Home / Courses / ITIL / ITIL® Intermediate: Service Design

Instructor Led Training

ITIL® Intermediate: Service Design

Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
• Management and control of all Service Design activities
• Management and application of Service Design concepts, inputs, outputs and activities
• Knowledge of Service Design principles and management of Service Design processes
• Control and coordination of Service Design technology related activities
• Justification and control of the organizational and technological issues on Service Design
• Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks

The program will cover the following modules:

Introduction to Service Design
This unit introduces the candidate to the concepts and terminology in the field of Service Design. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand and describe:
• 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
• the business value
• the contents and use of the Service Design Package
• the contents and use of Service Acceptance Criteria

Service Design Principles
This unit covers Service Design principles. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
• 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 to the management of Service Design processes
• 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

Service Design Processes
This unit covers the managerial and supervisory aspects of the ITIL® processes covered in the Service Design stage, (but excludes the day to day operation of the processes which is covered in the corresponding Capability Modules). To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide, or analyze:
• the activities and techniques, but not the detailed process steps, for the following processes
o Service Catalogue Management
o Service Level Management
o Capacity Management
o Availability Management
o IT Service Continuity Management
o Information Security Management
o Supplier Management
• the principles and the five aspects of Service Design (to the management of Service Design processes)

Service Design technology related activities
This unit covers the management of technology related activities commonly performed in the Service Design stage. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
• requirement types and manage activities and techniques within Requirements Engineering
• the activities and techniques within Data and Information Management activities and techniques associated with Application Management

Organizing for Service Design
This unit covers the managerial and supervisory aspects associated with the Service Design roles, responsibilities and capabilities. It enables candidates to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
• functional roles analysis and RACI
• the roles and responsibilities within Service Design

Consideration of Technology
This unit covers technology considerations for Service Design. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
• the types of tools that would benefit Service Design
• requirements for Service Management tools

Implementation and improvement of Service Design
This unit covers the implementation and improvement of Service Design in an organization. It will enable to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze the Service Design issues relating to:
• Business Impact Analysis, Service Level Requirements and 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

Summary, Exam Preparation and Directed Studies
This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes.
 

Course Registration

 

3 days
$2,625.00

 

Course Outline

 

Request