Knowledge United

Course Description

ITIL Service Design best practices enable IT departments to design services and govern practices, policies and procedures underpinning the introduction of services into a live environment in a way that allows IT to still meet service quality and availability commitments, high customer satisfaction and cost-effective service operation and support. This course will show you how to plan, implement and optimize the Service Design processes and prepare you to take the Service Design exam.

Prerequisites

• ITIL v3 Foundation certification (from HF421S ITIL v3 Foundation or HE785S ITIL v3 Foundation Bridge)
• Note: Students must be able to provide certification proof in order to take the exam

Audience

Managers, operational staff, and others requiring deep knowledge of or involved in establishing and justifying the constraints for IT services, developing and building consensus for a high-level security policy, preparing and justifying a continuity approach for a set of services, financial justification for the purchase and implementation of Service Design tools, producing draft Service Level Agreements (SLAs), and carrying out Business Impact Analysis and Risk Management.

Course Objectives

• Purpose, goals and scope of Service Design
• Designing new and changed service
• How Service Design creates business value
• Key Service Design Principles
• Five aspects of Service Design
• Designing for People, Products, Processes and Partners
• Primary Activities of Service Design
• Analyzing business requirements
• Balancing design with existing strategies
• Service Design Processes
• Service Catalog Management (SCM)
• Service Level Management (SLM)
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Service Design and Technology
• Organizing Service Design
• Implementation Challenges and Risks
• Challenges, Critical Success Factors and Risks

Course Outline

None