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ITIL® v3 Intermediate Qualification: Service Design

Course: 993   Type: Workshop   Duration: 3 Days
Quick Enrol  

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 v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Course Workshops
Workshops provide you with knowledge of the Service Design processes and include:
  • Establishing and justifying the constraints for different IT services
  • Developing and presenting a high-level security policy
  • Preparing and justifying a continuity approach for a set of services
  • Creating a financial justification for the purchase and deployment of Service Design tools
  • Producing a draft Service Level Agreement (SLA)
  • Completing Business Impact Analysis and Risk Management

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
  • New or changes service solutions
  • Service management systems and tools
  • Technology architectures and management systems
  • Processes, roles and capabilities
  • Measurement, methods and metrics
Four Ps of Design
  • People
  • Products
  • Processes
  • Partners
Primary Activities of Service Design
Analysing business requirements
  • Collection, analysing and engineering requirements
  • Evaluating Service Design models
  • Identifying solution alternatives reusing existing components
  • Designing the appropriate solution
  • Developing service acceptance criteria
  • Evaluating total costs and agree expenditures
Achieving balance between design and existing strategies
  • Ensuring inclusion of governance and security controls
  • Completing IT readiness assessment
  • Aligning supplier and supporting agreements
  • Assembling the Service Design Package (SDP)
  • Producing, maintaining and revising all services, design processes and documents
  • Liaison with other design and planning activities
  • Aligning with corporate and IT strategies
Service Design Processes
Service Catalogue Management (SCM)
  • 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 (SLM)
  • 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 on-going recovery capability to match agreed needs, requirements and time scales
  • Developing service continuity and recovery plans
  • Aligning plans with business needs over time
Service Design and Technology
Technology-related activities
  • Requirements Engineering: requirement types, activities and techniques
  • Data and Information Management activities
  • Techniques within Application Management
  • Investigating Service Design requirements
  • Technology considerations for Service Design
Organising Service Design
  • Roles appropriate within Service Design and Service Design-focused processes
  • Defining Service Design responsibilities
  • Aligning information security with business security
  • Managing suppliers to ensure quality and value for money
Implementation Challenges and Risks
  • 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

Related Courses
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ITIL ® v3 Intermediate Qualification: Service Design
Course Schedule
28 - 30 Jan, 2009
London
15 - 17 Apr, 2009
London
24 - 26 Jun, 2009
London
2 - 4 Sep, 2009
London

 

£ 1,395 - Standard Tuition
Savings Plans
£ 735 - 10-Day Training Pass
£ 915 - Flex-Training Passport
£ 1,000 - Short Course Vouchers
£ 1,255 - Alumni Gold Tuition

 
Important Course Information
  • Approx. 5-8 hours of pre-course preparation
  • 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) is required to take the ITIL Certification Exam on the final day
 
Special Course Promotions
Note for Passport, FlexPass and 10-Day Pass Holders
An additional fee of £150 is applied for the examination when you use your Passport, FlexPass or 10-Day Pass for this course.
 
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Customer Service or Enrol: 0800 282 353 or +44 1372 364610