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ITIL® Intermediate Certification: Service Lifecycle - Service Design

21-23 Mar 2018 (€1,450 per seat)
Dublin
3 Days
Purpose: 

The ITIL Intermediate Qualification: Service Design (SD) Certificate 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.

This certification is intended to enable the holders of the ITIL® Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.

Exam Information: 

90 minute mutliple choice exam with scenario based questions.

Online or paper exam.

Passmark is 70% (28/40)

Suitable for: 

The course is suitable for managers who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications, managers who require a practical understanding of the Service Design processes and how they may be used to enhance the quality of IT service within an organisation, operational staff involved in Service Catalogue Management, Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, and Supplier Management, who wish to enhance their role-based capabilities.

The Service Design qualification would suit, but is not restricted to, candidates in the following IT professions or areas:

  • Capacity Manager
  • Availability Manager
  • Service Level Manager
  • Business Continuity Manager
  • Service Portfolio Manager
  • Chief information officers (CIOs)
  • Chief technology officers (CTOs)
  • Managers
  • Supervisory staff
  • Team leaders
  • Service designers
  • IT architects
  • IT planners
  • IT consultants
  • IT audit managers
  • IT security managers
  • Service test managers and ITSM trainers.
  • Individuals who require a detailed understanding of the ITIL CSI phase of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
  • IT professionals working within, or about to enter, a CSI environment and requiring a detailed understanding of the 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.

This list is only a guide - choices will depend on the candidate's individual career goals and objectives

 

The course provides the delegates with an in-depth understanding of the following:

Service Design Principles
Service Catalogue Management
Service Level Management
Availability Management
Capacity Management
IT Service Continuity Management
Information Security Management
Supplier Management
Tools and Technology
Process implementation and on-going improvement     

Objectives:

The course provides the delegates with an in-depth understanding of the following:

Service Design Principles
Service Catalogue Management
Service Level Management
Availability Management
Capacity Management
IT Service Continuity Management
Information Security Management
Supplier Management
Tools and Technology
Process implementation and on-going improvement     

Benefits:

The examination board is the Information Systems Examination Board (ISEB), which is a part of the British Computer Society (BCS).

The ITIL® Intermidiate level of certification is becominig increasingly popular and offers an internationally recognised level of competence and skill sets.

Detailed Content:

Learning Unit SD01: Introduction to service design

Bloom’s Level 2 Objectives – Full understanding of service design terms and concepts.

  • 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  

Learning Unit SD02: Service design principles

Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.

  • 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    

Learning Unit SD03: Service design processes

Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.

  • 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  

Learning Unit SD04: Service design technology-related activities

Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.  

  • 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  

Learning Unit SD05: Organizing for service design

Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.

  • 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  

Learning Unit SD06: Technology considerations

Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application of them to the design of effective service solutions.

  • Service design related service management tools, where and how they would be used
  • The benefits and types of tools that support service design  

Learning Unit SD07: Implementation and improvement of service design

Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.

  • 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 

Learning Unit SD08: Challenges, critical success factors and risks

Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.

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