1. Introduction to Service Design

Introduction to the concepts and terminology of Service Design. You will understand:

• The concept of service management as a practice
• The concept of service, its value proposition and composition
• The concepts of function, process and role
• The purpose, goals and objectives of Service Design
• The scope of Service Design
• The business value
• The contents and use of the Service Design package
• The contents and use of service acceptance criteria

2. Service Design Principles

You will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyse:

• Service Design principles and service composition
• The importance and approach to balanced design
• Service requirements, business requirements and drivers
• Design activities and constraints
• The principles and the five aspects of Service Design to the management of Service Design processes:- Context- Designing service solutions- Designing supporting systems, especially the service portfolio- Designing technology architectures- Designing processes- Designing measurement systems and metrics
• Business Service Management (BSM) and Service Oriented Architecture (SOA) principles
• Service Design models

3. Service Design Processes

The managerial and supervisory aspects of the Service Design processes stage – but excluding the day to day operation of the processes which is covered in the corresponding Capability Modules. You will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide, or analyse the following activities and techniques, but not the detailed process steps, for the following processes:

• Service Catalogue Management
• Service Level Management
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Supplier Management

And the principles and the five aspects of Service Design (to the management of Service Design processes)

4. Service Design Technology related activities

The management of technology related activities commonly performed in the Service Design stage. You will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyse:

• Requirement types and manage activities and techniques within requirements engineering
• The activities and techniques within data and information management
• Activities and techniques associated with application management

5. Organising for Service Design

• The managerial and supervisory aspects associated with the Service Design roles, responsibilities and capabilities.
• Functional roles analysis and RACI
• The roles and responsibilities within Service Design

6. Consideration of Technology

Technology considerations for Service Design. You will be able to:

• Describe the types of tools that would benefit Service Design
• Understand requirements for service management tools

7. Implementation and Improvement of Service Design

Implementation and improvement of Service Design in an organisation. You will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyse the Service Design issues relating to:

• Business impact analysis, service level requirements and risks
• The six-stage implementation approach
• Measurements through critical success factors and key performance indicators
• Prerequisites for success and risks affecting Service Design activities and processes

8. Summary and Exam Preparation

This unit will summarise the material covered in the previous units and prepare delegates for the examination.