COURSE BROCHURE

ITIL - Intermediate

SERVICE DESIGN

Training & Certification

This comprehensive official ITIL lifecycle certification course will provide you with critical knowledge and practical guidance regarding the management principles and core concepts required to design new or modify existing IT services.

The ITIL Service Design publication focuses on the holistic design requirements related to people, process, technology and governance needed to convert strategic objectives into value focused IT service portfolios.

The scope of Service Design is not limited to new services. It includes the changes and improvements necessary to increase or maintain value to customers over the lifecycle of services, the continuity of services, achievement of service levels, and conformance to standards and regulations. It guides organizations on how to develop design capabilities for service management.

Individuals who require a deep understanding in the Service Design processes and to enhance the quality of IT service support within an organization

Individuals who have attained ITIL Foundation Certificate.

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and any IT professional involved in the design of IT services.

Who Should Attend?

What is ITIL SD?

The relationship between business value and service designThe principles of balanced service design (functionality, resources, schedule)How to identify meaningful service requirementsThe relationship between service, application, infrastructure and data architecturesThe key roles and organizational capabilities of service designThe relationship of design constraints to service utility and warrantyThe advantages and disadvantages of various strategic sourcing and delivery models (insourcing, outsourcing, co-sourcing, etc.)

Learning Objectives

Reduced Total Cost of Ownership (TCO).

Easier implementation of new or changed services: as there is integrated and full Service Design and the production of comprehensive SDPs.

Improved service alignment: involvement from the conception of the service, ensuring that new or changed services match business needs, with services designed to meet Service Level Requirements.

Improved IT governance: assist with the implementation and communication of a set of controls for effective governance of IT Effective Service Management and IT processes.

Improved information and decision-making: more comprehensive and effective measurements and metrics will enable better decision-making and continual improvement of Service Management practices in the design stage of the Service Lifecycle.

Benefits of

ITIL SD

Learning Objectives

Review of Service Design processes, and their associated policies, challenges, risks and critical success factors, including: Design Coordination Service Catalog Management Service Level Management Capacity Management Availability Management

Course Contents

INTRODUCTION TO SERVICE DESIGN1Objectives : Full understanding of service design terms and core concepts.The purpose, goals and objectives of service designThe scope of service designThe business value of service design activitiesThe context of service design in the ITIL service lifecycleService design inputs and outputs and the contents and use of the service design package and service acceptance criteria

SERVICE DESIGN PRINCIPLES2Objectives : The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.Design service solutions related to a customer’s needsDesign and utilize the service portfolio to enhance business valueThe measurement systems and metricsService design models to accommodate different service solutions

SERVICE DESIGN PROCESSES3Objectives : The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.The interaction of service design processesThe flow of service design as it relates to the business and customerThe five design aspects and how they are incorporated into the service design process

SERVICE DESIGN TECHNOLOGY-RELATED ACTIVITIES4Objectives : The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.Requirements engineering in the design process and utilizing the three types of requirements as identified for any system; functional,management/operations and usabilityThe design of technical architectures for data and information management, and application Management.

ORGANIZING FOR SERVICE DESIGN5Objectives : The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.How to design, implement and populate a RACI diagram for any process that is within the scope of IT service managementThe service design roles and responsibilities, where and how they are used and how a service design organization would be structured to use these roles

TECHNOLOGY CONSIDERATIONS6Objectives : The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.Service design related service management tools, where and how they would be usedThe benefits and types of tools that support service design

IMPLEMENTATION AND IMPROVEMENT OF SERVICE DESIGN7Objectives : The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.The six-stage implementation/improvement cycle and how the activities in each stage of the cycle are appliedHow business impact analysis, service level requirements and risk assessment can affect service design solutions

CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS8Objectives : The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.Be able to provide insight and guidance for design challenges, risks and critical success factors

Course Content

ITIL SD Certification Information:Exam Duration: 90 Minutes

Exam Format: Multiple Choice, scenario based gradient scored question

Exam Pass Mark: 70%

Level of Qualification: Intermediate

At least 21contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization(ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.

Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications– see Prerequisite Entry Criteria on p5).

A basic IT literacy and around 2 years IT experience are highly desirable

Certification

Prerequisite

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