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ITIL® - Service Design

Duration: 4 days
Course Price: $2,600

Course Overview:

The student will learn the SD (Service Design) part of the ITIL® v3 Intermediate Lifecycle certification stream. The training course prepares candidates to take the ITIL® v3 Service Design Intermediate exam as well as proving valuable workplace knowledge.

Who Should Attend:

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Service Design phase of the Lifecycle and the affected processes, functions and activities and their application.

Duration:

  • Classroom Learning - 4 Day(s)
  • Online LIVE - 4 Day(s

 

PRINCE2®, ITIL®, MSP®, M_o_R®, P3O®, P3M3® are Registered Trademarks of Axelos Limited
MoP™ and MoV™ are Trademarks of Axelos Limited
The Swirl logo™ is a Trademark of Axelos Limited

Course Overview:

The student will learn the SD (Service Design) part of the ITIL® v3 Intermediate Lifecycle certification stream. The training course prepares candidates to take the ITIL® v3 Service Design Intermediate exam as well as proving valuable workplace knowledge.

Who Should Attend:

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Service Design phase of the Lifecycle and the affected processes, functions and activities and their application.

Duration:

  • Classroom Learning - 4 Day(s)
  • Online LIVE - 4 Day(s

 

PRINCE2®, ITIL®, MSP®, M_o_R®, P3O®, P3M3® are Registered Trademarks of Axelos Limited
MoP™ and MoV™ are Trademarks of Axelos Limited
The Swirl logo™ is a Trademark of Axelos Limited

Prerequisite Comments:
An ITIL® v3 Foundation certificate and preferably two years work experience in an IT Service Management environment. 

 

Lesson 1COURSE INTRODUCTION

  • The concept of Service Management as a practice
  • The concept of Service, its value proposition and composition
  • The concepts of Function, Process and Role The purpose, goals and objectives of Service Design
  • The scope of Service Design
  • Business value
  • The contents and use of the Service Design Package
  • The contents and use of Service Acceptance Criteria

Lesson 2PRINCIPLES

  • Service Design principles and service composition
  • The importance and approach to balanced design
  • Service requirements, business requirements and drivers
  • Design activities and constraints
  • The principles and the five aspects of Service Design:
  • Design aspects
  • Designing service solutions
  • Designing supporting systems, especially the Service Portfolio
  • Designing technology architectures
  • Designing processes
  • Designing measurement systems and metrics
  • Business Service Management (BSM) and Service Oriented Architecture (SOA) principles
  • Service Design models

Lesson 3PROCESSES

  • The activities and techniques, but not the detailed process steps, for the following processes:
  • Service Catalog Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management
  • Design Coordination
  • The five aspects of Service Design as they relate to the management of Service Design processes

Lesson 4TECHNOLOGY RELATED ACTIVITIES

  • Activities and techniques within Requirements Engineering
  • Activities and techniques within Data and Information Management
  • Activities and techniques associated with Application Management

Lesson 5ORGANIZING FOR SERVICE DESIGN

  • Functional roles analysis and use of the RACI matrix
  • The roles and responsibilities within Service Design

Lesson 6TECHNOLOGY CONSIDERATIONS

  • The types of tools that would benefit Service Design
  • Requirements for Service Management tools

Lesson 7IMPLEMENTATION AND IMPROVEMENT

  • The Service Design issues relating to:
  • Business Impact Analysis
  • Service Level Requirements Risks
  • The six-stage implementation approach
  • Measurements through Critical Success Factors and Key Performance Indicators
  • Prerequisites for success and risks affecting Service Design activities and processes

Lesson 8EXAM PREPARATION

  • Sample Exams
  • Feedback
  • Recap

 

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