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ITIL Intermediate Service Design 2011 Edition

Course Overview

The student will learn the SD (Service Design) part of the ITIL® v3 Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® v3 Service Design Intermediate exam as well as proving valuable workplace knowledge.

Who Should Attend

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, plan¬ners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Service Design phase of the Lifecycle and the affected processes, functions and activities and their application.

Course Objectives

This qualification provides a complete management-level overview of Service Design including all its related activities. Candidates can expect to gain competencies in the following: • Introduction to Service Design • Service Design principles • Service Design Processes • Service Design technology-related activities • Organizing for Service Design • Technology considerations • Implementation and improvement of Service Design • Challenges, risks and critical success factors. In addition, the training for this certification includes examination preparation, and a mock examination.

Other Prerequisites

An ITIL v3 Foundation certificate and preferably two years work experience in an IT Service Management environment.

Course Outline

1 - COURSE INTRODUCTION

  • 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
  • Business value
  • The contents and use of the Service Design Package
  • The contents and use of Service Acceptance Criteria

2 - PRINCIPLES

  • 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:
  • Design aspects
  • 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

3 - PROCESSES

  • The activities and techniques, but not the detailed process steps, for the following processes:
  • Service Catalog Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management
  • Design Coordination
  • The five aspects of Service Design as they relate to the management of Service Design processes

4 - TECHNOLOGY RELATED ACTIVITIES

  • Activities and techniques within Requirements Engineering
  • Activities and techniques within Data and Information Management
  • Activities and techniques associated with Application Management

5 - ORGANIZING FOR SERVICE DESIGN

  • Functional roles analysis and use of the RACI matrix
  • The roles and responsibilities within Service Design

6 - TECHNOLOGY CONSIDERATIONS

  • The types of tools that would benefit Service Design
  • Requirements for Service Management tools

7 - IMPLEMENTATION AND IMPROVEMENT

  • The Service Design issues relating to:
  • Business Impact Analysis
  • Service Level Requirements 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

8 - EXAM PREPARATION

  • Sample Exams
  • Feedback
  • Recap

Enroll Today

This is a 4-day class

Price: $2,595.00
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