ITIL V3 - Service Design Processes

IT organizations require information to create the design specifications necessary to provide IT services to their customers. Service Design processes are important because they provide organizations with information that will affect their decisions on designing solutions for new or changed services. This course is intended to introduce learners to the Service Design processes.

None

For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation exam.

WEB

Introduction to Service Level Management| - recognize the basic concepts of Service Level Management| - identify the scope of the Service Level Management process| - identify the objectives of Service Level Management|Service Level Management Process Activities| - recognize how to conduct the activities involved in the negotiating phase of the SLM process| - recognize how to conduct the activities in the monitoring and reporting phases of the SLM process| - recognize the activities in the reviewing phase of the SLM process|Effective Service Level Management| - recognize the KPIs to judge the effectiveness of Service Level Management activities| - recognize examples illustrating the challenges to effective Service Level Management|Provide Service Level Management|Service Catalog and Availability Management| - recognize the characteristics of the Service Catalog| - recognize which Availability Management formula to use in given scenarios| - recognize the responsibilities of the Service Catalog manager and the availability manager|Measure Availability, Reliability, and Maintainability|Capacity Management and Supplier Management| - recognize the focus of Capacity Management subprocesses| - recognize the components of the Supplier and Contracts Database| - recognize the responsibilities of the capacity manager and the supplier manager|Information Security Management and ITSCM| - recognize the components of the ISM and the objectives of the ISMS elements| - sequence the stages of ITSCM Lifecycle| - recognize the responsibilities of the security manager and the IT service continuity manager|Understanding Service Design Processes|

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