Business Skills Curricula     Customer Service Curriculum     ITIL® 2011 Foundation

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Aligning an IT service with business objectives and needs is critical for effective IT service management (ITSM), and the service design specifications to provide these IT services must be well-planned to ensure this vital alignment.
In this course you'll learn about the key concepts of the service design stage of the ITIL® service life cycle, including the five aspects of service design. This course also covers service solution considerations, elements of architectural design, and enterprise architecture components and roles. Finally, you'll be introduced to process design, including the elements of a process, types of metrics, and the benefits of metrics trees. This course is one of a series in the learning path that covers the objectives for the ITIL® Foundation Certificate in IT Service Management. ITIL® is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

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Objectives

Service Design Overview recognize the five aspects of service design identify the considerations to make when designing service solutions distinguish between service status options in the service portfolio identify the elements that architectural design includes recognize the five enterprise architecture areas identify the benefits of using management architecture to integrate IT needs with business needs identify the elements of a process to include in process design distinguish between the four types of metrics recognize the benefits of using a metrics tree