Course Description
Dieser Intermediate Kurs vermittelt den Teilnehmern einen vertieften Einblick in die ITIL® Version 2011 Service Design Phase. Im Fokus stehen die Kenntnisse des Gesamtkonzepts, der Prozesse, Policies & Methoden im Zusammenhang mit der Design Phase.
COURSE OBJECTIVES:Dieses Training bereitet die Teilnehmer auf die anerkannte ITIL® Service Design Zertifizierung vor und ist Bestandteil der ITIL® Expert Zertifizierung.
Agenda
Introduction to service design
- The purpose, goals and objectives of service design
The scope of service design
The business value of service design activities
The context of service design in the ITIL service lifecycle
Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria
Service design principles
- Design service solutions related to a customer's needs
Design and utilize the service portfolio to enhance business value
The measurement systems and metrics
Service design models to accommodate different service solutions
Service design processes
- The interaction of service design processes
The flow of service design as it relates to the business and customer
The five design aspects and how they are incorporated into the service design process
Service design technology-related activities
- Requirements engineering in the design process and utilizing the three types of requirements as identified for any system; functional, management/operations and usability
The design of technical architectures for data and information management, and applicationmanagement
Organizing for service design
- How to design, implement and populate a RACI diagram for any process that is within the scope of IT service management
The service design roles and responsibilities, where and how they are used and how a service design organization would be structured to use these roles
Technology considerations
- Service design related service management tools, where and how they would be used
The benefits and types of tools that support service design
Implementation and improvement of service design
- The six-stage implementation/improvement cycle and how the activities in each stage of the cycle are applied
How business impact analysis, service level requirements and risk assessment can affect service design solutions
Challenges, critical success factors and risks
- Be able to provide insight and guidance for design challenges, risks and critical success factors
Audience
Dieser dreitägige Service Design Lifecycle Kurs richtet sich an Personen, die ein ITIL® Foundation Zertifikat Version 2011 oder 2007 besitzen und die sich zum ITIL® Experten oder ITIL® Master weiterbilden möchten. Die Teilnehmer vertiefen ihre Service Management Best Practice Ansätze und erlangen ein vertieftes Verständnis für Service Design.
Comments
Virtual ITIL® Lifecycle Stream - Service Design (2011 Edition) Online Live training option
Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.