Chapter 1: Introduction to Service Design
Purpose, goals and objectives of service design
Scope of service design
Business value
The context of service design in the ITIL service lifecycle
Service design inputs and outputs and the contents of the service design package
The contents and use of service acceptance criteria
Chapter 2: 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
Chapter 3: Service Design Processes
Design Coordination
Service Catalog Management
Service Level Management
Supplier Management
Availability Management
Capacity Management
IT service Continuity Management (ITSCM)
Information Security Management (ISM)
Chapter 4: Service Transition
The service design activities and techniques within requirements engineering
The service design activities and techniques within data and information management
The service design activities and techniques associated with application management
Chapter 5: Optimizing for Service Design
Functional roles analysis
How to design, implement and populate a RACI diagram
The functions within service design
The service design roles and responsibilities, and the use of them
Chapter 6: Technology Considerations
The types of tools that support service design
Service design related service management tools
Requirements for service management tools
Where and how they would be used
The benefits of using these tools
Chapter 7: Implementation & Improvement of Service Design
The service design issues relating to business impact analysis, service level requirements and risks
The six-stage implementation approach
Measurements of service design, a prerequisite for success
Chapter 8: Challenges, Critical Success Factors & Risks
Challenges facing by service design
Risks facing by service design
How critical success factors and key performance indicators contribute to service design
The ITIL Intermediate Qualification: Service Design Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. It focuses on the design of IT services and covers the architectures, processes, policies and documentation that will enable you to design services that meet the needs of the organization or program.
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