Detailed Course Outline
1. Introduction to Service Design
- Purpose, Goals and Objectives Scope of Service Design
- Interfaces with Other Lifecycle Phases
- Service Design and Business Value
2. Service Design Principles
- Balanced Design
- Service Requirements
- Design Activities, Aspects, Constraints
- Service Design Models
3. Service Catalogue Management
- Capacity Management
- Availability Management
- Service Continuity Management
- Information Security Management
- Supplier Management
4. Service Design Technology-Related Activities
- Requirements Engineering
- Data and Information Management
- Applications Management
5. Organising Service Design
- Roles and Responsibilities
- Organisational Context
6. Tools and Technology for Service Design
7. Implementation Challenges, CSFs and Risks