ITIL Training : ITIL Service Design (SD)

ITIL Service Design (SD)

ITIL Training Overview

The ITIL� Service Design 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Service Design phase of the Service Lifecycle. 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. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL� best practice and positions the student to successfully complete the associated exam.

ITIL Training Audience

The ITIL� Service Design Lifecycle course will be of interest to:

Individuals who have their ITIL� Foundation Certificate who want to purse the intermediate and advanced level ITIL� certifications.

Individuals who require a deeper understanding of the Service Design stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization.

IT professionals working in or new to a Service Design environment who require and understanding of the concepts, processes, functions and activities involved.

Individuals seeking the ITIL� Expert certification in IT Service Management for which this qualification is one of the prerequisite modules.

Individuals seeking progress towards the ITIL� Master in IT Service Management for which the ITIL� Expert is a prerequisite.

A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers involved in the management, coordination and integration of design activities within the Service Lifecycle.

ITIL Training Prerequisites

Candidates for this course must hold an ITIL� Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL� , e.g.: ITIL� v2, must pass the current ITIL� Foundation exam before attending this course)

There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

Course duration

3 Days

ITIL Training 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