Course Content

• Introduction and Overview
  • Purpose and goals
  • Scope of service design
  • Doing it right the first time
  • Designing new and changed service
• 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
    • 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
    • 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
  • 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
• 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