ITIL® Intermediate Qualification: Service Design

• Course Info

  You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Service Design Certification Exam
  • Define the goal, objectives and scope of service design
  • Outline key activities for service design processes in the context of the service lifecycle
  • Enhance the quality of IT service provision within an organisation
  • Measure service design using critical success factors and key performance indicators

  Workshop Activities

  • Putting ITIL terms into the context of a service acceptance criteria
  • Analysing sourcing strategies
  • Drafting a service level requirements document
  • Considering service design interfaces across the lifecycle
  • Capturing tacit knowledge when eliciting requirements
  • Daily review sessions and exam practice

  Course Content

  Introduction and Overview

  • Purpose and goals
  • Scope of service design
  • Doing it right the first time
  • Designing new and changed service

  Key Service Design Principles

  Five aspects of service design

  • Designing service solutions
  • Designing supporting systems and the service portfolio
  • Technology architectures, processes and design aspects
  • Measurement, methods and metrics
  • Service-oriented architecture principles

  Holistic service design

  • Design activities and their constraints
  • The importance of balanced design
  • Service requirements, business requirements and drivers

  Four Ps of Design

  • People
  • Products
  • Processes
  • Partners

  Service Design Processes

  Service catalogue management

  • Providing a central source of information on IT services delivered to the business by the service provider
  • Ensuring the business can view an accurate and consistent picture of IT services available, including details and status

  Service level management

  • Negotiating, agreeing and documenting appropriate IT service targets with the business
  • Monitoring and producing reports on delivery against agreed level of service

  Capacity management

  • Matching capacity of IT to agreed business demands
  • Right resource, right time, right cost

  Availability management

  • Ensuring that availability targets are measured and achieved in a cost-effective manner
  • Building availability into the design

  IT service continuity management

  • Maintaining ongoing recovery capability to match agreed needs, requirements and time scales
  • Developing service continuity and recovery plans
  • Aligning plans with business needs over time

  Primary Activities of Service Design

  Technology-related activities

  • Requirements engineering: requirement types, activities and techniques
  • Data and information management activities
  • Techniques within application management
  • Investigating service design requirements

  Achieving balance between design and existing strategies

  • Ensuring inclusion of governance and security controls
  • Assembling the service design package
  • Producing, maintaining and revising all services, design processes and documents
  • Liaising with other design and planning activities
  • Aligning with corporate and IT strategies

  Organising Service Design

  • Roles appropriate within service design
  • Functional role analysis and the use of the RACI matrix
  • Defining service design responsibilities
  • Aligning information security with business security
  • Managing suppliers to ensure quality and value

  Service Design and Technology

  • Technology considerations for service design
  • The tools that benefit service design
  • Requirements for service design

  Implementation Challenges and Risks

  • The six-stage implementation approach
  • Measurements of service design
  • Outlining the challenges and risks facing service design
  • Establishing critical success factors and key performance indicators (KPIs)
  • Developing risk-benefit analyses

  Important Course Information

  • Precourse reading required
  • Approximately 1 hour of home study each evening
  • Course tuition includes the ITIL Intermediate Qualification: Service Design Certification Exam, as well as overview maps that illustrate the ITIL lifecycle stages, serving to reinforce key concepts and functioning as valuable reference tools
  • The ITIL Foundation Certificate is required to attend this course and take the ITIL Certification Exam on the final day

  Who Should Attend

  Those who want to achieve the ITIL Intermediate Qualification: Service Design Certificate. The ITIL Foundation Certificate is required to attend this course and take the ITIL Certification Exam on the final day.

  Related Courses

  • ITIL^® Managing Across the Lifecycle Qualification - Course 983
  • ITIL^® Intermediate Qualification: Service Strategy - Course 982
  • ITIL^® Intermediate Qualification: Service Operation - Course 991
  • ITIL^® Intermediate Qualification: Service Transition - Course 992
  • ITIL^® Intermediate Qualification: Continual Service Improvement - Course 994
  • ITIL^® Intermediate Qualification: Operational Support and Analysis - Course 995
  • ITIL^® Intermediate Qualification: Release, Control and Validation - Course 996
  • ITIL^® Intermediate Qualification: Service Offerings and Agreements - Course 998

  Training Hours

  Day 1 - 2 class hours:
  9:00 a.m. - 5:30 p.m.
  Two 15-minute breaks
  45-minute lunch

  Day 3 class hours:
  9:00 a.m. - 4:45 p.m.
  Two 15-minute breaks
  45-minute lunch
  
  Exam: 3:15 p.m. - 4:45 p.m.

• More Course Info

  What is this course about?

  In this course, you learn how to plan, manage and optimise the service design processes. Through lectures, assignments, practice exams and review sessions, you gain the knowledge to take the ITIL Intermediate Qualification: Service Design Certification Exam.

  Who will benefit from this course?

  This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Design Certificate. This course is also valuable for those who need a detailed understanding of the ITIL service design phase of the ITIL core lifecycle, including IT managers, team leaders and operational staff, project managers, IT consultants and key business users.

  Which ITIL processes are covered in this course?

  The ITIL Service Design Certificate syllabus covers the following topics:

  • Introduction to service design
  • Service design principles
  • Service design processes (design coordination, service catalogue management, service level management, availability management, capacity management, IT service continuity management, information security management, supplier management)
  • Service design technology-related activities
  • Organising for service design
  • Technology considerations
  • Implementation and improvement of service design
  • Challenges, critical success factors and risks

  Does this course count toward the ITIL Expert certification?

