ITIL Service Design

With more than 1,500,000 certified professionals worldwide, ITIL® (IT Infrastructure Library®) is the most widely established approach to IT Service Management. It provides a set of best practices for identifying, planning, delivering and supporting IT services to businesses and can be applied to nearly all organizations. ITIL is fully compatible with ISO/IEC 20000, the first international service management standard for organizational certification and compliance.

This intermediate level qualification offers students the management-level concepts and core information about the activities and techniques within service design.

Provides an essential level of knowledge in the following areas:

• Introduction to service design
• Service design principles
• Service design processes
• Service design technology-related activities
• Organizing for service design
• Technology considerations
• Implementation and improvement of service design
• Challenges, critical success factors, and risks

The job roles best suited to the material in this course are:

• Those seeking ITIL Foundation certification
• Everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner.
• All IT Professionals
• IT Project Managers
• IT Managers
• IT Architects and Consultants

To fully benefit from this course, you should have the following knowledge:

• Basic knowledge of IT terminology
• IT related work experience is recommended

Chapter 1: Introduction to Service Design

• Purpose, Goals, and Objectives of Service Design
• Scope of Service Design
• Business Value
• Context of Service Design in the ITIL Service Lifecycle
• Service Design Inputs and Outputs
• Content and Use of Service Design Package
• Content and Use of Service Acceptance Criteria

Chapter 2: Service Design Principles

• Service Design Basics
• Service Design Goals
• Balanced Design
• Service Requirements, Business Requirements, and Drivers
• Design activities and their constraints
• Design aspects
• Service-Oriented Architecture
• Service Design Models

Chapter 3: Service Design Processes

• Introduction
• Design Coordination
• Service Catalog Management
• Service Level Management
• Availability Management

Chapter 4: Service Design Technology-Related Activities

• Requirements Engineering
• Management of Data and Information
• Application Management

Chapter 5: Organizing for Service Design

• Organizational Development
• Functions within service design
• Roles within service design
• Responsibility model-RACI
• Competence and Training

Chapter 6: Technology Considerations

• The types of tools that would benefit service design
• Service design related service management tools
• Service management tools – Requirements for service management tools

Chapter 7: Implementation and Improvement of Service Design

• Business impact analysis
• Service level requirements
• Risks to the services and processes
• Implementing service design
• Measurement of service design

Chapter 8: Challenges, Critical Success Factors, and Risks

• Challenges
• Risks
• Critical Success Factors and Key Performance Indicators