ITIL Service Lifecycle: Service Design

Bu eğitimde katılımcılar, hizmet yaşam döngüsünün hizmet tasarımı aşamasıyla ilgili genel kavramlar, süreçler, politikalar ve yöntemler hakkında bilgi sahibi olurlar. Eğitimde, hizmet tasarımı aşamasındaki faaliyetlerin ve tekniklerin yönetimi ve kontrolü ele alınır. Destekleyen süreçlerin her birisinin ayrıntısına girilmez. Eğitimde katılımcılar, çeşitli dersler, alıştırmalar ve senaryo tabanlı sınav soruları ile en iyi ITIL uygulamalarının ana disiplinlerini öğrenirler.


Bu eğitimde neler öğreneceksiniz?


  • Uygulama olarak hizmet yönetimi ve hizmet tasarımı ilkeleri, amaçları ve hedefleri
  • Hizmet tasarımı süreçlerinin diğer yaşam döngüsü süreçleriyle nasıl etkileşime girdiği
  • Hizmet tasarımı süreçlerinde kullanılan alt işlemler, etkinlikler, yöntemler ve işlevler
  • Hizmet tasarımındaki roller ve sorumlulukların yanı sıra operasyonel mükemmelliğe ulaşmayı sağlayacak faaliyetler ve işlevler
  • Hizmet tasarımı performansını ölçme
  • Hizmet tasarımını destekleyen teknoloji ve uygulama gereksinimleri
  • Zorluklar, ana performans göstergeleri (KPIs), kritik başarı unsurları (CSFs) ve hizmet tasarımı ile ilgili riskler

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

Eğitim Detayları
Süre 3 Gün
Kontenjan Max 12 Kişi
Eğitim Tipi Sınıf / Sanal Sınıf


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