This course is primarily for IT Managers and Practitioners involved in the strategy, design, and implementation and on- goingsupport and delivery of business IT services and those interfacing with information systems who require an insight into Service Management best practice. This may include Business Analysts, Business Relationship Managers, Project and Programme staff.

• Provides a complete management-level overview of service design, including all its related activities.
• Be prepared for the ITIL Service design examination
  

• Introduction to Service design:
• The purpose, goals and objectives of service design
• The scope of service design
• The business value of service design activities
• The context of service design in the ITIL service lifecycle
• Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria

• Service design principles:
• Design service solutions related to a customer's needs
• Design and utilize the service portfolio to enhance business value
• The measurement systems and metrics
• Service design models to accommodate different service solutions

• Service design processes
• The interaction of service design processes:
• The flow of service design as it relates to the business and customer
• The five design aspects and how they are incorporated into the service design process

• Service design technology-related activities;
• Requirements engineering in the design process and utilizing the three types of requirements as identified for any system; functional, management/operations and usability
• The design of technical architectures for data and information management, and application management

• Organising for service design:
• How to design, implement and populate a RACI diagram for any process that is within the scope of IT service management
• The service design roles and responsibilities, where and how they are used and how a service design organizationwould be structured to use these roles

• Technology considerations:
• Service design related service management tools, where and how they would be used
• The benefits and types of tools that support service design

• Implementation and improvement of service design:
• The six-stage implementation/improvement cycle and how the activities in each stage of the cycle are applied
• How business impact analysis, service level requirements and risk assessment can affect service design solutions

• Challenges, critical sucess factors and risks
• Be able to provide insight and guidance for design challenges, risks and critical success factors

The following courses are recommended for further study:

• ITIL Complementary Courses - Analyst Series, Service Catalogue
• ITIL® v3 Lifecycle Courses
• ITIL® v3 Capability Courses