LEARNING UNITS
- Introduction to Service Design
- Purpose, goals, objectives, scope and value of service design
- The context of service design in the ITIL service lifecycle
- Service design inputs & outputs and use of service design package
- Service Design Principles
- Holistic service design, service composition and the four Ps
- The five aspects of service
- The importance of and approach to balanced design
- Service requirements, business requirements and drivers
- Design activities and their constraints
- The five aspects of service design
- Design aspects
- Designing service solutions
- Designing supporting systems, especially service portfolio
- Designing technology architecture
- Designing processes
- Designing measurement systems and metric
- Service oriented architecture principles
- Service design models
- Service Design Processes
- Purpose, goals, objectives, scope, value to business, policies, principles & basic concepts
- Service design processes:
- Design Coordination
- Service Catalogue Management
- Service Level Management
- Availability Management
- Capacity Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
- Service Design technology related activities
- SD activities and techniques within requirements engineering
- SD activities and techniques within data and information management
- SD activities and techniques associated with application management
- Organizing for Service Design
- Functional roles analysis and use of the RACI matrix
- Functions within service design
- The roles and responsibilities within service design
- Technology considerations
- Types of tools that would benefit service design
- Requirements for service management tools
- Implementation and improvement of Service Design
- Service design issues relating to business impact analysis, service level requirements and risks
- The six stage implementation approach
- Measurements of service design, a prerequisite for success
- Challenges, critical success factors and risks
- Challenges and risks
- Critical success factors and KPIs
- Summary & directed studies
- Review of key concepts
