TOPICS

Course Outline
1. Planning, Protection, and Optimization
Processes
Purpose, Objectives, and Value of Service Design
Lifecycle within the PPO Context
Scope and Flow of Service Design
Service Requirements
Business Requirements and Drivers
Business Value of Service Design
Comprehensive and Integrated Service Design
Direction, Policy, and Strategy of Service Design
Optimizing Design Performance
Purpose and Objectives of the Design Coordination Process
Scope of the Design Coordination Process
Business Value of the Design Coordination Process
2. Demand Management
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
Process Interfaces
Information Management
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities
3. Capacity Management
Purpose and Objectives
Scope of Capacity Management
Business Value
Policies, Principles, and Basic Concepts
Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
Process Interfaces with Capacity Management
Information Management in Capacity Management
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities
4. Availability Management
Purpose and Objectives
Scope of Availability Management
Business Value
Policies, Principles, and Basic Concepts
Vital Business Functions
Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
Process Interfaces
Information Management
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities
5. IT Service Continuity Management
Purpose and Objectives
Scope of ITSCM
Business Value
Policies, Principles, and Basic Concepts
Activities, Methods, and Techniques
Process Interfaces
Information Management
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities
6. Information Security Management
Purpose and Objectives
Scope of ISM
Business Value
Policies, Principles, and Basic Concepts
Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
Process Interfaces
Information Management
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities
7. Technology and Implementation Considerations
Best Practices for Service and Process Implementation
Generic Technology Requirements for Service Design
Technology and Management Architectures
Selection of Tools and Technology to Support Service Design
Planning and Implementing Service Management Tools
Challenges, Risks, and CSFs
8. Exam Preparation/Mock Exam.