Overview
Sapphire Global ITIL SD Training makes you an expert in using ITIL and SD concepts.
ITIL – Intermediate SD
Sapphire Global ITIL SD Training makes you an expert in using ITIL and SD concepts.
Course Curriculum
Key features
This course will prepare you to:
- Explain the architecture of the ITIL SD component
- Configure and use new functionalities in ITIL SD
Introduction to Service Design
- Key Service Management Concepts
- Purpose, Goals, and Objectives of Service Design
- Scope of Service Design
- Service Design Processes Supporting the Service Lifecycle
- Value of Service Design
- Service Design Fundamentals
- Processes within Service Design
- Service Design Inputs and Outputs
Service Design Principles
- Holistic Design, Service Composition, and the Four Ps of Service Design
- Five Major Aspects of Service Design
- Importance of Taking a Balanced Approach to Service Design
- Service Requirements, Business Requirements, and Drivers
- Design Activities and their Constraints
- Service-Oriented Architecture Principles
- Service Design Models
Design Coordination Process
- Purpose, Objectives, and Scope
- Value to the Business
- Policies, Principles, and Basic Concepts
- Process Triggers, Inputs, Activities, Methods, and Outputs
- Process Interfaces
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
Service Catalogue Management Process
- Purpose, Objectives, and Scope
- Value to the Business
- Policies, Principles, and Basic Concepts
- Process Triggers, Inputs, Activities, Methods, and Outputs
- Process Interfaces
- CSFs and KPIs
- Challenges and Risks
- Key Service Catalogue Management Roles
Service Level Management Process
- Purpose, Objectives, and Scope
- Value to the Business
- Policies, Principles, and Basic Concepts
- Process Triggers, Inputs, Activities, Methods, and Outputs
- Process Interfaces
- CSFs and KPIs
- Challenges and Risks
- Key Service Level Management Roles
Supplier Management Process
- Purpose, Objectives, and Scope
- Value to the Business
- Policies, Principles, and Basic Concepts
- Process Triggers, Inputs, Activities, Methods, and Outputs
- Process Interfaces
- CSFs and KPIs
- Challenges and Risks
- Key Supplier Management Roles
Availability Management Process
- Purpose, Objectives, and Scope
- Value to the Business
- Policies, Principles, and Basic Concepts
- Process Triggers, Inputs, Activities, Methods, and Outputs
- Process Interfaces
- CSFs and KPIs
- Challenges and Risks
- Key Availability Management Roles
Capacity Management Process
- Purpose, Objectives, and Scope
- Value to the Business
- Policies, Principles, and Basic Concepts
- Process Triggers, Inputs, Activities, Methods, and Outputs
- Process Interfaces
- CSFs and KPIs
- Challenges and Risks
- Key Capacity Management Roles
IT Service Continuity Management Process
- Purpose, Objectives, and Scope
- Value to the Business
- Policies, Principles, and Basic Concepts
- Process Triggers, Inputs, Activities, Methods, and Outputs
- Process Interfaces
- CSFs and KPIs
- Challenges and Risks
- Key IT Service Continuity Management Roles
Information Security Management Process
- Purpose, Objectives, and Scope
- Value to the Business
- Policies, Principles, and Basic Concepts
- Process Triggers, Inputs, Activities. Methods, and Outputs
- Process Interfaces
- CSFs and KPIs
- Challenges and Risks
- Key Information Security Management Roles
Organizing for Service Design
- Functional Role Analysis
- Using the RACI Matrix in Process Design
- Functions within Service Design
- Business Impact Analysis
Technology and Implementation Consideration
- Good Practices for Process Implementation
- Generic Requirements for Technology to Assist Service Design
- Applying Evaluation Criteria for Technology and Processes
- Planning and Implementing Service Management Technologies
Challenges, Risks, and CSFs of Service Design
Practice Test and Interview Questions
Course Advisor
Course Advisor
R. Sreenatha Reddy
SAP FICO / FSCM / TRM / FM / S4HANA Functional Consultant
Professional Experience:
15+ years of Industry experience as Accountant, Consultant, Module Lead, worked on various IT Organizations like IBM/TCS/ITC infotech/SAP Labs across the globe.
Specialized in SAP
- SAP FICO – Financial Accounting.
- SAP FSCM – Accounts Receivable
- SAP TRM – Treasury Management
- SAP BCS – Budget Control System
- SAP EC CS – Enterprise Controlling Consolidation System
- BOBJE – Dashboard Enhancement for MIS
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