De 5 kurserna inom Service Lifecycle vänder sig till deltagare som behöver kunskaper om praxis och tillämpning inom ITIL Service Lifecycle. Primärt fokus är livscykeln, tillämpning av processer, funktioner, roller och aktiviteter samt ledningsförmågor som krävs för att leverera Service Management med hög kvalitet i en organisation.
Service Design
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Beskrivning
Service Design
De 5 kurserna inom Service Lifecycle vänder sig till deltagare som behöver kunskaper om praxis och tillämpning inom ITIL Service Lifecycle. Primärt fokus är livscykeln, tillämpning av processer, funktioner, roller och aktiviteter samt ledningsförmågor som krävs för att leverera Service Management med hög kvalitet i en organisation.
Längd | 3 dagar |
Målgrupp | Denna 3-dagars kurs vänder sig till IT-proffs som behöver en bra förståelse för processer, funktioner och aktiviteter relaterade till Service Design inom Service Lifecycle. |
Certifiering | Denna kurs är certifieringsgrundande. Dag 3 har du möjlighet att skriva certifieringsprovet som leder till en certifiering i Service Design. Provet är på 120 minuter. |
Förkunskaper |
Du lär dig
Detaljerad förståelse om processer, funktioner och aktiviteter relaterade till Service Design inom Service Lifecycle.
- 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, critical success factors and risks.
Kursinnehåll
Introduction to service design
- The purpose, goals and objectives of service design
- The scope of service design
- The business value of service design activities
- The context of service design in the ITIL service lifecycle
- Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria
Service design principles
- Design service solutions related to a customer’s needs
- Design and utilize the service portfolio to enhance business value
- The measurement systems and metrics
- Service design models to accommodate different service solutions
Service design processes
- The interaction of service design processes
- The flow of service design as it relates to the business and customer
- The five design aspects and how they are incorporated into the service design process
Service design technology-related activities
- Requirements engineering in the design process and utilizing the three types of requirements as identified for any system; functional, management/operations and usability
- The design of technical architectures for data and information management, and application management
Organizing for service design
- How to design, implement and populate a RACI diagram for any process that is within the scope of IT service management
- The service design roles and responsibilities, where and how they are used and how a service design organization would be structured to use these roles
Technology considerations
- Service design related service management tools, where and how they would be used
- The benefits and types of tools that support service design
Implementation and improvement of service design
- The six-stage implementation/improvement cycle and how the activities in each stage of the cycle are applied
- How business impact analysis, service level requirements and risk assessment can affect service design solutions
Challenges, critical success factors and risks
- Be able to provide insight and guidance for design challenges, risks and critical success factors
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Ytterligare information
Stad | Stockholm |
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Kursarrangör | Aim 4 Knowledge |