ITIL ® Intermediate Service Design 2011 Edition

Course details

The student will learn the SD (Service Design) part of the ITIL® v3 Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® v3 Service Design Intermediate exam as well as proving valuable workplace knowledge.

Course Outline

1 - COURSE INTRODUCTION

• The concept of Service Management as a practice
• The concept of Service, its value proposition and composition
• The concepts of Function, Process and Role The purpose, goals and objectives of Service Design
• The scope of Service Design
• Business value
• The contents and use of the Service Design Package
• The contents and use of Service Acceptance Criteria

2 - 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 principles and the five aspects of Service Design:
• Design aspects
• Designing service solutions
• Designing supporting systems, especially 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

3 - PROCESSES

• The activities and techniques, but not the detailed process steps, for the following processes:
• Service Catalog Management
• Service Level Management
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Supplier Management
• Design Coordination
• The five aspects of Service Design as they relate to the management of Service Design processes

4 - TECHNOLOGY RELATED ACTIVITIES

• Activities and techniques within Requirements Engineering
• Activities and techniques within Data and Information Management
• Activities and techniques associated with Application Management

5 - ORGANIZING FOR SERVICE DESIGN

• Functional roles analysis and use of the RACI matrix
• The roles and responsibilities within Service Design

6 - TECHNOLOGY CONSIDERATIONS

• The types of tools that would benefit Service Design
• Requirements for Service Management tools

7 - IMPLEMENTATION AND IMPROVEMENT

• The Service Design issues relating to:
• Business Impact Analysis
• Service Level Requirements Risks
• The six-stage implementation approach
• Measurements through Critical Success Factors and Key Performance Indicators
• Prerequisites for success and risks affecting Service Design activities and processes

8 - EXAM PREPARATION

• Sample Exams
• Feedback
• Recap

Target Audience: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Service Design phase of the Lifecycle and the affected processes, functions and activities and their application.

Related Certifications:

• ITIL Intermediate Life Cycle
• ITIL Intermediate Service Design

Related Exams:

• ITIL Service Design