ITIL Service Design
3 days Instructor-Led


 

This 3-day course will teach students how to plan, implement and optimize the Service Design processes. ITIL Service Design best practices enables IT departments to design services and govern practices, policies and procedures that facilitate the introduction of services into a live environment, thereby ensuring quality service delivery, customer satisfaction and cost-effective service provision. Students will gain the skills required to take the ITIL Intermediate Qualification: Service Design Certification Exam. Who should attend: Those who want to achieve the ITIL Intermediate Qualification: Service Design Certificate. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day. IT professionals involved in IT Service Management implementation and improvement.

At Course Completion At the end of this 3 day course, the student will gain competencies and prepare to: Define the goal, objectives and scope of Service Design Outline key activities for Service Design processes in the context of the Service Lifecycle Enhance the quality of IT service provision within an organization Measure Service Design processes using critical success factors and key performance indicators Establishing and justifying the constraints for different IT services Developing and presenting a high-level security policy Preparing and justifying a continuity approach for a set of services Creating a financial justification for the purchase and deployment of Service Design tools Producing a draft Service Level Agreement (SLA) Completing Business Impact Analysis and Risk Management Prepare for and take the ITIL Intermediate Qualification: Service Design Certification Exam

Prerequisites

Students should hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate. Before taking the course, it’s recommended (though not required) that candidates have approximately two years exposure to basic concepts in IT and related work experience.

Course Outline

Introduction and Overview Purpose and goals Scope of Service Design Doing it right the first time Designing new and changed service How Service Design creates business value Key Service Design Principles Five aspects of Service Design New or changes service solutions Service management systems and tools Technology architectures and management systems Processes, roles and capabilities Measurement, methods and metrics Four Ps of Design People Products Processes Partners Primary Activities of Service Design Analyzing business requirements Collection, analyzing and engineering requirements Evaluating Service Design models Identifying solution alternatives reusing existing components Designing the appropriate solution Developing service acceptance criteria Evaluating total costs and agree expenditures Achieving balance between design and existing strategies Ensuring inclusion of governance and security controls Completing IT readiness assessment Aligning supplier and supporting agreements Assembling the Service Design Package (SDP) Producing, maintaining and revising all services, design processes and documents Liaison with other design and planning activities Aligning with corporate and IT strategies Service Design Processes Service Catalog Management (SCM) Managing the Service Catalog 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 (SLM) 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 Capacity Management: 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 Service Design and Technology Technology-related activities Requirements Engineering: requirement types, activities and techniques Data and Information Management activities Techniques within Application Management Technology considerations for Service Design Investigating Service Design requirements Organizing Service Design Roles appropriate within Service Design and Service Design-focused processes Defining Service Design responsibilities Aligning information security with business security Managing suppliers to ensure quality and value for money Implementation Challenges and Risks Outlining the challenges and risks facing Service Design Establishing critical success factors and key performance indicators (KPIs) Developing risk-benefit analyses for adoption of Service Design