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ITIL Intermediate Certification Companion Study Guide by Liz Gallacher, Helen Morris

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Chapter 11 Service Design Principles

THE FOLLOWING ITIL INTERMEDIATE EXAM OBJECTIVES ARE DISCUSSED IN THIS CHAPTER:

  • ✓  Service design principles, techniques, and relationships and their application to the design of effective service solutions
  • ✓  Designing service solutions related to a customer’s needs
  • ✓  Designing and utilizing the service portfolio to enhance business value
  • ✓  The measurement systems and metrics required
  • ✓  The use of service design models to accommodate different service solutions

 In this chapter, we’ll consider the core concepts of service design. We’ll start by looking at service design principles and then examine service ...

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