About ITIL® Intermediate: Service Design

The ITIL®-Service design module is one of the intermediate level certification within the ITIL® Service Lifecycle work stream. This credential certifies you as an architect who can design and develop new IT service that fulfill the changing needs of the organization or program.

Course Details

Duration-3 Days

ITIL Service Design Introduction and Overview
Purpose and goals
Scope of service design
Doing it right the first time
Designing new and changed service
Key ITIL Service Design Principles
Five aspects of service design
Designing service solutions
Designing supporting systems and the service portfolio
Technology architectures, processes and design aspects
Measurement, methods and metrics
Service-oriented architecture principles
Holistic service design
Design activities and their constraints
The importance of balanced design
Service requirements, business requirements and drivers
Four Ps of Design
People
Products
Processes
Partners
Service Design Processes
Service catalog management
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
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
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
Primary Activities of Service Design
Technology-related activities
Requirements engineering: requirement types, activities and techniques
Data and information management activities
Techniques within application management
Investigating service design requirements
Achieving balance between design and existing strategies
Ensuring inclusion of governance and security controls
Assembling the service design package
Producing, maintaining and revising all services, design processes and documents
Liaising with other design and planning activities
Aligning with corporate and IT strategies
Organizing Service Design
Roles appropriate within service design
Functional role analysis and the use of the RACI matrix
Defining service design responsibilities
Aligning information security with business security
Managing suppliers to ensure quality and value
Service Design and Technology
Technology considerations for service design
The tools that benefit service design
Requirements for service design
Implementation Challenges and Risks
The six-stage implementation approach
Measurements of service design
Outlining the challenges and risks facing service design
Establishing critical success factors and Key Performance Indicators (KPIs)
Developing risk-benefit analyses

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