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ITIL 2011 Service Lifecycle - Service Design


[ Course No. ITIL11-SD - 4 Days]

  • Course Overview

Participants will learn the principles and core elements along with the activities and technology & implementation considerations within the Service Design stage of the Service Lifecycle. This lifecycle stage focuses on enabling Service Delivery by designing services in-line with the Service Strategy. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL Intermediate Service Design certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. Quint Wellington Redwood's integrated case study deepens the participant's appreciation of how ITIL best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.

  • Audience Profile

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL Service Design phase of the Lifecycle and the affected processes, functions and activities and their application.

  • At Course Completion

Upon successful completion of this course, students will be able to:

  • Service Design principles and service composition
  • Activities and techniques within Requirements Engineering
  • Functional roles analysis and use of the RACI matrix
  • The types of tools that would benefit Service Design
  • Activities and techniques associated with Application Management
  • Designing supporting systems, especially the Service Portfolio
  • Business Service Management (BSM) and Service Oriented Architecture (SOA) principles
  • Prerequisites

An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment.

  • Applicable Exams

ITIL® Service Design

  • Course Outline

Module 1: Course Introduction

Lessons

  • The concept of Service Management as a practice
  • The concept of Service, its value proposition and composition
  • The concepts of Function, Processand Role The purpose,goals and objectives of Service Design
  • The scope of Service Design
  • Business value
  • The contentsand use of the ServiceDesign Package
  • The contentsand use of Service Acceptance Criteria

Module 2: Principles

Lessons

  • Service Design principles and service composition
  • The importance and approach to balanced design
  • Service requirements, business requirements and drivers
  • Design activities and constraints
  • The principles and the five aspects of Service Design:
  • Design aspects
  • Designing service solutions
  • Designing supporting systems, especially the Service Portfolio
  • Designing technology architectures
  • Designing processes
  • Designing measurement systems and metrics
  • Business Service Management (BSM) and Service Oriented Architecture (SOA) principles
  • Service Design models

Module 3: Processes

Lessons

  • The activities and techniques, but not the detailed process steps, for the following processes:
  • Service Catalog Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management
  • Design Coordination
  • The five aspects of Service Design as they relate to the management of Service Design processes

Module 4: Technology Related Activities

Lessons

  • Activities and techniques within Requirements Engineering
  • Activities and techniques within Data and Information Management
  • Activities and techniques associated with Application Management

Module 5: Organizing For Service Design

Lessons

  • Functional roles analysis and use of the RACI matrix
  • The roles and responsibilities within Service Design

Module 6: Technology Considerations

Lessons

  • The types of tools that would benefit Service Design
  • Requirements for Service Management tools

Module 7: Implementation and Improvement

Lessons

  • The Service Design issues relating to:
  • Business Impact Analysis
  • Service Level Requirements Risks
  • The six-stage implementation approach
  • Measurements through Critical Success Factors and Key Performance Indicators
  • Prerequisites for success and risks affecting Service Design activities and processes

EXAM PREPERATION

  • Sample Exams
  • Feedback
  • Recap


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