0800 282 353 or +44 1372 364610
Productivity through Education®
 
 

ITIL® Intermediate Qualification: Service Design

 
Course: 993   Duration: 3 Days   PMI: 19
 
 

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 processes using critical success factors and key performance indicators

Course Benefits

ITIL service design best practices enable IT departments to design services and govern practices, policies and procedures that facilitate the introduction of services into a live environment, thereby ensuring quality service delivery, customer satisfaction and cost-effective service provision. In this course, you learn how to plan, implement and optimise the service design processes and gain the skills required to take the ITIL Intermediate Qualification: Service Design Certification Exam.

Who Should Attend

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Design Certificate. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

Workshop Course

Workshops provide you with knowledge of the service design processes and include:
  • Analysing sourcing strategies
  • Drafting a service level requirements document
  • Considering capacity management interfaces to service design
  • Capturing tacit knowledge when eliciting requirements

Related Courses

  • 3811 Putting ITIL® into Practice
  • 983 ITIL® Intermediate Qualification: Managing Across the Lifecycle
  • 982 ITIL® Intermediate Qualification: Service Strategy
  • 991 ITIL® Intermediate Qualification: Service Operation
  • 992 ITIL® Intermediate Qualification: Service Transition
  • 994 ITIL® Intermediate Qualification: Continual Service Improvement
  • 995 ITIL® Intermediate Qualification: Operational Support and Analysis
  • 996 ITIL® Intermediate Qualification: Release, Control and Validation
  • 998 ITIL® Intermediate Qualification: Service Offerings and Agreements

 
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logoTM is a Trade Mark of the Office of Government Commerce.
   ITIL<sup>®</sup> Intermediate Qualification: Service Design

Upcoming Dates

Live online classroom training.Attend highlighted events in person or live, online via Learning Tree AnyWareTM.

UK Dates

30 May - 1 JunLondon
24-26 OctLondon

US East Coast Dates

29 Feb - 2 MarWashington, DC*
3-5 AprWashington, DC*
23-25 MayWashington, DC*

*New York and Washington, DC Courses – Available online with a run time of 2pm to 9pm BST.

For AnyWare enrolments, please register at least 10 days prior to the start of the course.

Mainland Europe Dates

24-26 AprBrussels
23-25 OctBrussels

For complete schedule, please visit www.learningtree.co.uk
 
http://www.learningtree.co.uk/courses/uk993.htm
 
 
0800 282 353 or +44 1372 364610
Productivity through Education®
 
 

ITIL® Intermediate Qualification: Service Design

 
Course: 993   Duration: 3 Days   PMI: 19
 
 
Course Content
 

Introduction and Overview

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

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

  • Managing the service catalogue
  • 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
  • Capacity management: 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 and service design-focused processes
  • 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 for money

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 for adoption of service design
 
http://www.learningtree.co.uk/courses/uk993.htm
 
 
0800 282 353 or +44 1372 364610
Productivity through Education®
 
 

ITIL® Intermediate Qualification: Service Design

 
Course: 993   Duration: 3 Days   PMI: 19
 
 

Important Course Information:

  • Precourse reading required
  • Approximately 1 hour of home study each evening
  • Course fee includes the ITIL Intermediate Qualification: Service Design Certification Exam
  • The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day

Exam Entry Criteria:

Candidates must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert Certificate achieved via a bridging route.

It is also recommended that candidates 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.

Course Fees
£ 1,565Standard Fee
Fee with a Savings Plan
£ 1,2252-Course Passport
£ 1,0853-Course Passport
£ 1,0004-Course Passport
£ 1,600Voucher 10-Pack

Your Course Fee Entitles You To...

  • Class participation
  • Team workshops
  • Use of in-class hands-on equipment
  • Comprehensive course materials
  • Morning and afternoon refreshments
  • Course Completion Certificate
  • FREE participation in the Learning Tree Professional Certification Programmes (including related exams)
  
 

Savings Plans

2-Course Passport
  • 2 Courses in 12 months for £2,450
  • As little as £1,225 per course
  • Savings up to 45% per course
3-Course Passport
  • 3 Courses in 24 months for £3,250
  • As little as £1,085 per course
  • Savings up to 50% per course
4-Course Passport
  • 4 Courses in 24 months for £4,000
  • As little as £1,000 per course
  • Savings up to 55% per course
Training Vouchers
  • Save as much as £675 per course
  • Fully transferable
  • As low as £1,600 per course
* Exact savings may vary depending on courses selected.

Your Guarantee of Satisfaction

Unless you feel 100% satisfied that Learning Tree delivered even more than you expected, there is no fee for your course attendance. Our Guarantee of Quality lets you experience the value of the course - and then pay only if you feel the course was well worth the fee.

Enrolling is Easy and Flexible!

Enrol by phone or online. If your plans change, just let us know and, without a fee, you can transfer to another course or cancel your enrolment. Pay after you've taken the course, and then only if you are 100% satisfied.
 
http://www.learningtree.co.uk/courses/uk993.htm