Course Overview
1h 54m | 11 Videos | 56836 Views | 
All Levels What is Service Design?
Service Design sets the blueprint for organizing services in a firm. It includes designing a new service, making changes or improvements to existing ones.
About Service Design Course:
The ITIL Foundation – Service Design course introduces the concept of service design, covers Service Level Management, Capacity Management, Availability Management, Supplier Management, IT Service Continuity Management and related topics in detail. The Service Design course is divided into 11 lectures with over two hours of HD Video.
Service Design Course Overview:
Service Design provides the framework for providing services to customers. Service Design Activities- Business Requirements, Management Systems, Architecture & Technology, Process Design|| Service Design- Service Catalog Management, Service Level Management, Information Security Management, Capacity Management, Availability Management, ITSCM. Balanced Design-services should be adaptable to changing business requirements on a dynamic basis. Balancing three factors- functionality with required quality, resources (staff, technologies, available finances), Scheduling.
Four P’s of Service Management- Perspective, Position, Patterns, Plans.
-Aspects of Service Design: Following aspects are the focus of Service Design—IT Services created to fulfill business objectives, services created for both fit for purpose and fit for use, cost of ownership structured to get return on investment (ROI), Balanced Functionality, performance and cost, mitigation of risks, security threats ; design technology architecture, system management tools, design of measurement systems, methods, metrics for services, processes, architecture, underlying components; design of service solution including all agreed functional requirements, resources and capabilities.
Service Level Management- ITIL foundation course
-What is Service Level Management or SLM?
Service Level Management refers to negotiations, agreements, and documenting existing services with defined policies. Two type of agreements – Service Level Agreement (SLA), Operational Level Agreement (OLA).
SLA – is a document providing assurance or warrant regarding the level of service, a quality that will be delivered by the service provider. It is a deed executed between the service provider and customer. OLA is an agreement which is internal to the company.
Objectives of SLM: Define, document, agree, monitor, measure, report, review, level of IT Service reqd, provide and improve relationship and communication between customer and business, ensure specific and measurable targets are set for all IT services, monitor and improve customer interaction with the quality of service delivered.
-Activities of SLM- Determine, document, agree on requirements for new services SLR, make SLA, monitor service performance against SLA, produce service reports, conduct reviews and introduce improvements, create document standard and templates, develop contracts & relationships, record & manage complaints, compliments, collate, measure & improve customer satisfaction, assist with service catalogue, maintain document templates, review and revise SLAs, service scope, underpinning agreements.
Availability Management-
Make sure that IT services meet agreed availability goals. New or modified services shouldn’t affect existing services. Availability: (Agreed Service time- Down Time)/Agreed Service Time. Objectives- produce and maintain availability plan, undertaking tuning activity, provide advice and guidance, ensuring proactive measures-implementation, improving availability.
-Availability Management- Proactive- design and planning role, forecasting future growth and requirements, improving availability| Service Availability, Component Availability. Reactive- operational roles, monitoring, measuring, analysis, management of events, incidents, issues related to unavailability of service.
-Availability metrics- calculations— % Availability- (Agreed service time- Downtime) /Agreed Service Time *100%. Mean Time to Restore Service (MTRS)= Total Down Time/Number of Breaks. Mean Time Between System Incidents (MTBSI)- Available Time/Number of Breaks. Mean Time Between Failures (MTBF)- Available Time-Down Time/Number of Breaks.
Capacity Management:
helps in proper utilization of available resources, ensures future capacity requirement available is cost effective and timely. Capacity management is considered during service strategy and service design phases. Ownership- Capacity manager.
Capacity Management Activities-producing capacity plans, enabling service provider to continue to provide quality services as set out in SLA.assisting in any issues associated with service, component performance, understanding customer’s present and future demands for IT resources, forecasting future requirements, monitoring, influencing demand management, undertaking tuning activity for optimum utilisation of existing IT resources, proactive improvement of service, component performance.
Objectives– maintenance of up-to-date capacity plans based on current requirements, forecasts, guidance to other departments of business and IT, manage performance, a capacity of both services, resources, help in diagnosing, resolution of performance, capacity, performance related issues. Proactive measures to improve performance. Elements- Business Capacity management, Service Capacity Management, Component Capacity Management.
IT Service Continuity Management:
It helps in a continuity of service at any time of disaster. Evaluation of level of insurance required to protect service assets, preparation of manuscript to recover from disaster. Ownership: IT Service Continuity manager. Objective- better impact analysis, risk assessment, management exercises, maintain service continuity, recovery plans, continuity, recovery mechanisms, negotiate, agree with necessary contracts with the supplier, assess the impact of changes in service continuity & recovery plans. Process- initiation – policy setting, defining scope, terms of reference, project planning, resource allocation. Requirements and strategy- business impact, analysis, risk assessment. Implementation-execution of risk-reducing measures, recovery option arrangements, testing, and plans. Ongoing operation-education, awareness, change control of ITSCM plans, ongoing testing.
Information Security Management:
helps in confidentiality, authenticity, integrity, non-repudiation, availability of organization data, IT services. It helps in the reasonable use of information resources, appropriate management of risks with respect to information security.
ISM Policy- overall IS policy, assets disposal policy, information classification policy, anti-virus policy, internet policy, email policy, password control policies, access control policy, use and misuse of assets policy.
ISM Framework: Maintain, Evaluate, Plan, Implement, Control
Key elements-Objective of Control- establish organization structure for preparation, approval, implementation of information security policy. Plan- devising and recommendation appropriate security measures based on organizational requirements. Implementation- procedures, tools, controls. Evaluation- carry out regular audits on technical security of the IT system. Evaluation- carrying out regular audits, security compliance as per OLA, SLA. Maintain- improvements as mandated in SLA, OLA, implementation of security, controls. Preventive- helps check security breach, implement access rights, authorization, identification, authentication, access control. Reductive- minimizing possible damages, Detective- find out of security incidents.Repressive- countermeasures to prevent security incidents re-occurring. Corrective measures- ensure damage is repaired.
