ITIL® Service Design Lifecycle Course (SD) – Outline

Detailed Course Outline

COURSE INTRODUCTION

  • Student and Instructor Introductions
  • Unique Nature of The Course
  • Course Learning Objectives
  • Course Agenda

UNIT 1: SERVICE DESIGN

  • Purpose and Goals
  • Scope of Service Design
  • Concept of Service Management as a Practice
  • Service, Its Value Proposition, and Its Value Composition
  • Functions, Processes, and Roles
  • Business Value
  • Contents and Use of the SDP
  • Contents and Use of SAC
  • Group/Individual Exercise
  • Sample Test Question

UNIT 2: SERVICE DESIGN PRINCIPLES

  • Goals and Objectives
  • Service Design Principles and Service Compositions
  • Importance of and Approach to Balanced Design
  • Service Requirements and Business Requirements and Drivers
  • Design Activities and Constraints
  • Principles and Five Aspects of Service Design
  • Principles of BSM and SOA
  • Service Design Models
  • Group/Individual Exercise
  • Sample Test Question

UNIT 3: SERVICE DESIGN PROCESSES

  • Goal
  • Activities and Techniques of Service Design Processes
  • Principles and Five Aspects of Service Design
  • Group/Individual Exercise
  • Sample Test Question

UNIT 4: SERVICE DESIGN TECHNOLOGY-RELATED ACTIVITIES

  • Goal
  • Requirement Types and Managing Activities and Techniques Within Requirements Engineering
  • Activities and Techniques Within Data and Information Management
  • Activities and Techniques Associated with Application Management
  • Group/Individual Exercise
  • Sample Test Question

UNIT 5: ORGANIZING FOR SERVICE DESIGN [ist] [*] Goal [*] Functional Roles Analysis and RACI [*] Roles and Responsibilities Within Service Design [*] Group/Individual Exercise [*] Sample Test Question [/list]

UNIT 6: CONSIDERATION OF TECHNOLOGY

  • Goal
  • Types of Tools Benefiting Service Design
  • Requirements for Service Management Tools
  • Sample Test Question

UNIT 7: IMPLEMENTATION AND IMPROVEMENT OF SERVICE DESIGN

  • Goal
  • Service Design Issues Related to BIAs, SLRs, and Risks
  • The Six-Stage Implementation Approach
  • Measurements Through CSFs and KPIs
  • Prerequisites for Successes and Risks Affecting Service Design Activities and Processes
  • Group/Individual Exercise
  • Sample Test Question

UNIT 8: EXAM PREPARATION GUIDE

  • Mock Exam 1
  • Mock Exam 2