itil intermediate course: sd student handbook (workbook_r3.2.0)

ITpreneurs™ Service Management

WORKBOOK

Service Design release 3.2.0

ITIL® IntermediateITIL® is a registered trademark of the Cabinet Office.Sam

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www.ITpreneurs.com

Copyright © 2012 ITpreneurs. All rights reserved

Copyright Copyright and Trademark Information for Partners/Stakeholders. ITIL® is a registered trademark of the Cabinet Office. IT Infrastructure Library® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office. All contents in italics and quotes is from the ITIL® Service Lifecycle Suite © Crown copyright 2011 Reproduced under licence from the Cabinet Office. All other text is based on Cabinet Office ITIL® material. Reproduced under licence from the Cabinet Office.

Copyright © 2012 ITpreneurs. All rights reserved. Please note that the information contained in this material is subject to change without notice. Furthermore, this material contains proprietary information that is protected by copyright. No part of this material may be photocopied, reproduced, or translated to another language without the prior consent of ITpreneurs Nederland B.V. The language used in this course is US English. Our sources of reference for grammar, syntax, and mechanics are from The Chicago Manual of Style, The American Heritage Dictionary, and the Microsoft Manual of Style for Technical Publications.

ITIL Service Design, Classroom course, release 3.2.0

More on: http://www.itil-officialsite.com/IntellectualPropertyRights/TrademarkLicensing.aspx

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Contents

i

LIST OF ICONS V

LIST OF ACTIVITIES VI

GENERAL TRANING TIPS NA

ACKNOWLEDGEMENTS IX

FOLLOW US XI

COURSE INTRODUCTION 1

Introductions 2

Course Introduction 2

Course Learning Objectives 2

Unique Nature of the Course 2

COURSE AGENDA

UNIT 1: INTRODUCTION TO SERVICE DESIGN 7

UNIT 2: SERVICE DESIGN PRINCIPLES 11Sample

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UNIT 3: SERVICE DESIGN PROCESSES – PART 1 19


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UNIT 6: SERVICE DESIGN TECHNOLOGY-RELATED ACTIVITIES 45

UNIT 7: ORGANIZING FOR SERVICE DESIGN 47

UNIT 8: TECHNOLOGY CONSIDERATIONS 53Sample

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UNIT 9: IMPLEMENTATION AND IMPROVEMENT OF SERVICE DESIGN 55

UNIT 10: EXAM PREPARATION GUIDE 61

APPENDIX A: CASE STUDY 105

APPENDIX B: MIND MAP EXCERCISE (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX C: GLOSSARY (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX D: SYLLABUS (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX E: ANSWERS 119

APPENDIX F: DIAGRAMS (MACRO VIEW) (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX G: RELEASE NOTES (REFER TO STUDENT REFERENCE MATERIAL) NA

STUDENT FEEDBACK FORM 191

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. v

LIST OF ICONS

confusing

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.vi

LIST OF ACTIVITIES

Activity

Description

Brainstorm

Description

Compare and Contrast

Description

Concept Jog

Description

Critical Thinking

Description

class.

Discussion

Description

Lecture

Description

Mind Map

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. vii

Recall, Describe, and List

Description

Role-Play

Description

and teach the class.

Round-Robin

Description

Scenario

Description

Self-Study

Description

Solve a Common Problem/Risk Mitigation

Description

Teach-Back

Description

The Big “Why”

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.viii

Think-Pair-Share

Description

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. ix

ITpreneurs’ Course Reviewers

ITpreneurs’ Course Exercise Writers

ACKNOWLEDGEMENTS

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www.ITpreneurs.com

Copyright © 2012 ITpreneurs. All rights reserved

Before you start the course, please take a moment to:

“Like us” on Facebook

“Follow us” on Twitter

"Add us in your circle" on Google Plus

"Link with us" on Linkedin

"Watch us" on YouTube

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. 1

Course Introduction

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.2

INTRODUCTIONSThere is no activity for this topic.

COURSE INTRODUCTIONThere is no activity for this topic.

COURSE LEARNING OBJECTIVESThere is no activity for this topic.

UNIQUE NATURE OF THE COURSEThere is no activity for this topic.

COURSE QUALIFICATION SCHEMEThere is no activity for this topic.

