ITIL® Lifecycle - Service Design - SD

The course outline is
based on the latest syllabus from the ITIL® Official
Accreditor.
Course Contents
Introduction and Overview
-
Purpose
and goals
-
Scope of
service design
-
Doing it
right the first time
-
Designing
new and changed service
Key Service Design Principles
Five aspects of service design
-
Designing
service solutions
-
Designing
supporting systems and the service portfolio
-
Technology architectures, processes and
design aspects
-
Measurement, methods and metrics
-
Service-oriented architecture principles
Holistic service design
-
Design
activities and their constraints
-
The
importance of balanced design
-
Service
requirements, business requirements and
drivers
Four Ps of Design
-
People
-
Products
-
Processes
-
Partners
Service Design Processes
Service catalog management
-
Providing
a central source of information on IT
services delivered to the business by the
service provider
-
Ensuring
the business can view an accurate and
consistent picture of IT services available,
including details and status
Service level management
-
Negotiating, agreeing and documenting
appropriate IT service targets with the
business
-
Monitoring and producing reports on delivery
against agreed level of service
Capacity management
-
Matching
capacity of IT to agreed business demands
-
Right
resource, right time, right cost
Availability management
-
Ensuring
that availability targets are measured and
achieved in a cost-effective manner
-
Building
availability into the design
IT service continuity management
-
Maintaining ongoing recovery capability to
match agreed needs, requirements and time
scales
-
Developing service continuity and recovery
plans
-
Aligning
plans with business needs over time
Primary Activities of Service
Design
Technology-related activities
-
Requirements engineering: requirement types,
activities and techniques
-
Data and
information management activities
-
Techniques within application management
-
Investigating service design requirements
Achieving balance between design
and existing strategies
-
Ensuring
inclusion of governance and security
controls
-
Assembling the service design package
-
Producing, maintaining and revising all
services, design processes and documents
-
Liaising
with other design and planning activities
-
Aligning
with corporate and IT strategies
Organizing Service Design
-
Roles
appropriate within service design
-
Functional role analysis and the use of the
RACI matrix
-
Defining
service design responsibilities
-
Aligning
information security with business security
-
Managing
suppliers to ensure quality and value
Service Design and Technology
-
Technology considerations for service design
-
The tools
that benefit service design
-
Requirements for service design
Implementation Challenges and
Risks
-
The
six-stage implementation approach
-
Measurements of service design
-
Outlining
the challenges and risks facing service
design
-
Establishing critical success factors and
Key Performance Indicators (KPIs)
-
Developing risk-benefit analyses
The ITIL® Official
Accreditor changes the course syllabus periodically
and we as an Accredited Training Organization must
keep current with the latest version of the
syllabus. For the latest version of the course
syllabus visit the ITIL® Official Site.
Our course is updated as soon as the
ITIL® Official Accreditor has made a change to the
syllabus to ensure that student is studying the
material that is in scope.
Our course is designed to be true to
the ITIL® books. You will learn core ITIL® content.
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