Course 355:
ITIL® Lifecycle Stream: Service Design

(3 days)

 

Course Description

This three-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.

Learning Objectives

Upon completion of this course and examination, the learner will gain competencies in:

  • Understanding Service Management as a Practice and Service Design principles, purpose, and objective
  • Understanding how all Service Design processes interact with other Service Lifecycle processes
  • The sub-processes, activities, methods, and functions used in each of the Service Design processes
  • The roles and responsibilities within Service Design and the activities and functions to achieve operational excellence
  • How to measure Service Design performance
  • Understanding technology and implementation requirements in support of Service Design
  • The challenges, critical success factors, and risks related with Service Design

Customer Value

This course allows the learner to broaden and deepen their knowledge and understanding of the principles of the ITIL Service Design phase. They will then be equipped to contribute effectively to ITIL-based service improvement efforts in their organizations and to contribute to leadership decisions in relation to the management and control of the activities of Service Design. Upon successful completion of the associated certification, participants will have 3 credits towards an ITIL Expert certificate.

Who Should Attend

The 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

Prerequisites

  • Candidates for this course must hold an ITIL Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL; e.g.: earlier ITIL qualifications, must pass the current ITIL Foundation exam before attending this course)
  • There is no minimum requirement but a basic IT literacy and around two years IT experience are highly desirable

Certification

Only candidates who have attended a course given by an accredited training provider may sit for the examination. Each examination consists of eight (8) multiple choice, scenario-based questions that will be scored on a gradient. Candidates writing the examination in their first language will have a maximum of 90 minutes to complete it. (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary.) A grade of 70% or higher is necessary to pass the exam.

Expert Qualification Credits

  • Upon successful passing of the ITIL Service Design Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme
  • Project Management Institute – Professional Development Units (PDUs) = 24

Course Outline

Course introduction

  • Introductions
  • Course Introduction
  • Course Learning Objectives
  • Unique Nature of the Course
  • Course Qualification Scheme
  • Course Agenda and Exam Details
  • Course Agenda
  • ITIL Intermediate Classroom Course
  • ITIL Intermediate Expert Program Course
  • ITIL Intermediate Classroom Blended Course
  • ITIL Intermediate Virtual Classroom Blended Course

Unit 1: Introduction to Service Design

  • 1 Purposes and Objectives
  • 2 Scope and Value to the Business
  • 3 Service Design Goals
  • 4 Context
  • 5 Inputs, Outputs, Contents, and Use of SDP
  • 6 Contents and Use of SAC
  • 7 Group/Individual Exercise
  • 8 Sample Test Question
  • Summary of Unit 1

Unit 2: Service Design Principles

  • 1 Holistic Service Design
  • 2 Balanced Design
  • 3 Identifying Service Requirements
  • 4 Identifying and Documenting Business Requirements and Drivers
  • 5 Design Activities
  • 6 Design Aspects
  • 6.1 Designing Service Solutions
  • 6.2 Designing Management Information Systems and Tools
  • 6.3 Designing Technology Architectures and Management Architectures
  • 6.4 Designing Processes
  • 6.5 Designing Measurement Methods and Metrics
  • 7 Subsequent Design Activities
  • 8 Design Constraints
  • 9 Service-Oriented Architecture
  • 10 Service Design Models
  • 11 Group/Individual Exercise
  • 12 Sample Test Question
  • Summary of Unit 2

Unit 3: Service Design ProcessesPart 1

  • 1 Design Coordination
  • 1.1 Purpose and Objectives
  • 1.2 Scope of Design Coordination
  • 1.3 Value to the Business
  • 1.4 Policies, Principles, and Basic Concepts
  • 1.5 Process Activities, Methods, and Techniques
  • 1.6 Triggers, Inputs, Outputs, and Interfaces
  • 1.7 CSFs and KPIs
  • 1.8 Challenges and Risks
  • 2 Service Catalogue Management
  • 2.1 Purpose and Objectives
  • 2.2 Scope of the Process
  • 2.3 Value to the Business
  • 2.4 Policies, Principles, and Basic Concepts
  • 2.5 Process Activities, Methods, and Techniques
  • 2.6 Triggers, Inputs, Outputs, and Interfaces
  • 2.7 CSFs and KPIs
  • 2.8 Challenges and Risks
  • 3 Service Level Management
  • 3.1 Purpose and Objectives
  • 3.2 Scope of the Process
  • 3.3 Value to the Business
  • 3.4 Policies, Principles, and Basic Concepts
  • 3.5 Process Activities, Methods, and Techniques
  • 3.6 Triggers, Inputs, Outputs and Interfaces
  • 3.7 CSFs and KPIs
  • 3.8 Challenges and risks
  • 4 Sample Test Question
  • Summary of Unit 3

