ITIL Service Lifecycle: Service Design

Part 1: Introduction to Service Design

1. Key Service Management Concepts
2. Purpose, Goals, and Objectives of Service Design
3. Scope of Service Design
4. Service Design Processes Supporting the Service Lifecycle
5. Value of Service Design
6. Service Design Fundamentals
7. Processes within Service Design
8. Service Design Inputs and Outputs

Part 2: Service Design Principles

1. Holistic Design, Service Composition, and the Four Ps of Service Design
2. Five Major Aspects of Service Design
3. Importance of Taking a Balanced Approach to Service Design
4. Service Requirements, Business Requirements, and Drivers
5. Design Activities and their Constraints
6. Service-Oriented Architecture Principles
7. Service Design Models

Part 3:  Design Coordination Process

1. Purpose, Objectives, and Scope
2. Value to the Business
3. Policies, Principles, and Basic Concepts
4. Process Triggers, Inputs, Activities, Methods, and Outputs
5. Process Interfaces
6. CSFs and KPIs
7. Challenges and Risks
8. Roles and Responsibilities

Part 4:  Service Catalogue Management Process

1. Purpose, Objectives, and Scope
2. Value to the Business
3. Policies, Principles, and Basic Concepts
4. Process Triggers, Inputs, Activities, Methods, and Outputs
5. Process Interfaces
6. CSFs and KPIs
7. Challenges and Risks
8. Key Service Catalogue Management Roles
9. 5. Service Level Management Process
10. Purpose, Objectives, and Scope
11. Value to the Business
12. Policies, Principles, and Basic Concepts
13. Process Triggers, Inputs, Activities, Methods, and Outputs
14. Process Interfaces
15. CSFs and KPIs
16. Challenges and Risks
17. Key Service Level Management Roles

Part 5:  Supplier Management Process

1. Purpose, Objectives, and Scope
2. Value to the Business
3. Policies, Principles, and Basic Concepts
4. Process Triggers, Inputs, Activities, Methods, and Outputs
5. Process Interfaces
6. CSFs and KPIs
7. Challenges and Risks
8. Key Supplier Management Roles

Part 6:  Availability Management Process

1. Purpose, Objectives, and Scope
2. Value to the Business
3. Policies, Principles, and Basic Concepts
4. Process Triggers, Inputs, Activities, Methods, and Outputs
5. Process Interfaces
6. CSFs and KPIs
7. Challenges and Risks
8. Key Availability Management Roles

Part 7: Capacity Management Process

1. Purpose, Objectives, and Scope
2. Value to the Business
3. Policies, Principles, and Basic Concepts
4. Process Triggers, Inputs, Activities, Methods, and Outputs
5. Process Interfaces
6. CSFs and KPIs
7. Challenges and Risks
8. Key Capacity Management Roles

Part 8: IT Service Continuity Management Process

1. Purpose, Objectives, and Scope
2. Value to the Business
3. Policies, Principles, and Basic Concepts
4. Process Triggers, Inputs, Activities, Methods, and Outputs
5. Process Interfaces
6. CSFs and KPIs
7. Challenges and Risks
8. Key IT Service Continuity Management Roles

Part 9:  Information Security Management Process

1. Purpose, Objectives, and Scope
2. Value to the Business
3. Policies, Principles, and Basic Concepts
4. Process Triggers, Inputs, Activities. Methods, and Outputs
5. Process Interfaces
6. CSFs and KPIs
7. Challenges and Risks
8. Key Information Security Management Roles

Part 10: Organizing for Service Design

1. Functional Role Analysis
2. Using the RACI Matrix in Process Design
3. Functions within Service Design
4. Business Impact Analysis

Part 11: Technology and Implementation Consideration

1. Good Practices for Process Implementation
2. Generic Requirements for Technology to Assist Service Design
3. Applying Evaluation Criteria for Technology and Processes
4. Planning and Implementing Service Management Technologies

Part 12: Challenges, Risks, and CSFs of Service Design

Part 13:  Exam Preparation/Mock Exam

Part 14: Exam
 

• IT operations, technical, or IT management personnel requiring more information about ITIL best practices
• Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

• Understand service management as a practice and service design principles, purpose, and objective
• Identify how all service design processes interact with other service lifecycle processes
• Understand the sub-processes, activities, methods, and functions used in each of the service design processes
• Identify the roles and responsibilities within service design and the activities and functions to achieve operation excellence
• Measure service design performance
• Identify the technology and implementation requirements in support of service design
• Understand the challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with service design

In order to receive a refund for prepayment, you must cancel or reschedule your registration 16 or more calendar days before the start date of your scheduled class. Failure to provide the required notification will result in full charge of the course. If a student does not attend a scheduled course without the required prior notification, the funds will be forfeited and rescheduling will not be allowed. Within the required notification period, only student substitutions will be permitted.
Rescheduling is permitted at any time with 16 or more calendar days' notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.