Course Description:

This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Service Design phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Design stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

Audience:
The Service Design Lifecycle course will be of interest to:

  • Individuals who have their ITIL Foundation Certificate who want to purse the intermediate and advanced level ITIL certifications.
  • Individuals who require a deeper understanding of the Service Design stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization.
  • IT professionals working in or new to a Service Design environment who require and understanding of the concepts, processes, functions and activities involved.
  • Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules.
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.
  • A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers involved in the management, coordination and integration of design activities within the Service Lifecycle.

Learning Objectives:
Upon completion of this course and examination, the learner will gain competencies in:

  • Understanding Service Management as a Practice and Service Design principles, purpose and objective
  • Understanding how all Service Design processes interact with other Service Lifecycle processes
  • The sub-processes, activities, methods and functions used in each of the Service Design processes
  • The roles and responsibilities within Service Design and the activities and functions to achieve operational excellence
  • How to measure Service Design performance
  • Understanding technology and implementation requirements in support of Service Design
  • The challenges, critical success factors and risks related with Service Design

Prerequisites:
Candidates for this course must:

  • Hold an ITIL Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL , e.g.: earlier ITIL qualifications, must pass the current ITIL Foundation exam before attending this course)
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

 Agenda:

Day 1 Day 2 Day 3
1. Introduction & Introduction to SD 3. Service Design Processes 4. Service Design Technology Related Activities
2. Service Design Principles 5. Organizing for Service Design

6. Consideration of Technology

Lunch Lunch Lunch
2. Service Design Principles 3. Service Design Processes 7. Implementation and improvement of Service Design
3. Service Design Processes 8. Exam Preparation/Mock Exam
Homework (review of day’s material) Homework (review of day’s material) Exam

Ordering Options:

Description Code
Service Design Lifecycle Course – Materials printed by ITpreneurs ITL9336MPI
Service Design Lifecycle Course – Materials printed by partners ITL9336MPP
Service Design Lifecycle – Online exam ITL9336XO
Service Design Lifecycle – Paper exam ITL9336XP
Service Design Lifecycle – Instructor ITL9336I

 

Course Outline:

