Course Description
Summary
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.
Outline
Module 1: Introduction to Service DesignKey Service Management ConceptsPurpose, Goals, and Objectives of Service DesignScope of Service DesignService Design Processes Supporting the Service LifecycleValue of Service DesignService Design FundamentalsProcesses within Service DesignService Design Inputs and Outputs
Module 2: Service Design PrinciplesHolistic Design, Service Composition, and the Four Ps of Service DesignFive Major Aspects of Service DesignImportance of Taking a Balanced Approach to Service DesignService Requirements, Business Requirements, and DriversDesign Activities and their ConstraintsService-Oriented Architecture PrinciplesService Design Models
Module 3: Design Coordination ProcessPurpose, Objectives, and ScopeValue to the BusinessPolicies, Principles, and Basic ConceptsProcess Triggers, Inputs, Activities, Methods, and OutputsProcess InterfacesCSFs and KPIsChallenges and RisksRoles and Responsibilities
Module 4: Service Catalog Management ProcessPurpose, Objectives, and ScopeValue to the BusinessPolicies, Principles, and Basic ConceptsProcess Triggers, Inputs, Activities, Methods, and OutputsProcess InterfacesCSFs and KPIsChallenges and RisksKey Service Catalogue Management Roles
Module 5: Service Level Management ProcessPurpose, Objectives, and ScopeValue to the BusinessPolicies, Principles, and Basic ConceptsProcess Triggers, Inputs, Activities, Methods, and OutputsProcess InterfacesCSFs and KPIsChallenges and RisksKey Service Level Management Roles
Module 6: Supplier Management ProcessPurpose, Objectives, and ScopeValue to the BusinessPolicies, Principles, and Basic ConceptsProcess Triggers, Inputs, Activities, Methods, and OutputsProcess InterfacesCSFs and KPIsChallenges and RisksKey Supplier Management Roles
Module 7: Availability Management ProcessPurpose, Objectives, and ScopeValue to the BusinessPolicies, Principles, and Basic ConceptsProcess Triggers, Inputs, Activities, Methods, and OutputsProcess InterfacesCSFs and KPIsChallenges and RisksKey Availability Management Roles
Module 8: Capacity Management ProcessPurpose, Objectives, and ScopeValue to the BusinessPolicies, Principles, and Basic ConceptsProcess Triggers, Inputs, Activities, Methods, and OutputsProcess InterfacesCSFs and KPIsChallenges and RisksKey Capacity Management Roles
Module 9: IT Service Continuity Management ProcessPurpose, Objectives, and ScopeValue to the BusinessPolicies, Principles, and Basic ConceptsProcess Triggers, Inputs, Activities, Methods, and OutputsProcess InterfacesCSFs and KPIsChallenges and RisksKey IT Service Continuity Management Roles
Module 10: Information Security Management ProcessPurpose, Objectives, and ScopeValue to the BusinessPolicies, Principles, and Basic ConceptsProcess Triggers, Inputs, Activities. Methods, and OutputsProcess InterfacesCSFs and KPIsChallenges and RisksKey Information Security Management Roles
Module 11: Organizing for Service DesignFunctional Role AnalysisUsing the RACI Matrix in Process DesignFunctions within Service DesignBusiness Impact Analysis
Module 12: Technology and Implementation ConsiderationGood Practices for Process ImplementationGeneric Requirements for Technology to Assist Service DesignApplying Evaluation Criteria for Technology and ProcessesPlanning and Implementing Service Management Technologies
Module 13: Challenges, Risks, and CSFs of Service Design
Module 14: Exam Preparation/Mock Exam
Module 15: Exam