Course Outline

Overview of Service Design

• Define Service Design
• Key concepts
• Scope and objectives of Service Design
• Service Design Processes
• Service Design value
• Fundamentals of Service Design
• Inputs and Outputs of Service Design

Service Design Principles

• Holistic Design
• Service Composition and the four Ps of Service Design
• Major aspects of Service Design
• Benefits of taking balanced approach to Service Design
• Service and Business requirements
• Design activities and its constraints
• Principles of Server-Oriented Architecture
• Service Design Models

Overview of Design Coordination Process

• Define Design Coordination Process
• Scope and objective
• Business value
• Basic concepts and terminologies
• Input, output, methods and activities
• Interfaces of process
• CSFs and KPIs
• Risks and challenges
• Roles and responsibilities

Overview of Service Catalogue Management Process

• Define Service Catalogue Management Process
• Scope and objective
• Business value
• Basic concepts and terminologies
• Input, output, methods and activities
• Interfaces of process
• CSFs and KPIs
• Risks and challenges
• Key Service Management Roles

Service Level Management Process

• Define Service Level Management Process
• Scope and objective
• Business value
• Basic concepts and terminologies
• Input, output, methods and activities
• Interfaces of process
• CSFs and KPIs
• Risks and challenges
• Key Service Management Roles

Supplier Management Process

• Define Supplier Management Process
• Scope and objective
• Business value
• Basic concepts and terminologies
• Input, output, methods and activities
• Interfaces of process
• CSFs and KPIs
• Risks and challenges
• Key Service Management Roles

Availability Management Process

• Define Availability Management Process
• Scope and objective
• Business value
• Basic concepts and terminologies
• Input, output, methods and activities
• Interfaces of process
• CSFs and KPIs
• Risks and challenges
• Key Service Management Roles

Capability Management Process

• Define Capability Management Process
• Scope and objective
• Business value
• Basic concepts and terminologies
• Input, output, methods and activities
• Interfaces of process
• CSFs and KPIs
• Risks and challenges
• Key Service Management Roles

IT Service Continuity Management Process

• Define IT Service Continuity Management Process
• Scope and objective
• Business value
• Basic concepts and terminologies
• Input, output, methods and activities
• Interfaces of process
• CSFs and KPIs
• Risks and challenges
• Key Service Management Roles

Information Security Management Process

• Define Information Security Management Process
• Scope and objective
• Business value
• Basic concepts and terminologies
• Input, output, methods and activities
• Interfaces of process
• CSFs and KPIs
• Risks and challenges
• Key Service Management Roles

Organising Service Design

• Describe Organising Service Design
• Functional Role Analysis
• RACI Matrix in designing process
• Functions within Service Design stage
• Business Impact Analysis

Technology and Implementation Analysis

• Define Technology and Implementation Analysis
• Process Implementation Practices
• Generic requirements for Technology
• Applying evaluation criteria for technology and processes
• Plan and implement Service Design Management Technologies