ITIL^® Intermediate: Service Design Certification Training

• Topic One: Components of the Service Lifecycle
• Topic Two: What is a Service?
• Topic Three: What Comprises Value?
• Topic Four: What is Service Management?
• A Process
• A Function
• Generic Roles

• Purpose and Objectives of Service Design
• Scope of Service Design
• Generic SD Roles
• Service Design – Value to the Business
• SD Inputs and Outputs
• SD Challenges, Critical Success Factors, and Risks
• Key Concepts for Service Design

• Overview
• Balanced Design
• Service & Business Requirements
• Design Activities & Constraints

• The 5 Aspects of Service Design
• Designing Service Solutions
• Designing the Management Information Systems
• Designing the Technology and Architecture

• Designing Processes
• RACI Diagram
• Designing Measurement Systems and Metrics

• Service Oriented Architecture (SOA)
• Service Design Models
• Exercise: Designing Service Acceptance Criteria

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Process Overview
• Roles
• Triggers, Inputs/Outputs, Interfaces
• Metrics

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

• Process Overview
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

• Process Overview
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Sample Service Catalogue Entry
• Sample SLA
• Sample OLA

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Process Overview

• Process Activities
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

• Process Overview
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

• Process Overview
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

• Process Overview
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Process Overview
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Exercise: Supplier Management Process Flow

• General Implementation Considerations
• Implementation Framework
• Measurement of Service Design
• Prerequisites for Success (PFS)

• Requirement Types
• Requirement Investigation
• Documenting Requirements
• Requirements Catalogueue

• Managing Data and Information
• Application Management
• Application Portfolio
• Application Design

• Tools for Service Design
• Service Management Technology
• Tool Selection Process

• Purpose and goals
• Scope of service design
• Doing it right the first time
• Designing new and changed service

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 catalogue 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

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

• 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

• Technology considerations for service design
• The tools that benefit service design
• Requirements for service design

• 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