Course Name: ITIL Service Lifecycle – Service Design
Duration: 24 Hours (3 Days)
Certification: The ITIL Intermediate Service Lifecycle – Service Design Certificate
Course Outline:
Module 1: Introduction to service design
The purpose, goals and objectives of service design. The scope of service design. The business value of service design activities. The context of service design in the ITIL service lifecycle. Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria
Module 2: 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
Module 3: 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
Module 4: 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
Module 5: Organizing for service design
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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
Module 6: 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
Module 7: 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
Module 8: Challenges, critical success factors and risks
Be able to provide insight and guidance for design challenges, risks and critical success factors
