This three-day intermediate course provides the participants with a more in-depth insight into the ITIL® V3 service design phase. Sound knowledge of the overall concept, processes, policies and methods is formulated in conjunction with the service design lifecycle phase.
The key focus areas include the aim and purpose of service design, the basic principles, processes, activities, functions, support technologies as well as views on implementation.
Target groups:
This service design lifecycle course is aimed at
- participants who possess an ITIL® V3 foundation (or V3 bridge) certificate and who wish to acquire more in-depth knowledge of approaches to service management best practice.
- participants who wish to undergo further training to become an ITIL® Expert or ITIL® Master.
- participants who wish to acquire a more in-depth understanding of service design.
Typical roles: CIO, Senior IT Manager, IT Development Manager and IT Change Management Team Leader, employees in the areas of development, deployment and operation.
Learning objectives:
By successfully passing the ITIL® V3 service design training course the candidates can achieve the following learning objectives:
- • Introduction to Service Design
- Conceptuality and context in the service lifecycle concept
- Aim and purpose of the service design phase
- Scope of the service design phase
- Added value for the business
- Challenges, critical success factors and risks in ST
- Service Design Principles
- Balance in service design
- Identification of service requirements
- Description of design activities, aspects as well as restrictions
- Service Design Processes
- Service catalogue management
- Service level management
- Capacity management
- Availability management
- Service continuity management
- Information security management
- Supplier management
- Service Design Technology-related activities
- Requirements Engineering
- Data und Information Management
- Application Management
- Organization Service Design
- Roles and responsibilities within service design
- Technological viewpoints
- Implementation, challenges, critical success factors and risks
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