ITIL® v3 Intermediate Qualification: Service Design

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.

Workshop Course

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

Important Course Information

Pre-course 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) is required to take the ITIL Certification Exam on the final day

Exam Entry Criteria

Candidates must hold the ITIL v3 Foundation Certificate or the v3 Foundation Bridge Certificate.

It is also strongly recommended that candidates complete the pre-course work, which includes reading the Key Element Guide Service Design, reviewing the certification syllabus and reading the ITIL Service Design book in advance of attending the course.

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 Catalog Management (SCM)

Managing the Service Catalog
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 ongoing 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

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