In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service design phase of the service lifecycle. You will cover management and control of the activities and techniques within the service design stage, not the detail of each of the supporting processes. Through lecture, exercises, and scenario-based questions, you will learn the core disciplines of the ITIL best practices.

This course positions you to successfully complete the associated exam, which is offered on the last day of the course at 3:30 pm.

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.

Certification:

• ITIL Expert Qualification
• Service Design Qualification

Thousands of students have achieved ITIL certifications with the help of our training. We're so confident in our ITIL training, we guarantee your success on the Intermediate ITIL exams or your money back. Visit www.globalknowledge.com/itilguarantee for details.

What You'll Learn

• Service management as a practice and service design principles, purpose, and objective
• 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
• Roles and responsibilities within service design and the activities and functions to achieve
• operational excellence
• How to measure service design performance
• Technology and implementation requirements in support of service design
• Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with service design

Who Needs to Attend

• IT operations, technical, or IT management personnel requiring more information about ITIL best practices
• Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Prerequisites

• ITIL Foundation Certification (required)
• Two years of relevant work experience
• To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Service Design (2011 Edition, ISBN 9780113313051) and complete at least 21 hours of personal study

Follow-On Courses

• ITILŪ Service Lifecycle: Service Strategy
• ITILŪ Service Lifecycle: Service Transition
• ITILŪ Service Lifecycle: Service Operation
• ITILŪ Service Lifecycle: Continual Service Improvement
• ITILŪ Service Capability: Planning, Protection, and Optimization
• ITILŪ Service Capability: Service Offerings and Agreements
• ITILŪ Service Capability: Release, Control, and Validation
• ITILŪ Service Capability: Operational Support and Analysis
• ITILŪ: Managing Across the Lifecycle

Certification Programs and Certificate Tracks

This course is part of the following programs or tracks:

• ITILŪ Certifications

Why Global Knowledge?

Emphasis on Practicing, Not Preaching

Our courses maximize learning through intensive, hands-on exercises. Our experiential design puts theory into practice and dramatically improves your learning experience, professional development, and retention. It is the difference between memorizing facts and building competency. We use more challenging scenarios and offer greater detail and practice of each concept than traditional courses, so you will return to work more knowledgeable and with greater expertise.

Free Templates with Every Course

Creating templates to support your methodology is expensive and time consuming. We make it easy for you to adopt best practices quickly and easily by including our CD of 110 templates with this course. You can easily customize the templates for use throughout your organization.

Flexible Courses That Fit Your Needs

Building our courses with individual lesson objects allows us to easily customize a solution that meets the needs of your organization. From editing standard course curriculum to creating a custom course that complements the best practices of your organization, we have the experience and expertise to deliver exactly what you need.

Customization for Organizations

Using our SOLVE methodology (Surround, Originate, Launch, Validate, Evolve), we can assess your organization's unique learning needs and goals, design and implement a tailored solution, and provide continuous program improvements. We also offer curriculum-planning services to help maximize the return on your organization's training investment.

Course Outline

1. Introduction to Service Design

• Key Service Management Concepts
• Purpose, Goals, and Objectives of Service Design
• Scope of Service Design
• Service Design Processes Supporting the Service Lifecycle
• Value of Service Design
• Service Design Fundamentals
• Processes within Service Design
• Service Design Inputs and Outputs

2. Service Design Principles

• Holistic Design, Service Composition, and the Four Ps of Service Design
• Five Major Aspects of Service Design
• Importance of Taking a Balanced Approach to Service Design
• Service Requirements, Business Requirements, and Drivers
• Design Activities and their Constraints
• Service-Oriented Architecture Principles
• Service Design Models

3. Design Coordination Process

• Purpose, Objectives, and Scope
• Value to the Business
• Policies, Principles, and Basic Concepts
• Process Triggers, Inputs, Activities, Methods, and Outputs
• Process Interfaces
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities

4. Service Catalogue Management Process

• Purpose, Objectives, and Scope
• Value to the Business
• Policies, Principles, and Basic Concepts
• Process Triggers, Inputs, Activities, Methods, and Outputs
• Process Interfaces
• CSFs and KPIs
• Challenges and Risks
• Key Service Catalogue Management Roles

5. Service Level Management Process

• Purpose, Objectives, and Scope
• Value to the Business
• Policies, Principles, and Basic Concepts
• Process Triggers, Inputs, Activities, Methods, and Outputs
• Process Interfaces
• CSFs and KPIs
• Challenges and Risks
• Key Service Level Management Roles

6. Supplier Management Process

• Purpose, Objectives, and Scope
• Value to the Business
• Policies, Principles, and Basic Concepts
• Process Triggers, Inputs, Activities, Methods, and Outputs
• Process Interfaces
• CSFs and KPIs
• Challenges and Risks
• Key Supplier Management Roles

7. Availability Management Process

• Purpose, Objectives, and Scope
• Value to the Business
• Policies, Principles, and Basic Concepts
• Process Triggers, Inputs, Activities, Methods, and Outputs
• Process Interfaces
• CSFs and KPIs
• Challenges and Risks
• Key Availability Management Roles

8. Capacity Management Process

• Purpose, Objectives, and Scope
• Value to the Business
• Policies, Principles, and Basic Concepts
• Process Triggers, Inputs, Activities, Methods, and Outputs
• Process Interfaces
• CSFs and KPIs
• Challenges and Risks
• Key Capacity Management Roles

9. IT Service Continuity Management Process

• Purpose, Objectives, and Scope
• Value to the Business
• Policies, Principles, and Basic Concepts
• Process Triggers, Inputs, Activities, Methods, and Outputs
• Process Interfaces
• CSFs and KPIs
• Challenges and Risks
• Key IT Service Continuity Management Roles

10. Information Security Management Process

• Purpose, Objectives, and Scope
• Value to the Business
• Policies, Principles, and Basic Concepts
• Process Triggers, Inputs, Activities. Methods, and Outputs
• Process Interfaces
• CSFs and KPIs
• Challenges and Risks
• Key Information Security Management Roles

11. Organizing for Service Design

• Functional Role Analysis
• Using the RACI Matrix in Process Design
• Functions within Service Design
• Business Impact Analysis

12. Technology and Implementation Consideration

• Good Practices for Process Implementation
• Generic Requirements for Technology to Assist Service Design
• Applying Evaluation Criteria for Technology and Processes
• Planning and Implementing Service Management Technologies

13. Challenges, Risks, and CSFs of Service Design

14. Exam Preparation/Mock Exam

15. Exam