- 1. Introduction to Service Design
- 2. Service design principles
- 3. Service Design Processes
- 4. Service design technology-related activities
- 5. Organizing for Service Design
- 6. Technology Considerations
- 7. Implementing and improving service design
- 8. Challenges, critical success factors and risks
1. Introduction to Service Design
- Purpose and objectives of service Design
- Scope of service design and ways that service design adds value to the business
- Context of service design in relation to all other lifecycle stages
2.Service design principles
- Design service solutions related to a customer’s needs
- Design and utilize the service portfolio to enhance business value
- Measurement systems and metrics
- Service design models to accommodate different service solution
3. Service Design Processes
- Knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions
4. Service design technology-related activities
- Requirements engineering in the design process and utilizing the three types of requirements as identified for any system; functional, management/operations and usability
- Design of technical architectures for data and information management, and application management
5. Organizing for Service Design
- How to design, implement and populate a RACI diagram for any process that is within the scope of IT service management
- Service design roles and responsibilities, where and how they are used and how a service design organization would be structured to use these roles
6. Technology Considerations
- Service design related service management tools, where and how they would be used
- Benefits and types of tools that support service design
7. Implementing and improving service design
- Six-stage implementation/improvement cycle and how the activities in each stage of the cycle are applied
- How business impact analysis, service level requirements and risk assessment can affect service design solutions
8. Challenges, critical success factors and risks
- Be able to provide insight and guidance for service design challenges, risks and critical success factors