1. ITIL® Online Training Course Enhancement Service Design

2. Service Design – Two Modules Service Design Fundamentals – (4 hours) Service Design Processes –(3 hours)

3. Aligning with Business Needs IT Strategy or Steering Group (ISG) –Business and IT plans –Demand Planning –Project authorization and prioritization –Projects –Potential Outsourcing –Business and IT Strategy –Business and IT Service Continuity –IT Policies and Standards

4. First Module – Service Design Fundamentals Module I Topics: –Design Service Solutions and Service Portfolio –Design Technology Architectures –Design Processes (more detail in second module) –Design Measurement System and Metrics

5. Why are Service Design Fundamentals Important? Guidelines and processes help to –Streamline activities and eliminate problems –Communicates consistent information about services to employees –Evaluate impact of new services on support staff and infrastructure –Ensure third party vendor’s roles and responsibilities are clearly identified and considered

6. Examples of Service Design in MIS Design Service Solutions & Service Portfolio –MIS Service Catalog –Business Requirements and Solution Analysis Design Technology Architectures –MIS Policies for email and storage –Negotiate vendor hardware/software requirements Design Process –MIS Service Catalog attributes Design Measurement Systems and Metrics –KBOX reports –Customer Service Satisfaction Survey

7. Module 2 – Service Design Process –Service Level Management Process Activities Negotiating Requirements Monitoring Reporting Reviewing –Provide Service Level Management Identify the basics of service level management and how to conduct process activities –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

8. Module 2 – Service Design Process Continued –Measure Availability, Reliability, and Maintainability Calculate availability, reliability, and maintainability –Capacity Management and Supplier Management Recognize the focus of Capacity Management sub- processes Recognize the components of the Supplier and Contracts Database Recognize the responsibilities of the capacity manager and the supplier manager –Information Security Management 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

9. Why are Service Design Processes Important? Improve new IT service decision making and development process –Consider effects on support staff, infrastructure, costs etc. Improve customer relationships and satisfaction Provide key information for the design of new or changed service solutions Design service solutions that meet both MIS and customer needs

10. Examples of Service Design Processes in MIS –Service Level Management Process Activities Business analysis and user requirement gathering Tracking of service incidents and requests in KBOX Review of issues conducted in status and management meetings –Provide Service Level Management MIS Service Catalog conditions of lead time, duration, support hours, location, restrictions, prerequisites and quality –Service Catalog and Availability Management MIS Business Service CatalogMIS Business Service Catalog Technical Catalog Managers perform availability management

11. Examples of Service Process in MIS Continued.. –Measure Availability, Reliability, and Maintainability KBOX reports Customer Satisfaction Surveys –Capacity Management and Supplier Management Data storage and infrastructure management Vendor relationships and maintenance contracts –Information Security Management ITSCM Network, intranet, and application security

12. Tips on How to Approach the Lessons Think High Level then Drill Down Think of MIS as a Development Shop Think of an IT division with many people who have specialized jobs versus fewer people with multiple responsibilities

13. Beware of Acronym Hell ITSCM – IT Service Continuity Management ISM – Information Security Management ISMS – Information Security Management System SLA – Service Level Agreements SCD – Supplier and Contract Database SCM – Service Capacity Management SM- Supplier Management BCM – Business Capacity Management CCM – Component Capacity Management Refer to your transcripts and notes

14. Read Questions Carefully Questions and answers are very precise Pay attention to acronyms Consider the concept hierarchy Eliminate what does not fit

15. Example of a Tricky Question 1. Know your acronyms 2. Know concept hierarchy 3. Think about what concept does not belong in the answer 4. Click the wrong answers for explanations

16. Change Log Date, name, change, revision number 05/24/2010 – SLU DRAFT01 created 05/25/2010 – SLU DRAFT 02 created 07/06/2010 – SLU DRAFT 03 created