ITIL® v3: Service Design
3 days non residential
ITILv3 Lifecycle Module
The Service Lifecycle series will focus on each stage of the Lifecycle and syllabi are matched to each of the five core practice areas.
Service Design focuses on policy, planning and implementation through: availability, capacity, service continuity, service level management and outsourcing.
Course Objectives
Candidates completing the course can expect to gain an understanding of the Service Design (SD) Lifecycle.
This includes:
- competency in the principles, objectives, processes, activities, methods & functions employed within RCV and how they interact with the rest of the Lifecycle
- competency in the SD Lifecycle's principles, processes, activities & functions
- an appreciation of the technology considerations for the Lifecycle
- an awareness of the implementation considerations for the Lifecycle
- insight into the operational challenges, risks and critical success factors of the SD Lifecycle
Who will the course benefit?
- Individuals who require a detailed understanding of the Service Design phase of the ITIL V3 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 Service Design environment, who require an understanding of the concepts, processes, functions and activities involved
- individuals seeking the ITIL Expert certification in IT Service Management
This includes but is not limited to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of design activities within the Service Lifecycle.
Pre-Requisites
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or v2 Foundation plus Bridge Certificate). Please note that documentary evidence of this qualification and photographic ID will be required prior to sitting the examination.
Course Content
Intriduction to Service Design
how it fits into the ITIL Lifecycle
its main scope and its purpose, goals & objectives
the ITIL processes, functions and roles it features
the value it brings to the business
Service Design Packages – their contents and use
Service Acceptance Criteria – their contents and use
Service Design Principles
Service Design principles & service composition
the importance and approach to balanced design
service requirements, business requirements & drivers
design activities & constraints
the five aspects of Service Design to the management of the SD processes
designing service solutions
designing supporting systems & the Service Portfolio
designing technology architectures
designing processes
designing measurement systems & metrics
Business Service Management (BSM) & Service Oriented Architecture (SOA) principles
Service Design models
Service Design Processes
The activities and techniques of:
Service Catalogue Management
Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
Information Security Management
Supplier Management
(including the other ITIL Lifecycle processes that interface)
Service Design Technology Related Activities
requirement types and activities & techniques within Requirements Engineering
the activities and techniques within Data & Information Management
activities and techniques associated with Application Management
Organising Service Design Functions
functional roles analysis & RACI
the roles and responsibilities within Service Design
Technology Considerations
technology, tools and telephony requirements for the Lifecycle processes & activities
Implementation & Improvement Considerations
Business Impact Analysis, Service Level Requirements & risks
the six-stage implementation approach
Challenges, Critical Success Factors & Risks
Examinations
A 90 minute, multiple choice paper featuring eight scenario-based, gradient scored questions.
(Each question will have 4 possible answer options, one of which is worth 5 marks (the 'correct' answer), one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks).
In order to qualify for a pass candidates must achieve a minimum score of 28/40 (70%).
Notes
It is suggested that candidates re-familiarise themselves with the relevant content of their V3 Foundation/Foundation Bridge training prior to attendance. In addition candidates are encouraged to read the following texts:
- ‘The Official Introduction to the ITIL Service Lifecycle’
(ISBN 978-0-11-331061-6)
- ‘Key Element Guide Suite’
(ISBN: 978-0-11-331088-9)
‘Service Design’ Lifecycle
(ISBN 978-0-11-331047-0)
Follow-on Courses
This course is part of the lifecycle modular set; as such credits awarded for this course lead candidates towards the ITIL Expert qualification.
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