ITIL^® Intermediate Service Design (SD) Training

Overview
Course Content
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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
2. Service design principles
3. Service Design Processes
4. Service design technology-related activities
5. Organizing for Service Design
6. Technology Considerations
7. Implementing and improving service design
8. Challenges, critical success factors and risks

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