ITIL® V3 Intermediate Lifecycle program: Service Design SD

Start Today with your ITIL® Intermediate Service Design eLearning course - flexibile, accredited certified online ITIL® eLearning.

“The Art of Service has dramatically changed the way we deliver employee training. We can now deliver more training at less cost to a wider audience in a shorter period of time.”

On-demand eLearning: Don’t pay over US $3,000.00 for a 4 day class room based course – you’re out of touch with your work for 4 days and, including the course fee, the costs are insurmountable – take the online learning option instead and study at your own pace.

You Will Learn How To
    * Prepare for and take the ITIL Intermediate Qualification: Service Design Certification Exam
    * Define the goal, objectives and scope of Service Design
    * Outline key activities for Service Design processes in the context of the Service Lifecycle
    * Enhance the quality of IT service provision within an organization
    * Measure Service Design processes using critical success factors and key performance indicators

Course Benefits
ITIL Service Design best practices enable IT departments to design services and govern practices, policies and procedures that facilitate the introduction of services into a live environment, thereby ensuring quality service delivery, customer satisfaction and cost-effective service provision. In this course, you learn how to plan, implement and optimize the Service Design processes and gain the skills required to take the ITIL Intermediate Qualification: Service Design Certification Exam.

Who Should Attend
This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Design Certificate.

This eLearning will provide you with knowledge of the Service Design processes and including:
    * Establishing and justifying the constraints for different IT services
    * Developing and presenting a high-level security policy
    * Preparing and justifying a continuity approach for a set of services
    * Creating a financial justification for the purchase and deployment of Service Design tools
    * Producing a draft Service Level Agreement (SLA)
    * Completing Business Impact Analysis and Risk Management

Content

Introduction and Overview
    * Purpose and goals
    * Scope of Service Design
    * Doing it right the first time
    * Designing new and changed service
    * How Service Design creates business value

Key Service Design Principles

Five aspects of Service Design
    * New or changes service solutions
    * Service management systems and tools
    * Technology architectures and management systems
    * Processes, roles and capabilities
    * Measurement, methods and metrics

Four Ps of Design
    * People
    * Products
    * Processes
    * Partners

Primary Activities of Service Design

Analyzing business requirements
    * Collection, analyzing and engineering requirements
    * Evaluating Service Design models
    * Identifying solution alternatives reusing existing components
    * Designing the appropriate solution
    * Developing service acceptance criteria
    * Evaluating total costs and agree expenditures

Achieving balance between design and existing strategies
    * Ensuring inclusion of governance and security controls
    * Completing IT readiness assessment
    * Aligning supplier and supporting agreements
    * Assembling the Service Design Package (SDP)
    * Producing, maintaining and revising all services, design processes and documents
    * Liaison with other design and planning activities
    * Aligning with corporate and IT strategies

Service Design Processes

Service Catalog Management (SCM)
    * Managing the Service Catalog
    * 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 (SLM)
    * 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
    * Capacity Management: 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

Service Design and Technology

Technology-related activities
    * Requirements Engineering: requirement types, activities and techniques
    * Data and Information Management activities
    * Techniques within Application Management
    * Investigating Service Design requirements
    * Technology considerations for Service Design

Organizing Service Design
    * Roles appropriate within Service Design and Service Design-focused processes
    * Defining Service Design responsibilities
    * Aligning information security with business security
    * Managing suppliers to ensure quality and value for money

Implementation Challenges and Risks
    * Outlining the challenges and risks facing Service Design
    * Establishing critical success factors and key performance indicators (KPIs)
    * Developing risk-benefit analyses for adoption of Service Design

Important Course Information
    * Pre-course reading required
    * Start now with this eLearning course - flexibile, accredited certified online ITIL eLearning.