ITIL INTERMEDIATE SERVICE DESIGN

ITIL Intermediate - Service Design Training and Certification

The ITIL Service Design course is a part of the ITIL Intermediate Lifecycle stream. It is one of the modules that leads to ITIL V3 Expert. The ITIL Service Design training and certification course is intended to impart participants with the knowledge and learning required to understand basics of service design, SLA’s with customers, contracts with suppliers and understand the processes as well as roles and responsibilities within the service design stage of the lifecycle. Our certified Instructors help the participants to prepare for the ITIL Intermediate exam.

Learning from ITIL Service Design Training course:

The ITIL Service design training and certification course is oriented towards providing candidates with all the key concepts, principles and processes of the service design stage. The list of learning outcomes includes the following:

• An understanding of the Service design principles
• Service design processes including design coordination, service catalog management, service level management, supplier management, availability management, capacity management, IT Service continuity management and Information security management
• Service design technology-related activities
• An understanding of the roles and their responsibilities in an organization with respect to service design
• Understand the role of technology and the challenges as well as success factors required for implementing Service design in an organization

Pre-requisites:

ITIL Foundation is MUST

Who should opt for ITIL Service Design Training and certification?

This Service Design module is for all IT Professionals. However it best suits to:

• Capacity Managers
• Availability Managers
• Service Level Managers
• Business Continuity Managers
• IT architects
• Service design managers

Exam details for ITIL Service Design Certification:

• Multiple choice examination questions
• Scenario based exam
• Eight questions per paper
• 28 marks required to pass (out of 40 available) – 70%
• 90 minutes’ duration
• Closed book

Content Covered:

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

• Design coordination
• Service catalog management
• Service level management
• Supplier management
• Availability management
• Capacity management
• Information security management
• IT Service continuity management

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