Formation : ITIL® v3 Expert Qualification: Service Design
Se former avec
LEARNING TREE INTERNATIONAL
- Renseignements :
- Durée : 3 Jours
- Type : En centre
- Diplômant : Oui
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Prix H.T. € :N.C.
- Objectifs :
- Préparer et passer l’examen de certification ITIL en conception des services
Définir la finalité, les objectifs et le champ d’application de la conception des services
Décrire les activités clés des processus de conception des services dans le contexte du cycle de vie des services
Améliorer la qualité de la provision des services informatiques au sein de l’entreprise
Mesurer les processus de conception des services en utilisant les facteurs clés de réussite et les indicateurs clés de performance
Établir et justifier les contraintes pour différents services informatiques
Développer et présenter une politique de sécurité de haut niveau
Préparer et justifier une approche de continuité pour un ensemble de services
Justifier financièrement l’achat et le déploiement d’outils de conception de services
Produire une première version d’un accord sur les niveaux de services (SLA)
- Public visé :
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Cette formation s’adresse à tous ceux qui souhaitent obtenir la certification ITIL en conception des services.
- Pré-requis :
- Il est nécessaire d’avoir obtenu la certification ITIL v3 Foundation (ou l’examen de mise à niveau v2-v3) pour passer l’examen de certification ITIL à l’issue de cette formation.
- Introduction and Overview
Purpose and goals
Scope of Service Design
Doing it right the first time
Designing new and changed service
How Service Design creates business value
Key Service Design Principles
Five aspects of Service Design
New or changes service solutions
Service management systems and tools
Technology architectures and management systems
Processes, roles and capabilities
Measurement, methods and metrics
Four Ps of Design
People
Products
Processes
Partners
Primary Activities of Service Design
Analyzing business requirements
Collection, analyzing and engineering requirements
Evaluating Service Design models
Identifying solution alternatives reusing existing components
Designing the appropriate solution
Developing service acceptance criteria
Evaluating total costs and agree expenditures
Achieving balance between design and existing strategies
Ensuring inclusion of governance and security controls
Completing IT readiness assessment
Aligning supplier and supporting agreements
Assembling the Service Design Package (SDP)
Producing, maintaining and revising all services, design processes and documents
Liaison with other design and planning activities
Aligning with corporate and IT strategies
Service Design Processes
Service Catalog Management (SCM)
Managing the Service Catalog
Providing a central source of information on IT services delivered to the business by the service provider
Ensuring the business can view an accurate and consistent picture of IT services available, including details and status
Service Level Management (SLM)
Negotiating, agreeing and documenting appropriate IT service targets with the business
Monitoring and producing reports on delivery against agreed level of service
Capacity Management
Matching capacity of IT to agreed business demands
Capacity Management: right resource, right time, right cost
Availability Management
Ensuring that availability targets are measured and achieved in a cost-effective manner
Building availability into the design
IT Service Continuity Management
Maintaining on-going recovery capability to match agreed needs, requirements and time scales
Developing service continuity and recovery plans
Aligning plans with business needs over time
Service Design and Technology
Technology-related activities
Requirements Engineering: requirement types, activities and techniques
Data and Information Management activities
Techniques within Application Management
Investigating Service Design requirements
Technology considerations for Service Design
Organizing Service Design
Roles appropriate within Service Design and Service Design-focused processes
Defining Service Design responsibilities
Aligning information security with business security
Managing suppliers to ensure quality and value for money
Implementation Challenges and Risks
Outlining the challenges and risks facing Service Design
Establishing critical success factors and key performance indicators (KPIs)
Developing risk-benefit analyses for adoption of Service Design
08/10/2008 au 10/10/2008 (75)
