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ITIL Training

Service Design Course

from 2,250.00

ITIL® is a registered trade mark of AXELOS Limited, reproduced under licence from AXELOS Limited.  All rights reserved

COURSE DURATION

·      3 Days in class or E-learning

COURSE DESCRIPTION

This course provides and overview of the service design stage in the service lifecycle and all of its related activities. This course helps to impart, test, and validate the knowledge on industry best practices in service management as documented in the ITIL Service Design publication.

This course will help attendees gain competency and skills in the following areas:

·      Intro to service design

·      Service design principles

·      Service design processes

·      Service design technology-related activities

·      Organizing for service design

·      Technology considerations

·      Implementation and improvement of service design

·      Challenges, critical success factors and risks


WHAT YOU GET

           Expert Instructor lead training

           iPad Air

           Electronic copy of the course material 

           Study guide to assist with exam preparation

           2 official sample exams to prepare for the test

           Pass or its on us commitment

COURSE OUTLINE

1.     Introduction to service design

1.1.  Purpose, goals, and objectives of service design

1.2.  Scope of service design

1.3.  Value to the business

1.4.  Context of service design in the service lifecycle

1.5.  Service design inputs and outputs as well as the contents and use of the service design package and service acceptance criteria

2.     Service design principles

2.1.  Design service solutions related to a customer’s need

2.2.  Design and utilize the service portfolio to enhance business value

2.3.  The measurement systems and metrics

2.4.  Service design models to accommodate different solutions

3.     Service design processes

3.1.  Design coordination

3.1.1.     Purpose, goals, and objectives

3.1.2.     Scope

3.1.3.     Value to the business

3.1.4.     Policies and principles

3.1.5.     Challenges and Risk

3.1.6.     Roles and responsibilities

3.2.  Service level management

3.2.1.     Purpose, goals, and objectives

3.2.2.     Scope

3.2.3.     Value to the business

3.2.4.     Policies and principles

3.2.5.     Challenges and Risk

3.2.6.     Roles and responsibilities

3.3.  Service catalog management

3.3.1.     Purpose, goals, and objectives

3.3.2.     Scope

3.3.3.     Value to the business

3.3.4.     Policies and principles

3.3.5.     Challenges and Risk

3.3.6.     Roles and responsibilities

3.4.  Supplier management

3.4.1.     Purpose, goals, and objectives

3.4.2.     Scope

3.4.3.     Value to the business

3.4.4.     Policies and principles

3.4.5.     Challenges and Risk

3.4.6.     Roles and responsibilities

3.5.  Availability management

3.5.1.     Purpose, goals, and objectives

3.5.2.     Scope

3.5.3.     Value to the business

3.5.4.     Policies and principles

3.5.5.     Challenges and Risk

3.5.6.     Roles and responsibilities

3.6.  Capacity management

3.6.1.     Purpose, goals, and objectives

3.6.2.     Scope

3.6.3.     Value to the business

3.6.4.     Policies and principles

3.6.5.     Challenges and Risk

3.6.6.     Roles and responsibilities

3.7.  IT service continuity management

3.7.1.     Purpose, goals, and objectives

3.7.2.     Scope

3.7.3.     Value to the business

3.7.4.     Policies and principles

3.7.5.     Challenges and Risk

3.7.6.     Roles and responsibilities

3.8.  Security management

3.8.1.     Purpose, goals, and objectives

3.8.2.     Scope

3.8.3.     Value to the business

3.8.4.     Policies and principles

3.8.5.     Challenges and Risk

3.8.6.     Roles and responsibilities

3.9.  Interaction of service design processes

3.10.               The follow of service design as it relates to the business and customer

3.11.               The five design aspects

4.     Service design technology related activities

4.1.  Requirements engineering in the design process and utilizing the three types of requirements as identified for any system

4.2.  The design of technical architectures for data and information management as well as application management

5.     Organizing for service design

5.1.  How to design, implement, and populate a RACI diagram for any process that is within the scope of IT service management

5.2.  Service design roles and responsibilities, where and how they are used and how a service design organization would be structures to use these roles

6.     Technology Considerations

6.1.  Service design related service management tools

6.2.  The benefits and types of tools that support service design

7.     Implementation and improvement of service design

7.1.  The six stage implementation/ improvement cycle and how the activities in each stage of the cycle are applied

7.2.  How business impact analysis, service level requirements and risk management can affect service design solutions

8.     Challenges, critical success factors, and risks

8.1.  Insight and guidance for design, risks, and critical success factors associated with the strategy stage

WHO SHOULD ATTEND?

·      Chief Information Officers (CIOs)

·      Chief Technology Officers (CTOs)

·      Managers within IT

·      Supervisory staff

·      Team leaders

·      Service design engineers

·      IT architects

·      IT planners

·      IT audit managers

·      Auditors

·      Project managers

·      Project team members

·      IT security managers

·      ITSM trainers involved with the ongoing management, co-ordination and integration of strategic activities

·      Individuals who require a deeper understanding of the strategy stage of the service lifecycle

·      Internal or external consultants

·      Individuals seeking to gain the ITIL Expert certification

PREREQUSITES

·      Hold the ITIL V3 or 2011 foundation certificate

·      A basic understand of IT and approximately 2 years of relevant IT experience

Recommended

·      At least 21 hours of personal study prior the start of the class

·      Review of the service design publication

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