Course introduction
Introductions
Course Introduction
Course Learning Objectives
Unique Nature of the Course
Course Qualification Scheme
Course Agenda and Exam Details
Course Agenda
ITIL Intermediate Classroom Course
ITIL Intermediate Expert Program Course
ITIL Intermediate Classroom Blended Course
ITIL Intermediate Virtual Classroom Blended Course
Unit 1: Introduction to Service Design
1.1 Purposes and Objectives
1.2 Scope and Value to the Business
1.3 Service Design Goals
1.4 Context
1.5 Inputs, Outputs, Contents,  and Use of SDP
1.6 Contents and Use of SAC
1.7 Group/Individual Exercise
1.8 Sample Test Question
Summary of Unit 1
Unit 2: Service Design Principles
2.1 Holistic Service Design
2.2 Balanced Design
2.3 Identifying Service Requirements
2.4 Identifying and Documenting Business Requirements and Drivers
2.5 Design Activities
2.6 Design Aspects
2.6.1 Designing Service Solutions
2.6.2 Designing Management Information Systems and Tools
2.6.3 Designing Technology Architectures and Management Architectures
2.6.4 Designing Processes
2.6.5 Designing Measurement Methods and Metrics
2.7 Subsequent Design Activities
2.8 Design Constraints
2.9 Service-Oriented Architecture
2.10 Service Design Models
2.11 Group/Individual Exercise
2.12 Sample Test Question
Summary of Unit 2
Unit 3: Service Design Processes – Part 1
3.1 Design Coordination
3.1.1 Purpose and Objectives
3.1.2 Scope of Design Coordination
3.1.3 Value to the Business
3.1.4 Policies, Principles, and Basic Concepts
3.1.5 Process Activities, Methods, and Techniques
3.1.6 Triggers, Inputs, Outputs, and Interfaces
3.1.7 CSFs and KPIs
3.1.8 Challenges and Risks
3.2 Service Catalogue Management
3.2.1 Purpose and Objectives
3.2.2 Scope of the Process
3.2.3 Value to the Business
3.2.4 Policies, Principles, and Basic Concepts
3.2.5 Process Activities, Methods, and Techniques
3.2.6 Triggers, Inputs, Outputs, and Interfaces
3.2.7 CSFs and KPIs
3.2.8 Challenges and Risks
3.3 Service Level Management
3.3.1 Purpose and Objectives
3.3.2 Scope of the Process
3.3.3 Value to the Business
3.3.4 Policies, Principles, and Basic Concepts
3.3.5 Process Activities, Methods, and Techniques
3.3.6 Triggers, Inputs, Outputs and Interfaces
3.3.7 CSFs and KPIs
3.3.8 Challenges and risks
3.4 Sample Test Question
Summary of Unit 3
Unit 4: Service Design Processes – Part 2
4.1 Capacity Management
4.1.1 Purpose and Objectives
4.1.2 Scope of Capacity Management
4.1.3 Business Value of Capacity Management
4.1.4 Policies, Principles,  and Basic Concepts
4.1.5 Process Activities, Methods, and Techniques
4.1.6 Triggers, Inputs, Outputs, and Interfaces
4.1.7 CSFs and KPIs
4.1.8 Challenges and Risks
4.2 Availability Management
4.2.1 Purpose and Objectives
4.2.2 Scope of the Process
4.2.3 Value to the Business
4.2.4 Policies, Principles, and Basic Concepts
4.2.5 Process Activities, Methods,  and Techniques
4.2.6 Triggers, Inputs, Outputs,  and Process Interfaces
4.2.7 Critical Success Factors and Key Performance Indicators
4.2.8 Challenges and Risks
4. 3 Supplier Management
4.3.1 Purpose and Objectives
4.3.2 Scope of the Process
4.3.3 Value to the Business
4.3.4 Policies, Principles, and Basic Concepts
4.3.6 Triggers, Inputs, Outputs, and Interfaces
4.3.7 CSFs and kpis
4.3.8 Challenges And Risks
Summary of Unit 4
Unit 5: Service Design Processes – Part 3
5.1 IT Service Continuity Management
5.1.1 Purpose and Objectives
5.1.2 Scope
5.1.3 Value to the Business
5.1.4 Policies, Principles, and Basic Concepts
5.1.5 Process Activities, Methods, and Techniques
5.1.5.1 Stage 1 – Initiation
5.1.5.2 Stage 2 – Requirements and Strategy
5.1.5.3 Stage 3 – Implementation
5.1.5.4 Stage 4 – Ongoing Operation
5.1.5.5Invocation
5.1.6 Triggers, Inputs, Outputs, and Interfaces
5.1.7 Critical Success Factors and Key Performance Indicators
5.1.8 Challenges and Risks
5.2 Information Security Management
5.2.1 Purpose and Objectives
5.2.2 Scope of ISM
5.2.3 Value to the Business
5.2.4 Policies, Principles, and Basic Concepts
5.2.5 Process Activities, Methods, and Techniques
5.2.6 Triggers, Inputs, Outputs, and Interfaces
5.2.7 CSFs and KPIs for Successful ISM
5.2.8 Challenges and Risks
5.3 Group/Individual Exercise
Summary of Unit 5
Unit 6: Service Design Technology-Related Activities
6.1 Requirements Engineering
6.2 Management of Data and Information
6.3 Management of Application
6.4 Group/Individual Exercise
Summary of Unit 6
Unit 7: Organizing for Service Design
7.1 Responsibility model – RACI
7.2 Functions
7.3 Roles
7.4 Group/Individual Exercise
7.5 Sample Test Question
Summary of Unit 7
Unit 8: Technology Considerations
8.1 Types of Tools Benefiting Service Design
8.2 Requirements for Service Management Tools
8.3 Sample Test Question
Summary of Unit 8
Unit 9: Implementation and Improvement of Service Design
9.1 Business Impact Analysis
9.2 Service Level Requirements
9.3 Risks to the Services and Processes
9.4 Implementing Service Design
9.5 Measurement of Service Design
9.6 Challenges of Service Design
9.7 Service Design Risks
9.8 Service Design CSFs and KPIs
9.9 Group/Individual Exercise
9.10 Sample Test Question
Summary of Unit 9
Unit 10 : Exam Preparation Guide
10.1 Mock Exam 1
10.2 Mock Exam 2

 

 

Ciudad:

Medellín – Colombia

Infórmate con Nosotros!

KAREN PACHECO VALDERRAMA

Celular: 3113644660 Email: karen.pacheco@celeritum.com