1 – Course Introduction

2 – Service Design Introduction

3 – Organizing for Service Design

4 – Service Design Principles

Design Activities
Five Aspects of Service Design

5 – Design Coordination

Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

6 – Service Catalog Management

Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

7 – Service Level Management

Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

8 – Availability Management

Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

9 – Capacity Management

Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

10 – IT Service Continuity Management

Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

11 – Information Secuity Managment

Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

12 – Supplier Management

Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

13 – Requirements Engineering

14 – Management of Data and Information

15 – Management of Applications

16 – Technology and Implementation Considerations

17 – Implementing Service Design

18 – Challenges, Critical Success Factors and Risks

19 – Additional Sources of Help

20 – Sample Documents and Templates

21 – Living the Lifecycle Assignments

22 – Study and Exam Taking Tips

23 – Course Syllabus

24 – Key Concepts Review

25 – Study Aids

26 – Study Aids Answer Key