ITIL v3 Service Design

Special notes

This course includes a 90-minute multiple-choice exam.

For RAIL (live online instructor-led) sessions: The course will be in session on all four days (8:30am-4:00pm Central Time for the first three days and 8:30am-Noon on day four).  This schedule allows you some extra office or study time at the end of each day.  After completing the course, you will take the exam through CSME.  Upon registering, you will receive specific instructions on how to arrange for your exam.  HP strongly recommends you schedule your exam for within a few days of completing the course.

	RAIL Students: To register for your exam, click HERE for instructions and to see a list of pre-approved exam locations. Note that the exam is included in the price for this course.

Course overview

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
• Strongly recommended but not required: Prior to class, purchase and review the book ITIL V3 Service Strategy, available from the itSMF USA (recommended), Amazon, and other book sellers

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.

Ways to save

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

Next steps

• Other ITIL V3 Capability and Life Cycle courses - click here for guidance

Course outline

Service Design - Course Overview

• Course introductions
• Health and Safety
• Logistics and refreshments
• Course format
• Agenda
• Timing
• Exam format and details
• Personal Introductions

Introduction to Service Design

• Service Design and the Service Lifecycle
• Main Principles & Objectives
• Goals of Service Design
• Scope of Service Design
• Value to Business of Service Design
• Service Operations Processes

Service Design Principles

• Balanced Design
• Project Elements in a Triangulated Relationship
• Identifying Service Requirements
• The service relationships and dependencies
• Design Activities
• Design Aspects
• Service Design Package
• Contents of the SDP
• Services lifecycle
• Designing supporting systems
• Designing technology architectures
• Designing processes
• Design of measurement systems and metrics
• Subsequent design activities
• Design Constraints
• Service Design Models
• Delivery Model Options
• Design & Development Options
• Design & Development Approaches

Service Design Processes

• Service Design in the Service Lifecycle
• Service Catalogue Management
• Service Level Management
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Supplier Management

Technology Related Activities

• Requirements Engineering
• Requirement Types
• Requirements for support - the user view
• Requirements Investigation Techniques
• Problems with requirements engineering
• Documenting Requirements
• Requirements and outsourcing
• Data & Information Management
• Data & Information Management Scope
• Data Management Activities
• Application Management
• Application Portfolio & Frameworks
• Tools and design
• Coding and templates
• Instrumentation and Diagnostics

Organizing Service Design

• Roles & Responsibilities
• Process Owner
• Service Design Manager
• IT Planner
• IT Designer/Architect
• Service Catalogue Manager
• Service Level Manager responsibilities
• Availability Manager Responsibilities
• IT Service Continuity Manager Responsibilities
• Capacity Manager Responsibilities
• Security Manager Responsibilities
• Supplier Manager Responsibilities

Technology Considerations

• Technology Considerations
• Service Design Tools - Areas of assistance
• Service Design Tools - Usefulness & Features
• Tools support for the Service Lifecycle
• Activities for a comprehensive tool
• Service Management Tools
• Evaluation of Service Management Tools
• Requirements for Service Management Tools
• Categories of requirements fulfillment
• Tool Evaluation Process

Implementation, Challenges, Critical Success Factors and Risks

• Implementing Service Design
• Implementation/improvement cycle
• What is the vision?
• Where are we now?
• Where do we want to be? / How do we get there?
• Did we get there? / How do we keep going?
• Measurement of Service Design
• Measurement of Service Design - Prerequisites for success
• Measurement of Service Design CSFs and KPIs
• KPIs for Service Design
• Service Design Challenges
• Service Design Risks