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ITIL Inter - Service Design

The ITIL Service Design course is one of the five modules that make up the ITIL Intermediate "lifecycle stream".

Successful completion of the course and exam provides delegates with a Certificate in its own right and 3 ITIL credits towards the ITIL Expert qualification.

This ITIL Intermediate course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus.

The course covers the management and control of the activities and techniques within the Service Design stage of the ITIL lifecycle but not the full detail of each supporting process. [Comprehensive details of the processes from Service Design are mostly covered in the Service Offering and Agreements capability course.]

The course looks at the concept of Service Design as a practice and at the interfaces between Service Design and the other stages of the ITIL Service Lifecycle.

The Service Design course is primarily for IT Managers and Practitioners involved in the strategy, design, implementation and on-going support of business IT services. It is also suitable for those interfacing with information systems who require an insight into Service Management best practice. This may include Business Analysts, Business Relationship Managers, Project and Programme staff.

 

Bundle Offer   ITIL Expert Bundles from £1,995 - More Details

 

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Learning Objectives

Succesful delegates will understand:

• Service design principles
• Service design processes
• Service design technology-related activities
• Organizing for service design
• Technology considerations
• Implementation and improvement of service design
• Challenges, critical success factors and risks.

Delegates will be fully prepared for the ITIL Service Design examination which is taken at the end of the course.

Pre-Requisites

ITIL Foundation Certificate in IT Service Management (V3 or 2011 versions)

Basic IT literacy and 2 years' IT experience are recommended.

Course Content

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
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
Three types of requirements (functional, management/operations and usability)
The design of technical architectures for data and application management

Organising for service design
How to design, implement and populate a RACI diagram for service management processes
The service design roles and responsibilities
Where and how they are used

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
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 sucess factors and risks
Iinsight and guidance for design challenges, risks and critical success factors

Exams & Certification

ITIL Lifecycle Certificate in Service Design.

The exam is taken on the final day of the course:

Format:   8 multiple choice, scenario based, gradient scored questions
Duration:   90 minutes
Open Book:   No
Pass Mark:   28/40 or 70%

Successful candidates are awarded 3 ITIL Credits which contribute towards achievement of ITIL Expert

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Online Courses

You may prefer an online course if you are looking for a flexible and cost-effective solution. Online courses allow you to study at your own pace, at a time that suits you.

We have the following eLearning options available:

Virtual Classroom

Virtual classrooms provide all the benefits of attending a classroom course without the need to arrange travel and accomodation. Please note that virtual courses are attended in real-time, commencing on a specified date.

Virtual Course Dates

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