Supplier Management:
helps in the maintenance of the good relationship between suppliers, partners to ensure quality IT services. Ownership- Supplier Manager. Objectives- maintain supplier contracts databases, negotiation, and agreements with suppliers, manage the performance of suppliers, maintain relationships with a supplier, ensure contracts with the supplier are aligned with business needs. Supplier Management process- implantation, enforcement of supplier policy, maintenance of SCD, supplier, contract evaluation, contract review, renewal, termination, development, negotiation, agreement of contracts, maintenance of standard contracts, terms, conditions, management of contractual dispute resolution, management of sub-contracted suppliers, agreement, implementation of service and supplier improvement plans.
Requirements for Service Design Course:
This Service design course requires a basic knowledge of IT application support, Service industry and a passion to learn.
Why learn Service Design Course?
Service design is an important part of the lifecycle stages in ITIL. It covers major concepts of service catalog management, four P’s of service design, service level management, availability management, capacity management, IT Service Continuity management, ISM. It has a major bearing on many service roles in an organization-Supplier Manager, Information Security Manager, IT Service Continuity Manager, Capacity Manager etc.
Service Design Course FAQs
- Who is the target audience for the Service Design Course?
Professionals, or anyone interested in application support domain and want to become ITIL Certified Professional.
- Is this service design course affiliated to ITIL or any university?
No, this service design course has no affiliation to any university or industry body. However, the ITIL foundation courses have been designed by experts with the intention of enhancing the skills of professionals.
- What do we gain from Service Design Course?
The service design course is a comprehensive one covering Service Level Management, capacity management, Information Security Management etc. Service design course helps companies to design effective and efficient IT and business solutions to customers, help enhance knowledge of Service Design, an important life cycle stage in service. It helps learners get certified easier in ITIL foundation courses.
- Is the course provided with classroom support?
No this is a 100% online course – divided into sections or modules for ease of learning. Content is delivered through lectures and video which are of high quality. Therefore, learners don’t require any classroom support to do the program.
- Is there any restriction on a number of courses learners can do in one topic or topics?
No learners are free to pursue any number of courses as per their taste and requirements.
- Who provides certification at the end of the course?
EduCBA provides a completion certificate to all students who complete the course.
- Is any printed text or notes provided to learners?
No, this is a fully online course with lectures and video which is available for lifetime access for registered learners.
- Does this Service design course require any computer programming language?
No, this program doesn’t require any computer programming knowledge but an awareness of IT applications and service industry
- What are the payment methods for enrolling in EduCBA course?
There are a variety of options such as credit cards, net banking and debit cards which can be learned from the site.
- Is the Service design course accessible across the world and what is the medium of instruction?
Yes, this is a global program delivered through internet and learners can access the courses irrespective of their geographical location. The medium of instruction is English.
ITIL Foundation Courses Testimonials:
Nora A Dajani:
I am extremely happy to inform you all that I was delighted to undergo EduCBA courses. They have taken lot of effort and care to ensure that content is designed, edited and structured in such a manner that it appeals to beginners and professionals as well. Several important concept in Service Management have been covered lucidly in ITIL Foundation Course – Service Design Course. There are people who believe that new topics can be learnt from books. However, in my view it can never be a substitute for instructor-led learning. Books can only supplement what you have learned or be used for reference. Simulation softwares enable hands on experience in configuration and implementation side of technology and management. I am really happy to suggest Service Design course to anyone interested in this domain.
Anne Wijling:
Professionals can no longer rest on their laurels and knowledge learnt at college. They need to continuously invest time and energy into learning new skill sets and updating existing ones. Until recently, updating skills was confined to attending workshops, seminars or classes after office hours. Now with elearning becoming more universal, there are ample opportunities to upgrade skills. EduCBA has done an awesome job creating content and designing courses on every conceivable subject relevant to industry. I am really impressed by the ITIL Foundation- Service Design course. It covers all major concepts such as Service Level Management, Availability Management, Capacity Management, Information Security in a manner that even a lay person can understand. Acquiring skills this way can great enhance your career prospects. I have great appreciation for the video quality too.
Steven Mancini:
It is said that learning never stops especially for professionals in IT industry. You need to brush up your existing skills or look for new ones to show on your profile. Industry looks for learners and innovators not for people who become stagnant at a young age.
EduCBA courses are designed to help both students and professionals. In some places, the pace of instruction may be slow but since it caters to a wider audience, such shortcomings can be overlooked. It was a great experience to do the ITIL Foundation- Service Design course- all the important concepts have been covered in different sections so that learners can learn at their own pace. Each new concept is explained well and with examples giving clear insight into Service Management. It is now understood that improperly managed service function in any organization can have adverse impact on company image and branding.
The quality of lectures and video are so good that learner’s feel like they are attending a live session in an auditorium. Moreover, such quality content comes at an affordable price that no one can miss out. I have great satisfaction doing the EduCBA courses and gratefully recommend them to students and professionals. Technical learning becomes meaningful only when there is a good mix of practical and theory- EduCBA need s to be lauded on this count too.
| Where do our learners come from? |
| Professionals from around the world have benefited from eduCBA’s ITIL Foundation courses. Some of the top places that our learners come from include New York, Dubai, San Francisco, Bay Area, New Jersey, Houston, Seattle, Toronto, London, Berlin, UAE, Chicago, UK, Hong Kong, Singapore, Australia, New Zealand, India, Bangalore, New Delhi, Mumbai, Pune, Kolkata, Hyderabad and Gurgaon among many. |