Unit 4: Service Design ProcessesPart 2

  • 1 Capacity Management
  • 1.1 Purpose and Objectives
  • 1.2 Scope of Capacity Management
  • 1.3 Business Value of Capacity Management
  • 1.4 Policies, Principles, and Basic Concepts
  • 1.5 Process Activities, Methods, and Techniques
  • 1.6 Triggers, Inputs, Outputs, and Interfaces
  • 1.7 CSFs and KPIs
  • 1.8 Challenges and Risks
  • 2 Availability Management
  • 2.1 Purpose and Objectives
  • 2.2 Scope of the Process
  • 2.3 Value to the Business
  • 2.4 Policies, Principles, and Basic Concepts
  • 2.5 Process Activities, Methods, and Techniques
  • 2.6 Triggers, Inputs, Outputs, and Process Interfaces
  • 2.7 Critical Success Factors and Key Performance Indicators
  • 2.8 Challenges and Risks
  • 3 Supplier Management
  • 3.1 Purpose and Objectives
  • 3.2 Scope of the Process
  • 3.3 Value to the Business
  • 3.4 Policies, Principles, and Basic Concepts
  • 3.6 Triggers, Inputs, Outputs, and Interfaces
  • 3.7 CSFs and KPIs
  • 3.8 Challenges and Risks
  • Summary of Unit 4

Unit 5: Service Design ProcessesPart 3

  • 1 IT Service Continuity Management
  • 1.1 Purpose and Objectives
  • 1.2 Scope
  • 1.3 Value to the Business
  • 1.4 Policies, Principles, and Basic Concepts
  • 1.5 Process Activities, Methods, and Techniques
    • 1.5.1 Stage 1 – Initiation
    • 1.5.2 Stage 2 – Requirements and Strategy
    • 1.5.3 Stage 3 – Implementation
    • 1.5.4 Stage 4 – Ongoing Operation
    • 1.5.5 Invocation
  • 1.6 Triggers, Inputs, Outputs, and Interfaces
  • 1.7 Critical Success Factors and Key Performance Indicators
  • 1.8 Challenges and Risks
  • 2 Information Security Management
  • 2.1 Purpose and Objectives
  • 2.2 Scope of ISM
  • 2.3 Value to the Business
  • 2.4 Policies, Principles, and Basic Concepts
  • 2.5 Process Activities, Methods, and Techniques
  • 2.6 Triggers, Inputs, Outputs, and Interfaces
  • 2.7 CSFs and KPIs for Successful ISM
  • 2.8 Challenges and Risks
  • 3 Group/Individual Exercise
  • Summary of Unit 5

Unit 6: Service Design Technology-Related Activities

  • 1 Requirements Engineering
  • 2 Management of Data and Information
  • 3 Management of Application
  • 4 Group/Individual Exercise
  • Summary of Unit 6

Unit 7: Organizing for Service Design

  • 1 Responsibility model – RACI
  • 2 Functions
  • 3 Roles
  • 4 Group/Individual Exercise
  • 5 Sample Test Question
  • Summary of Unit 7

Unit 8: Technology Considerations

  • 1 Types of Tools Benefiting Service Design
  • 2 Requirements for Service Management Tools
  • 3 Sample Test Question
  • Summary of Unit 8

Unit 9: Implementation and Improvement of Service Design

  • 1 Business Impact Analysis
  • 2 Service Level Requirements
  • 3 Risks to the Services and Processes
  • 4 Implementing Service Design
  • 5 Measurement of Service Design
  • 6 Challenges of Service Design
  • 7 Service Design Risks
  • 8 Service Design CSFs and KPIs
  • 9 Group/Individual Exercise
  • 10 Sample Test Question
  • Summary of Unit 9

Unit 10: Exam Preparation Guide

  • 1 Mock Exam 1
  • 2 Mock Exam 2

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