ITIL Service Lifecycle: Service Design

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service design phase of the service lifecycle. You will cover management and control of the activities and techniques within the service design stage, not the detail of each of the supporting processes. Through lecture, exercises, and scenario-based questions, you will learn the core disciplines of the ITIL best practices.


What You'll Learn


·       Service management as a practice and service design principles, purpose, and objective

·       How all service design processes interact with other service lifecycle processes

·       The sub-processes, activities, methods, and functions used in each of the service design processes

·       Roles and responsibilities within service design and the activities and functions to achieve

·       operational excellence

·       How to measure service design performance

·       Technology and implementation requirements in support of service design

·       Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with service design

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


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


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


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


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


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


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


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


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


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


Organizing for Service Design

Functional Role Analysis

Using the RACI Matrix in Process Design

Functions within Service Design

Business Impact Analysis


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


Challenges, Risks, and CSFs of Service Design


Exam Preparation

Program Details
Duration 3 Days
Capacity Max 12 Persons
Training Type Classroom / Virtual Classroom


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