This course leads to the ITIL Certificate – Service Design. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.
Service Design
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Description
Service Design
This course leads to the ITIL Certificate – Service Design. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.
The course covers the management and control of the activities and techniques within the Service Design stage, but not the detail of each of the supporting processes.
| Length | 3 days |
| Target group | This course is suitable for individuals who require a detailed understanding of the ITIL Service Design phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.It is particularly suitable for: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers. |
| Exam | The examination is closed book and made up of multiple choice questions based on a scenario. Students will be allowed 120 minutes to answer the questions. You need at least 70% (28/40 points) to pass. |
| Prerequisites | Candidates wishing to be trained and pass the exam for this qualification must already hold the ITIL Foundation Certificate. |
You’ll learn
Detailed understanding of processes, functions and activities related to Service Design within the Service Lifecycle.
- Introduction to service design
- Service design principles
- Service design processes
- Service design technology-related activities
- Organizing for Service Design
- Technology considerations
- Implementation and improvement of service design
- Challenges, critical success factors and risks
Course content
Introduction to service design
- The purpose, goals and objectives of service design
- The scope of service design
- The business value of service design activities
- The context of service design in the ITIL service lifecycle
- Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria
Service design principles
- Design service solutions related to a customer’s needs
- Design and utilize the service portfolio to enhance business value
- The measurement systems and metrics
- Service design models to accommodate different service solutions
Service design processes
- The interaction of service design processes
- The flow of service design as it relates to the business and customer
- The five design aspects and how they are incorporated into the service design process
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
- The design of technical architectures for data and information management, and application management
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
- The service design roles and responsibilities, where and how they are used and how a service design organization would be structured to use these roles
Technology considerations
- Service design related service management tools, where and how they would be used
- The benefits and types of tools that support service design
Implementation and improvement of service design
- The 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
Challenges, critical success factors and risks
- Be able to provide insight and guidance for design challenges, risks and critical success factors
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Additional information
| City | Stockholm |
|---|---|
| Training Provider | Aim 4 Knowledge |