Course Details
In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service design phase of the service lifecycle. You will cover management and control of the activities and techniques within the service design stage, not the detail of each of the supporting processes. Through lecture, exercises, and scenario-based questions, you will learn the core disciplines of the ITIL best practices.
This course positions you to successfully complete the associated exam, which is offered on the last day of the course at 3:30 pm.
Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.
Certification:
- ITIL Expert Qualification
- Service Design Qualification
Course Prerequisites
- ITIL Foundation Certification (v3 or newer) required
- Two years of relevant work experience
- To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Service Design and complete at least 21 hours of personal study
Course Agenda
1. Introduction to Service Design
- Key Service Management Concepts
- Purpose, Goals, and Objectives of Service Design
- Scope of Service Design
- Service Design Processes Supporting the Service Lifecycle
- Value of Service Design
- Service Design Fundamentals
- Processes within Service Design
- Service Design Inputs and Outputs
2. Service Design Principles
- Holistic Design, Service Composition, and the Four Ps of Service Design
- Five Major Aspects of Service Design
- Importance of Taking a Balanced Approach to Service Design
- Service Requirements, Business Requirements, and Drivers
- Design Activities and their Constraints
- Service-Oriented Architecture Principles
- Service Design Models
3. Design Coordination Process
- Purpose, Objectives, and Scope
- Value to the Business
- Policies, Principles, and Basic Concepts
- Process Triggers, Inputs, Activities, Methods, and Outputs
- Process Interfaces
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
4. Service Catalogue Management Process
- Purpose, Objectives, and Scope
- Value to the Business
- Policies, Principles, and Basic Concepts
- Process Triggers, Inputs, Activities, Methods, and Outputs
- Process Interfaces
- CSFs and KPIs
- Challenges and Risks
- Key Service Catalogue Management Roles
5. Service Level Management Process
- Purpose, Objectives, and Scope
- Value to the Business
- Policies, Principles, and Basic Concepts
- Process Triggers, Inputs, Activities, Methods, and Outputs
- Process Interfaces
- CSFs and KPIs
- Challenges and Risks
- Key Service Level Management Roles
6. Supplier Management Process
- Purpose, Objectives, and Scope
- Value to the Business
- Policies, Principles, and Basic Concepts
- Process Triggers, Inputs, Activities, Methods, and Outputs
- Process Interfaces
- CSFs and KPIs
- Challenges and Risks
- Key Supplier Management Roles
7. Availability Management Process
- Purpose, Objectives, and Scope
- Value to the Business
- Policies, Principles, and Basic Concepts
- Process Triggers, Inputs, Activities, Methods, and Outputs
- Process Interfaces
- CSFs and KPIs
- Challenges and Risks
- Key Availability Management Roles
8. Capacity Management Process
- Purpose, Objectives, and Scope
- Value to the Business
- Policies, Principles, and Basic Concepts
- Process Triggers, Inputs, Activities, Methods, and Outputs
- Process Interfaces
- CSFs and KPIs
- Challenges and Risks
- Key Capacity Management Roles
9. IT Service Continuity Management Process
- Purpose, Objectives, and Scope
- Value to the Business
- Policies, Principles, and Basic Concepts
- Process Triggers, Inputs, Activities, Methods, and Outputs
- Process Interfaces
- CSFs and KPIs
- Challenges and Risks
- Key IT Service Continuity Management Roles
10. Information Security Management Process
- Purpose, Objectives, and Scope
- Value to the Business
- Policies, Principles, and Basic Concepts
- Process Triggers, Inputs, Activities. Methods, and Outputs
- Process Interfaces
- CSFs and KPIs
- Challenges and Risks
- Key Information Security Management Roles
11. Organizing for Service Design
- Functional Role Analysis
- Using the RACI Matrix in Process Design
- Functions within Service Design
- Business Impact Analysis
12. Technology and Implementation Consideration
- Good Practices for Process Implementation
- Generic Requirements for Technology to Assist Service Design
- Applying Evaluation Criteria for Technology and Processes
- Planning and Implementing Service Management Technologies
13. Challenges, Risks, and CSFs of Service Design
14. Exam Preparation/Mock Exam
15. Exam