ITIL® Service Lifecycle Service Design

ITIL Service Lifecycle- Service Design course introduces the principles and processes that are included in the service design stage of the ITIL Service Lifecycle. Our trainer helps the delegates to understand how service design relates to other stages of ITIL Service Lifecycle. Good Service Design can enhance the alignment of IT with overall business and customer needs. Our courses are delivered by certified trainers, so our delegates do not face any difficulty in understanding key concepts of the subject.

What is ITIL®?

ITIL® is most commonly used and worldwide accepted framework for managing IT services. It provides a structure using which one can manage and deliver different services to have a consistent user experience. Many international organizations like IBM, Microsoft, Caterpillar, etc. have benefited from the implementation of ITIL® in their IT service management and have enhanced the productivity. It helps the organizations to achieve good quality services and overcome the difficulties that come in the way of development of effective IT systems.

With ITIL® Service Lifecycle Framework, one can help an organization to transform and adapt to the changing economic climate and the marketplace. It helps in implementation of further improvements for achieving higher levels of business performance.

EXAM:

Each delegate will have to pass an examination that will be conducted at the end of the training to measure comprehension of the body of knowledge. The exam consists of 8 Multiple Choice, scenario based Questions (MCQ’s). For MCQs, four options will be provided, out of which one would be the correct answer. Delegates have to identify the correct answer and proceed for next questions.

One will need to have 70 percentage marks to clear the exam. Our trainers will make sure that the delegates have gone through all the concepts of the subject so that they can easily clear the exam in the first attempt. Generally, the exam is 90 minutes and one needs to complete all questions within this time period only. The language used in the exam would be English. In case, someone is not comfortable with English, we can try to provide the exam in another language by consulting our trainer. Selection of language depends upon the comfort of the trainer. All other details regarding exams will be provided during the training by our experts.

1. Service Design

• Overview of Service Design
• Key concepts
• Scope and objectives of Service Design
• Service Design Processes
• Service Design value
• Fundamentals of Service Design
• Inputs and Outputs of Service Design

2. Principles of Service Design

• Holistic Design, Service Composition and the four Ps of Service Design
• Major aspects of Service Design
• Benefits of taking balanced approach to Service Design
• Service and Business requirements
• Design Activities and its Constraints
• Principles of Server-Oriented Architecture
• Service Design Models

3. Design Coordination Process

• Scope and Objective
• Business value
• Basic concepts and terminologies
• Input, output, methods and activities
• Interfaces of process
• CSFs and KPIs
• Risks and Challenges
• Roles and Responsibilities

4. Service Catalogue Management Process

• Scope and Objective
• Business value
• Basic concepts and terminologies
• Input, output, methods and activities
• Interfaces of process
• CSFs and KPIs
• Risks and Challenges
• Key Service Management Roles

5. Service Level Management Processes

• Scope and Objective
• Business value
• Basic concepts and terminologies
• Input, output, methods and activities
• Interfaces of process
• CSFs and KPIs
• Risks and Challenges
• Key Service Management Roles

6. Supplier Management Process

• Scope and Objective
• Business value
• Basic concepts and terminologies
• Input, output, methods and activities
• Interfaces of process
• CSFs and KPIs
• Risks and Challenges
• Key Service Management Roles

7. Availability Management Processes

• Scope and Objective
• Business value
• Basic concepts and terminologies
• Input, output, methods and activities
• Interfaces of process
• CSFs and KPIs
• Risks and Challenges
• Key Service Management Roles

8. Capability Management Process

• Scope and Objective
• Business value
• Basic concepts and terminologies
• Input,output, methods and activities
• Interfaces of process
• CSFs and KPIs
• Risks and Challenges
• Key Service Management Roles

9. IT Service Continuity Management Process

• Scope and Objective
• Business value
• Basic concepts and terminologies
• Input, output, methods and activities
• Interfaces of process
• CSFs and KPIs
• Risks and Challenges
• Key Service Management Roles

10. Process of Information Security Management

• Scope and Objective
• Business value
• Basic concepts and terminologies
• Input, output, methods and activities
• Interfaces of process
• CSFs and KPIs
• Risks and Challenges
• Key Service Management Roles

11. Organizing Service Design

• Functional Role Analysis
• RACI Matrix in designing process
• Functions within Service Design stage
• Business Impact Analysis

12. Technology and implementation Analysis

• Process Implementation Practices
• Generic requirements for Technology
• Applying evaluation criteria for technology and processes
• Plan and implement Service Design Management Technologies