ITIL Service Design

The use of these materials assumes delivery by a properly accredited trainer through an appropriately certified training organization.  For further details on the process and requirements for accreditation, please contact your Logical Operations account manager.

Product Description

Course Length – 3 days

Course Description

Overview

The ITIL Intermediate certificate in Service Design (SD) is a course that can be run over three or four days (depending upon the requirements of the training group). Delegates attending this course will gain a comprehensive understanding of ITIL Service Management as it applies to the Service Design phase of the Service Lifecycle, aligned to the current version, ITIL: 2011. Delegates will also prepare for and sit a 90 minute, complex multiple-choice examination. The course consists of lectures, detailed group exercises, discussions, examination technique training, mock examinations and culminates in an invigilated exam on the final day.

Course Objectives

The purpose of the ITIL Intermediate certificate in Service Design is to certify that the delegate has gained a thorough and detailed knowledge of design principles, advanced concepts, and has comprehended the essential management requirements for practices in this phase of the Service Management Lifecycle. When the delegate has completed this course, they should be confident in their ability to approach core design activities, such as:

• Gaining critical knowledge and practical guidance regarding the management principles and core concepts required to design new or modify existing IT services
• Identifying and agreeing on the business requirements for input into the service design
• Integrate Enterprise Architecture practices with service blueprinting
• Apply IT standards and policies to decision-making for service design and improvement
• Establish an account management and business engagement based on successful Service Level Management principles
• Manage the risk of the organisation by reducing the exposure to availability and capacity Incidents
• Integrate the Information Security Management System into the risk management practices of the organisation
• Define and categorise IT services and offer them to the business in a coherent way
• Improve service provisioning from an accurate and complete service catalogue

Target Student

Who should attend this course and why is it beneficial to gain this certification?

Delegates attending this course must have successfully achieved the ITIL: 2011 Service Management Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.

The Service Design Qualification would most likely suit the following candidates:

• Chief Information Officers
• Chief Technology Officers
• General IT Management
• Supervisor staff
• Team leaders: Designers, Architects, Planners
• IT consultants
• IT audit managers
• IT security managers
• IT professionals involved in continual service improvement

The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.

Prerequisites

Delegates attending this course must have successfully achieved the ITIL: 2011 Service Management Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.

Course Content

A detailed listing of the course content and syllabus coverage for accredited courses.

This ITIL lifecycle course will provide delegates with the knowledge and management principles required to formulate strategies, policies and plans for the successful implementation, improvement and management of Service Design. Attending this course will equip delegates with a sound understanding and practical guidance on transforming a service provider organisation from being technology-led to being business-led. The course also ensures a thorough understanding of associated activities, roles, responsibilities, challenges, risks and critical success factors:

• The relationship between business value and service design
• The principles of balanced service design (functionality, resources and schedule)
• How to identify meaningful service requirements
• The relationship between service, application, infrastructure and data architectures
• The key roles and organisational capabilities of service design
• The relationship of design constraints to service utility and warranty
• The advantages and disadvantages of various strategic sourcing and delivery models
• Review of Service Strategy processes including: Design Coordination, Service Catalogue Management, Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, and Supplier Management
• Interaction of Service Design processes with other Service Lifecycle processes

As with all the Service Lifecycle training courses there is a thorough review of ITSM technology and implementation considerations for the key processes in this phase of the lifecycle. There is also a review of the important considerations required for continual service improvement.