ITIL Hizmet Tasarımı Eğitimi

Açıklama

ITIL Hizmet Tasarımı Eğitimi, hizmet kataloğu, kapasite ve süreklilik konularını ele alan 3 günlük bir eğitim programıdır.

Service Design programında hizmet seviyesi, tedarikçi, erişilebilirlik ve bilgi güvenliği yönetimi ile tasarım ilkeleri ele alınır.

Bu eğitimde neler öğreneceksiniz?

Uygulama olarak hizmet yönetimi ve hizmet tasarımı ilkeleri, amaçları ve hedefleri
Hizmet tasarımı süreçlerinin diğer yaşam döngüsü süreçleriyle nasıl etkileşime girdiği
Hizmet tasarımı süreçlerinde kullanılan alt işlemler, etkinlikler, yöntemler ve işlevler
Hizmet tasarımındaki roller ve sorumlulukların yanı sıra operasyonel mükemmelliğe ulaşmayı sağlayacak faaliyetler ve işlevler
Hizmet tasarımı performansını ölçme
Hizmet tasarımını destekleyen teknoloji ve uygulama gereksinimleri
Zorluklar, ana performans göstergeleri (KPIs), kritik başarı unsurları (CSFs) ve hizmet tasarımı ile ilgili riskler

Eğitim İçeriği

Introduction to Service Design

Key Service Management Concepts
Purpose, Goals, and Objectives of Service Design
Scope of Service Design
Service Design Processes Supporting the Service Lifecycle
Value of Service Design
Service Design Fundamentals
Processes within Service Design
Service Design Inputs and Outputs

Service Design Principles

Holistic Design, Service Composition, and the Four Ps of Service Design
Five Major Aspects of Service Design
Importance of Taking a Balanced Approach to Service Design
Service Requirements, Business Requirements, and Drivers
Design Activities and their Constraints
Service-Oriented Architecture Principles
Service Design Models

Design Coordination Process

Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities

Service Catalogue Management Process

Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Service Catalogue Management Roles

Service Level Management Process

Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Service Level Management Roles

Supplier Management Process

Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Supplier Management Roles

Availability Management Process

Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Availability Management Roles

Capacity Management Process

Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Capacity Management Roles

IT Service Continuity Management Process

Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key IT Service Continuity Management Roles

Information Security Management Process

Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities. Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Information Security Management Roles

Organizing for Service Design

Functional Role Analysis
Using the RACI Matrix in Process Design
Functions within Service Design
Business Impact Analysis

Technology and Implementation Consideration

Good Practices for Process Implementation
Generic Requirements for Technology to Assist Service Design
Applying Evaluation Criteria for Technology and Processes
Planning and Implementing Service Management Technologies

Challenges, Risks, and CSFs of Service Design

Exam Preparation

Katılım Koşulları

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