ITIL® Intermediate Service Design (SD) Training

• 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

• 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.

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