Learners will be able to increase their awareness and skill in the following areas:
Introduction to Service Design:
- Understand the strategy of differentiating value-creation and articulate all the benefits to the business that result from efficient Service Design
- Service Acceptance Criteria and how to use them to create value
- The contents and use of Service Design Packages
- The underpinning processes, functions and assets that link business value to IT services
- The fundamental aspects of Service Design
Service Design Principles:
- Design service solutions related to a customer’s needs
- Design and utilize the Service Portfolio to enhance business value
- The measurement systems and metrics
- Service Design models to accommodate different service solutions
Service Design Processes:
- The interaction of Service Design processes
- The flow of Service Design as it relates to the business and customer
- The five Design Aspects and how they are incorporated into the Service Design process
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
- The design of technical architectures for Data and Information Management, and Application Management
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
- The Service Design roles and responsibilities, where and how they are used and how a Service
- Design organization would be structured to use these roles
Consideration of Technology:
- Service Design related Service Management tools, where and how they would be used
- The benefits and types of tools that support Service Design
Implementation and Improvement of Service Design:
- The creation, implementation and use of Critical Success Factors and Key Performance Indicators as ways to improve designed services
- The six-stage implementation/impro-vement 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
The exam is to be completed at a mutually convenient date (please see the below details for further information).
Online Exam:
We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.
The benefits of Online Exams are:
- Rather than having to be out of the office for a paper exam, once you have received your exam voucher you can arrange directly with the accrediting body for a time that suits you
- It allows you to complete all revision activities at your own pace to help you prepare for your exam to maximise your passing potential
- It allows you to revise further before taking the exam
- Exam results are issued much quicker than the paper based format
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