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Formation ITIL® 3/2011 LifeCycle, Service Design, certification
tutorat inclus
E-learning
100% à distance
- Programme
- Participants / Prérequis
ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream: - The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The primary focus is the Lifecycle itself as well as the processes and practice elements used within it. - The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle. The ITIL® SD (Service Design) course is part of the ITIL® Intermediate Lifecycle stream. The course prepares candidates to take the ITIL® Service Design Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. The Service Design Certificate is a free-standing qualification but is also part of the ITIL® Intermediate Lifecycle Stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management (ITSM). The purpose of this module, exam and certificate is, to impart, test, and validate the knowledge on industry practices in IT Service Management as documented in the ITIL® Service Design publication.
Objectifs pédagogiques
À l’issue de la formation, le participant sera en mesure de :- Introduction to Service Design
- Service Design principles
- Service Design Processes
- Service Design technology-related activities
- Organizing for Service Design
- Technology considerations
- Implementation and improvement of Service Design
- Challenges, risks and critical success factors.
- In addition the training for this certification includes examination preparation, and a mock examination.
Examen
Méthodes pédagogiques
Certification
COURSE INTRODUCTION
- Service Design -Introduction
- Purpose and objectives
- Scope of Service Design
- Service Design Processes
- Value to the Business
- Inputs and Outputs within the Service Lifecycle
- The Service design Package
- Service Acceptance Criteria
- The ITIL® Certification scheme
- The exam format
PRINCIPLES
- Service Design Principles and Service Composition
- Importance and approach to a balanced design
- Service Requirements, business requirements and drivers
- Design activities and constraints
- Principles and the five aspects of Service Design
- The 5 Design aspects
- Designing service solutions components
- Designing management systems (Service Portfolio)
- Designing measurement systems
- Designing technology architectures
- Designing processes
- Service Oriented Architecture (SOA)
- Service Design Models
- Delivery models, Sourcing options
- Design and development Options
- Design and development Approaches
PROCESSES
- Key links, Inputs and Outputs of Service Design
- In-depth Design Coordination
- Service Catalog Management
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
TECHNOLOGY RELATED ACTIVITIES
- Requirements Engineering
- Documenting Requirements
- Data and Information Management
- Application Management
ORGANIZING FOR SERVICE DESIGN
- Functions and Organizational structures
- The RACI model
- Roles and Activity Analysis
- Roles and Responsibilities within Service Design