COURSE AGENDA AND EXAM DETAILSCourse Agenda

ITIL Intermediate Classroom Course

Day1 Service DesignUnit Subject Start End Total Time

(in hours)

Course Introduction

1

2

LUNCH

2

3

TOTAL 10:00

Note: Reading the Case Study

scenarios used for the activities.

Remark:

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Note: Personal Study Recommendation for Students

Remark:


(in hours)

3

LUNCH

TOTAL 10:00


(in hours)

7

Technology Considerations

LUNCH

10

TOTAL

TOTAL CONTACT HOURS 22.5 hrs

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Course Agenda

ITIL Intermediate Expert Program Course

Day3 Service Design *All times in hours

Unit Subject Start End Time*

Course Introduction

1 (incl. 30-min RECAP)


LUNCH

2


(incl. 30-min RECAP)

TOTAL 10:00Total - (less lunch & homework) 08:00






Technology Considerations (incl. 15-min RECAP)

LUNCH


TOTAL 06:00

Total - (less lunch) 05:00

TOTAL CONTACT HOURS13

hours

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Course Agenda

ITIL Intermediate Classroom Blended Course



Course Introduction



LUNCH

2










LUNCH


TOTAL 06:00



hours

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Course Agenda

ITIL Intermediate Virtual Classroom Blended Course



Course Introduction



LUNCH

2










LUNCH


TOTAL 06:00



hours

Each Cup represents one break.Sample

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Unit1Introduction to Service Design

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1.1 PURPOSE AND OBJECTIVESThere is no activity for this topic.

1.2 SCOPE AND VALUE TO THE BUSINESS

BrainstormQ1. What are the 5 key aspects of Service Design ? Write your answer in the space provided.

Write your answer in the space provided.

Answer:

1.3 SERVICE DESIGN GOALSThere is no activity for this topic.

1.4 CONTEXTThere is no activity for this topic.Sam

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1.5 INPUTS, OUTPUTS, CONTENTS, AND USE OF SDPThere is no activity for this topic.

1.6 CONTENTS AND USE OF SACThere is no activity for this topic.

1.7 GROUP/INDIVIDUAL EXERCISE

ActivityQ1. Identify some key elements of the potential SAC for the kiosk service.


Answer:

1.8 SAMPLE TEST QUESTION

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Q1. Which of the following documents are reasonable for the ISG to discuss?

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Unit2Service Design Principles

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2.1 HOLISTIC SERVICE DESIGN

ActivityQ1. Complete the Service composition diagram.

Adapted from Service compostion

2.2 BALANCED DESIGNThere is no activity for this topic.

2.3 IDENTIFYING SERVICE REQUIREMENTSThere is no activity for this topic.

2.4 IDENTIFYING AND DOCUMENTING BUSINESS REQUIREMENTS AND DRIVERSThere is no activity for this topic.

2.5 DESIGN ACTIVITIESThere is no activity for this topic.

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2.6 DESIGN ASPECTSThere is no activity for this topic.

2.6.1 DESIGNING SERVICE SOLUTIONSThere is no activity for this topic.

2.6.2 DESIGNING MANAGEMENT INFORMATION SYSTEMS AND TOOLS

BrainstormQ1. What is Management Information System?


Answer:

2.6.3 DESIGNING TECHNOLOGY ARCHITECTURES AND MANAGEMENT ARCHITECTURESThere is no activity for this topic.

2.6.4 DESIGNING PROCESSES There is no activity for this topic.

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2.6.5 DESIGNING MEASUREMENT METHODS AND METRICSThere is no activity for this topic.

2.7 SUBSEQUENT DESIGN ACTIVITIESThere is no activity for this topic.

2.8 DESIGN CONSTRAINTS

ActivityQ1. Complete the following diagram.

Adapted from The key links, inputs and outputs of Service Design © Crown Copyright 2011 Reproduced under

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2.9 SERVICE-ORIENTED ARCHITECTURE

BrainstormQ1. Why should a Service Provider use the SOA approach?


Answer:

Q2. How does BSM help an IT Service Provider?


Answer:

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itil intermediate course: sd student handbook (workbook_r3.2.0)

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cabinet office itil

itil service design

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service design principles

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