerations - ITSM Suites, Incident, Problem, Change, and Release/Deployment Management ... (14 min)
38. Technology Considerations - Event, Automated Incident/Problem Resolution, and Business Intelligence Tools (13 min)
39. Implementing CSI - Getting started (12 min)
40. ITSM Governance (9 min)
41. CSI and Organizational Change - Overview (10 min)
42. Kotter's 8 Steps - Step 1 and 2 - Urgency and Guiding Coalition (8 min)
43. Kotter's 8 Steps - Step 3 and 4 - Create a vision and Communicate a vision (10 min)
44. Kotter's 8 Steps - Step 5 and 6 - Empower your people and Gain Quick Wins (6 min)
45. Kotter's 8 Steps - Step 7 and 8 - Consolidate improvements and Institutionalize the change (9 min)
46. CSI, Culture and Communication (14 min)
47. Implementation Challenges, CSFs, and Risks (11 min)
48. ITIL - CSI Exam Cram #1 (13 min)
49. ITIL - CSI Exam Cram #2 (14 min)