Overview/Description
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.
Target Audience
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.
recognize the basic concepts of Service Level Management
identify the scope of the Service Level Management process
identify the objectives of Service Level Management
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
recognize the KPIs to judge the effectiveness of Service Level Management activities
recognize examples illustrating the challenges to effective Service Level Management
identify the basics of Service Level Management, how to conduct process activities, and how to recognize and overcome challenges to effective Service Level 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
calculate availability, reliability, and maintainability
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
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
recognize Service Design processes, objectives, roles, and basic concepts