Overview:

About the Course

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:

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.

The 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 (90

minutes) will be held at the end of day three.


Objectives:

Topics

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


Next steps

ITIL-SS – Service Strategy

ITIL-SO – Service Operation

ITIL-ST - Service Transition

ITIL-CSI – Continual Service Improvement

ITIL-MAL – Managing across the Lifecycle

ITIL-PRAC – ITIL Practitioner

3 Days

Course Dates

There are no dates scheduled for this location at the moment. Please call to enquire 08000 199337
 

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.

Select a Classroom Course

Course Title Start Date Finish Date Location Price Qty
ITIL Intermediate Certificate - Service Design Apr 1, 2019 Apr 3, 2019 Manchester £1,090
ITIL Intermediate Certificate - Service Design Apr 15, 2019 Apr 17, 2019 London £1,090
ITIL Intermediate Certificate - Service Design May 29, 2019 May 31, 2019 London £1,090
ITIL Intermediate Certificate - Service Design Aug 5, 2019 Aug 7, 2019 Manchester £1,090
ITIL Intermediate Certificate - Service Design Dec 09, 2019 Dec 11, 2019 Manchester £1,090
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