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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
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
- 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
Class training methods
Values
- 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
Contact Info |
Public Training Schedule |
Phone: +84 (0)862 718 187 Email: [email protected] |
Please click below link to view our public training schedule |
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The International Software Quality Institute (iSQI®) is a
ITIL 2011 Intermediate – Service Design
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