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

• Service management as a practice and service design principles, purpose, and objective
• How all service design processes interact with other service lifecycle processes
• The sub-processes, activities, methods, and functions used in each of the service design processes
• Roles and responsibilities within service design and the activities and functions to achieve
• operational excellence
• How to measure service design performance
• Technology and implementation requirements in support of service design
• Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with service design

• 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 (2011 Edition, ISBN 9780113313051) and complete at least 21 hours of personal study

• IT operations, technical, or IT management personnel requiring more information about ITIL best practices
• Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT