ITIL® Intermediate: Service Design
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ITIL Service Design is one of ten intermediate level courses in the ITIL curriculum. Gain the skills you need to plan, implement, and optimise service design processes. Successful completion of this three-day course course provides you with the foundational knowledge needed to pass the ITIL Intermediate Service Design certification exam, and earns three credits towards ITIL Expert certification.
You Will Learn How To
- Prepare for and pass the ITIL Service Design (SD) Exam
- Define the goal, objectives, and scope of SD
- Outline key activities for SD processes
- Enhance the quality of IT service provision within an organisation
- Measure SD using critical success factors and key performance indicators
Important Course Information
Requirements
- Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
Recommended Experience
- Basic IT literacy and around two years of IT experience
Course Preparation
- Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Service Design, which you should read as part of the 21 hours of personal study
- You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials
Exam Information
- The ITIL Service Design exam can be taken on the last day of the course (in-class), or any time after the course is completed via an online proctored exam with PeopleCert.
- Achieving the ITIL Intermediate Qualification: Service Design certificate provides three credits toward your ITIL Expert certification
All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee
- Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
- ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.
Course Outline
- ITIL Service Design Introduction and Overview
- Purpose and goals
- Scope of service design
- Doing it right the first time
- Designing new and changed service
- Key ITIL 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
Convenient Ways to Attend This Instructor-Led Course
Hassle-Free Enrolment: No advance payment required to reserve your seat.
Tuition Fee due 30 days after you attend your course.
In the Classroom
Live, Online
Private Team Training
In the Classroom — OR — Live, Online
Tuition Fee — Standard: £995
10 - 12 Oct
(3 Days)
9:00 AM - 5:30 PM BST
London / Online (AnyWare)
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20 - 22 Feb
(3 Days)
9:00 AM - 5:30 PM GMT
London / Online (AnyWare)
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12 - 14 Jun
(3 Days)
9:00 AM - 5:30 PM BST
London / Online (AnyWare)
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AFTERNOON START: Attend these live courses online via Anyware
30 Jan - 1 Feb
(3 Days)
2:00 PM - 10:30 PM GMT
Online (AnyWare)
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20 - 22 Mar
(3 Days)
1:00 PM - 9:30 PM GMT
Herndon, VA / Online (AnyWare)
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24 - 26 Jul
(3 Days)
2:00 PM - 10:30 PM BST
Online (AnyWare)
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18 - 20 Sep
(3 Days)
2:00 PM - 10:30 PM BST
Herndon, VA / Online (AnyWare)
Reserve Your Seat
Guaranteed to Run
When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.Private Team Training
Enroling at least 3 people in this course? Consider bringing this (or any course that can be custom designed) to your preferred location as a private team training.
For details, call 0800 282 353 or Click here »
Tuition Fee
Course Tuition Fee Includes:
Training Hours
Days 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. - 4:30 p.m.
Two 15-minute breaks
45-minute lunch
Exam*:
3:00 p.m. - 4:30 p.m.
*All AnyWare remote attendees will need to contact our Learning Tree Customer Service department prior to their course start date in order to make arrangements for taking the necessary ITIL exam.
Both Learning Tree and this course have been accredited by PEOPLECERT. As an Accredited Training Organisation (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. PEOPLECERT 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 owned by AXELOS Limited aimed at helping organisations and individuals manage their projects, programmes, and services.
AFTERNOON START class hours:
2:00 p.m. - 9:30 p.m.
Last day class hours:
2:00 p.m. - 8:30 p.m.
Free Course Exam – Last Day:
8:30 p.m. - 9:30 p.m.
Each class day:
Informal discussion with instructor about your projects or areas of special interest
9:30 p.m. - 10:30 p.m.
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Earn 19 PDUs
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and PMBOK are marks of the Project Management Institute, Inc.
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.
Business & Strategic : 19 PDUs