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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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Why Activia for ITIL® Courses ?

ITIL® Courses in London, Birmingham, Manchester, Leeds, Newcastle, Bristol and the South East

Activia should be your first choice for courses for ITIL certification in the UK. We provide you with a full range of classes for ITIL® Service Management.
If you are looking for certified ITIL training courses, you will find that Activia offers a level of service that is unrivalled in the market, with quality, flexible 1 day ITIL® Courses at fiercely competitive prices.

ITIL® Service Management

If your requirement is IT service management through ITIL training courses, we can provide you with training courses from introduction to advanced level at highly competitive prices. You will find that for better managed IT services with ITIL certification, Activia will provide more tailored, flexible and focused solutions, and this enables you to get the most from your budget using the minimum of resources.

Courses in London, the Midlands, Manchester, Leeds, Newcastle, Bristol, Berkshire, Buckinghamshire, Surrey and UK wide

We provide ITIL® Service Management courses all over the UK, with modern, fully equipped training centres in the following locations:

ITIL® Courses in the City of London

Serving the City in Bank and Aldgate, and Canary Wharf from our London Bridge (SE1) centre.

ITIL® Courses across London

Across West and South West London, in Hammersmith, Baker Street and London Victoria.

ITIL® Service Management in the centre of Bristol

Serving South West England, covering Bristol, Avon and Bath and Radstock in Somerset as well as Clevedon and Chepstow.

ITIL® Courses in Birmingham City Centre

Serving Warwickshire and the Midlands, covering Birmingham, Walsall and Dudley as well as Wolverhampton, Solihull and Tamworth.

ITIL® Service Management in Leeds

Serving Yorkshire and the North of England, covering Leeds, Bradford and Harrogate as well as Halifax, Wakefield and Castleford.

ITIL® Courses in Manchester

Serving Lancashire and the North West, covering Manchester, Salford, Stockport and Oldham as well as Bolton, Rochdale, Wigan, Warrington and Macclesfield.

ITIL® Courses in Reading

Serving Berkshire and the Thames Valley, covering Reading, Theale and Newbury as well as Henley and South Oxfordshire.

ITIL® Courses in Bracknell

Serving Berkshire and the Thames Valley, covering Bracknell, Wokingham and Ascot as well as Crowthrone, Camberley and Woking.

ITIL® Service Management in Slough

Serving Berkshire and the Thames Valley, covering Slough, Windsor and Maidenhead as well as High Wycombe, Uxbridge and Watford.

ITIL® Service Management in Milton Keynes

Serving Buckinghamshire, covering Milton Keynes, Aylesbury and Buckingham, as well as Luton, Bedford, Stevenage, St Albans and Welwyn Garden City.

ITIL® Courses in Newcastle Upon Tyne

Serving Tyneside, also Sunderland and Gateshead, as well as North Shields and South Shields, and Whitley Bay.
Our experienced, high quality trainers will deliver your training to the highest standards and with the maximum effect.

In House ITIL® Courses across the UK

For in house delivery of ITIL® Service Management, we have an established national UK network of trainers, as well as seventeen centres in London, Birmingham, Manchester, Leeds, Newcastle, Bristol, Slough, Reading, Bracknell and Milton Keynes. So you can be sure that your courses for ITIL certification will be delivered in a quality assured and cost effective manner. For in-house IT service management through ITIL training courses, you need look no further than Activia.

Click for more about itil service management courses uk wide from Activia