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ITIL® Courses From Activia

ITIL® Intermediate Qualification: Service Design SD

A Three-Day Training Course

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Course Content

Authorised APM ITIL Training Course

This is an APM-authorised ITIL training course, delivered by certified trainers at fully equipped centres using the latest course materials. There is no better way to undertake your training, to maximise your learning and ensure the highest marks possible in your certification exams.

Course Aims

This 3 day intensive course provides competencies in the following upon successful completion of the education and examination components related to this certification:

  • Management and control of all Service Design activities
  • Management and application of Service Design concepts, inputs, outputs and activities
  • Knowledge of Service Design principles and management of Service Design processes
  • Control and coordination of Service Design technology related activities
  • Justification and control of the organisational and technological issues on Service Design
  • Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks
  • In addition the training for this certification should include examination preparation, including a mock examination opportunity.

    Who Should Attend

    The main target group for the ITIL Intermediate Qualification: Service Design Certificate includes, but is not restricted 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. The course syllabus covers the management and control of the activities and techniques within Service Design, but not the detail of each of the supporting processes. This course syllabus may also be of interest to:

  • Individuals who require a detailed understanding of the ITIL Service Design phase of the ITIL core 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 and requiring an 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
  • 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) which shall be presented as documentary evidence to gain admission.

    Course Outline

    Introduction to Service Design
    • the concept of Service Management as a practice  • the concept of Service, its value proposition and composition  • the concepts of Function, Process and Role  • the purpose, goals and objectives of Service Design  • the scope of Service Design  • the business value  • the contents and use of the Service Design Package  • the contents and use of Service Acceptance Criteria 
    Service Design Principles
    • Service Design principles and service composition  • the importance and approach to balanced design  • service requirements, business requirements and drivers  • design activities and constraints  • the principles and the five aspects of Service Design to the management of Service Design processes  • Context  • Designing service solutions  • Designing supporting systems, especially the Service Portfolio  • Designing technology architectures  • Designing processes  • Designing measurement systems and metrics  • Business Service Management (BSM) and Service Oriented Architecture (SOA) principles  • Service Design models 
    Service Design Processes
    • the activities and techniques, but not the detailed process steps, for the following processes  • Service Catalogue Management  • Service Level Management  • Capacity Management  • Availability Management  • IT Service Continuity Management  • Information Security Management  • Supplier Management  • the principles and the five aspects of Service Design 
    Service Design technology related activities
    • requirement types and manage activities and techniques within Requirements Engineering  • the activities and techniques within Data and Information Management  • activities and techniques associated with Application Management 
    Organising for Service Design
    • functional roles analysis and RACI  • the roles and responsibilities within Service Design 
    Consideration of Technology
    • the types of tools that would benefit Service Design  • requirements for Service Management tools 
    Implementation and improvement of Service Design
    • the Service Design issues relating to:  • Business Impact Analysis, Service Level Requirements and risks  • the six-stage implementation approach  • measurements through Critical Success Factors and Key Performance Indicators  • prerequisites for success and risks affect 
    Summary, Exam Preparation and Directed Studies

    Course Objectives

    Following completion of this course, delegates will know:

  • The importance of Service Management as a Practice concept and Service Design Principals, Purpose and Objective
  • How all processes in ITIL Service Design interact with other Service Lifecycle Processes
  • The sub-processes, activities, methods and functions used in each of the ITIL Service Design processes
  • The roles and responsibilities within ITIL Service Design and the activities and functions to achieve Service Design excellence
  • How to measure ITIL Service Design
  • Technology and implementation considerations surrounding ITIL Service Design
  • Challenges, Critical Success Factors and Risks associated to ITIL Service Design
  • Eligibility for Examination

    To be eligible for the ITIL Intermediate Qualification: Service Design examination, the candidate shall fulfil the following requirements:

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination
  • All ITIL® courses are offered by QA and Global Knowledge

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