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ITIL® Service Lifecycle – Service Design

////ITIL® Service Lifecycle – Service Design

ITIL® Service Lifecycle – Service Design

Course ID: ITILSD 4 Days
   

ITIL® Service Lifecycle – Service Design

Overview

The Service Design (SD) module is one of the certifications within the ITIL® Service Lifecycle work stream. It focuses on the design of IT services and covers the architectures, processes, policies and documentation that will enable you to design services that meet the needs of the organization or programme.

The design process is vital to the continued improvement and development of services within the IT lifecycle and this module will also teach you techniques required to develop, manage and integrate service design into the IT Service management process.

The course introduces the purpose, principles and processes of service design and will also teach you how to organize and implement this as part of overall service management as well as providing guidance on technology-related activities and considerations. It also demonstrates how service design relates to the other stages of the ITIL Service Lifecycle.

The course covers management and control of activities and techniques that are documented in the ITIL Service Design publication, but it does not provide the full detail of each supporting process. More information about these processes can be found in the Service Offering and Agreements module from the Service Capability work stream.

Good service design can improve the alignment of IT with the overall business and user needs and the certification will illustrate the importance of designing consistent service design practices in order to achieve this. The Service Design module provides guidance on how to create and launch products and services that will meet the immediate and ongoing needs of organizations and programmes.

Description

AUDIENCE

  • ITSM trainers involved in the ongoing management, coordination and integration of design activities within the service lifecycle
  • Individuals who require a detailed understanding of the ITIL service design stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working within, or about to enter, a service design environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

CERTIFICATION

ITIL Intermediate

EXAM

ITIL Service Lifecycle – Service Design exam

INVESTMENT

Instructor-led / Virtual Instructor-led

Singapore: SGD2,645
Malaysia: MYR7,000
Thailand: THB61,000
India: USD2,000

PREREQUISITES

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:

  • Earlier ITIL (V2) Foundation plus Foundation Bridge
  • ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

OBJECTIVES

  • 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

Module 1: Introduction to service design

  • The scope of service design
  • The business value of service design activities
  • The context of service design in relation to all other lifecycle stages
  • Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria

Module 2: 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

Module 3: 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

Module 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
  • The design of technical architectures for data and information management, and application management

Module 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
  • 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

Module 6: 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

Module 7: Implementation of service operation

  • 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
  • Module 8: Challenges, critical success factors and risks
  • Be able to provide insight and guidance for design challenges, risks and critical success factors.

Module 8: Challenges, critical success factors and risks

  • Be able to provide insight and guidance for design challenges, risks and critical success factors

What’s Next

The SD module is worth three credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.

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