With more than 1,500,000 certified professionals worldwide, ITIL® (IT Infrastructure Library®) is the most widely established approach to IT Service Management. It provides a set of best practices for identifying, planning, delivering and supporting IT services to businesses and can be applied to nearly all organizations. ITIL is fully compatible with ISO/IEC 20000, the first international service management standard for organizational certification and compliance.
This intermediate level qualification offers students the management-level concepts and core information about the activities and techniques within service design.
The job roles best suited to the material in this course are:
Those seeking ITIL Foundation certification
Everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner.
• Purpose, Goals, and Objectives of Service Design • Scope of Service Design • Business Value • Context of Service Design in the ITIL Service Lifecycle • Service Design Inputs and Outputs • Content and Use of Service Design Package • Content and Use of Service Acceptance Criteria
Chapter 2: Service Design Principles
• Service Design Basics • Service Design Goals • Balanced Design • Service Requirements, Business Requirements, and Drivers • Design activities and their constraints • Design aspects • Service-Oriented Architecture • Service Design Models
Chapter 3: Service Design Processes
• Introduction • Design Coordination • Service Catalog Management • Service Level Management • Availability Management
Chapter 4: Service Design Technology-Related Activities
• Requirements Engineering • Management of Data and Information • Application Management
Chapter 5: Organizing for Service Design
• Organizational Development • Functions within service design • Roles within service design • Responsibility model-RACI • Competence and Training
Chapter 6: Technology Considerations
• The types of tools that would benefit service design • Service design related service management tools • Service management tools – Requirements for service management tools
Chapter 7: Implementation and Improvement of Service Design
• Business impact analysis • Service level requirements • Risks to the services and processes • Implementing service design • Measurement of service design
Chapter 8: Challenges, Critical Success Factors, and Risks
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