ITIL Intermediate (Service Design)

The ITIL®-Service design module is one of the intermediate level certification within the ITIL® Service Lifecycle work stream. This credential certifies you as an architect who can design and develop new IT service that fulfill the changing needs of the organization or program.

Content:

• ITIL Service Design Introduction and Overview
• Purpose and goals
• Scope of service design
• Doing it right the first time
• Designing new and changed service
• Key ITIL Service Design Principles
• Five aspects of service design
• Designing service solutions
• Designing supporting systems and the service portfolio
• Technology architectures, processes and design aspects
• Measurement, methods and metrics
• Service-oriented architecture principles
• Holistic service design
• Design activities and their constraints
• The importance of balanced design
• Service requirements, business requirements and drivers
• Four Ps of Design
• People
• Products
• Processes
• Partners
• Service Design Processes
• Service catalog management
• Providing a central source of information on IT services delivered to the business by the service provider
• Ensuring the business can view an accurate and consistent picture of IT services available, including details and status
• Service level management
• Negotiating, agreeing and documenting appropriate IT service targets with the business
• Monitoring and producing reports on delivery against agreed level of service
• Capacity management
• Matching capacity of IT to agreed business demands
• Right resource, right time, right cost
• Availability management
• Ensuring that availability targets are measured and achieved in a cost-effective manner
• Building availability into the design
• IT service continuity management
• Maintaining ongoing recovery capability to match agreed needs, requirements and time scales
• Developing service continuity and recovery plans
• Aligning plans with business needs over time
• Primary Activities of Service Design
• Technology-related activities
• Requirements engineering: requirement types, activities and techniques
• Data and information management activities
• Techniques within application management
• Investigating service design requirements
• Achieving balance between design and existing strategies
• Ensuring inclusion of governance and security controls
• Assembling the service design package
• Producing, maintaining and revising all services, design processes and documents
• Liaising with other design and planning activities
• Aligning with corporate and IT strategies
• Organizing Service Design
• Roles appropriate within service design
• Functional role analysis and the use of the RACI matrix
• Defining service design responsibilities
• Aligning information security with business security
• Managing suppliers to ensure quality and value
• Service Design and Technology
• Technology considerations for service design
• The tools that benefit service design
• Requirements for service design
• Implementation Challenges and Risks
• The six-stage implementation approach
• Measurements of service design
• Outlining the challenges and risks facing service design
• Establishing critical success factors and Key Performance Indicators (KPIs)
• Developing risk-benefit analyses