ITP ITL9336
ITIL® Service Design Lifecycle

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Descrizione del corso

Questo corso è offerto da Pipeline in qualità di ITpreneurs Partner.

Questo corso di 3 giorni consente agli allievi di approfondire i concetti, i processi, le policy, e i metodi associati con la fase di Service Operation del ciclo di vita di un servizio. Il corso tratta la gestione e il controllo delle attività e delle tecniche dello stage Service Operation, ma non il dettaglio di ognuno dei processi di supporto. Il corso è stato progettato utilizzando un approccio di tipo scenario-based che consente di apprendere le discipline core delle best practice ITIL e tutte le competenze necessarie ad affrontare l’esame di certificazione ITIL Service Operation Lifecycle.

ITIL® is a registered trade mark of AXELOS Limited.

Durata del corso: 3 giorni

Lingua del corso: Inglese



Contenuti del corso

Course introduction

  • Introductions
  • Course Introduction
  • Course Learning Objectives
  • Unique Nature of the Course
  • Course Qualification Scheme
  • Course Agenda and Exam Details
  • Course Agenda
  • ITIL Intermediate Classroom Course
  • ITIL Intermediate Expert Program Course
  • ITIL Intermediate Classroom Blended Course
  • ITIL Intermediate Virtual Classroom Blended Course

Unit 1: Introduction to Service Design

  • Purposes and Objectives
  • Scope and Value to the Business
  • Service Design Goals
  • Context
  • Inputs, Outputs, Contents, and Use of SDP
  • Contents and Use of SAC
  • Group/Individual Exercise
  • Sample Test Question

Unit 2: Service Design Principles

  • Holistic Service Design
  • Balanced Design
  • Identifying Service Requirements
  • Identifying and Documenting Business Requirements and Drivers
  • Design Activities
  • Design Aspects
  • Designing Service Solutions
  • Designing Management Information Systems and Tools
  • Designing Technology Architectures and Management Architectures
  • Designing Processes
  • Designing Measurement Methods and Metrics
  • Subsequent Design Activities
  • Design Constraints
  • Service-Oriented Architecture
  • Service Design Models
  • Group/Individual Exercise
  • Sample Test Question

Unit 3: Service Design Processes – Part 1

  • Design Coordination
  • Purpose and Objectives
  • Scope of Design Coordination
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Service Catalogue Management
  • Purpose and Objectives
  • Scope of the Process
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Service Level Management
  • Purpose and Objectives
  • Scope of the Process
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs and Interfaces
  • CSFs and KPIs
  • Challenges and risks
  • Sample Test Question

Unit 4: Service Design Processes – Part 2

  • Capacity Management
  • Purpose and Objectives
  • Scope of Capacity Management
  • Business Value of Capacity Management
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Availability Management
  • Purpose and Objectives
  • Scope of the Process
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Critical Success Factors and Key Performance Indicators
  • Challenges and Risks
  • Supplier Management
  • Purpose and Objectives
  • Scope of the Process
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Interfaces
  • CSFs and kpis
  • Challenges And Risks

Unit 5: Service Design Processes – Part 3

  • IT Service Continuity Management
  • Purpose and Objectives
  • Scope
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Stage 1 – Initiation
  • Stage 2 – Requirements and Strategy
  • Stage 3 – Implementation
  • Stage 4 – Ongoing Operation
  • Invocation
  • Triggers, Inputs, Outputs, and Interfaces
  • Critical Success Factors and Key Performance Indicators
  • Challenges and Risks
  • Information Security Management
  • Purpose and Objectives
  • Scope of ISM
  • Value to the Business
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces
  • CSFs and KPIs for Successful ISM
  • Challenges and Risks
  • Group/Individual Exercise

Unit 6: Service Design Technology-Related Activities

  • Requirements Engineering
  • Management of Data and Information
  • Management of Application
  • Group/Individual Exercise

Unit 7: Organizing for Service Design

  • Responsibility model – RACI
  • Functions
  • Roles
  • Group/Individual Exercise
  • Sample Test Question

Unit 8: Technology Considerations

  • Types of Tools Benefiting Service Design
  • Requirements for Service Management Tools
  • Sample Test Question

Unit 9: Implementation and Improvement of Service Design

  • Business Impact Analysis
  • Service Level Requirements
  • Risks to the Services and Processes
  • Implementing Service Design
  • Measurement of Service Design
  • Challenges of Service Design
  • Service Design Risks
  • Service Design CSFs and KPIs
  • Group/Individual Exercise
  • Sample Test Question

Unit 10 : Exam Preparation Guide

Partecipanti

Il corso si rivolge a:

  • individui che hanno conseguito la certificazione ITIL Foundation e desiderano conseguire certificazioni ITIL di livello intermedio o avanzato
  • individui che desiderano approfondire la fase di Service Design e come poterla implementare per elevare la qualità dei servizi offerti
  • professionisti IT neofiti nell’ambito Service Operation e che desiderano approfondirne i concetti e i processi
  • professionisti che in una organizzazione ricoprono ruoli quali CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers e ITSM trainers

Prerequisiti

Per partecipare con profitto a questo corso sono necessari i seguenti prerequisiti;

  • aver conseguito la certificazione ITIL Foundation
  • aver maturato almeno due anni di esperienza nel settore IT

Obiettivi

Al termine del corso gli allievi saranno in grado di:

 

  • Understanding Service Management as a Practice and Service Design principles, purpose and objective
  • Understanding how all Service Design processes interact with other Service Lifecycle processes
  • The sub-processes, activities, methods and functions used in each of the Service Design processes
  • The roles and responsibilities within Service Design and the activities and functions to achieve operational excellence
  • How to measure Service Design performance
  • Understanding technology and implementation requirements in support of Service Design
  • The challenges, critical success factors and risks related with Service Design

 

 

 

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