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ACADEMY FOR PROFESSIONAL EXCELLENCE

ITIL 2011 Intermediate Service Design_EN1

Learning Objective

At the end of the training, participants are expected to:

  • Service management as a practice and service design principles, purpose, and objective
  • How all service design processes interact with other service lifecycle processes
  • The sub-processes, activities, methods, and functions used in each of the service design processes
  • Roles and responsibilities within service design and the activities and functions to achieve operational excellence
  • How to measure service design performance
  • Technology and implementation requirements in support of service design
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with service design
Training Contents

Module 1: ITIL Service Design Introduction and Overview

  • Purpose and goals
  • Scope of service design
  • Doing it right the first time
  • Designing new and changed service

Module 2: 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

Module 3: 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

Module 4: 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

Module 5: 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

Module 6: Service Design and Technology

  • Technology considerations for service design
  • The tools that benefit service design
  • Requirements for service design

Module 7: 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

Exam Preparation/Mock Exam

Prerequisites for international certificate

  • To prepare for the international certificate, we recommend that you review the ITIL 2011 publication Service Design (2011 Edition, ISBN 9780113313051) and complete at least 21 hours of personal study
  • The ITIL Foundation Certificate
Target Participant
  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
Key Highlights

Class training methods  
Training Methods1Values

  • CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
  • RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
  • COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
  • TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
  • PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
  • IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
  • IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Course Pictures
Other Info

Contact Info

Public Training Schedule

Phone: +84 (0)862 718 187               
Email: info@apexglobal.com.vn
Please click below link to view our public training schedule

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  Brochure VN

 

Perceived by Participants
  • Mr. Tran Van Son

    Solution Consulting; Project Manager at Cadena Vietnam Co. Ltd. The business analysis training course in practice helped me learned the way to elicit the requirement effective, mission of a business analyst professional, the value of this guy promote the customer satisfaction. It also helped me know how to develop optimal solutions suitable context of each customer, how to communicate with relevant stakeholders to get their commitment and carry out more values to customer. Thanks for professional service, Apex Global teams and trainer

  • Mr. Phuoc Nguyen

    Technical Manager at Hoang Vi Corp. After training course completed, I realized that the majority of small and medium businesses in Vietnam was not applied ITIL or did not understood about the concept of service. The guideline from training course help make it be sorted, be arranged place and right area. And when need, we just lost a little time to found it. Still 3 short days but helped us "professional" in mind, as well as how to communicate with other departments in the company to make the service better.

  • Mr. Nguyen Huynh Trung Kien

    BA Lead - Senior Consultant - TMA Solutions

    Before participating in the training, I do not quite understand ITIL, ITSM. When completed the training course I just only understand 20%. However 20% of this would be a prerequisite for the other knowledges. Three days involved to learn so rewarding.


  • Certified Partners International