ITIL Intermediate Service Capability Service Design Boon Lay, West

Course details

This course is a classroom training relevant for professionals who play a role in developing, implementing and managing IT service quality in order to deliver business value. This course is a free standing qualification and is also part of the ITIL® intermediate lifecycle stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test and validate the knowledge on industry practices in service management and design as documented in the official ITIL® Service Design publication. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the four-day classroom training, the certification exam may be taken.

The ITIL® Service Design certificate is awarded to candidates passing the examination. Participants will also earn 28 Project Management Institute (PMI) Professional Development Units upon course completion.

COURSE OUTLINE

Introduction to CSI

• The scope of service design
• The business value of service design activities
• The context of service design in relation to all other lifecycle stages
• Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria

Service design principles

• Design service solutions related to a customer’s needs
• Design and utilize the service portfolio to enhance business value
• The measurement systems and metrics
• Service design models to accommodate different service solutions

Service design processes

• The interaction of service design processes
• The flow of service design as it relates to the business and customer
• The five design aspects and how they are incorporated into the service design process

Service design technology-related activities

• Requirements engineering in the design process and utilizing the three types of requirements as identified for any system; functional, management/operations and usability
• The design of technical architectures for data and information management, and application management

Organizing for service design

• How to design, implement and populate a RACI diagram for any process that is within the scope of IT service management
• The service design roles and responsibilities, where and how they are used and how a service design organization would be structured to use these roles

Technology considerations

• Service design related service management tools, where and how they would be used
• The benefits and types of tools that support service design

Implementation and improvement of service design

• The six stage implementation/improvement cycle and how the activities in each stage of the cycle are applied
• How business impact analysis, service level requirements and risk assessment can affect service design solutions

Challenges, critical success factors and risks

• Be able to provide insight and guidance for design challenges, risks and critical success factors