  Yes. Once you achieve the ITIL Intermediate Qualification: Service Design, you earn three credits toward the ITIL Expert certification. To achieve the ITIL Expert certification, you need to earn a minimum of 22 credits. See: http://www.itil-officialsite.com/qualifications/creditprofiler.aspx

  What background do I need?

  You must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert certificate achieved via a bridging route to attend this course and take the ITIL Certification Exam on the final day of class.

  To prepare you for the ITIL Foundation Certification Exam, Learning Tree offers Course 1197, Achieving ITIL^® Foundation Certification, which provides you with comprehensive coverage of foundation concepts within the Information Technology Infrastructure Library (ITIL). Through practical assignments, practice exam questions and daily review sessions, you will explore and evaluate good practice in IT service management based on the ITIL methodology.

  It is also recommended that you complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Design publication in preparation for the examination, specifically Chapter 2: Service management as a practice. A basic IT literacy and around two years of IT experience are highly desirable.

  How did the syllabus for this certification change for ITIL 2011?

  The service design syllabus has minor changes to the coverage required for each syllabus section and minor changes to the recommended contact hours for each section. The coverage of service design challenges, critical success factors and risks remains but has been moved to an additional syllabus section (section eight). The syllabus now includes coverage of a new process called design coordination and its associated topics: purpose, objectives, scope, value to the business, policies, principles, basic concepts, triggers, inputs, outputs, interfaces, critical success factors, key performance indicators, challenges and risks.

  What changes were made to the ITIL Service Design book for ITIL 2011?

  Throughout the updated ITIL Service Design publication, there has been a particular focus on alignment with ITIL Service Strategy. A number of concepts and principles have been clarified, most significantly the flow and management of activity throughout the overall service design stage, with the addition of the design coordination process. Other significant clarifications include the five aspects of service design, the design of the service portfolio, and the terminology related to service catalogue views.

  How much time is spent on each topic?

  Content	Hours
  Service lifecycle overview	.75
  Introduction to service design	1.75
  Service design principles	2.75
  Service design processes	5.5
  Service design technology-related activities	2.0
  Organising for service design	0.5
  Technology considerations	.75
  Implementation and improvement of service design	.75
  Challenges, critical success factors and risks	.75
  Practice exams, review and exam	5.0

  Times, including the workshops, are estimates; exact times may vary according to the needs of each class.

  What's the difference between the Lifecycle and Capability certificates?

  The Lifecycle and Capability certificates comprise the two streams, or branches, of the ITIL intermediate-level qualification scheme.

  The Lifecycle stream-which includes the service strategy qualification-consists of five modules or certifications. These certifications focus on the service lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality service management practices in an organisation.

  The Capability certificates, which are made up of four modules, are geared toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire service lifecycle.

  Has this course been updated to ITIL 2011?

  Yes. This course has been updated to ITIL 2011.

  How much time do I have to take the exam and what's the pass score?

  You have 90 minutes to complete the multiple-choice, scenario-based exam. You must correctly answer 70% of the answers to pass.

  I'm attending this course from work using AnyWare-Learning Tree's web-based remote attendance platform. How will that impact what I learn?

  You will participate fully in the course and acquire the same knowledge and skills as your classmates who participate in the classroom. You will have the same course materials, be able to easily communicate back and forth and ask questions of your instructors and peers.

  What is the relationship between Learning Tree, the APM Group (APMG) and the Cabinet Office?

  Both Learning Tree and this course have been accredited by the APM Group. As an accredited training organisation (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. APM Group is responsible for providing the examination papers, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance developed and owned by the Cabinet Office aimed at helping organisations and individuals manage their projects, programs and services.

  How does this course relate to other Learning Tree courses?

  The following Learning Tree courses are part of the ITIL Lifecycle stream:

  • 982, ITIL® Intermediate Qualification: Service Strategy
  • 992, ITIL® Intermediate Qualification: Service Transition
  • 991, ITIL® Intermediate Qualification: Service Operation
  • 994, ITIL® Intermediate Qualification: Continual Service Improvement

  The following courses are part of the ITIL Capability stream:

  • 995, ITIL® Intermediate Qualification: Operational Support and Analysis
  • 997, ITIL® Intermediate Qualification: Planning, Protection and Optimisation
  • 996, ITIL® Intermediate Qualification: Release, Control and Validation
  • 998, ITIL® Intermediate Qualification: Service Offerings and Agreements

  This certification course may also be of interest:

  • 983, ITIL® Managing Across the Lifecycle Qualification

• Certification/Credits

  Many Learning Tree courses provide college credit and industry continuing education credits. You can also earn a Learning Tree Professional Certification in your area of expertise and prepare for popular industry certifications. See below for continuing professional development credits associated with this course.

  	Learning Tree and this course are accredited by the APM Group. As an accredited training organisation (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. Read More...
  	This course is approved by PMI® for 19 professional development units (PDUs). For more on the Project Management Institute and a full list of courses approved for PDUs. Read More...

• Tuition

  3-Day Fee	New Attendee	Returning Attendee	Notes
  Fee Per Course	£1,595	Call 0800 282 353	Click here for multi-course savings plans. Tuition payment is not required at time of enrolment.