ITIL® Service Lifecycle – Service Design

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Overview

** Course based on “ITIL® 2011 Edition” syllabus **

3-day public or single organisation course

A three day course intended to provide, test and validate knowledge on industry practices in service management as documented in the ITIL Service Design publication. The course and associated examination are free-standing but also part of the ITIL intermediate lifecycle stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management and carries a credit value of 3 points.

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Objectives

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certificate:

Who should attend?

The course and examination are suitable for:

• 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 Certification 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.

Pre-requisites

Students wishing to attend this course and take the examination must fulfil the following requirements:

• Hold the ITIL Foundation Certificate in IT Service Management (or equivalent) which must be presented as documentary evidence to gain admission
• Attend an accredited training course

In addition, it is desirable that students have a basic IT literacy and around 2 years IT experience and it is recommended that students complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Design publication in preparation for the examination specifically Chapter 2, Service management as a practice.

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Structure

The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, practical exercises and examination practice, reinforced through the trainers’ proven implementation track record.

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Content

The course will cover:

Introduction to service design

• The purpose, goals, objectives and scope of service design, the business value of service design activities, the context of service design in the ITIL service lifecycle and the inputs and outputs of service design including the service design package

Service design principles

• Service design principles and service composition
• The importance of, and approach to, balanced design and the requirements gathering for services
• Design activities, constraints and models, including the aspects of service design and the management of service design processes

Service design processes

• The managerial and supervisory aspects of the ITIL processes covered in the service design stage, excluding the day-to-day operation of the processes (covered in the Planning, Protection and Control Capability module)

Managing people through service designs

• The management of technology related activities commonly performed in the service design stage, including requirements engineering related to data and information management, as well as application management

Organizing for service design

• Service design roles, responsibilities and capabilities and techniques for assigning roles

Technology considerations

• Technology considerations for service design including the types of tools that would benefit service design and requirements for service management tools

Implementing and improving service design

• Typical service design issues, prerequisites for success, and the six stage implementation approach
• Techniques including business impact analysis, service level requirements and risk assessment

Challenges, critical success factors and risk

• The challenges and risks facing service design and how critical success factors (CSFs) contribute to service design

Professional Qualifications

The qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions. Typically, the examination is taken at the end of the course. Successful delegates will be awarded the ITIL Intermediate Qualification: Service Design Certificate.

The qualification is free standing, but also counts as 3 credits towards the ITIL Expert Certification.

Documentation

Delegates will be issued with an in-course hand-out and other relevant material.

Pre-reading

The Service Design publication is available from the Fox IT bookshop.

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