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Course Overview
This five-day
Live Instructor-Led
online course
provides you with an intense and focused exploration
of the new and
updated topics in ITIL® v3 from the point of view of the
owner of a process or set of activities. The course is
intended for those who work within a Service Design (SD)
environment and require a deeper understanding of the
underlying concepts, processes and activities involved and
associated management responsibilities and how they may be
used to enhance overall service quality and service
provision.
Course Objectives
•
Focus on the managerial and control aspects of the
operational environment with regard to Service Design
•
Educate IT Professionals in the value of IT Service Design
Who Should Attend
•
CIOs, CTOs, Managers, Supervisory Staff
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Team Leaders, Designers, Architects, Planners,
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IT Consultants, IT Audit Managers and IT Security Managers.
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Candidates looking to achieve credit towards the coveted
ITIL V3 Expert designation
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Prerequisites
•
The candidate must hold (photocopy required) one of the
following:
★
v3 ITIL® Foundation Certificate, or
★
v2-v3 Foundation Bridge Certificate
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It is also strongly recommended that the candidate have 2-4
years of professional experience within Service Management
as well as defined experience in at least one of the SD
processes.
Introduction
✦
Purpose and goals
✦
Scope of Service Design
✦
Doing it right the first time
✦
Designing new and changed service
✦
How Service Design creates business value
Service Design Principles
✦Identifying
Service Requirements
✦Design
Activities
✦Design
Aspects
✦Service
Design Package (SDP)
✦Designing
Technology Architectures
✦Designing
Processes
Service Design Processes
✦Service
Catalogue Management
✦Service
Level Management
✦Capacity
Management
✦Availability
Management
✦Service
Continuity Management
✦Information
Security Management
✦Supplier
Management
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
Exploring Technology and Implementation Considerations
✦
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
✦
Investigating Service Design requirements
✦
Technology considerations for Service Design
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