Description

NOTE: This course is only available by customer request. If you are interested in taking this course, please call 651-905-3729 or submit a request for a date.

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service design stage of the service lifecycle. You will cover management and control of the activities and techniques within the service design stage, not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practices, and it positions you to successfully complete the associated exam.

What You'll Learn

Service management as a practice and service design principles, purpose, and objective
How all service design processes interact with other service lifecycle processes
The sub-processes, activities, methods, and functions used in each of the service design processes
Roles and responsibilities within service design and the activities and functions to achieve
operational excellence
How to measure service design performance
Technology and implementation requirements in support of service design
Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with service design

Who Needs to Attend

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

Course Overview

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

ITIL Service Lifecycle: Service Design Classroom Live Bloomington, MN July 16, 2019

Price: $2,495

Enroll today to reserve your spot!

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