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ITIL Service Design Lifecycle

Overview

ITIL 2011 edition is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.

The Service Lifecycle stream focuses on ITIL practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the use of process and practice elements used within it.
 The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum but the primary focus is the on the process activities, execution and use throughout the Service Lifecycle.

The ITIL SD (Service Design) course is part of the ITIL Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL Service Design Intermediate exam as well as proving valuable knowledge that can be implemented in the workplace.
 
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
An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment.
At the end of this course, you will learn:
  • 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

1. Introduction to Service Design

  • Key Service Management Concepts
  • Purpose, Goals, and Objectives of Service Design
  • Scope of Service Design
  • Service Design Processes Supporting the Service Lifecycle
  • Value of Service Design
  • Service Design Fundamentals
  • Processes within Service Design
  • Service Design Inputs and Outputs

2. Service Design Principles

  • Holistic Design, Service Composition, and the Four Ps of Service Design
  • Five Major Aspects of Service Design
  • Importance of Taking a Balanced Approach to Service Design
  • Service Requirements, Business Requirements, and Drivers
  • Design Activities and their Constraints
  • Service-Oriented Architecture Principles
  • Service Design Models

3. Design Coordination Process

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

4. Service Catalogue Management Process

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Service Catalogue Management Roles

5. Service Level Management Process

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Service Level Management Roles

6. Supplier Management Process

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Supplier Management Roles

7. Availability Management Process

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Availability Management Roles

8. Capacity Management Process

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Capacity Management Roles

9. IT Service Continuity Management Process

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities, Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key IT Service Continuity Management Roles

10. Information Security Management Process

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Triggers, Inputs, Activities. Methods, and Outputs
  • Process Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Key Information Security Management Roles

11. Organizing for Service Design

  • Functional Role Analysis
  • Using the RACI Matrix in Process Design
  • Functions within Service Design
  • Business Impact Analysis

12. Technology and Implementation Consideration

  • Good Practices for Process Implementation
  • Generic Requirements for Technology to Assist Service Design
  • Applying Evaluation Criteria for Technology and Processes
  • Planning and Implementing Service Management Technologies

13. Challenges, Risks, and CSFs of Service Design

14. Exam Preparation/Mock Exam

15. Exam

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