ITIL® 2011 Edition Foundation: Service Design Processes


Overview/Description
Target Audience
Prerequisites
Expected Duration
Lesson Objectives
Course Number

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. This course will assist the learner in preparing for the ITIL® Foundation Level certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus. ITIL® is a registered trade mark of AXELOS Limited.

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® Foundation exam

Prerequisites
None

Expected Duration (hours)
2.5

Lesson Objectives

ITIL® 2011 Edition Foundation: Service Design Processes

  • recognize the basic concepts of Service Level Management
  • 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
  • Identify the basics of Service Level Management and how to conduct process activities
  • recognize the scope of design coordination
  • describe the activities in the design coordination process
  • identify the challenges and risks of design coordination
  • 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, and basic concepts

    • Course Number:
    ib_itlv_a05_it_enus