Detailed Course Outline
Course Introduction
- Course Learning Objectives
Unit 1: Introduction to Service Design
- Purpose, Objectives, Scope, Value to the Business
- Context of Service Design and the Service Lifecycle
- Contents and use of SAC
Unit 2: Service Design Principles
- Holistic Service Design
- Balanced Design
- Identifying Service Requirements
- Identifying and Documenting Business Requirements and Drivers
- Design Activities and Aspects
- Designing Service Solutions
- Designing Management Information Systems and Tools
- Designing Technology Architectures and Management Architectures
- Designing Processes
- Designing Measurement Methods and Metrics
- Subsequent Design Activities
- Design Constraints
- Service-Oriented Architecture
- Service Design Mod
Unit 3: Service Design Processes
- Design Coordination
- Scope of Design Coordination
- Service Catalog Management
- Service Level Management
Unit 4: Service Design Processes
- Capacity Management
- Business Value of Capacity Management
- Availability Management
- Supplier Management
Unit 5: Service Design Processes
- IT Service Continuity Management
- Information Security Management
- Scope of ISM
Unit 6: Service Design Technology Related Activities
- Requirements Engineering
- Management of Data and Information
- Management of Application
Unit 7: Organizing for Service Design
- Responsibility model – RACI
- Functions
- Roles
Unit 8: Technology Considerations
- Types and Tools Benefiting Service Design
- Requirements for Service Management Tools
Unit 9: Implementing and Improving Service Transition
- Business Impact Analysis
- Service Level Requirements
- Risks to the Services and Processes
- Implementing Service Design
- Measurement and Challenges of Service Design
- Risks
- CSFs and KPIs
Unit 10: Exam Preparation Guide