TOPICS

Course Outline
1. Introduction to Service Design
Key Service Management Concepts
Purpose, Goals, and Objectives of Service Design
Scope of Service Design
Service Design Processes Supporting the Service Lifecycle
Value of Service Design
Service Design Fundamentals
Processes within Service Design
Service Design Inputs and Outputs
2. Service Design Principles
Holistic Design, Service Composition, and the Four Ps of Service Design
Five Major Aspects of Service Design
Importance of Taking a Balanced Approach to Service Design
Service Requirements, Business Requirements, and Drivers
Design Activities and their Constraints
Service-Oriented Architecture Principles
Service Design Models
3. Design Coordination Process
Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities
4. Service Catalogue Management Process
Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Service Catalogue Management Roles
5. Service Level Management Process
Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Service Level Management Roles
6. Supplier Management Process
Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Supplier Management Roles
7. Availability Management Process
Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Availability Management Roles
8. Capacity Management Process
Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Capacity Management Roles
9. IT Service Continuity Management Process
Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key IT Service Continuity Management Roles
10. Information Security Management Process
Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities. Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Information Security Management Roles
11. Organizing for Service Design
Functional Role Analysis
Using the RACI Matrix in Process Design
Functions within Service Design
Business Impact Analysis
12. Technology and Implementation Consideration
Good Practices for Process Implementation
Generic Requirements for Technology to Assist Service Design
Applying Evaluation Criteria for Technology and Processes
Planning and Implementing Service Management Technologies
13. Challenges, Risks, and CSFs of Service Design
14. Exam Preparation/Mock Exam.