ITIL Service Design
Duration: 3 days
Objectives
Candidates completing the course can expect to gain an understanding of the Service Design (SD) Lifecycle.
This includes:
-Competency in the SD Lifecycle's principles, processes, activities and functions
-an appreciation of the technology considerations for the Lifecycle
-an awareness of the implementation considerations for the Lifecycle
-insight into the operational challenges, risks and critical success factors of the SD Lifecycle
Audience
The anticipated audience for this training includes:
-individuals who require a detailed understanding of the Service Design phase of the ITIL V3 Service Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
-IT professionals working within or about to enter a Service Design environment, who require an understanding of the concepts, processes, functions and activities involved
-individuals seeking the ITIL Expert certification in IT Service Management This includes but is not limited to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of design activities within the Service Lifecycle.
Pre-requisites
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or v2 Foundation plus Bridge Certificate).
Please note that documentary evidence of this qualification and photographic ID will be required prior to sitting the examination.
Course Structure
This classroom based course is a mix of lecture and discussion with practical exercises and coursework throughout.
The training includes detailed preparation for the examination which will be held at the end of Day Three.
Examination Format
A 90 minute, multiple choice paper featuring eight scenario-based, gradient scored questions.
(Each question will have 4 possible answer options, one of which is worth 5 marks (the 'correct' answer), one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks).
In order to qualify for a pass candidates must achieve a minimum score of 28/40 (70%).
Documentation
Full course documentation is included in the price.
Course Outline
Introduction to Service Design
-how it fits into the ITIL Lifecycle
-its main scope and its purpose, goals and objectives
-the ITIL processes, functions and roles it features
-the value it brings to the business
-Service Design Packages – their contents and use
-Service Acceptance Criteria – their contents and use
Service Design Principles
-Service Design principles and service composition
-the importance and approach to balanced design
-service requirements, business requirements and drivers
-design activities and constraints
-the five aspects of Service Design to the management of the SD processes
-designing service solutions
-designing supporting systems and the Service Portfolio
-designing technology architectures
-designing processes
-designing measurement systems and metrics
-Business Service Management (BSM) and Service Oriented Architecture (SOA) principles
-Service Design models
Service Design Processes
-The activities and techniques of:
-Service Catalogue Management
-Service Level Management
-Capacity Management
-Availability Management
-IT Service Continuity Management
-Information Security Management
-Supplier Management (including the other ITIL Lifecycle processes that interface)
Service Design Technology Related Activities
-requirement types and activities and techniques within Requirements Engineering
-the activities and techniques within Data and Information Management
-activities and techniques associated with Application Management
Organising Service Design Functions
-functional roles analysis and RACI
-the roles and responsibilities within Service Design
Technology Considerations
-technology, tools and telephony requirements for the Lifecycle processes and activities
Implementation and Improvement Considerations
-Business Impact Analysis, Service Level Requirements and risks
-the six-stage implementation approach
Challenges, Critical Success Factors and Risks