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ITIL Intermediate Certificate – Service Design

About the Course

Course Duration: 3 days
Exam Fees Included

Price From: £995


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This course leads to the ITIL Certificate – Service Design. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream or the Service Operations and Service Transition combination course.  It is one of the modules that leads to the ITIL Expert Certificate in IT Service Management. This course is suitable for individuals who require a detailed understanding of the ITIL Service Transition phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.

The course covers the management and control of the activities and techniques within the Service Design stage, but not the detail of each of the supporting processes.

Who is it for?

This course is suitable for individuals who require a detailed understanding of the ITIL Service Design phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation

It is particularly suitable for: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

Entry Requirements

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate). Candidates should bring their certificate(s) with them to complete the registration process on the first day of the course.

Exam

The course will consist of formal lecturing, group discussions, in-course assignments, and a practice examination paper. There will be detailed learning activities with evening assignments and the examination (90minutes) will be held at the end of day three.

Course Objectives

The course covers the management and control of the activities and techniques within the Service Design stage, but not the detail of each of the supporting processes.

Syllabus – Key points

Introduction to service design

  • The purpose, goals and objectives of service design
  • The scope of service design
  • The business value of service design activities
  • The context of service design in the ITIL service lifecycle
  • Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria

Service design principles

  • Design service solutions related to a customer’s needs
  • Design and utilize the service portfolio to enhance business value
  • The measurement systems and metrics
  • Service design models to accommodate different service solutions

Service design processes

  • The interaction of service design processes
  • The flow of service design as it relates to the business and customer
  • The five design aspects and how they are incorporated into the service design process

Service design technology-related activities

  • Requirements engineering in the design process and utilizing the three types of requirements as identified for any system; functional, management/operations and usability
  • The design of technical architectures for data and information management, and application management

Organizing for service design

  • How to design, implement and populate a RACI diagram for any process that is within the scope of IT service management
  • The 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 considerations

  • Service design related service management tools, where and how they would be used
  • The benefits and types of tools that support service design

Implementation and improvement of service design

  • The six-stage implementation/improvement cycle and how the activities in each stage of the cycle are applied
  • How business impact analysis, service level requirements and risk assessment can affect service design solutions

Challenges, critical success factors and risks

  • Be able to provide insight and guidance for design challenges, risks and critical success factors

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