Course Description
The ITIL® SD (Service Design) course is part of the ITIL® Intermediate Lifecycle stream. The course prepares candidates to take the ITIL® Service Design Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace.
TARGET AUDIENCE:This course is recommended for CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, plan¬ners, 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.
COURSE OBJECTIVES:This qualification provides a complete management-level overview of Service Design including all its related activities. Candidates can expect to gain competencies in the following:Introduction to Service DesignService Design principlesService Design ProcessesService Design technology-related activitiesOrganizing for Service DesignTechnology considerationsImplementation and improvement of Service DesignChallenges, risks and critical success factors.In addition, the training for this certification includes examination preparation, and a mock examination.
Agenda
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
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
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
TECHNOLOGY RELATED ACTIVITIES
- Activities and techniques within Requirements Engineering
- Activities and techniques within Data and Information Management
- Activities and techniques associated with Application Management
ORGANIZING FOR SERVICE DESIGN
- Functional roles analysis and use of the RACI matrix
- The roles and responsibilities within Service Design
TECHNOLOGY CONSIDERATIONS
- The types of tools that would benefit Service Design
- Requirements for Service Management tools
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
EXAM PREPARATION
- Sample Exams
- Feedback
- Recap
Audience
This course is recommended for CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, plan¬ners, 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.
Comments
Virtual ITIL® Intermediate Service Design 2011 Edition Online Live training option
Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.