ITIL® Service Design

ITIL® Service Design

ITIL® INTERMEDIATE (LIFECYCLE MODULE) – SERVICE DESIGN

Service Design (SD) is a free-standing qualification, but is also part of the ITIL® Intermediate Service Lifecycle stream, and one of the courses that leads to the ITIL® Expert in IT Service Management Certificate.

The ITIL® Certificate in Service Design is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

LEARNING OBJECTIVES & CONTENT

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

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

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

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

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

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

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

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

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

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

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

ORGANIZING FOR SERVICE DESIGN

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

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
  • Challenges, Risks, and CSFs of Service Design

PREREQUISITE

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management.


AUDIENCE

Individuals who require a deep understanding of ITIL® Certificate in Service Strategy Operational staff involved in Process covered in SS, Technical Management, IT Operations Management and Application Management.


DURATION

  • 3 Days

EXAM PATTERN

  • 90 Minutes computer Based Exam with Eight (8) multiple choice, scenario-based, gradient scored questions.
  • Passing Score: 70% (28/40)

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