ITIL ® Intermediate Lifecycle Module Service Design

Course details

Participants will learn the principles and core elements along with the activities and technology & implementation considerations within the Service Design stage of the Service Lifecycle. This lifecycle stage focuses on enabling Service Delivery by designing services in-line with the Service Strategy

Lesson 1: Course Introduction

• The concept of Service Management as a practice
• The concept of Service, its value proposition and composition
• The concepts of Function, Process and Role The purpose, goals and objectives of Service Design
• The scope of Service Design
• Business value
• The contents and use of the Service Design Package
• The contents and use of Service Acceptance Criteria

Lesson 2: Principles

• Service Design principles and service composition
• The importance and approach to balanced design
• Service requirements, business requirements and drivers
• Design activities and constraints
• The principles and the five aspects of Service Design:
• Design aspects
• Designing service solutions
• Designing supporting systems, especially the Service Portfolio
• Designing technology architectures
• Designing processes
• Designing measurement systems and metrics
• Business Service Management (BSM) and Service Oriented Architecture (SOA) principles
• Service Design models

Lesson 3: Processes

• The activities and techniques, but not the detailed process steps, for the following processes:
• Service Catalog Management
• Service Level Management
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Supplier Management
• The five aspects of Service Design as they relate to the management of Service Design processes

Lesson 4: Technology Related Activities 

• Activities and techniques within Requirements Engineering
• Activities and techniques within Data and Information Management
• Activities and techniques associated with Application Management

Lesson 5: Organizing for Service Design

• Functional roles analysis and use of the RACI matrix
• The roles and responsibilities within Service Design

Lesson 6: Technology Considerations

• The types of tools that would benefit Service Design
• Requirements for Service Management tools

Lesson 7: Implementation & Improvement

• The Service Design issues relating to:
• Business Impact Analysis
• Service Level Requirements
• Risks
• The six-stage implementation approach
• Measurements through Critical Success Factors and Key Performance Indicators
• Prerequisites for success and risks affecting Service Design activities and processes

Lesson 8: Exam Preparation

• Sample Exams
• Feedback
• Recap

Prerequisites

ITIL® Foundation

Learning Objectives

At the end of this course, you will learn:

• Service Design principles and service composition
• Activities and techniques within Requirements Engineering
• Functional roles analysis and use of the RACI matrix
• The types of tools that would benefit Service Design
• Activities and techniques associated with Application Management
• Designing supporting systems, especially the Service Portfolio
• Business Service Management (BSM) and Service Oriented Architecture (SOA) principles