Detailed Course Outline
COURSE INTRODUCTION
- Student and Instructor Introductions
- Unique Nature of The Course
- Course Learning Objectives
- Course Agenda
UNIT 1: SERVICE DESIGN
- Purpose and Goals
- Scope of Service Design
- Concept of Service Management as a Practice
- Service, Its Value Proposition, and Its Value Composition
- Functions, Processes, and Roles
- Business Value
- Contents and Use of the SDP
- Contents and Use of SAC
- Group/Individual Exercise
- Sample Test Question
UNIT 2: SERVICE DESIGN PRINCIPLES
- Goals and Objectives
- Service Design Principles and Service Compositions
- Importance of and Approach to Balanced Design
- Service Requirements and Business Requirements and Drivers
- Design Activities and Constraints
- Principles and Five Aspects of Service Design
- Principles of BSM and SOA
- Service Design Models
- Group/Individual Exercise
- Sample Test Question
UNIT 3: SERVICE DESIGN PROCESSES
- Goal
- Activities and Techniques of Service Design Processes
- Principles and Five Aspects of Service Design
- Group/Individual Exercise
- Sample Test Question
UNIT 4: SERVICE DESIGN TECHNOLOGY-RELATED ACTIVITIES
- Goal
- Requirement Types and Managing Activities and Techniques Within Requirements Engineering
- Activities and Techniques Within Data and Information Management
- Activities and Techniques Associated with Application Management
- Group/Individual Exercise
- Sample Test Question
UNIT 5: ORGANIZING FOR SERVICE DESIGN [ist] [*] Goal [*] Functional Roles Analysis and RACI [*] Roles and Responsibilities Within Service Design [*] Group/Individual Exercise [*] Sample Test Question [/list]
UNIT 6: CONSIDERATION OF TECHNOLOGY
- Goal
- Types of Tools Benefiting Service Design
- Requirements for Service Management Tools
- Sample Test Question
UNIT 7: IMPLEMENTATION AND IMPROVEMENT OF SERVICE DESIGN
- Goal
- Service Design Issues Related to BIAs, SLRs, and Risks
- The Six-Stage Implementation Approach
- Measurements Through CSFs and KPIs
- Prerequisites for Successes and Risks Affecting Service Design Activities and Processes
- Group/Individual Exercise
- Sample Test Question
UNIT 8: EXAM PREPARATION GUIDE
- Mock Exam 1
- Mock Exam 2