ITIL V3 Service Lifecycle - Design

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1 ITIL V3 Service Lifecycle - Design Course Length: 3 Days Course Overview This hands-on course leads to a Certificate in ITIL V3 Service Lifecycle Management - Service Design. Upon successful completion, students can expect to gain competency in introduction to Service Design, Service Design principles, Service Design processes, Service Design technology related activities, organization and technology for Service Design, understanding implementation approaches, challenges, and critical success factors & risks. The main focus is the Lifecycle itself, the use of process and practice elements used within it, and the management capabilities needed to deliver quality Service Management practices in an organization. Prerequisites Students must hold the ITIL Foundation Certificate in IT Service Management. Audience This program is for IT professionals in an IT environment requiring a detailed understanding of the processes, functions and activities associated with the Service Design domain of the ITIL Service Lifecycle. The Service Lifecycle series will be of interest to candidates wishing to obtain knowledge of V3 practices within the Service Lifecycle context. Course Outline Part 01 Course Course Course Organization Agenda - Overview Courseware Usage Courseware Conventions ITIL Lifecycle Exam ITIL Qualification Scheme 7m 10m

2 Getting Started Free Stuff ITIL ITIL You say ITIL, I say Origins of ITIL ITSM - A Real World of Experience Process Oriented ITIL Lifecycle Oriented ITIL The History of ITIL Why Refresh? Need-to-Know ITSM Good Practice IT Service Management Service Service Model Framing Service Value Function - Process - Role What is a Process? Process Characteristics IT Governance & Service Lifecycle The Service Lifecycle - 40m Part 02 Service Design Service Design The Service Lifecycle Managing Through the Lifecycle The Context of Service Design Service Design Principles & Processes Service Design - Value Service Solution Design Balanced Design Service Design Principles Service Design Package Requirements Management Systems Architecture & Technology Design Process Design Measurement Design SOA & BSM Service Provider Models Service Design Processes 1h 4m

3 Service Design Implementation Considerations Service Design Technology & Design Business Impact Analysis Service Level Requirements Service & Process Service Implementation Service Measures Service Design & Service Design Service Design Part 03 Service Design Service Design Design Service Design Five Aspects of Service Design Gather Requirements Designing Service Solutions Design Considerations Design Supporting Management Systems Support Systems Service Portfolio Service Portfolio Contents Design Architecture & Support Technology Enterprise Architecture Technology Management Design Support Processes Design Measurement Systems Metrics Tree Subsequent Design Evaluate Alternate Solutions Procure Preferred Solution Develop Service Solution Service Design Package Design Constraints 48m Part 04 Service Catalog Management Service Catalog Management 29m

4 Agree & Document Service Definition Interface with Service Portfolio Management Produce & Maintain Service Catalog Interfacing, & Service Level Management Service Level Management SLM Overview SLA - Frameworks SLRs & SLAs SLM Monitoring Improving Customer Satisfaction Managing Underpinning Contracts Service Reporting Service s Managing SLAs & UCs Contacts & Complaints & Compliments, & 44m

5 Part 05 Capacity Management Capacity Management Sub-Process Areas Underpinning Tuning & Optimization Performance Tuning Threshold Management & Control Demand Management Modeling & Trending Application Sizing, & 47m Availability Management Availability Management Reactive Monitoring Measurement Analysis Expanded Incident Lifecycle Service Failure Analysis (SFA) SFA Structure Reporting Proactive Determine Availability Requirements Availability Design 1h 7m

6 Design for Availability Failure Analysis Risk Analysis & Management, & IT Service Continuity Management IT Service Continuity Management Initiation Requirements & Strategy Business Impact Analysis Risk Analysis Strategy Implementation On-going Operation, & 32m Part 06 Security Management Security Management 40m

7 Security Management Framework Security Process Establish Security Policy Enforce Security Policy Assess & Classify Assets Security Controls & Risk Assessment Monitor & Manage Security Breach Analyze, Report & Reduce Impact Conduct Security s & Audits, & Supplier Management Supplier Management Evaluate New Suppliers & Contracts Supplier Evaluation Contract Evaluation Categorize Suppliers & Maintain SCD Supplier Categorization Matrix Establish New Suppliers & Contracts Manage Supplier & Contract Performance Renew/Terminate Contracts, & 43m

8 Part 07 Service Design Technology-Related Service Design Technology-Related Technology-Related Areas Requirements Engineering Requirement Types Functional Requirements Management & Operational Requirements Usability Investigation Techniques Issues Documenting Requirements Requirements Catalog Outsourcing Requirements Data & Management Key Factors in Data Management of Data Management of Data Management Application Management Application & Service Portfolios Application Frameworks Design of Applications Design Patterns Other Organizing for Service Design Organizing for Service Design Who Does What to Whom? The RACI Model Functional Roles Analysis Activity Analysis Roles & Responsibilities Process Owner Service Design Manager IT Planner IT Designer/Architect Service Catalog Manager Service Level Manager Availability Manager Continuity Manager Capacity Manager Security Manager Supplier Manager 32m 24m

9 Implementing Service Design Implementing Service Design Implementation Considerations Implementation Steps Establish High-Level s Assess Current Capabilities Determine Measureable Targets Implement Process Improvement Implement Measurement Framework & Improve Course Closure 19m Total Duration: 9h 6m

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