Section 1 : Introduction
Lecture 1 INTRODUCTION TO BRAINMEASURES PROCTOR SYSTEM
Lecture 2 Introduction to IT Service Management 00:02:53 Duration
Lecture 3 About ITIL 00:03:49 Duration
Lecture 4 The structure and benefits of the ITIL 4 Framework 00:02:03 Duration

Section 2 : Concepts of Service Management
Lecture 1 Concepts of Service Management Introduction 00:01:34 Duration
Lecture 2 Value and Value Co-Creation 00:02:16 Duration
Lecture 3 Organizations, Service providers, Service consumers, and other stakeholders 00:04:56 Duration
Lecture 4 Products and Services 00:02:53 Duration
Lecture 5 Service Relationships 00:02:31 Duration
Lecture 6 Outcomes, Costs, Risks, and Utility & Warranty 00:05:29 Duration

Section 3 : The Four Dimensions of Service Management
Lecture 1 The Four Dimensions of Service Management Introduction 00:01:38 Duration
Lecture 2 Organizations and People 00:02:31 Duration
Lecture 3 Information and Technology 00:04:30 Duration
Lecture 4 Partners and Suppliers 00:03:02 Duration
Lecture 5 Value Streams and Processes 00:04:49 Duration

Section 4 : The ITIL Service Value System
Lecture 1 The Service Value System Overview 00:03:38 Duration
Lecture 2 Opportunity, Demand and Value 00:02:17 Duration
Lecture 3 The Guiding Principles Overview 00:01:44 Duration
Lecture 4 Guiding Principle #1 Focus on Value 00:04:22 Duration
Lecture 5 Guiding Principle #2 Start Where You Are 00:01:53 Duration
Lecture 6 Guiding Principle #3 Progress Iteratively With Feedback 00:02:54 Duration
Lecture 7 Guiding Principle #4 Collaborate and Promote Visibility
Lecture 8 Guiding Principle #5 Think and Work Holistically
Lecture 9 Guiding Principle #6 Keep it Simple and Practical 00:02:17 Duration
Lecture 10 Guiding Principle #7 Optimize and Automate 00:03:06 Duration
Lecture 11 Governance 00:02:38 Duration
Lecture 12 Service Value Chain Overview 00:01:12 Duration
Lecture 13 Service Value Chain The 6 Activities 00:10:32 Duration
Lecture 14 Continual Improvement Overview 00:01:15 Duration
Lecture 15 The Continual Improvement Model 00:08:00 Duration
Lecture 16 Continual Improvement and The Guiding Principles 00:00:47 Duration

Section 5 : ITIL Management Practices
Lecture 1 ITIL Management Practices Overview 00:00:59 Duration
Lecture 2 General Management Practices Architecture Management 00:02:45 Duration
Lecture 3 General Management Practices Continual improvement 00:02:19 Duration
Lecture 4 General Management Practices InfoSec Management 00:02:21 Duration
Lecture 5 General Management Practices Knowledge Management 00:01:20 Duration
Lecture 6 General Management Practices Measurement and Reporting 00:01:40 Duration
Lecture 7 General Management Practices Organizational Change Management 00:02:12 Duration
Lecture 8 General Management Practices Portfolio Management 00:03:11 Duration
Lecture 9 General Management Practices Project Management 00:01:55 Duration
Lecture 10 General Management Practices Relationship Management 00:02:10 Duration
Lecture 11 General Management Practices Risk Management 00:03:04 Duration
Lecture 12 General Management Practices Service Financial Management 00:02:07 Duration
Lecture 13 General Management Practices Strategy Management 00:02:34 Duration
Lecture 14 General Management Practices Supplier Management 00:03:28 Duration
Lecture 15 General Management Practices Workforce and Talent Management 00:02:23 Duration
Lecture 16 Service Management Practices Availability Management 00:04:03 Duration
Lecture 17 Service Management Practices Business Analysis 00:02:00 Duration
Lecture 18 Service Management Practices Capacity and Performance Management 00:01:40 Duration
Lecture 19 Service Management Practices Change Control 00:02:03 Duration
Lecture 20 Service Management Practices Incident Management 00:02:12 Duration
Lecture 21 Service Management Practices IT Asset Management 00:01:56 Duration
Lecture 22 Service Management Practices Monitoring and Event Management 00:03:08 Duration
Lecture 23 Service Management Practices Problem Management 00:01:59 Duration
Lecture 24 Service Management Practices Release Management
Lecture 25 Service Management Practices Service Catalogue Management 00:02:01 Duration
Lecture 26 Service Management Practices Service Configuration Management
Lecture 27 Service Management Practices Service Continuity Management 00:03:07 Duration
Lecture 28 Service Management Practices Service Design 00:01:52 Duration
Lecture 29 Service Management Practices Service Desk 00:02:54 Duration
Lecture 30 Service Management Practices Service Level Management
Lecture 31 Service Management Practices Service Request Management 00:02:21 Duration
Lecture 32 Service Management Practices Service Validation and Testing 00:01:57 Duration
Lecture 33 Technical Management Practices Deployment Management 00:02:15 Duration
Lecture 34 Technical Management Practices Infrastructure and Platform Management 00:01:52 Duration
Lecture 35 Technical Management Practices Software Development and Management 00:01:12 Duration