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Γενικά για το σεμινάριο:

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Design Certificate. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

Το σεμινάριο Απευθύνεται:

ITIL service design best practices enable IT departments to design services and govern practices, policies and procedures that facilitate the introduction of services into a live environment, thereby ensuring quality service delivery, customer satisfaction and cost-effective service provision. In this course, you learn how to plan, implement and optimize the service design processes and gain the skills required to take the ITIL Intermediate Qualification: Service Design Certification Exam.

Μεθοδολογία Σχεδιασμού και Υλοποίησης

Πριν την έναρξη του προγράμματος ειδικά ερωτηματολόγια ανάλυσης αναγκών αποστέλλονται σε όλους τους υποψήφιους συμμετέχοντες προκειμένου να γίνει η καταγραφή των εξής στοιχείων:

  • Ακαδημαϊκό Υπόβαθρο
  • Επαγγελματική Εμπειρία στην προηγούμενη καριέρα
  • Τρέχουσα θέση στην Επιχείρηση
  • Προσδοκίες που επιθυμείτε να καλύψει το σεμινάριο
  • Άλλες παρατηρήσεις σχετικά με την υλοποίηση του Σεμιναρίου

Συνοπτικό Πρόγραμμα Σεμιναρίου:

Introduction and Overview
Purpose and goals
Scope of service design
Doing it right the first time
Designing new and changed service
How service design creates business value
Key Service Design Principles
Five aspects of service design
Designing service solutions
Designing supporting systems and the service portfolio
Technology architectures, processes and design aspects
Measurement, methods and metrics


Service-oriented architecture principles
Holistic service design
Design activities and their constraints
The importance of balanced design
Service requirements, business requirements and drivers
Four Ps of Design
People
Products
Processes
Partners


Service Design Processes
Service catalog management
Managing the service catalog
Providing a central source of information on IT services delivered to the business by the service provider
Ensuring the business can view an accurate and consistent picture of IT services available, including details and status
Service level management
Negotiating, agreeing and documenting appropriate IT service targets with the business
Monitoring and producing reports on delivery against agreed level of service
Capacity management
Matching capacity of IT to agreed business demands
Capacity management: right resource, right time, right cost
Availability management
Ensuring that availability targets are measured and achieved in a cost-effective manner
Building availability into the design
IT service continuity management
Maintaining ongoing recovery capability to match agreed needs, requirements and time scales
Developing service continuity and recovery plans
Aligning plans with business needs over time


Primary Activities of Service Design
Technology-related activities
Requirements engineering: requirement types, activities and techniques
Data and information management activities
Techniques within application management
Investigating service design requirements
Achieving balance between design and existing strategies
Ensuring inclusion of governance and security controls
Assembling the service design package
Producing, maintaining and revising all services, design processes and documents
Liaising with other design and planning activities
Aligning with corporate and IT strategies


Organizing Service Design
Roles appropriate within service design and service design-focused processes
Functional role analysis and the use of the RACI matrix
Defining service design responsibilities
Aligning information security with business security
Managing suppliers to ensure quality and value for money


Service Design and Technology
Technology considerations for service design
The tools that benefit service design
Requirements for service design

Implementation Challenges and Risks
The six-stage implementation approach
Measurements of service design
Outlining the challenges and risks facing service design
Establishing critical success factors and key performance indicators (KPIs)
Developing risk-benefit analyses for adoption of service design

Διάρκεια:  Τρεις ημέρες (24 ώρες).

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