Learn About Service Design

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Video Title
Length
Meet Your Instructor Dr. Suzanne Van Hove
4 min
02: Introduction to Service Management as a Practice
28 min
03: Service Management as a Practice: Service Design
21 min
04: Exercise: ITSM and Failure
6 min
05: Introduction to Service Design Principles
15 min
06: Introduction to Design Aspects
20 min
07: Design Aspects: Processes & Measurement
12 min
08: Design Aspects: Service Oriented Architecture & Design Models
8 min
09: Design Coordination
17 min
10: Introduction to Service Catalog Management
9 min
11: Service Catalog Management (SCatM): Processes, Roles, Triggers & Metrics
6 min
12: Introduction to Service Level Management (SLM)
9 min
13: Service Level Management (SLM): Processes, Roles, Triggers & Metrics
26 min
14: Introduction to Availability Management
16 min
15: Availability Management: Processes, Roles, Triggers & Metrics
22 min
16: Introduction to Capacity Management
25 min
17: Capacity Management (CapM): Processes, Roles, Triggers & Metrics
12 min
18: Introduction to IT Service Continuity Management (ITSCM)
20 min
19: IT Service Continuity Management (ITSCM): Processes, Roles, Triggers & Metrics
21 min
20: Introduction to Information Security Management (ISM)
15 min
21: Information Security Management (ISM): Processes, Roles, Triggers & Metrics
19 min
22: Supplier Management (SuppM)
26 min
23: Implementing Service Design
8 min
24: Requirements Engineering
11 min
25: Data, Information & Application Management
17 min
26: Service Management Technology
12 min
Total:
6 hrs 45 mins
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Meet Your Instructor

Dr. Suzanne Van Hove

Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.

 

Get Your Course Materials

Course Materials

When you purchase this course you will receive access to these materials.

  • Student Guide
  • Exercise Guide
  • Enlarged Slides UPDATED
  • Sample Exams
  • Training Plan
  • Course Syllabus
  • 2011 Summary of Updates
  • PMP PDU Information
Course Links

Course Links

These links are activated when you purchase this course.

  • Course Survey
  • ITIL Credit Profiler to Assess Credits
Course Transcript

Transcript

This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript.

Certificate of Completion

Certificate of Completion

You will be awarded a Letter of Course Attendance when you finish this course. You will be able to print or email the Letter of Attendance and share your accomplishment with everyone.

Course Description

This Service Design (SD) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Design environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision.  The Service Design course focuses on the managerial and control aspects of the operational environment. This course has a number of study units and supporting exercises that reinforce the knowledge gained.

When PeopleCert offered this exam in English, this course received PeopleCert Accredidation.  However, PeopleCert no longer offers this exam in English and therefore GogoTraining no longer pays PeopleCert to list this course as an accredited course.  If you are looking to understand ITIL V3 Service Design, then this course is a great place to start.

In This Course You Will Learn:

  • Discuss the Service Lifecycle and Service Management as a Practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice
  • Describe basic Service Design Principles: Understand the common principles and guidelines that will influence the performance of SD processes, including service requirements, business requirements and drivers; requirement types and their management techniques; the principles and the five aspects of service design; business service management and service-oriented architectures; service design models
  • Review Service Design Processes: Understand the managerial and supervisory aspects of the SD processes. Other areas of discussion include the roles and responsibilities (and their relationship to other Service Management processes, challenges, critical success factors and risks within each of the processes. The processes include:
  • Design Coordination
  • Service Catalog Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management
  • Explore Technology and Implementation Considerations: Understand the role of technology to Service Design and explore concepts that have great impact on SD process implementation and service design activities

Prerequisites

ITIL® Foundations training recommended prior to taking the Service Design class.  It is also strongly recommended that students read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Design publications.

Outline

Module 00: Course Introduction

Module 01: Exam Tips

Module 02: Service Management as a Practice Part 1

•Topic One: Components of the Service Lifecycle
•Topic Two: What is a Service?
•Topic Three: What Comprises Value?
•Topic Four: What is Service Management?
•A Process
•A Function
•Generic Roles

Module 03: Service Management as a Practice Part 2

•Purpose and Objectives of Service Design
•Scope of Service Design
•Generic SD Roles
•Service Design – Value to the Business
•SD Inputs and Outputs
•SD Challenges, Critical Success Factors, and Risks
•Key Concepts for Service Design

Module 04: Exercise: ITSM and Failure

Module 05: Service Design Principles Part 1

•Overview
•Balanced Design
•Service & Business Requirements
•Design Activities & Constraints

Module 06: Design Aspects Part 1

•The 5 Aspects of Service Design
•Designing Service Solutions
•Designing the Management Information Systems
•Designing the Technology and Architecture

Module 07: Design Aspects Part 2

•Designing Processes
•RACI Diagram
•Designing Measurement Systems and Metrics

Module 08: Design Aspects Part 3

•Service Oriented Architecture (SOA)
•Service Design Models
•Exercise: Designing Service Acceptance Criteria

Module 09: Design Coordination (DC)

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts
•Process Overview
•Roles
•Triggers, Inputs/Outputs, Interfaces
•Metrics

Module 10: Service Catalog Management (SCatM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 11: Service Catalog Management (SCatM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 12: Service Level Management (SLM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 13: Service Level Management (SLM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics
•Sample Service Catalog Entry
•Sample SLA
•Sample OLA

Module 14: Availability Management (AM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts
•Process Overview

Module 15: Availability Management (AM) Part 2

•Process Activities
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 16: Capacity Management (CapM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 17: Capacity Management (CapM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 18: IT Service Continuity Management (ITSCM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 19: IT Service Continuity Management (ITSCM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 20: Information Security Management (ISM) Part 1

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts

Module 21: Information Security Management (ISM) Part 2

•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics

Module 22: Supplier Management (SuppM)

•Purpose & Objectives
•Value to the Business
•Policies/Principles/Basic Concepts
•Process Overview
•Roles
•Triggers, Inputs/Outputs & Interfaces
•Metrics
•Exercise: Supplier Management Process Flow

Module 23: Implementing Service Design

•General Implementation Considerations
•Implementation Framework
•Measurement of Service Design
•Prerequisites for Success (PFS)

Module 24: Requirements Engineering

•Requirement Types
•Requirement Investigation
•Documenting Requirements
•Requirements Catalogue

Module 25: Data, Information & Application Management

•Managing Data and Information
•Application Management
•Application Portfolio
•Application Design

Module 26: Service Management Technology

•Tools for Service Design
•Service Management Technology
•Tool Selection Process

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