ITIL® Service Lifecycle: Service Design

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 class at 3:00 pm for classroom students. Virtual students will receive a voucher for a webcam proctored exam which they can schedule at their convenience. Students can download their course materials and view them on a tablet/iPad or a PC/Mac.

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

No classes are currenty scheduled for this course.

Call (919) 283-1653 to get a class scheduled online or in your area!

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

*Please Note: Course Outline is subject to change without notice. Exact course outline will be provided at time of registration.

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

ITIL® Service Lifecycle: Service Design

ITIL® Service Lifecycle: Service Design

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