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Apex Global
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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