ITIL® Intermediate Service Design (SD) Training

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ITIL® Intermediate Service Design training imparts in-detailed knowledge on the Service Design phase of Service Lifecycle. The training explains about the overall concepts, policies, procedures and the right approach of conducting the activities. Aspirants will learn how to manage and control the activities involved in the Service Design phase and are interfaced to other ITIL® Service Lifecycle. Strong emphasis is laid on scenario-based learning and problem-solving approach. The training pattern also prepares you to write the associated certification exam.

Upon the completion of the service design training you will gain competency in the following:

  • Understand the purpose, objective, scope of service design
  • Determine how it adds value to the business
  • Design and utilize service portfolio to provide enhanced services meeting the customer’s needs
  • Define various metrics and measurement system to evaluate the performance of Service design processes
  • Design different service design models focusing on the technical architecture, functionality, managerial perspective, and usability
  • Organize service design roles and responsibilities
  • Implement the different stages of service design and keep on improving the steps involved in executing different activities
Target audience

This course is primarily for IT professionals, including the managers, practitioners, Business Analysts, Business Relationship Managers who are involved in the strategy, design, implementation, support of ongoing activities. The professionals involved in the delivery of business IT services and those who interface with information systems and require a deep understanding of Service Design to enhance IT service support are ideal candidates for this training.

Prerequisites
  • The candidate must hold ITIL® v3 Foundation Level certificate in IT Service Management
  • Formally, there is no working experience requirement, but a professional with 2 to 4 years of experience can get best out of this training.
Exams

ITIL® Service Design Certification

1. Introduction to Service Design

  • Purpose and objectives of service Design
  • Scope of service design and ways that service design adds value to the business
  • Context of service design in relation to all other lifecycle stages

2.Service design principles

  • Design service solutions related to a customer’s needs
  • Design and utilize the service portfolio to enhance business value
  • Measurement systems and metrics
  • Service design models to accommodate different service solution

3. Service Design Processes

  • Knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions

4. Service design technology-related activities

  • Requirements engineering in the design process and utilizing the three types of requirements as identified for any system; functional, management/operations and usability
  • Design of technical architectures for data and information management, and application management

5. Organizing for Service Design

  • How to design, implement and populate a RACI diagram for any process that is within the scope of IT service management
  • Service design roles and responsibilities, where and how they are used and how a service design organization would be structured to use these roles

6. Technology Considerations

  • Service design related service management tools, where and how they would be used
  • Benefits and types of tools that support service design

7. Implementing and improving service design

  • Six-stage implementation/improvement cycle and how the activities in each stage of the cycle are applied
  • How business impact analysis, service level requirements and risk assessment can affect service design solutions

8. Challenges, critical success factors and risks

  • Be able to provide insight and guidance for service design challenges, risks and critical success factors

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