Service Lifecycle: Service Design

Course Curriculum

•  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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• Organizing for Service Design

  • Functional Role Analysis
  • Using the RACI Matrix in Process Design
  • Functions within Service Design
  • Business Impact Analysis

• 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

• Challenges, Risks, and CSFs of Service Design

• Exam Preparation/Mock Exam

Prerequisite

In order to attend the workshop, you must have:

• ITIL® Foundation Certificate in IT Service Management or an earlier ITIL® (V2) Foundation plus Foundation Bridge

In order to appear for the examination participants must:

• Have completed an accredited 21-hour course from an ITIL® Accredited Training Organization (ATO).
• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications)
• Have basic IT literacy and around 2 years IT experience

Certification

In order to achieve ITIL® Intermediate Service Operation certification, candidates must appear for the exam and gain 70% pass mark.

The Exam:

• 90 minute ‘closed book’
• Eight multiple choice, scenario-based questions
• Pass mark is 70% (28/40)