ITIL® Service Design | ITIL® Intermediate

Introduction

This 3-day ITIL® course covers the Service Design module within the ITIL® Service Lifecycle model. Service Design covers the processes, policies, architectures and documentation required to design IT services that meet the needs of business. The course will teach you the principles of good service design and show you how to integrate design practice into the wider IT Service management process.

ITIL® Service Design is a valuable ITIL® Intermediate level qualification and provides 3 credits towards the 17 required to progress to the next level of ITIL® certification, Managing Across The Lifecycle (MALC).

Prerequisites

You must have achieved the ITIL® Foundation certificate or the version 2 to version 3 bridge equivalent before taking this course.

We also recommend purchasing a copy of the ITIL® Service Design book, 2011 edition (ISBN 9780113313051) as this will help your studies.

Who Should Attend?

We recommend this course for anybody looking to expand their ITIL® knowledge beyond the Foundation level, including:

• Capacity Managers
• Availability Managers
• Service Level Managers
• Business Continuity Managers
• Service Portfolio Managers

Course Structure

• 3 days of classroom-based training
• The exam is taken on the final day and lasts 90 minutes

Course Content

The course will cover the following topics:

Introduction to Service Design:

• Understand the strategy of differentiating value-creation and articulate all the benefits to the business that result from efficient Service Design
• Service Acceptance Criteria and how to use them to create value
• The contents and use of Service Design Packages
• The underpinning processes, functions and assets that link business value to IT services
• The fundamental aspects of Service Design

Service Design Principles:

• Design service solutions related to a customer’s needs
• Design and utilise 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 utilising 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 organisation would be structured to use these roles

Consideration of Technology:

• 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 creation, implementation and use of Critical Success Factors and Key Performance Indicators as ways to improve designed services
• 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

ITIL ® Service Design Examination

• Multiple choice, scenario-based, gradient-scored questions
• 8 questions
• 90 minutes (120 minutes for candidates completing the exam in a language that is not their mother tongue)
• Pass mark is 70%, or 28/40

Why choose The Knowledge Academy?

• We give you a comprehensive courseware folder with presentation slides, quick reference guide, full syllabus and mock exams
• We make the learning experience enjoyable
• We are trusted by globally leading brands such as JP Morgan, HSBC and Sony as a learning partner of choice.
• We provide pre- and post-course support so you never feel alone
• All of our training is hands-on, using real-world examples
• As a market leader, we have an extremely high global pass rate
• Over 90% of our delegates come back to us for further training
• We have the best instructors in the industry which are reflected in our position as the market leader for professional qualifications
• We provide value for money and trained over 25,000 delegates in 2014
• We have some of the most luxurious course venues worldwide

What is ITIL ® Service Design?

ITIL® Service Design is one of the five modules within the Service Lifecycle group of ITIL® Intermediate Level qualifications. The intermediate level is the next step after the entry-level ITIL® Foundation qualification and consists of 9 different modules, categorised under either Service Capability or Service Lifecycle. Candidates as many of these modules as they want, depending on the knowledge and skills they wish to gain. Each module is worth a number of credits, which can contribute towards the 17 credits required to undertake the Managing Across The Lifecycle module.

ITIL® is a registered trade mark of AXELOS Limited

BCS Membership

Included in your professional certification; one year’s free BCS, The Chartered Institute for IT, Associate membership.

Upon passing your examination, make the most of your professional certification and continue your career development with BCS Associate membership. Whether you’re looking for career support through the BCS global skills, training and development framework, SFIAplus, seeking promotion or a network of new contacts, we’re here to support you. BCS membership provides exclusive access to resources, content and opportunities that will enrich your career.

BCS Membership allows you to give back to society. Some of the industry’s challenges are around personal data, health, education, and IT capabilities. By becoming part of the BCS professional community you can get involved and do your bit to make IT good for society.